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OFFICE OF THE SECRETARYINTERNAL AUDIT SERVICEUpdate as of May 31, 2019
OUTLINE OF PRESENTATION Legal Basis of Hotline 8888 Minimum Operating Standards of EO No. 6, s. 2016 DA 8888 Citizens’ Complaint Hotline Non-Compliance with the 72-hour Period Update on the Number of DA-Related ComplaintsLodged Thru 8888 Citizens’ Complaint Hotline
Complaints were formerly being serviced by the CSC thru ContactCenter ng Bayan 16565LEGAL BASIS OF HOTLINE 8888Executive Order No. 6, s. 2016“Institutionalizing the 8888 Citizens’ Complaint Hotlineand Establishing the 8888 Citizens’ Complaint Center”Hotline 8888 has been operating in the Office of thePresident since November 4, 2017
Minimum Operating Standards of EO No. 6, s. 2016 Communication ChannelsCalls, SMS, e-mail, website/ webpage, social media Operating Hours24/7 excluding National Holidays and work suspensions Process Flow Period to Take ActionConcrete and specific action* within 72 hours fromreceipt by the proper government agency/instrumentality* actual and factual action to the complaint. It must be within themandate of the Government Agency/Instrumentality and a clear,exact, and relevant response to the caller/ complainant
DA 8888 Citizens’ Complaint HotlineDA access to the 8888 portal commenced on September 17, 2018DA-IAS1 receives and reviews the complaint(s) Endorses the complaint(s) thru Memorandum toconcerned DA Offices/Bureaus/AAs/Corps.DA Offices/Bureaus/AAs/Corps.2 receives and reviews the complaint(s) undertakes concrete and specific action(s) andcommunicates directly to the complainant (ifnecessary) or vice versa whichever is applicable informs DA-IAS of the action taken thruLetter/MemorandumDA-IAS3 receives Letter/Memorandum from concerned DAOffices/ Bureaus/AAs/Corps on the action taken andforwards to 8888 Hotline for closure of the complaintNote: The total period of action from the receipt ofcomplaint in the 8888 portal until its closureshould be within the 72-hour period.
DA 8888 Citizens’ Complaint HotlineSpecial Order No. 1130, s. 2017“Designated Focal Persons for Hotline 8888”Permanent Focal PersonAlternate Focal PersonDir. Danilo Francisco Luna, DA-IASExecutive Dir. Clint D. Hassan, DA-MAVDA-Internal Audit Servicein-charge of receiving 8888 referrals, and in maintainingand managing the agency’s 8888 online account/ portal.
Non-Compliance with the 72-hr Period Follow-up communication will be sent bythe 8888 Center. The GA/GI shall be given another 72-hour period Civil Service and other administrative sanctionsAdministrative Sanctions per EO No. 6, s. of 2016“Without prejudice to the appropriate criminal liability, failure onthe part of a government agency or employee to timely respond tothe public’s concerns received through the 8888 Citizens’ ComplaintCenter, or any violation of the provision of this Order, shall be aground for administrative sanctions under existing laws andregulations.”
Non-Compliance with the 72-hr PeriodPBB Requirement: 5.0. Good Governance Conditions5.c. Maintain or Update the Citizens’ Charter or its equivalent“The Certificate of Compliance (CoC) submitted pursuant to CSC MCNo. 14, s. 2017 shall be the basis for the validation for FY 2018. Foragencies which have not submitted the CoC, the same shall becomplied with pursuant to the guidelines set forth in CSC MC No.14, s. 2017 and shall be submitted on or before August 1, 2018 tothe CSC’s Office for Strategy Management through the AO 25Secretariat. The CSC validation shall be complemented with reportson feedback and complaints from citizens gathered by the OP, PMS,CSC, and PCOD from 8888 Hotline and the FOI portals. The CSC shallissue guidelines in the validation of the Citizen’s Charterrequirements for FY 2018.”
