Philippine Bureau of Customs’ Customer Care Center (CCC)
For Best Practice in Client Service
The Customer Care Center (CCC) was formally established on February 6, 2020 by Commissioner Rey Leonardo B. Guerrero under Customs Special Order No. 19-2020. The CCC is a modern customs service center that operates as a one-stop shop, which serves as the focal point of all Customs related inquiries for walk-in stakeholders in compliance with Republic Act No. 11032, “Ease of Doing Business and Efficient Government Service Delivery Act of 2018” and as part of the implementation of Zero-Contact Policy on critical operational aspects such as assessment of Goods Declaration.
With the directive of the Commissioner, all seventeen (17) Customs Collection Districts have successfully established their respective CCCs. These CCCs aim to provide a seamless and simplified experience to Customs stakeholders.
The CCCs provide services such as centralized document receiving and releasing, information area for inquiry and other general concerns, payment center, issuance of pass control for access to and appointment with BOC offices, and other Customs services. They also house self-service information kiosks with interactive features for different types of inquiries. Manned by competent and professional Customs Service Officers, the CCCs ensure a positive experience for the transacting public.
Furthermore, one of the innovations of the CCC is the online Client Feedback Mechanism for stakeholder satisfaction analysis. The main objective of the client feedback is to identify which services of CCC and other BOC processes need improvement. This mechanism is also helpful during the pandemic because it serves in contract tracing of all walk-in stakeholders transacting in CCCs.
Part of this current administration’s 10-Point Priority Program is to provide quality service by aligning all BOC offices with ISO 9001:2015 Quality Management System Standards. The BOC Customer Care Center-Port of Manila (CCC-POM) was awarded ISO 9001:2015 Quality Management System (QMS) Certification by an external auditing firm on December 4, 2020, eight (8) months after its establishment. The CCC-POM also passed its first Surveillance Audit for its re-certification on August 6, 2021.
The Bureau of Customs’ Customer Care Center commits to continuous promotion of transparency and improvement of its services, systems, and processes for the benefit of its stakeholders, and for the trust and confidence of the general public. .