DSWD ReliefAgad Project

Sterling Global Call Center

As of June 19, 2020

READINESS CHECKLIST UPDATE

1. CALENDAR OF ACTIVITIES

• Hotline• Chatbot

2. PROJECT AND INITIATIVES

• Technical Escalation• Hotline Script• Chatbot / FP Page• QA Score• Issue Registry• Library Update• C.A.R.E.• Post It• Project Spot Check

3. VOICE HOTLINE PERFORMANCE

• Key Performance Indicator (KPI)• Hotline Call Drivers• Hotline Top Transaction Breakdown• Area and Sample Sentiments

5. CHATBOT PERFORMANCE

• Chatbot Transaction Driver• Most clicked FAQs• Top Transaction Breakdown• Area and Sample Sentiments

6. FB PAGE PERFORMANCE

• FP Page Status• Most engaging post• FP Page Transaction Breakdown• Sample Sentiments

TABLE OF CONTENT

4. QUALITY PERFORMANCE

• Quality Performance Voice Hotline• Breakdown of Opportunities

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RELIEFAGAD ACTIVITY CALENDAR

JUNE 01, 2020o Updated FAQs

JUNE 02, 2020: Updates and instructions1). On item #25 of the updated FAQs, applicants can only nominate/register bank/epayment

account under their name. Accounts under the name of spouse and children will not be allowed. Otherwise, please advise as below:

2). Enroll in Paymaya or GCash before registering on the app. Please emphasize that havingtheir own account will facilitate faster transfer of funds.

3). For applicants who do not have smartphones to register to the app, they may use another device but emphasize that they should input their own celphone number in the app sothey can secure the OTP and receive official text messages directly.

JUNE 05, 2020: OTP Reminder▪ Para sa ano ang One Time PIN (OTP)? Ang OTP ay isang paraan upang mapatunayan kung ikaw ay

may access sa mobile number na ibinigay mo (mobile number mo, o ng asawa o anak). Ito ay mahalaga dahil sa mobile number na ito ipararating ng DSWD ang mga anunsyo o komunikasyon. Kailangan ding i-enter ang OTP sa ReliefAgad bago matapos ang pagrehistro.

JUNE 08, 2020: ReliefAgad App accessibility▪ Kung ang gamit mo ay Smart, TNT o Sun network, maaari ka nang mag rehistro sa ReliefAgad.ph

kahit walang data subscription.

JUNE 14, 2020: Deadline of Registration thru ReliefAgad App▪ Reminder on deadline of Registration until June 16, 2020 posted on FB Page and NTC SMS Blast

JUNE 17, 2020: Deadline of Registration thru ReliefAgad App▪ Reminder on deadline of Registration until June 19, 2020 posted on FB Page and NTC SMS Blast▪ Area Coverage – 2nd Tranche distribution

HOTLINE & FB MESSENGER

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RELIEFAGAD PROJECT INITIATIVES

INITIATIVE DESCRIPTION OWNERIMPLEMENTATION

DATEIMPACT TO OPS

TechnicalEscalation

Escalation procedure for technical concerns in ReliefAgad App registration.

Feedback loop from Ops to Zendesk is 2 hour SLA to immediately address and resolve concerns (96 counts)

OpsClient (Zendesk)

May 15, 2020Strengthened trust to the hotline as

beneficiaries receive feedback re their concern

HotlineScript

To become natural and more understandable for the beneficiary with accurate information relayed

Revamped call flow by immediately addressing the caller's concern before getting the needed personal data.

Training DoneContact center agents are mor adept in

handling caller's concern with warm and sincere connection to callers

Chatbot/FB Page

Improvement with chatbot script to become user friendly for beneficiaries

Ops/Training May 17, 2020 Chatbot is more engaging

QA ScoreTo ensure that the agents are providing exceptional handling to match with different types of callers

QA May 17, 2020

Ensure that agents are providing the kind of service aligned with internal and

external objectives to excellently deliver client expectations

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RELIEFAGAD PROJECT INITIATIVES

INITIATIVE DESCRIPTION OWNERIMPLEMENTATION

DATEIMPACT TO OPS

IssueRegistry

To better track questions that are not part of FAQs which were encountered via voice and social media

Ops May 17, 2020Contact center are more knowleadgeable

and read to respond to questions raised by callers / chatters

Library Update

For easy access of the latest cascade and updates for the agents

Training May 20, 2020

Contact center agents are more knowledgeable, aligned with the process

and be able to provided accurate information to beneficiaries

C.A.R.E.Call Assessment &

Resolution Expert

Huddle pull-out during avail hour to ensure to cover and immediately address the opportunities captured from call listen-in

QA & Ops May 21, 2020This program allows leadership

development and skill enhancement through call assessment activities

POST ITRandom Live Barge of agents on deck. In a small piece of paper indicating good points and areas for improvement and posted in front of their CPU.

