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 2nd 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
To list your conference here. Please contact the administrator of this platform.
Paper submission email: PPAR@iiste.org
ISSN (Paper)2224-5731 ISSN (Online)2225-0972
Please add our address "contact@iiste.org" into your email contact list.
This journal follows ISO 9001 management standard and licensed under a Creative Commons Attribution 3.0 License.
Copyright © www.iiste.org