Bryan Paul B. Gatmaitan

 Reference no. 20-PRO-PCMS-09- Meeting on PhilSys Contact Center Meeting Via Webex Teleconference 29 September 2020 9:00 a.m. to 10:45 a.m. Highlight of the Meeting 1. DNS Bautista gave an overview with regard to the working hours of the Philsys where enumerators will work 6 days a week and 9 hours a day during the pre-registration, and 7 days a week with 10 hours a day during the actual registration. She asked whether what will happen when an inquiry was made outside/beyond the working hours of Teleserv. Mr. Ocampo responded that there will recording or auto attendant. 2. DNS Bautista also asked what will be the process if Teleserv was asked to work in Saturdays or weekends. Will Philsys pay for this additional workload? According to Mr. Ocampo, they will discuss this with their management because everything they did or setup was based on the TOR. Action Matter: Teleserv to discuss this to their management and will go back to Philsys for updates. 3. Usec Villorente inquired whether Teleserv will only utilize one inbound line. For Teleserv, they will use the 1388 vanity number, and when someone calls, they will be referred or transferred to the Contact Center. 4. If there are long queues, Usec. Villorente suggested to give priority to PSA enumerators if possible. According to Teleserv, they can provide a separate/different number dedicated to the enumerators care of by their team. Action Matter: Teleserv to provide the separate number dedicated for the enumerators 5. For Teleserv Team, they raised a concern the need to configure their system or setup since what was raised by Philsys, particularly in the enumerators’ concerns/FAQs, is not included in the TOR, and they are not ready for it. 6. Mr. Ocampo asked whether who will train their agents if PSA enumerators concerns be included in the workload. Philsys claimed that they will be in-charge of their training and will communicate to Teleserv with regard to this matter. 7. If there are 6 agents to be utilized by Teleserv in handling inquiries, Mr. Laurente suggested that 4 agents handling public queries and 2 agents dedicated for the enumerators queries while DFV suggested to dedicate the 2 agents for public queries while 4 agents handle the enumerators’ queries during the pre-registration. 8. Mr. Ocampo suggested to amend or fix the current TOR since there will be a different setup not included in their contract. This is also to ensure their safety and security in terms of the legal aspect of their contract with PSA. 9. Mr. Vistro asked whether the agent of Teleserv will be able to access the CRM. According to Mr. Zarzuela, the CRM is a web-based application. So, basically their agents will be able to access it to answer questions/inquiries of the applicants. In addition, the PSA will be given access to the CRM and there is no limit in terms of accessibility of the CRM since it is internal and made by the Teleserv. 10. DNS Bautista asked whether Teleserv can do the amendments with regard to the changes in the TOR. According to Mr. Ocampo, PSA must be the one to do the revisions in the TOR and they will only operationalize what will be the agreement. Action Matter: a) To seek the help of the PSA legal service with the amendments particularly in the scope of work, extended working hours or the TOR per se. If PSA legal service is busy, PSA will seek the assistance of Atty. Butch. b) To consult also with the BAC Sec for the costing of additional agents 11. Usec. Villorente suggested that 1 week before November 25, Teleserv is already expected to operate. This is to test or practice the systems, agents, or overall equipment of Teleserv. 12. Usec. Vllorente asked about the need in the end of SI with regard to the contact center. This is to accommodate and focus their time on the priorities or urgent matters for the implementation of the contact center. Action Matter: Ms. Navea to provide the priority list to be given to Usec. Villorente or the SI team. 13. DNS Baustista asked the team in-charge of the grievance mechanisms. According to Mr. Laurente, there is no particular team handling the grievance. So his team and together with the team of Ms. Navea are the ones handling it for now. With this concern, DNS Bautista suggested to make a structure of the grievance mechanism, and how many people are needed in the team. Action Matter: Mr. Laurente to prepare the suggested structure of the grievance team to be presented to DNS Bautista 14. DNS Bautista also suggested to make a revised timeline concerning the contact center since it is possible that Sec. Chua will ask for it during the council meeting. Action Matter: The team of Mr. Laurente and Ms. Navea will discuss the matter and will inform the group for the updated timeline. 15. DNS Bautista asked about the mode of payment to Teleserv, either every month or every other month, at the same time, the start of the contract. Action Matter: Mr. Laurente to clarify it to PSA Legal service