IMPLEMENTING RULES AND REGULATIONS
INSTITUTIONALIZING THE 8888 CITIZENS’ COMPLAINT HOTLINE AND
THE ESTABLISHMENT OF THE 8888 CITIZENS’ COMPLAINT CENTER
These Implementing Rules and Regulations are issued pursuant to the authority of the Office of the Cabinet Secretary under Section 8 of EO No. 06 s. 2016, Institutionalizing the 8888 Citizens’ Complaint Hotline and Establishing the Citizens’ Complaint Center.
RULE I
POLICIES AND OBJECTIVES
Section 1. Title. The rules contained herein shall be known and cited as the Implementing Rules and Regulations (IRR) of the 8888 Citizens’ Complaint Hotline.
Section 2. Declaration of Policy. It is the policy of the government to eradicate red tape, obviate graft an corruption, and improve the delivery of government services through establishing a reliable and effective public feedback platform. The provision of a readily available and unrestricted public feedback facility is in consonance with the government’s thrust of participatory governance in the areas of public service delivery, public accountability and public policy development.
Section 3. Objectives. This IRR shall be guided by the following objectives:
a. Institutionalize the 8888 Citizens’ Complaint Hotline, nationwide in scope, building on existing public feedback mechanisms of other government agencies;
b. Establish the 8888 Citizens’ Complaint Center, its operations, work flow and processes; and
c. Improve the overall effectiveness and efficiency of government service delivery.
RULE II
DEFINITION OF TERMS
Section 4. Definition of Terms. For purposes of these Rules, the following terms shall mean:
a. 8888 Center – refers to the 8888 Citizens’ Complaint Center which houses the Hotline 8888 facility
b. 8888 Hotline – refers to the 8888 Citizens’ Complaint Hotline
c. 8888 JMT – refers to the Joint Management Team responsible in overseeing the implementation and full operationalization of Hotline 8888.
d. 8888 Show – refers to the weekly public service television program that features complaints laid at the 8888 Citizens’ Complaint Center and the Presidential Complaint Center
e. Action Officer (AO) – refers to a personnel of Hotline 8888 who evaluates the requests/ problems/ complaints received by the Call-Taker and refer the matter to the appropriate agency
f. Caller – a person or entity who lodges a complaint addressed to government agencies/instrumentalities or its officers/employees. A caller shall bring forth a complaint or request for assistance to Hotline 8888 only to that which is personal to him/her or that which s/he has personal knowledge/connection to the facts or circumstances being complained of or requested
g. Call-Taker (CT) – refers to a call center agent of Hotline 8888 who receives, calls, encodes Caller’s personal details and obtains the complaint, concern, or request
h. Complaint – refers to grievances, concerns or requests for assistance addressed to government agencies/instrumentalities or its officers/employees
i. Concrete and Specific Action – refers to actual and factual action to the complaint. It must be within the mandate of the GA/GI and a clear, exact, and relevant response to the caller/complainant
j. Databaser (DbR) – refers to a person who shall update all records pertinent to the complainant, concern or request of the Caller
k. Electronic signature/ E-signature – refers to any distinctive mark, characteristic in electronic form, representing the identity of the Supervisor/ Dispatcher (SD) who approved the action document
l. Government Agency (GA) – refers to any of the various units of the Government including a department, bureau, office, instrumentality, or government-owned or controlled corporations , or a local government or a distinct unit therein
m. Government Instrumentality (GI) – refers to any agency of the National Government, not integrated within the department framework vested within special functions or jurisdiction by law, endowed with some if not all corporate powers, administering special funds, and enjoying operational autonomy, usually through a charter. This term includes regulatory agencies, chartered institutions and government-owned or controlled corporations
n. National Government – refers to the entire machinery of the central government of the Republic of the Philippines, as distinguished from the different forms of local governments
o. PCC – refers to the Presidential Complaints Center, formerly known as the Presidential Action Center (PACE), which shall establish and maintain a platform to receive requests, complaints, and grievances from the general public and refer them to the concerned government agencies
p. Seventy Two (72) Hour Period – refers to a non-extendible period within which a concrete and specific action shall be executed by the appropriate GA/GI. The period shall commence upon receipt of the concern by the proper government agency or instrumentality
In instances where the complaint is received by the GA/GI after office hours, the counting of the 72-hour period shall start at 8:00 am of the next official working day
