Citizens Complaint Hotline 8888 and its Implementation in the Municipality of Lingayen

Abstract

This reach paper focuses on the implementation of the Citizens’ Complaints Hotline 8888 at LGU Lingayen which is an off-shoot of the Anti-red Tape Act (ARTA) covering the period January to December 2018. It is intended to determine the most common channel used by clients to air their complaints, their common concerns, utmost Arta-related complaints; Identify Offices or Departments at the LGU with the greatest number of complaints and the corresponding nature of the same. Finally, the resolution rate was likewise determined. Percentage and frequency counts were applied to gather data/ From the consolidated data, the proponent concluded  that hotline 8888 is the frequent manner in articulating their concerns mostly to air their complaints. The slow processing of transactions; discourtesy and failure to act on requests. The Local Civil Registrar is the most complained department in the LGU followed by Treasurer’s Office, the Bids and Awards Committee, the Population Office and the Rural health Unit II. It is recommended that stricter service levels in responding to complaints be imposed; to monitor all types of issues that genuinely require additional information that can be directly escalated; to ensure that clear metrics be put in place to ascertain that all complaints are acted upon; to enforce stricter monitoring of more serious allegations that tend to be ignored. With these recommendations, good governance can be achieved. Furthermore, with dedicated personnel monitoring the status of such issues could greatly improve response rates and issue resolution.