8888 Citizens’ Complaint Center (PH0047)
Action Plan: Philippines 2017-2019 Action Plan (Updated)
Action Plan Cycle: 2017
Lead Institution: Office of the Cabinet Secretary
Support Institution(s): All national government agencies, governmentowned or controlled corporations (GOCCs), government financial institutions (GFIs), and other instrumentalities of the government. Any concerned citizen
Policy AreasPublic Participation, Social Accountability
What is the public problem that the commitment will address?: The bureaucratic red tape is the main cause of delay in public service delivery and other government transactions. This is often exacerbated by corruption on various levels of government due to ineffective or lack of accountability mechanisms.; What is the commitment?: Citizens are provided a platform to report their complaints and grievances that will result to an immediate and appropriate government response.; How will the commitment contribute to solve the public problem?: The Establishment of the 8888 Citizens’ Complaint Center will serve as a mechanism where citizens may report their complaints and grievances on acts of red tape and/or corruption in any government agency or instrumentality. The Complaints Center will provide different communication channels (24/7 hotline, email, text, website, social media, etc) in order for the public to directly inform the government of any bottlenecks in the delivery of services as well as the conduct of transactions. Through this initiative, the government emphasizes the importance of citizen satisfaction. The information provided through these complaints is valuable in reforming the systems and processes in the bureaucracy. In turn, it is hoped that this will pave the way for people to once again have faith in their government.; Why is this commitment relevant to OGP values?: • Public Accountability. By creating a formal feedback mechanism, all public officials are under constant scrutiny. This initiative would require them to justify existing practices or reform them if necessary, as well as to come up with appropriate response to criticisms and expressions of public satisfaction. • Civic Participation. Opening channels to facilitate redress of grievances empowers the people and encourages them to be more vigilant in monitoring the integrity of government transactions. This is a significant step in helping them take a more active role in governance by acknowledging the issues they raise. • Technology and Innovation for Openness and Accountability. The initiative provides, through multiple communication channels, an open and accessible platform for real-time feedback to help resolve bottlenecks in public transactions and service delivery. The use of new and emerging social media platforms can further expand its reach and encourage more people to voice their concerns.