PACD officers receive and evaluate the submissions, either responding directly or forwarding them to the respective department representatives or administrative officers.Citizens submit their queries and concerns through the system.Localizing the feedback system allows citizens to communicate directly and efficiently with the City Government of Baguio. Its primary objective is to enhance public service communication through internet-based web technology, enabling Baguio constituents to connect with frontline City Government services anywhere and anytime. Solutionĭeveloped by the City Management Information and Technology Division (MITD) and introduced in 2018, the OPACD serves as an online communication platform, establishing a Citizen Relationship Management (CRM) system for public relations services.
Furthermore, tracking and monitoring client satisfaction or complaints proved challenging due to manual tallying processes. Even for simple queries, citizens had to physically visit Baguio City Hall to manually fill out the feedback form, causing inconvenience for the public and the government. Additionally, social media became ineffective in sending feedback to the local government, often directing messages to inappropriate agencies or unauthorized personnel. Since these platforms cater to complaints nationwide, resolution time takes longer since these have to be transferred to various offices and departments. Challengesīefore the OPACD implementation, citizens of Baguio City had to channel their complaints through the Presidential Complaint Center and the Civil Service Commission’s Contact Center ng Bayan. By automating PACD operations and expanding its reach, more citizens can conveniently engage with the local government. Public Assistance and Complaints Desk (PACD) officers promptly evaluate and respond to submissions through the system or by forwarding them to the relevant department representatives. With a focus on meeting the demands and concerns of Baguio constituents and visitors, this system streamlines communication between citizens and the local government. The City Government of Baguio has introduced the Online Public Assistance and Complaints Desk (OPACD), a user-friendly web platform enabling citizens to submit inquiries, complaints, and suggestions.
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