AGENDA

GRD performance Grievance trends System enhancements Our ways forward

from 2016 to Q1 2017 and statistics and initiatives

1 2 3 4
Accomplishments CAP-BUILD COMPONENT

Conducted 5 clustered training on

investigation and report writing skills for
277 grievance officers.
Training Core Competencies:
 Investigation Skills
 Communication
 Case Management
 Report Writing
Accomplishments IT/MIS COMPONENT

In collaboration with IMB, developed

an in-house software solutions which
served as repository for captured
complaints.
Salient features of the new app:
 Updating of grievance status
 Auto-generated reference number for monitoring
 Assignment to case officers
 Display dashboards
 Export raw data function for reportorial
requirements
Accomplishments M&E ACTIVITIES

Provided comprehensive Technical

Assistance to 18 regions on the
following focus areas:
 Retro payment process
 Payment resolution process
Accomplishments M&E ACTIVITIES

Carried-out spot-check activities to all

regions with the focus on:
 Operationalization of the GRS
enhanced process
 Data accuracy and quality
 Service effectiveness
Accomplishments SPECIAL PROJECT
Developed a new GRS form featuring additional
categories to capture MCCT, IP and GAD issues.
The form shall be used at the following level (or
during):
 GRS helpdesk – (NPMO, RPMO, POO and
MOO set up)
 GRS helpdesk during payout activities
 Family Development Session
 Any Pantawid-related activities such spot-
checks, field visits, home visits, etc. 
Accomplishments SPECIAL PROJECT

Crafted Citizen’s Charter, (also a

flagship initiative of GRD) as a quick
guide to the front line services provided
by Pantawid Pamilya Program. GRD has
collaborated with five (5) regional focals
to finalize the charter.
Accomplishments SPECIAL PROJECT

Led technical sessions with over 100

civil society partners across the country.
The activity provided partner CSOs with
the knowledge in handling grievances as
well as crafted implementation plan that
spells out key roles and responsibilities
of partners in the grievance
management.
Accomplishments SPECIAL PROJECT

Spearheaded a consultation session with

the IP and GAD Regional Focals to craft
a guideline exclusively for capturing,
processing and resolving complaints of
Indigenous People group, children and
women beneficiaries.
 COMPLAINT STATISTICS
80K

70K
82,986
60K 56,82
The figure shows
6
50K
complaints received
covering CY 2016 and 40K
Q1 2017.
30K

20K

10K

0
2016 2017
 Top 4 type of complaints received for the period
January 1, 2016 to Sep 30, 2017

94,299 15,306
complaints on non-payments complaints captured are on
and reduced payments cash card problems

9,973 8,512
reports on misbehavior of
Inquiries, queries partner-beneficiaries
Top 5 regions
with most number
V – 18,698
of recorded IVB – 18,649
complaints for the IX – 18,068
period January 1, CRG – 10,919
2016 to Sept 30,
2017 IVA – 8,917
Enhancements

 Implementation of the new GRS form at

the regional offices. This is part of the
result of TA effort provided by the World
Bank. The new form features additional
categories to capture IP and Gender
cases.
 Crafted policy guidelines on resolving IP
and Gender-based abuses for grievance
handlers.
Enhancements

 Changed grievance type “Not Listed” to

“Request for Social Services”.
 Created a comprehensive, standard
template matrix (with guidelines) to
capture, track and monitor grievances
captured at the NPMO, RPMO, POO and
MOO.
Enhancements

 Carried-out enhancements into the retro

payment module to process retro payment
claims of beneficiaries on non-payment of
rice subsidy.
 Carried-out also system enhancements into
the new GRS app to include root-cause
codings for payment issues, additional
categories for IP, GAD and MCCT cases,
among others.
WAYS FORWARD

 GRS Enhancements Phase 2

 Conduct study for the new GRS
branding strategy (Initial name:
FEEDBACK & REDRESS Mechanism
 Development of a CRM software
application
ACTIVITY Brief Description Timeline

1. GRS Enhancements This is a radical re-designing of Sep-Oct 2017

Phase 2 the GRS core processes to
better support the division’s
goals as well as the
management’s new branding
service: “Maagap at
Mapagkalingang Serbisyo”

2. Grievance CRM A software solution for 2nd semester, 2017

application capturing real-time complaints

3. GRS Branding Create a new brand identity for 2nd semester, 2017
Strategy GRS. Initial name: Feedback
and Redress Mechanism
THANK YOU!