DOLE-R1 sets up 2-way feedback mechanism to improve service delivery

San Fernando City, La Union (31 August) — The Department of Labor and Employment-Region 1 has recently set up a 2-way feedback mechanism at its Regional Office and six Field Offices to receive information or questions from the public to be able to further facilitate and improve its service delivery services.

“The effort is aligned with the administration’s thrust of strengthening the process of consultation and feedback, in its bid to respond more effectively and quickly to its clients’ concerns,” DOLE 1 Director Henry John Jalbuena explained.

Jalbuena said that the DOLE Regional Office and its field offices in the Cities of Laoag (Ilocos Norte), Vigan (Ilocos Sur), San Fernando (La Union), Dagupan and Alaminos (Pangasinan); and Rosales (Pangasinan) have set up “feedback boxes” where feedback forms containing comments, suggestions and questions from clients will be dropped.

Broadly, the feedback mechanism involves: 1) receipt of the feedback from the client and 2) communicating the responses back to the client or the general public.

First, an Officer-of-the-Day requests all clients to fill out a form after transacting with the office and to drop it in a box intended for the purpose. The forms will be collected every fifteen days, summarized into reports and submitted to the DOLE Central Office for appropriate action.

“The public can be assured that all their concerns on labor and employment will reach Malacañang through the DOLE,” Jalbuena said, as he explained that all concerns actionable at the regional or field level will be immediately responded to.

All responses to client concerns will be documented by its communications office, which will communicate them back to the clients and the general public for their information.

Jalbuena added that aside from the feedback boxes, its regional website also provides a forum for public queries. According to him, the DOLE 1 replies to at least 10 queries every month since the publication of the website.

To allow for wider communication between the DOLE and the people, DOLE 1 will also look into the possibility of using other mediums like SMS, where the latter may send their questions or concerns to a designated specialized number.

“Ultimately, these communication channels will enable the public to know more about DOLE services and how they can benefit from these by giving them easy access to all our offices,” Jalbuena said. (PIA)