Training/QA May 28, 2020Contact Center agents will be reminded in

providing excellent customer service.

PROJECT SPOT CHECK

To ensure that the agents are religiously using the updates library.

Ops/Training 03/06/2020Ensure that Contact center agents are

consistently providing accurate information to beneficiaries

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RELIEFAGAD PROJECT INITIATIVES- CUSTOMER FEEDBACK AND ANALYSIS

CUSTOMER FEEDBACK

& ANALYSIS

SMS Notification, 2, 8.00%

Second Tranche, 4, 16.00%

Data Privacy, 1, 4.00%

Eligibility, 3, 12.00%

EDIT / ADD DETAILS5, 20.00%

APP REGISTRATION

9, 36.00%SAC Form, 1, 4.00%

Can I still register if my area is non-NCR, under GCQ?

Pending: Who can register if the beneficiary is below 12 years and was able to get AYUDA before?

Sample: Will I receive an sms notification if Ayuda is already credited to enrolled facility (bank and cash)?

Pending: My Husband is a recipient of SSS SBWS and I am a SAP benef. How and where do we return the money received from DSWD? Will I get imprisoned?

Sample: What is the assurance that the details provided will not be used other than specified intention?

Sample : If their barangay officials say NO MORE SAC FORMS to whom can they request it from?

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How to edit erroneous data submitted - re: wrong/ missing digits in account details?

VOICE HOTLINE PERFORMANCE

KEY PERFORMANCE INDICATOR

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18 442

1303

1753

10501192 1107

1271

815

18 442

1303

1753

10501192 1107

1271

815

MAY 4-10 MAY 11-17 MAY 18-24 MAY 25-31 JUNE 1-7 JUNE 8-14 JUNE 15-21 JUNE 22-28 JUNE 29-JULY 4

Voice Hotline Weekly Trends and Comparison

TOTAL CHAT TOTAL RESPONDED

(416, 83%) Non-receipt of SAC Form

VOICE TRANSACTION BREAKDOWN

ON LINE REGISTRATION

(4,450, 80%)

(3,925, 88%) Instructions on how to register

(554, 10%) Revisions on Registration

2ND WAVE OF AYUDA

(374, 6%)

(374, 100%) Release date of 2nd tranche

WHERE TO GET SAC FORM (401, 9%)

(85, 17%) Lost duplicate copy of SAC form

STATUS OF SAC APPLICATION

(227, 3%)

(227, 100%) what happens once successfully registered? Automatic received in bank acct?

SAP ELIGIBILITY

(70, 2%)

(70, 100%)Eligibility/Qualification

SAC RELATEDINQUIRY (5,428 , 99%)

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(96, 2%) Availability of the App

(80, 100%) Online Registration (Unable to read BARCODE/Invalid OTP/Non receipt of OTP)

SAC RELATEDTECHNICAL

(80, 1%)

NON SAC RELATED (12, 1%)

(7, 47%) Inquiry on other cash assistance (4Ps, UCT,etc), Medical Assistance

(4, 47%) Relief Goods

(1, 6%) DSWD Hotline

VOICE HOTLINE TOP AREAS

WHERE TO GET SAC FORM: "sir tanong ko lang nung nag fill up kasiasawa ko dun sa brgy di binigay sakanyayung SAC form nya san ko kaya makukuhayun"

(Caloocan City))

2ND WAVE OF AYUDA: "sir tatanong ko lang po sana kung klan po

yung bigayan ng pangalawang ayuda" (Quezon City)

ON LINE REGISTRATION: "meron ako sac form pero wala po ako smart phonepaano po mag pa register“

(Davao Cityl)

STATUS OF SAC APPLICATION:"Tatanong ko lang sana sir yung sareliefagad app ang tagal ko na dinpo kasing nakapag register dun sirano po ba update sir? “

(Rizal)

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SAP ELIGIBILITY: "Ptanong ko lang, sss pentionare ako.pwede ba ko sa sap ng DSWD? "

(Manila City)