q. STAR Office – refers to the Strategic Action and Response Office under the OCS that shall oversee the Hotline 8888 and the PCC
r. Supervisory Dispatcher (SD) – refers to a person who reviews all action documents prepared by the AO
s. TELCO – refers to a telecommunication company which provides telecommunication services such as, but not limited to, telephony and data communications
RULE III
COORDINATIVE MECHANISM
Section 5. Creation of the 8888 Joint Management Team (JMT). There is hereby created a JMT which is a collegial body that shall oversee the implementation and full operationalization of Hotline 9999. It shall be primarily responsible for the governance of the 8888 Citizens’ Complaint Center. The JMT shall be composed of the following:
Chairperson : Cabinet Secretary, Office of the Cabinet Secretary (OCS)
Co-Chairperson : Undersecretary, OCS-STAR Office
Members : Assistant Secretary, Office of the Special Assistant of the President (OSAP)
Assistant Secretary, OCS – Office of the Secretary (OSEC)
Assistant Secretary, OCS-STAR Office (PCC)
Director, OP-Information and Communications Technology Office (ICTO)
Director, OCS-OSEC Legal Affairs
The specific functions of the JMT shall include, but not limited to, the following:
a. Meet regularly, to properly discuss the discharge of the respective responsibilities of each member of the JMT;
b. Monitor and evaluate, on a regular basis the implementation of the 8888 Center’s strategies, policies, and over-all performance;
c. Implement a system of internal checks and balances to ensure that systems are reviewed and updated on a regular basis;
d. Identify, monitor, and provide appropriate technology and solutions to the whole 8888 system/ mechanism; and
e. Validate and report on the GAs/GIs complained about terms of processing times and frequency of the complaints. The report shall be submitted to the Inter-Agency Task Force on the Harmonization of National Government Performance Monitoring, Information and Reporting Systems (IATF) created under Administrative Order No. 25 s. 2012, for purposes of determining the GA/GI’s eligibility to the Performance Based Bonus (PBB.)
Section 6. Sub-Groups of the JMT. The JMT shall be chaired by the Cabinet Secretary and shall be composed of four (4) sub-groups with the following tasks and composition:
a. Steering Sub-Group – responsible for the mobilization, orchestration, coordination, synchronization and harmonization of all efforts in establishing the 8888 Citizens Complaint Center. The Steering Sub-Group shall be chaired by the OCS-OSEC and and co-chaired by the OP-ICTO
b. Systems and Facilities Lay-out Sub-Group – responsible for the design, development, maintenance, and security of the 8888 system and 8888 network infrastructure. This sub-group shall be chaired by OP-ICTO and composed of the OP-ICTO team, and representatives from OCS-OSEC and the OSAP
c. Manpower Development Sub-Group – responsible for recruitment, selection, training, and management of 8888 call takers, action officers, supervisory-dispatchers, and databasers, which shall be chaired by the PCC and composed of representatives from OCS-OSEC, and composed of representatives from OCS-OSEC, PNS, and OP-Office of the Deputy Executive Secretary for Finance and Administration (DESFA)
d. Policy Sub-group – responsible in reviewing contracts, memoranda of agreements and other legal instruments, crafting of the Terms of Reference, and formulating the operational guidelines of whole 8888 program. The Policy Sub-group shall be chaired by the OSAP, co-chaired by the OCS-OSEC, and composed of representatives from the PCC, OP-ODESFA, and OP-ICTO
Section 7. Involvement of Other Government Offices. The JMT shall involve the Civil Service Commission (CSC), National Telecommunications Commission (NTC), Presidential Communications Operations Office (PCOO) – People’s Television Network, Inc. (PTV), Radio-TV Malacañang (RTVM), Department of Information and Communications Technology (DICT), and other departments, offices or agencies, to provide technical assistance and ensure the speedy implementation of Hotline 8888
Section 8. Private Sector Involvement. The JMT shall likewise involve representatives from the private sector such as, but not limited to, telecommunication companies and other private institutions that can provide inputs and technical assistance in the establishment and management of a nationwide public feedback facility
RULE IV
FUNCTIONAL RELATIONSHIPS
Section 9. 8888 Citizens’ Complaint Hotline. The hotline number “8888”, the government’s official Citizens’ Complaint Hotline number shall serve as the receiving platform (Call, SMS, MMS) of complaints, grievances, and requests for assistance of the general public.
The NTC, in coordination with the different telecommunication companies, shall endeavor to allocate the number “8888” exclusively as the public’s complaint hotline.
The OP-ICTO shall lead in setting up the software for the call center facility/operations center and the integration process.
