BOC-Legazpi Enhances Feedback Mechanism
The Bureau of Customs – Port of Legazpi has recorded a total of 295 queries and/or concerns that were addressed by the Port’s Customer Care Office since its establishment in January 2020. The majority of the queries and concerns were sent through social media.
In January 2020, the Port of Legazpi initiated the Customer Care Office under the Office of the District Collector to make the Port more transparent and easily accessible to the stakeholders especially in the midst of COVID-19 pandemic.
The Customer Care Office of the Port was created to better address the BOC-related inquiries, concerns and complaints of the transacting public. It serves as a frontline for stakeholder interaction. The said office is composed of one Customer Care Office Head and 4 staff that operate through email, social media and call center operations. The office also caters to walk-in clients.
Although the actual physical Customer Care Legazpi office is not yet established and despite the threat of COVID-19 and Enhance Community Quarantine (ECQ), the said unit has been active in addressing the queries and concerns of the public.
According to District Collector Alexander Go, BOC Legazpi personnel is expected to transfer to a new office building before the end of the first semester of 2020. This will provide the Customer Care Office with enough office space that will serve as One-Stop-Shop for all Customs-related inquiries, concerns and complaints. This is in support of the Bureau’s commitment to streamline frontline processes and implement a zero-contact policy in compliance with ARTA’s thrust to reduce red tape and expedite government processes.