The Bangko Sentral ng Pilipinas (BSP) has strengthened its feedback mechanism to better serve the general public and other external stakeholders. As part of the initiatives under the Engaged Stakeholders Theme of the BSP Strategy Map 2012-2017, the BSP Feedback Management (BSP FMS) was launched in September 2015. The FMS offers user-friendly tools that range from conventional paper-based forms to electronic tablets and kiosks, and online forms. The use of innovative feedback channels aims to enhance transparency, accountability and efficiency in BSP’s service delivery and underscores the importance of external stakeholders’ perception in enhancing the quality of BSP services.
Background and Problem
Prior to BSP FMS deployment, the following were the challenges: 1) lack of feedback mechanism and tools of most departments; 2) multiple objectives in gathering feedback; and 3) feedback tools limited to survey form with different attributes, rating scales and frequency of feedback gathering was either on a per engagement basis or other period. BSP-FMS endeavors to leverage on technology in developing a uniform and simplified feedback process flow and thus streaming processes to improve customer satisfaction and create customer-oriented culture, establish various innovative feedback tools that enable and encourage the public to provide information on their perception of the quality of specific services on their engagements, transactions, or dealings with BSP, link the feedback gathered to the continual process improvement plans of BSP departments/offices, and provide statistics and analytical reports on feedback responses that will serve as basis for top management’s planning and decision-making.
Solution and Impact
With BSP FMS, external clients may provide feedback either through paper-based or electronic methods. The available channels are as follows:
- A system-generated one-pager structured form to be manually filled out; this form can be automated through scanning and uploading in the system;
- An emoticon tablet (happy, neutral, sad) with provision for unstructured comments;
- A touchscreen kiosk that has front-end features: feedback can be through emoticon or structured form; and provides-a directory of floor locations of BSP departments/offices; and
- An online application at the Feedback Corner of the BSP Website.
It has a back-end facility for the following:
- Dashboard for all Servicing Departments/Offices (SDOs)-With flags and real time alerts on sad emoticon/negative feedback (structured forms with rating of 1 and 2);
- Data-entry facility to update action/s taken by the SDOs on the sad emoticon responses/negative feedback -with audit trail/logs; and
- Statistical and analytical report generation both for SDOs and FMU
The Feedback Management Unit (FMU), as the system administrator, consolidates all feedback results from different F.MS channels and provides comprehensive and timely reports to BSP Management and SDOs. With real-time alert notifications, sad emoticon responses/negative scores are immediately acted upon by SDOs or action plans are devised to efficiently address the complaints from external clients. Facilities-related concerns such as air-conditioning units, lack of chairs at the reception areas or availability of restrooms are given timely actions by the BSP’s Facilities and Management Engineering Department. Also, verbatim comments provided by external clients triggered SDOs to reassess their existing procedures and policies to address issues and concerns.
While the BSP FMS has yet to receive an award, the valuable inputs gathered from comments of returning clients after improvements were done, serves as a reward itself. Positive responses have been received due to timely and efficient actions taken by departments/offices stemming from negative feedback received earlier. Clients would often give words of gratitude for their comments being taken on a positive note and giving much priority to their concerns. The BSP FMS shall continue to innovate and enhance as business processes evolve.