Update on the Number of DA-Related ComplaintsLodged Thru 8888 Citizens' Complaint HotlineNO. OF COMPLAINTSRECEIVEDNO. OF RESOLVEDCOMPLAINTSOFFICE/AGENCY% ACCOMPLISHEDfrom November 4, 2017as of May 31, 201916812977ACEF44100ADMINISTRATIVE EC13754OPERATIONS55100PRDP11100SAAD11100DA - CENTRAL OFFICE
Number of DA-Related Complaints LodgedThru 8888 Citizens' Complaint HotlineNO. OF COMPLAINTSRECEIVEDNO. OF RESOLVEDCOMPLAINTSfrom November 4, 2017as of May 31, 2019DA - REGIONAL FIELD OFFICES (RFO)32426381DAF - ARMMCARDA - RFO IDA - RFO IIDA - RFO IIIDA - RFO IV-ADA - RFO IV-BDA - RFO VDA - RFO VIDA - RFO VIIDA - RFO VIIIDA - RFO IXDA - RFO XDA - RFO XIDA - RFO XIIDA - RFO ICE/AGENCY% ACCOMPLISHED
Number of DA-Related Complaints LodgedThru 8888 Citizens' Complaint HotlineNO. OF COMPLAINTSRECEIVEDNO. OF RESOLVEDCOMPLAINTSOFFICE/AGENCY% ACCOMPLISHEDfrom November 4, 2017as of May 31, 201915512279Agricultural Training Institute (ATI)99100Bureau of Agricultural Research (BAR)2150Bureau of Agriculture and Fisheries Standards (BAFS)11100Bureau of Animal Industry (BAI)292172Bureau of Fisheries and Aquatic Resources (BFAR)1106761Bureau of Plant Industry (BPI)141071Bureau of Soils and Water Management (BSWM)161381DA - BUREAUS
Number of DA-Related Complaints LodgedThru 8888 Citizens' Complaint HotlineNO. OF COMPLAINTSRECEIVEDNO. OF RESOLVEDCOMPLAINTSfrom November 4, 2017as of May 31, 2019DA - ATTACHED AGENCIES302893Agricultural Credit Policy Council (ACPC)44100Fertilizer and Pesticide Authority (FPA)1010100National Meat Inspection Service (NMIS)12867Philippine Carabao Center (PCC)44100Philippine Center for Postharvest Development and Mechanization(PhilMech)2150Philippine Council for Agriculture and Fisheries (PCAF)000Philippine Fiber Industry Development Authority (PhilFIDA)000Philippine Rubber Research Institute (PRRI)21OFFICE/AGENCY%ACCOMPLISHED50
Number of DA-Related Complaints LodgedThru 8888 Citizens' Complaint HotlineNO. OF COMPLAINTSRECEIVEDNO. OF RESOLVEDCOMPLAINTSfrom November 4, 2017as of May 31, 2019DA - ATTACHED CORPORATIONS8792106Human Settlements Development Corporations (HSDC)22100National Dairy Authority (NDA)National Food Authority (NFA)National Tobacco Authority (NTA)Philippine Coconut Authority (PCA)Philippine Crop Insurance Corporation (PCIC)Philippine Fisheries Development Authority (PFDA)Philippine Rice Research Institute (PhilRice)Quedan and Rural Credit Guarantee Corporation (QUEDANCOR)048121263210449126321Sugar Regulatory Administration (SRA)44100CONVERGENCE1313100National Convergence Initiative for Sustainable Rural Development (NCISRD)11100National Technical Committee on Land Use Matters (NTECLUM)1212100OFFICE/AGENCY% ACCOMPLISHED09275100100100100100
Will update monthly to keep theconcerned Head of Offices, Bureaus,Attached Agencies and Corporationsunder the Department.
Philippine Crop Insurance Corporation (PCIC) 26 26 100 Philippine Fisheries Development Authority (PFDA) 3 3 100 Philippine Rice Research Institute (PhilRice) 2 2 100 Quedan and Rural Credit Guarantee Corporation (QUEDANCOR) 1 1 100 Sugar Regulatory Administration (SRA) 4 4