The OCS shall coordinate with existing public feedback mechanisms, such as the Contact Center ng Bayan (CCB) Project/ Hotline 16565 of the CSC, for monitoring, policy formulation, and systems improvement.
Section 10. Presidential Complaint Center (PCC). The PCC shall continue to act on complaints, grievances, and requests for assistance received through the internet (email), conventional mail, and walk-in clients. In the event of system breakdown/ malfunction, the PCC together with the OP-ICTO Team shall assist the 8888 Center in setting up back-up files/ mechanisms to ensure the continuous operation of the 8888 Hotline. Back-up mechanisms shall include, but not limited to, the following:
a. Manual encoding/ ticketing/ updating of the system;
b. Processing of complaints through the PCC; and
c. In contacting the concerned agencies, the PCC shall send 8888 referrals to official 8888 agency emails.
Section 11. 8888 Show. There shall be a weekly public service television program that will feature complaints laid at the 8888 Citizens’ Complaint Center and the Presidential Complaint Center. The program shall feature, among others, how calls and complaints are taken, referred, and given proper response by the concerned government agency.
The Presidential Communication Operations Office (PCOO) through PTV shall conceptualize, produce and telecast the program and its segments. The PTV shall endeavor to protect the confidentiality of its sources and shall only feature stories with the approval of the complainant or persons concerned.
RULE V
MINIMUM OPERATING STANDARDS
Section 12. Minimum Operating Standards. The 8888 Citizens’ Complaint Center shall have the following minimum operating standards:
a. Call Center Facility. There shall be an 8888 Citizens’ Complaint Center established at an undisclosed location;
b. Communication Channels. With a minimum balance of P1.00, citizens may contact the Hotline 8888 free of charge. In addition, other communication channels may include:
- Short message service (SMS)/ text access;
- Electronic mail (E-mail);
- Website/ Webpage; and
- Social media, as well as any other emerging communication medium;
c. Operating Hours. The 8888 Citizens’ Complaint Center shall operate, through any of its communication channels, twenty-four (24) hours a day. seven (7) days a week, from Mondays to Sundays, excluding national holidays and work suspensions. As far as practicable, live agents shall respond to call made through the telephone hotline facility;
d. Objectivity and Responsiveness. A citizen’s complaint/concern/request received through any of the communication channels shall immediately be referred, directly or indirectly, to the concerned government agency, office or instrumentality for appropriate action. As much as the circumstances permit, the complainant shall be given advice or feedback on the status of the concern until its resolution; and
e. Period to Take Action. A citizen’s complaint, concern or request lodged through any of the communication channels shall have a concrete and specific action within seventy-two (72) hours from receipt of the complaint, concern or request by the proper government agency (GA) or instrumentality (GI). In instances where the complaint is received by the GA/GI after office hours, the counting of the 72-hour period shall start at 8:00am of the next official working day.
f. 8888 Personnel. Recruitment of qualified and competent individuals shall be undertaken to perform as call takers, action officers, supervisory-dispatcher, and databasers, subject to the approved staff complement and existing policies on hiring and selection. Trainings shall be provided to all hired individuals and they shall undergo a thorough evaluation prior to actual handling of calls/complaints.
g. Systems Infrastructure. – A customer relations management system and other IT requirements shall be procured and established in the 8888 call center facility.
h. Monitoring and Evaluation. Actions and inactions from GAs/GIs shall be monitored by the JMT and the CSC, for appropriate action, when necessary.
i. Confidentiality – The personal information of the Caller and any person who are the subject of a complaint, concern or request should be kept confidential and should only be used for the purposes of addressing the complaint, concern or request, and for any follow-up actions. All 8888 personnel shall endeavor to protect the confidentiality of the caller.
j. Manual of Operations. All processes, referral systems including work and call flows established in the implementation of the Hotline 8888 shall be included in the manual of operations. The operations manual shall provide in detail the procedure and processes in handling 8888 complaints and concerns.
