Baricuatro sets up Cebu People’s Action Center

Local

IF YOU have ever felt ignored after reporting a pothole, slow service, or a government office that never responded—Cebu Province now has a new place to take your concerns.

Cebu Gov. Pamela S. Baricuatro on June 30 signed Executive Order No. 5 creating the Cebu People’s Action Center (CPAC), a centralized platform for communication, feedback, and public service requests under the Provincial Government of Cebu.

CPAC is designed to be a 24/7 multi-channel service hub where citizens can lodge complaints, submit suggestions, and make inquiries on government services.

According to the order, it will also serve as a tool for ensuring accountability, tracking resolutions, and improving inter-agency coordination.

The platform will be accessible through a hotline, a dedicated website with ticketing and feedback systems, and a mobile application equipped with real-time tracking, push notifications, and geotagged reporting features.

Baricuatro emphasized the importance of citizen engagement and transparency in local governance.

The EO states that the provincial government “recognizes the fundamental right of citizens to access timely government services, voice their concerns, and contribute to good governance through constructive feedback.”

The Provincial Information Office (PIO) will oversee the day-to-day operations of CPAC. Its responsibilities include staffing and supervising the CPAC team, managing digital platforms and analytics, and submitting regular performance reports to the Office of the Governor and the Sangguniang Panlalawigan.

CPAC’s stated objectives include consolidating public service requests into a unified ticketing system, enabling timely resolution and accountability, and strengthening coordination between departments and agencies through automated referral and escalation mechanisms.

It also aims to build public trust through visible dashboards and analytics on government responsiveness.

These dashboards, according to the EO, will be made accessible to the public via the CPAC website and app, showing metrics such as response times and resolution rates.

To ensure privacy and data protection, all personal and sensitive information collected through CPAC’s platforms will be handled in compliance with Republic Act No. 10173 or the Data Privacy Act of 2012. The PIO will coordinate with the designated Data Protection Officer to enforce proper handling.

All provincial offices, departments, and attached agencies are required to designate a focal person or response team to coordinate with CPAC. They must acknowledge and act on referrals within prescribed timelines, provide feedback or resolution updates, and participate in regular performance assessments.

The EO also outlines a training program to be conducted by the PIO and the Human Resource Management Office for CPAC personnel and designated agency responders.

The goal is to uphold service excellence and customer-oriented handling of public inquiries and complaints.

CPAC will also undergo periodic performance evaluations and internal audits to assess user satisfaction, system efficiency, and resolution times.

The PIO is tasked to submit quarterly reports to the Governor and the Sangguniang Panlalawigan, including any recommended improvements.

To support CPAC’s implementation, the provincial government will conduct a sustained public awareness campaign. Funding for the operational and capital needs of the platform will be sourced from the Province of Cebu’s annual budget or other lawful sources, subject to applicable budgeting and auditing rules.

The Executive Order took effect immediately upon signing.(MyTVCebu)