The Bangko Sentral ng Pilipinas requested for the development and installation of multiple electronic feedback channels to ensure that P6 departments are committed to continuously improve service and be consistent in managing external clients’ satisfaction by taking action on any problems arising from feedback results.
Monstarlab Manila developed a Feedback Management System (FMS) which is a combination of both hardware and software system requirements which serve as channels for external clients to give their insights and suggestions on how they perceive the quality of services/transactions performed by the identified BSP Departments.
Through these tools, stakeholders who personally come to BSP can conveniently provide feedback through “I-React” or accomplish Formal Feedback Forms in the e-kiosks or online through the BSP Website and give suggestions on how they perceive the quality of BSP services. Information that will be generated through these feedback channels are then used for service and process improvement of Servicing Departments/Offices.
Implemented in 24 locations nationwide and over 75,000 feedback gathered since first use.