* 2024 PRAISE Awardee for Best Support Office – ORD-Social Marketing Section (8888 Team)
– National Champion and Regional Winner
*2024 PRAISE Awardee for Special Citation on Pusong May Malasakit sa Larangan ng Pampublikong Impormasyon
-National Awardee and Regional Winner
DSWD6-SMS establishes 8888 resolution system, client-friendly programs, services
ILOILO – As the pandemic started last March 2020, the immediate roll-out of social services also brought the need to create a systematic approach for assistance to requests and complaints settlement.
Given the daily influx of 8888 requests and complaints, the DSWD6 through its Social Marketing Section has developed a mechanism that ensures all client concerns are addressed by the concerned offices.
Upon receiving complaints through the 8888 hotline, client information and their requests are encoded in a database. These are classified according to internal guidelines and endorsed to the specific office concerned for proper resolution.
A feedback to the client is immediately sent within 72 hours on the status of his or her request or complaint. At the same time, a feedback to the DSWD 8888 Office at the Central Office (Area Operations Center) is being sent as to the status of the concern. The client is also sent a written feedback upon release of assistance or complaint resolution (either by SMS, email or mail).
With this, a total of 7,000 concerns were addressed during the 2nd Semester of 2020 and 12,200 as of the 1st Semester of 2021 with 100% resolution of all complaints and requests.
Aside from this, the SMS has also paved the way for the implementation of more client-friendly programs and project implementation.
While a Client Satisfaction Measurement Reporting is a requirement for government agencies, the SMS innovated in coming up with an online Client Satisfaction Measurement tool for easier administration to clients, both internal and external.
This led to 14 offices which were able to immediately comply with the submission of their reports because of the easier means of collecting client feedback.
“Knowing deep in our hearts that the government exists for the people, ensuring that the programs, projects and even services for both the internal staff and the public are client-friendly brings a deeper joy. It helps us realize what the true essence of being a public office is and that is being a public trust,” said Regional Information Officer May Rago- Castillo.
“Because of this, gauging the client satisfaction of a service of an office will work many ways. It can motivate for better service, it can reward great service, it can serve as guide for improvement of service,” she said.
DSWD SERBISYO
Adapting to the needs of time, DSWD6-SMS shares news updates and development through its DSWD Serbisyo FB Live, the longest-running Facebook live initiated by FO VI.
Katherine Tara Yap of Manila Bulleting has said that the program, “is very useful because I may not be able to watch it on time, but I can view it later and check on potential news materials.”
Joel Franco of RMN Iloilo, on his part, said that he is thankful to the SMS, for bringing closer to the public and the media the DSWD programs and projects.”
The DSWD Serbisyo does not only promote interaction with DSWD Western Visayas Facebook page followers but also provides prompt and real- time answers to questions raised on-air. The platform is also used to present information on scheduled DSWD activities to cities and municipalities in the region.
VACCINATION
Also, the SMS contributes in popularizing COVID-19 vaccination by regularly posting quote cards of DSWD staff participating in the country’s vaccination roll-out. An episode on debunking vaccination myths was also conducted by the resident physician during the DSWD Serbisyo FB Live.
TEAMWORK
Asked what the glue that has kept the SMS people together, the RIO said that it is actually the teamwork and camaraderie among the members that has kept them going.
“We consider every member as a family. We value each one and recognize his or her potential,” she said.
MANAGEMENT SUPPORT
Rago-Castillo also emphasized the key role of the management in the successful work at the SMS.
“We have dynamic leadership. They serve by example. Workaholic, relentless, passionate, and excellent leaders who gave us motivation, direction and space for us to fly too,” she stressed.
She narrated that whenever coming up with news stories, infographics, public advisory on key issues, “the management was quick at deciding and approving particularly in matters that needed urgency to lessen public confusion.”
“In times of crisis or when we are on a red alert, approval of materials can happen at midnight or at dawn. And our leaders are quick in responding and approving our materials. That benefits the people. It sends them a feeling of calmness that DSWD is there.”
As RMN reporter Don Dolido said, “Thank you for rising up to the situation./MGC