VOICE HOTLINE QUALITY PERFORMANCE

QUALITY OBSERVATION:

WE June 23

✓ 100% of monitored agents met the 95 passing mark

✓ 3 agents failed on Gather information –missed to obtain alternate contact number

QUALITY PERFORMANCE

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PASSING MARK - 95

93.43 95 97.5 95.9 96.5

0102030405060708090

100

WE May 26 WE June 02 WE June 09 WE Jun 16 WE Jun 23

TECHNICAL FULFILLMENT REPORT

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Inbound

MAY – 103, 100%

JUNE – 81, 93%

FB Chat

MAY – 0, 0%

JUNE – 6, 7%

89

60

17

3

21

47%

32%

9%

2%

11%

0-30

31-60

61-90

91-120

120- UP

Escalation to Zendesk

Count Percentage

140

28

1

1

20

74%

15%

1%

1%

11%

0-30

31-60

61-90

91-120

120- UP

Call Out to Beneficiary

Count Percentage

CHATBOT PERFORMANCE

CHATBOT TRANSACTION DRIVER MOST CLICKED FAQsAs of JUNE 21 2020

“Ano ang ReliefAgad? “17%

“Ang reliefagad ba ay ang pang second tranche ng SAP? “16%

“Paano mag-register gamit ang ReliefAgad app?“13%

“Anong klaseng ID ang maaarikong gamitin sa pag register?”12%

“Kailan ko matatangap ang cash assistance?”12%

“Ang hindiba maka register sa relief agad, hindina makaka-receive ng 2nd tranche?Lahat ba ng beneficiaries for 2nd tranche kailangan dumaansa paggamit ng relief agad?“

11%

10%

“Sino ang maaaring gumamit ng ReliefAgad app para mag-register sa social “8%

“Kabilang ako sa dapat makatangap ng cash assistance mulasa social amelioration program ngunit wala akong SAC. Maaariba akong mag register sa ReliefAgad app?”

7%

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“Anong mga papeles ang kailangan ko para makapagregister sa ReliefAgad app?”6%

Total Users 272,359

Total Message Volume Received handled by Chatbot 97,998

Total Message Volume Received Agents have handled 70,456

As of June 21, 2020

“Pwede bang matanggap ang ayuda sa Palawan Express?”

18 442

1303

1753

10501192

780

18 442

1303

1753

10501192

780

MAY 4-10 MAY 11-17 MAY 18-24 MAY 25-31 JUNE 1-7 JUNE 8-14 JUNE 15-19

Weekly Trends and Comparison

Total Chats Total Responded

(206, 77%) Non-receipt of SAC Form

CHATBOT TRANSACTION BREAKDOWN

ON LINE REGISTRATIO

N(1,484, 41%)

(1,243, 83%) Instructions on how to register

(233, 16%) Revisions on Registration (name, mode of disbursement, family members, etc)

2ND WAVE OF AYUDA

(1,090, 37%)

(1,090, 100%) Release date of 2nd tranche

WHERE TO GET SAC FORM

(266, 8%)

SAP ELIGIBILITY(309, 9%)

309, 100%) Eligibility/Qualification

STATUS OF SAC

APPLICATION(157, 6%)

(157, 100%) What happens once succefullyregistered? Automatic received in bank acct?

SAC RELATEDINQUIRY

(3,306, 99%)

(60, 23%) Lost duplicate copy of SAC form

(25, 68%) Inquiry on other cash assistance (4Ps, UCT, etc), Medical Assistance

NON SAC RELATED (37, 1%)

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D (8, 1%) Availability of the App

(6, 100%) Online Registration (Unable to read BARCODE/Invalid OTP/Non receipt of OTP)

SAC RELATED (6, 1%)

(9, 24%) Relief Goods

(3, 8%) DSWD Hotline

CHATBOT TOP AREAS2ND WAVE OF AYUDA:

"sir tatanong ko lang po sana kung klan poyung bigayan ng pangalawang ayuda"

(Quezon City)

ON LINE REGISTRATION:"Naka receive kami ng text galing sa NTC kaso nakapagregister na kami noong May eh magreregister pa ba kami?"(Cavite)

STATUS OF SAC APPLICATION: "Tatanong ko lang sana sir yung sa reliefagadapp ang tagal ko na din po kasing nakapagregister dun sir ano po ba update sir? "

(Rizal)

WHERE TO GET SAC FORM: "sir tanong ko lang nung nag fill upkasi asawa ko dun sa brgy di binigaysakanya yung SAC form nya san kokaya makukuha yun"

(Caloocan City))

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SAP ELIGIBILITY: "Naka rehistro na pwede ba mag tanong kungqualified kami?“

(Bulacan)

FB PAGE PERFORMANCE

POST REACHPOST ENGAGEMENT

Number of people who saw specific post in news feed

Number of people who made an action on our page or post such as share, like, etc.

