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
Number of Number of
LGUs Percentage
feedback resolved feedback
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
STEP 1 STEP 2 STEP 3 STEP 4

Agency/
Department/
Province (LGU)/
Supervisors
Receiving Processing GOCCs
(Approval/
Call Takers Action

Follow-Up
Signature/

Replies
(CT) Officers (AO)
Dispatch)

STEP 5
 Data Mining
 Policy Formulation Databaser
on Data Gathered (Records/
 Report to the Database/
President Monitoring)
 PTV 4 - 8888 Show
 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)