CAMP BGEN OSCAR M FLORENDO – The Police Regional Office 1 (PRO1) headed by Chief Superintendent Franklin Jesus B. Bucayu recently launched a regionwide client-satisfaction program dubbed “Paglilingkod” which aims to instill courteous and efficient behavior among PRO1 personnel.
PRO1 deputy chief for operations Police Senior Superintendent Mansue N. Lukban said the program is designed to minimize, if not totally eradicate, discourtesy, arrogance and inefficiency in the police service, and to establish a culture which recognizes the need to serve clients courteously and efficiently at the time they come for police assistance up to the completion of the service they need.
“Paglilingkod entails the conduct of intensive regionwide campaign against police personnel engaged in extortion or ‘kotong,’ ‘hulidap,’ mulcting, bribery and other forms of illegal activities. On the other hand, the program also involves the issuance of awards/commendations to deserving police personnel with good reputation and services rendered to their constituents,” Lukban said.
The Paglilingkod program has three objectives: 1) to institutionalize courtesy and quick service to every police personnel in dealing with the public, 2) to confer immediate recognition to police personnel for acts of courtesy and prompt delivery of services, and 3) to provide the public with a redress mechanism for grievances against discourteous police personnel and those engaged in illegal activities.
Under the program, a complainant who feels dissatisfied with the service of a police officer can bring the matter to the attention of the concerned chief of police/Unit head who shall mediate between the complainant and the personnel concerned towards the immediate resolution of the complaint. On the other hand, a citizen who feels satisfied with the service of a police officer can report such very satisfactory service to the concerned chief of police/Unit head. The Awards and Decorations Board, upon verification of the report, shall confer recognition or give corresponding award/decoration to the police officer concerned.
To encourage public participation in the program, PRO1, through its Regional Tactical Operations and Intelligence Center (RTOIC), established a Paglilingkod Call Center with hotline, 0920-5599247, which is open 24 hours a day and 7 days a week. Other call centers shall be established in the four police provincial offices and in the city/municipal police stations. In addition, a drop box labeled PRO1 Drop Box 724 (PDB 724) shall also be installed in every police office/unit down to the city/municipal stations where written reports from the public may be placed. Reports received through PDB 724 shall be collected daily and shall be acted upon within 72 working hours after receipt of the same.
“The ultimate goal of the Paglilingkod program is to make good client service second nature to all PRO1 personnel, such that they render services not for fear of public censure but out of duty to the public they serve,” Lukban stressed.#