DOLE Services Receive High Satisfaction Rating

Services provided by the Department of Labor and Employment (DOLE) received a 99.280% satisfaction rating during the third quarter of fiscal year 2023, a testament to the Department’s commitment to delivering quality service to the people.

Rated per quality service dimension, DOLE services scored 4.957 out of the perfect 5.0 grade for responsiveness, 4.971 for both reliability and outcome, 4.964 for access and facilities, 4.963 for communication, 4.945 for costs, 4.972 for integrity, and 4.969 for assurance. I Photo: Department of Labor and Employment - DOLE Facebook

When rated per quality service dimension, DOLE services scored 4.957 out of the perfect 5.0 grade for responsiveness, 4.971 for both reliability and outcome, 4.964 for access and facilities, 4.963 for communication, 4.945 for costs, 4.972 for integrity, and 4.969 for assurance.

The third-quarter report on Client Satisfaction Measurement covered frontline services of the DOLE Central Office and regional offices, with a total of 48,543 walk-in and online respondents, nearly all of whom stated they were “very satisfied.”

The third-quarter figures brought the overall satisfaction rating for the first half of the year to 99.325%, with a total of 83,961 respondents.

A high score of 4.965 was given for responsiveness, 4.969 for both reliability and integrity, 4.966 for access and facilities, 4.967 for communication, 4.957 for costs, 4.970 for assurance, and 4.972 for outcome.

“We are pleased by the public’s confidence in our frontline services aimed at supporting every Filipino worker. This very much shows our commitment under the Bagong Pilipinas to make labor, employment, protection of workers' welfare rights, and other services more accessible and efficient to everyone,” said DOLE Secretary Bienvenido E. Laguesma.

“The DOLE, under the administration of President Ferdinand R. Marcos Jr., will continue sustaining its gains and strengthening its current programs to ensure that decent work for all is not only a goal but a reality,” he added.

Prompt Help via Calls

In addition to its popular programs, the Department also extended its hands by promptly responding to queries, reports, and concerns of the public through the DOLE Hotline 1349.

From January to September 2023, there were 75,446 calls and 75,695 queries coursed through DOLE Hotline 1349.

The common matters raised by the hotline’s clients pertained to labor standards, labor and employment concerns, non-remittance/payments of mandated benefits, termination, separation, and resignation, and the implementing guidelines of the New Minimum Wage.

Meanwhile, Hotline 8888 and Contact Center ng Bayan logged a total of 811 labor-related complaints and requests for assistance from January to August 2023. All 811 reports on system and procedures of government services, labor concerns, integrity and conduct, and frontline services were acted upon.

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