The Inter-Agency Council against Trafficking (IACAT), chaired by Justice Secretary Leila M. De Lima, cited the IACAT Operations Center (OPCEN), in particular, and the National Bureau of Investigation (NBI), in general, for a very high satisfaction evaluation obtained in a survey recently conducted by the Civil Service Commission (CSC) in coordination with the Development Academy of the Philippines (DAP).
The survey is held in conjunction with the provisions of the RA 9485 or the Anti-Red Tape Act (ARTA) of 2007. It requires all government offices to show commitment in improving the delivery of services to the public by reducing unnecessary delay in its operations.
The survey focused primarily in the frontline service providers of the NBI, like the IACAT operations center, clearance section, and general inquiries to measure the feedback they receive and the level of customer satisfaction they provide.
The National Bureau of Investigation (NBI) obtained a final numerical score of 90.90% with a descriptive rating of Excellent.[i] The survey focused on two core areas: Compliance with the ARTA provisions and Overall Client Satisfaction.
In the first core area, the NBI scored 100% in the sub-areas of wearing ID/Nameplates and having No Hidden Costs. In the second major area of Overall Client Satisfaction, the bureau obtained a high rating of 93.32% due primarily to the 94.44% score received by the Frontline Service Providers, a sub-area with a higher credit.
Created on August 11, 2011, the IACAT OPCEN has been consistently instrumental in the fight against human trafficking. For the year 2012, it has received a total of five hundred thirty seven (537) complaints consisting of one thousand three hundred fifty three (1,353) actual numbers of complainants/victims.
De Lima commended their steadfast dedication to their task unmindful whether it was poseur customers from the CSC or ordinary citizens they were serving. 30
[i] Refers to a final numerical rating of 90-100, without a failed/delinquent rating in any sub-area