DPWH taps SPi Global to operate government’s first outsourced call center
June 23, 2011, Manila, Philippines. The Department of Public Works and Highways is the first government agency to outsource its call center operations by tapping SPi Global, the country’s biggest Filipino-owned BPO company, to operate and manage its hotline “165-02”. This project was launched during the agency’s 113th anniversary celebration held today at its Central Office in Bonifacio Drive, Port Area, Manila.
DPWH hopes to bring its customer service to world-class standards with the help of an established and highly regarded call center service provider.
DPWH Secretary Rogelio L. Singson said: “Filipinos anywhere in the country can now just call ‘165-02’ if they see any potholes in our roads or if they have any other concerns with the department. The DPWH anniversary is certainly the perfect time to launch this call center. It signifies our commitment to provide higher levels of service in the coming years.”
The DPWH hotline “165-02” is now available 24/7 to those who wish to report damaged roads and other public infrastructure, inquire about the department’s projects, make suggestions, file complaints, and even report wrongdoings of DPWH officials.
“This partnership with the DPWH demonstrates the faith and trust of the government that SPi Global’s best practices in providing world-class service can also be made available to the general public,” said Maulik Parekh, SPi Global President and CEO.
Elizabeth P. Pilorin, Chief, Public Information Division of DPWH, said the partnership is part of the agency’s program to continuously improve the quality and delivery of the agency’s services. “We conducted a thorough bidding process for an outsourced provider and gave specifications relevant to the needs of DPWH,” explained Pilorin.
The team members assigned to the DPWH account underwent a rigorous training program at SPi Global’s facilities to ensure the highest standards of performance and productivity. The most important task of each customer service representative (CSR) is to take note of the nature of the call or complaint to be able to respond thoroughly and accurately. “This training was custom-designed for the needs of DPWH to help ensure excellent customer service,” said Ricelle Matti, Site Director of the SPi Global facility handling the DPWH Contact Center.
“We recognize the important role of the DPWH in the country’s national development and we are eager to help the DPWH perform its role by responding effectively and efficiently to each call. Our rich experience with global clients would prove valuable. We will consistently and seamlessly follow a strict set of best practices following global standards,” said Parekh.
Parekh pointed out that this is a true Public-Private Partnership (PPP) and it serves as another proof that the government and private sectors can work well together to enhance front-line government service to Filipinos. “It makes good sense for the government to work with private companies like SPi Global, leveraging its expertise and international experience in improving services to the public.”
The first call to the DPWH hotline “165-02” was made by President Benigno Aquino from the agency’s main office in Manila during DPWH’s anniversary celebration.
As the largest Filipino-owned BPO company, SPi Global recently won BPO Company of the Year” in the International ICT Awards and has received many other international recognitions. The company is ranked among the top 100 international outsourcing service providers by the International Association of Outsourcing Professionals’ (IAOP) Global Outsourcing 100 list. This is the 6th consecutive year that SPi Global has been named in this list.
SPi Global is a wholly-owned subsidiary of the Philippine Long Distance Telephone Company (PLDT), the leading telecommunications provider in the Philippines voted recently by analysts and investors as 2011’s Best Managed Company in the country in a poll by FinanceAsia magazine.
About SPi Global
SPi Global is a leading full-service BPO provider with offices and facilities across North America, Europe, Australia and Asia. SPi Global has over 15,000 employees delivering a wide range of Knowledge Process and Customer Relationship Management solutions to diversified markets, including financial services, healthcare, legal, and publishing. SPi Global consistently improves operating efficiency, lowers costs, and helps to strengthen the competitive position of more than 500 clients.
SPi Global is a wholly owned subsidiary of the Philippine Long Distance Telephone Company (PLDT), the leading telecommunications provider in the Philippines. PLDT is listed on the Philippine Stock Exchange (PSE: TEL), and its American Depository Shares are listed on the New York Stock Exchange (NYSE:PHI).
Contact Anthony Alcantara
Manager, Media & Corporate Relations