RULE VI
MINIMUM REQUIREMENTS FROM GOVERNMENT AGENCIES
AND INSTRUMENTALITIES
Section 13. Focal Persons. Concerned government agencies and offices shall designate the following focal and technical officers who shall assist in the implementation of the Hotline 8888 program:
a. Permanent Focal Person (PFP). The PFP refers to the officer duly designated by the department/ agency to act, monitor, and oversee the 8888 referrals received by the office. The PFP shall have a central coordinating role and responsibility in ensuring that the department/ agency provides a concrete and specific action of 8888 referrals within 72 hours as prescribed by the PFP shall have a rank of at least an Assistant Secretary, unless the existing organizational set-up provides otherwise.
b. Alternate Focal Person (AFP). In the absence/ in lieu of the PFP, the AFP shall act, monitor, and oversee the 8888 referrals received by the office. The AFP shall assist the PFP in deciding the concrete and specific action on the 8888 referral, and in ensuring compliance thereto. The AFP shall have a rank of at least a Director, unless the existing organizational set-up provides otherwise.
c. Technical Officer/s (TO). The TOs refer to the person/s in-charge of receiving 8888 referrals, and in maintaining and managing the agency’s 8888 online account/ portal. The TO shall regularly check the 8888 portal, inform the PFP/AFP of received 8888 referrals, update and provide feedback, and perform such other functions as instructed by the PFP/ AFP.
Section 14. Other Duties and Responsibilities. The focal persons and technical officers shall likewise be responsible for the following:
a. Enrollment of the agency’s 8888 web/ online account with the DICT;
b. Safe keep the username and password of the agency’s 8888 account;
c. Monitoring of all complaints forwarded to the department/ agency; and
d. Prepare summary of received complaints and formulate policy recommendation to address recurring issue/s.
RULE VII
PROCESSING OF COMPLAINTS LODGED AT THE
8888 CITIZEN’S COMPLAINT HOTLINE
Section 15. General Process Flow. The general public may adequately express their complaints, comments or suggestions through the hotline number 8888 email, social media, SMS, MMS, and other emerging communication medium.
For processing of complaints lodged at the 8888 Hotline, the following procedure shall be observed:
a. The Call-taker (CT) upon receipt of the call, shall start encoding the Caller’s personal details and obtain the complaint, concern or request. It shall be fully documented and formally endorsed to an Action Officer.
b. The receiving Action Officer (AO) shall evaluate the requests/ problems/ complaints received by the Call-taker and refer the matter to the appropriate agency.
c. The Supervisory Dispatcher (SD) shall review all complaints/ request for assistance prepared by the AO. S/he must ensure that all entries are correct and the recipient agency/ies are properly ascertained by the AO. Afterwhich, the SD shall dispatch the complaint/ request for assistance to the GAs/GIs at the soonest possible time.
d. Upon receipt of complaint/ request for assistance, the concerned GA/GI must resolve the complaint, concern or request within seventy-two (72) hours from the time of receipt of the 8888 referral. The GA/GIs shall inform the 8888 Center through their respective 8888 web portals of action taken on the complaint, concern or request.
e. In the event the GA/GI fails to comply within the 72-hour period, a follow-up communication shall be prepared and sent by the 8888 Center to the concerned GA/GI. The GA/GI shall be given another 72-hour period within which to resolve or respond to the complaint, concern or request.
f. Upon receipt of a response from GA/GI, a Databaser (DbR) shall update all records pertinent to the complaint, concern, or request of the Caller.
Section 16. 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 other violation of the provisions of this IRR, shall be a ground for administrative sanctions under existing laws and regulations.
Section 17. Diligence Required of Call-Takers, Account Officers, Supervisors/Dispatchers and Databasers. All CTs, AOs, SDs, and DbRs are bound to handle personal and/or private information during and in the course of his/her engagement, using extraordinary diligance, with due regard for all circumstances.
RULE VII
MISCELLANEOUS PROVISIONS
Section 18. Amendments. Amendments to this IRR shall be jointly formulated by the 8888 Joint Management Team subject to the approval of the Cabinet Secretary. The 8888 Citizens’ Complaint Center may provide additional guidelines and set specific standard operating procedures consistent with this IRR.
Section 19. Reports. The OCS shall submit quarterly reports to the Office of the President on the results of the implementation of the 8888 Citizens’ Complaint Hotline and the establishment of the 8888 Citizens’ Complaint Center.
Section 20. Repelaing Clause. Any other issuances, administrative orders, rules or regulations and/or parts thereof which are inconsistent with the provisions of this IRR and E.O. No. 06 s. 2016 are hereby repealed or modified accordingly.
Section 21. Separability Clause. Should any of the provisions of this IRR be declared invalid or unconstitutional, the other provisions unaffected thereby shall remain valid and subsisting.
Section 22. Effectivity. This IRR shall take effect fifteen (15) days after its complete publication in a newspaper of general circulation or in the Official Gazette.
Approved on 18 Oct 2017.
(Sgd.) LEONCIO B. EVASCO, JR.
Cabinet Secretary