CSC, BIR, NCC ink deal on Call Center ng Bayan

The government’s anti-red tape campaign gets a big boost as the Bureau of Internal Revenue (BIR) signed up as the first government agency to be interconnected with the Citizen’s Helpline or Call Center ng Bayan (CCB).

Civil Service Commission (CSC) Chair Francisco T. Duque III, National Computer Center (NCC) Director General Timoteo M. Diaz de Vera and BIR Commissioner Joel L. Tan-Torres signed a Memorandum of Agreement (MoA) on May 26 at the BIR National Training Center marking the BIR’s participation in the project.

“Today’s signing of the MoA gets us closer to the goal, which is to provide fast and reliable support via the CCB. This system was devised to save clients the time and frustration of being given the run-around by providing their needed information or assistance at the soonest time possible,” stated Duque during a press conference held after the MoA signing.

The Citizen’s Helpline or CCB is a 24/7 contact center facility intended to address the concerns of the general public via voice call, short messaging service (SMS), fax, e-mail or the Internet. It shall be the means for citizens to air their complaints or request for information and assistance, and get corresponding action or feedback in real time.

The pilot stage of the project will start in the third quarter of 2010. Agencies identified to undergo the pilot run are BIR, Philippine Health Insurance Corporation and Department of Health. The CSC is the lead agency for the implementation and interconnection of the citizen’s helplines, with technical assistance from NCC which acts as the Project Manager of the CCB Project.

Under the MOA, the NCC has a one-year funding for the network, software, hardware and technology, and the corresponding technical expertise in the pilot run of the Citizen’s Helpline.

The CSC will then gather pertinent data and information as input to the Central Knowledge Database which will be utilized by the CCB agents. These data will be used as tool to respond to the concerns of the public. It may also serve as basis for the issuance of corresponding performance report to the pilot agencies on its efficiency and effectiveness in responding to calls based on the reports generated by the System.

The BIR on its part shall extend its existing contract center infrastructure, call center agents and pertinent contact information of BIR officials and employees, and services.

The CCB is in line with the implementation of the Anti-Red Tape Act of 2007 and Administrative Order (AO) No. 241 which provides the establishment and interconnectivity of government help lines to current and future public assistance systems to improve the delivery of services to the public and cut red tape.

Public Assistance and Information Office (PAIO)

Civil Service Commission
IBP Road, Batasan Hills, Diliman, Quezon City
Tel. No.: 931-4180

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