Following the streamlining of its key frontline services, the Department of Labor and Employment (DOLE) is continuously improving its feedback reporting to further enhance its delivery of services to the public.


Labor Secretary Silvestre H. Bello III has directed the Department’s Bureaus, Services, Attached Agencies (AAs), Regional Offices (ROs), and Philippine Overseas Labor Offices (POLOs) to adopt the new reporting system that will document feedback system, thus improve its frontline service delivery.


“The implementation of new reporting system is part of DOLE’s continuing improvement of its frontline services,” Bello said.


He added that under the new reporting system, compliance reports of key frontline services will be processed by concerned DOLE focal monitoring office.


The focal monitoring office that will consolidate and evaluate compliance reports include the Internal Audit Service (IAS) for 72-hour PCT on the delivery of services; Human Resource Development Service (HRDS) for Hotline 8888 and CSC Contact Center ng Bayan, and complaints received through direct mails; and the Financial and Management Service (FMS) for Anti-Red Tape Act (ARTA).


Also included are the Information and Publication Service (IPS) in coordination with ROs, AAs, and POLOs for 24/7 Hotline 1349; and Regional, Attached Agencies and POLOs’ Hotlines; and Philippine Overseas Employment Administration (POEA) for One Stop Service Center for OFWs (OSSCO).


“To ensure the effective implementation of this new reporting system, all concerned monitoring offices will have to designate their respective focal persons and alternates for each of the frontline services,” the labor chief said.


Other than streamlining its key services and procedures, among the reforms that DOLE has made to improve its frontline services include the reduction of process cycle times of its key services by 25 to 72 percent; and the adoption of a strategic feedback system to gather the experiences of clients on the Department’s 72-hour frontline services.


“We will continue to implement mechanisms geared towards enhancing the delivery of our frontline services in line with the directive of the President to cut the red tape and complete transactions in the government within 72 hours,” he added.


END/Tim Laderas

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