Bukidnon State University Enhances Client Feedback Management through BOSES System Coordination Meeting

Bukidnon State University (BukSU) recently held a virtual coordination meeting to bolster the effectiveness of its BOSES Feedback Management System. Organized by the Client Care Center (CCC) on November 8, 2024, the meeting brought together focal persons from various university units in the main and satellite campuses, aiming to strengthen the university’s customer feedback mechanisms, streamline responses, and ensure compliance with the Ease of Doing Business and Efficient Government Service Delivery Act of 2018 (RA 11032).

Key Agenda Points and Updates

Vice President for Administration and Finance, Mr. Dante S. Victoria Jr., who chairs the Feedback Management Committee (FMC) and the Committee on Anti-Red Tape (CART), led the session with essential discussion on the importance of feedback management in the university in compliance to the RA11032.

Dr. Richard Ian Mark T. Necosia, Head of the Client Care Center, provided an overview of the recent establishment of the BukSU Client Care Center, aimed at centralizing feedback management across the university. He also presented the membership updates of the FMC and CART and introduced a newly organized clustering system for the BOSES feedback units. The clustering initiative aligns different units under specific vice-presidential offices, promoting efficient handling and categorization of feedback by office specialization.

Standardized Feedback Management Procedure

The focal point of the meeting was the cascading of the feedback management procedure, which includes customer satisfaction analysis and complaint handling protocols. The guidelines ensure timely, transparent, and empathetic responses to feedback, whether addressing complaints or acknowledging positive suggestions. The process is designed to enable focal persons to respond to client concerns within the prescribed timeframe, fostering accountability and responsiveness in service.

Future Outlook and University Commitment

As BukSU continues to prioritize quality service, this coordination meeting underscores the university’s dedication to refining its feedback mechanisms. Dr. Necosia expressed optimism about the BOSES System’s role in promoting continuous improvement and addressing clients’ concerns effectively.

Through ongoing efforts to streamline the BOSES Feedback Management System, BukSU reinforces its commitment to fostering a supportive and responsive environment for its stakeholders, embodying its vision of service excellence. (Demi Lorenz F. Jover, Client Care Center Staff)