HOTLINE 8888

PROJECT

“Ngayon, I will be establishing

8888, only for, dedicated to

corruption. Kapag may marinig

ako sa Executive Department,

even a whisper, even a whisper,

hiwalay-hiwalay na tayo.” -President Rodrigo Roa Duterte,

State of the Nation Address 2016

PRRD’S SONA PRONOUNCEMENT

THE TASK AHEAD

Institutionalizing the

8888 Citizens’ Complaint Hotline

and

Establishing the

8888 Citizens’ Complaint Center

EXECUTIVE ORDER NO. 6, S. 2016

THE TASK AHEAD

“Whereas there is a need to institutionalize a

public complaints hotline involving all

agencies of the government, and build on

existing public feedback mechanisms for the

realization of the Government’s policy to

eradicate red tape and corruption”

EXECUTIVE ORDER NO. 6, S. 2016

MINIMUM OPERATING STANDARDS

• Communication Channels - Calls, SMS, e-mail, website/ webpage, social media

• Operating Hours - 24/7 excluding national holidays and work suspensions

• Process Flow

• Period to Take Action - 72 hours from receipt by the proper government agency/ instrumentality

EXECUTIVE ORDER NO. 6, S. 2016

CURRENT STATUS

• The Technical Working Group (composed

of OCS, OSAP/ PMS, PCC, OP-ICTO)

– Steering Sub-Group (OCS)

– Manpower Development Sub-Group (PCC)

– Facilities Lay-out Sub-Group (OP-ICTO)

– Policy Sub-Group (OSAP)

CURRENT STATUS

• Implementing Rules and Regulations

• Manual of Operations

• Hiring of Call Center Agents

• Procurement

CURRENT STATUS

• The hotline is currently being serviced by

the CSC Contact Center ng Bayan 16565

• From 01 August to 29 December 2016:

– 54, 743 calls, an average of 365 calls/ day

– Top 3 Concerns:

(1) Slow government process

(2) Failure to act on requests

(3) Discourtesy

CURRENT STATUS

• LGU Performance

LGUs

Number of

feedback

Number of

resolved feedback Percentage

Caloocan 27 9 33.33%

Cebu City 40 13 32.50%

Pasig 28 9 32.14%

Pasay 23 7 30.43%

Quezon City 104 31 29.81%

Metro Manila 70 19 27.14%

WHERE DO WE COME IN?

• Lead Agency: OCS

– In coordination with OSAP, OP, PCOO, NTC,

DICT, CSC, among others

– “Enter into such arrangements necessary for

the possible interconnection and integration of

existing public feedback mechanisms, such

as the CCB Project of the CSC.”

EXECUTIVE ORDER NO. 6, S. 2016

WHERE DO WE COME IN?

“Designate focal and technical

officers who shall assist the OCS in

its collaboration efforts, and

interconnection and integration of

public feedback mechanisms.”

EXECUTIVE ORDER NO. 6, S. 2016

8888 FLOW CHART

Receiving Call Takers

(CT)

STEP 1

Processing Action

Officers (AO)

STEP 2

Supervisors (Approval/ Signature/ Dispatch)

STEP 3

Agency/ Department/

Province (LGU)/ GOCCs

Databaser (Records/ Database/

Monitoring)

Re

plie

s

Follo

w-U

p

Data Mining Policy Formulation

on Data Gathered Report to the

President PTV 4 - 8888 Show

STEP 4

STEP 5

Administrative Sanctions

“Without prejudice to the appropriate criminal

liability, failure on the part of a government agency

or employee to timely respond to the public’s

concerns received through the 8888 Citizens’

Complaint Center, or any violation of the provision

of this Order, shall be a ground for administrative

sanctions under existing laws and regulations.”

EXECUTIVE ORDER NO. 6, S. 2016

MOVING FORWARD

• Procurement of Telecommunication

Companies’ services

• Hiring and training of call center agents

• Coordination with government partners

(NGAs, LGUs, and other instrumentalities)