Davao City – Representatives from the World Bank are currently in the city for a consultation workshop on Pantawid Pamilya grievance system. The World Bank delegates will also visit Barangay Tibungco for a brief field exposure. This was bared by Department of Social Welfare and Development (DSWD) Director Priscilla N. Razon.

“The activity aims to examine how the Grievance Redress System (GRS) mechanisms and processes of the Pantawid Pamilyang Pilipino Program are being implemented at the grassroots level,” said Director Razon.

“The World Bank delegates also want to observe and gather actual field experience on how complaints are handled and resolved,” she added.

The field visit also aims to identify the areas where there are gaps and bottlenecks in terms of resolution of cases, the elements, the processes and possible resources deterring the process; determine areas where tools for client satisfaction can exist and be implemented; account for innovated practices; and analyze the possibility of incorporating the current processes of the GRS to standardize the good practice

The GRS has transitioned from being case-centered to client-centered in resolving received grievances. The goal of this said enhancement is to improve the mechanism of resolving complaints.

Pantawid’s grievance system aims to be more than just a channel of receiving complaints and grievances but more importantly in understanding the context and actually improve on the mechanisms that cause the surge of complaints. In the long run, the system is viewed to create a corrective mechanism that can readily resolve issues and prevent grievances.

For the 2nd quarter of this year, Pantawid Pamilya has already received 2,277 cases and resolved 2,169. The ongoing cases of 108 is related to beneficiaries with retroactive payments.

Pantawid Pamilya has been keeping children in school and families healthy since its onset in 2008. At present, Davao Region has 198,973 household beneficiaries in all 4 provinces, 6 cities, 43 municipalities covering 2,217 barangays. (DSWD)