Complaint Management in the Public Sector Organization in the Philippines

Abstract

Participatory governance is a democratic process intended to involve citizens in the management of public institution. By providing them platforms through which they can access the government, transparency and accountability in public governance is enhanced.  The Department of Public Works and Highways (DPWH) acknowledges its importance through the establishment of different platforms of communications wherein clients can raise their concerns.  The study aims at   describing and evaluating the Complaints Management Program of the DPWH Nueva Ecija 2^nd District Engineering Office based in Cabanatuan City. The analysis was drawn from Fifteen (15) client feedbacks received in 2017.  The   data were gathered using qualitative and quantitative approaches while multi-stakeholders framework for complaint management was adapted to measure the effectiveness of the feedback and complaint management mechanisms of the agency. The study  found that the agency : a)  institutionalizes and observes procedures in handling complaints; b) resolves complaints based on the principles of fairness, accessibility, responsiveness, efficiency , trust and citizens participation; however, there are limitations identified in regard to the administrative support in terms of  personnel assigned, training and availability of vehicle  use to verify various complaints on the ground. Civic engagement is an effective tool to promote democracy and enhance open government. They are proven to create enabling   environment  that tends to yield positive   political outcomes and policy implementation results.

Keywords: Participatory governance, Complaint management ,Feedback mechanism, DPWH –Philippines

DOI: 10.7176/PPAR/9-2-03