The Contact Center ng Bayan (CCB) serves as the center which Filipino citizens, Philippine residents, civil society organizations and other entities can contact to air complaints, send their concerns, voice their grievances, provide feedback and other recommendations or suggestions to participating government agencies. In short, it functions primarily as the citizen’s help desk. However, it also serves as the principal portal through which citizens can gain access to information, policies and procedures to the six participating agencies, namely: Civil Service Commission, National Computer Center, Bureau of Internal Revenue, PhilHealth, Department of Health, and Department of Trade and Industry. The Contact Center ng Bayan was moored on the Anti-Red Tape Act (ARTA) of 2007 or Republic Act No.9485, which aims to reduce bureaucracy in the government, improve the delivery and process of public service and people empowerment.
Launch in October of 2012, CCB serves a two fold function which is to provide information service to the people while simultaneously gathering feedback and complaints from the people thereby allowing the public to directly contribute in improving the quality of public service. In lieu of its second function, the CCB is therefore a mechanism that empowers that people which is a direct manifestation of democracy in the Philippines.
At the moment, the CCB is accessible only via phone. People will simply dial 1-6565 using PLDT and Digitel landlines across the nation. Every call is charged with five pesos plus VAT. Calls will be entertained from Monday to Friday, from 8 a.m. to 5 p.m. Further information about CCB is available online. The government is still working on improving public access of the CCB through other channels such as via email or online chat through its website as well as SMS text and mobile phone. The government has promised to increase multiple channels for access within the next three months. Meanwhile, only citizens with landline phones can enjoy its benefits.
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