Number of people who follow our page since launch date

NEW PAGE LIKES

Number of people who like our page since launch

Number of times DSWD page profile was viewed since launch date

THE MOST ENGAGING POST?

Number of people who saw any of your post content

PAGE REACH

PAGE VIEW FOLLOWERS

FP PAGE STATUS FROM LAUNCH

1.6M Reach / 201.6K Engagement

RELIEFAGAD HANGGANG JUNE 16, 2020

RELIEFAGAD HANGGANG JUNE 16, 2020

679.3K Reach / 123.5K Engagements 496.8K Reach / 85.5 K Engagements

2nd TRANCHE AREA COVERAGE

1

3 4

1.3M

PAGE BUTTON CLICKS

1.1M Reach / 174.3K Engagement

RELIEFAGAD HANGGANG JUNE 19, 20202

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20%

4.1M16%

117.1K9%

1.1M 126.6K

4.2M 85.4K

Based on the last 28 days: May 26-June 22

SOCIAL MEDIA CARDS

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DATE DESCRIPTION REACH ENGAGEMENTREACTIONS, COMMENTS,

SHARESPOST CLICKS

May 04, 2020 Official FB Page and Customer Service Chat of DSWD ReliefAgad 61,172 3,4141,361 2,053

May 08, 2020 DSWD ReliefAgad Published HL Calling Numbers 132,964 8,573 2,259 6,314

May 14, 2020 Para sa mabilis na pagrehistro ng SAC, gamitin ang link na ito: https://reliefagad.ph 595,917 105,718 21,607 84,111

May 15, 2020 How to register to ReliefAgad App? 612,200 125,400 8,104 -

May 16, 2020Alam mo bang may mabilis na paraan magregister sa tulong pinansyal sa ilalim ng Social Amelioration Program? 669,674 107,493 14,607 92,886

May 16, 2020 Kasama ba kayo sa mga maaaring makatanggap ng cash assistance mula sa Social Amelioration Program? 185,885 18,698 4,183 14,515

May 16, 2020 DSWD, DICT launch ‘ReliefAgad’ app to improve cash aid distribution 126,473 10,687 2,656 8,032

May 16, 2020 Ihanda ang Social Amelioration Card upang makapag-rehistro sa ReliefAgad. 596,812 101,214 19,272 81,942

May 16, 2020Bukod sa cash, maari mo nang matanggap ang cash grant sa iyong PAYMAYA, GCASH o ACCOUNT saBANGKO. 1,198,158 163,854 24,364 139,490

May 17, 2020 ReliefAgad updated website address 149,728 27,230 5,592 21,638

May 18, 2020 Tanong ng karamihan: legit ba ang ReliefAgad App? 139,684 26,632 5,586 21,046

May 20, 2020Para mabilis ang pag-rehistro ng inyong SAC formgamit ang ReliefAgad, kabisaduhin ang mga steps na ito. 423,613 81,285 11,931 69,354

May 20, 2020 What is ReliefAgad App? 388,862 36,116 10,298 25,818

May 21, 2020 In the news: USAID, DSWD launch ReliefAgad to hasten SAP distribution 142,200 23,867 4,071 19,796

May 21, 2020 Balita: ReliefAgad app para sa pagpapadali ng pamamahagi ng cash aid, inilunsad ng gov't 136,789 20,239 3,682 16,557

May 21, 2020 PAUNAWA: Mag ingat sa Pekeng Facebook Page 892,024 79,794 19,531 60,263

May 21, 2020 ReliefAgad: Paano Gamitin ang ReliefAgad Web App... 679,300 19,200 9,851

June 03, 2020 Ang ReliefAgad ay isang website (reliefagad.ph) at mobile application 288,643 42,000 7,341 34,659

June 04, 2020Ang bawat SAC form ay may unique o natatanging barcode. Ito ay isang security feature para saReliefAgad. 463,974 83,867 12,064 71,803

SOCIAL MEDIA CARDS

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DATE DESCRIPTION REACH ENGAGEMENTREACTIONS, COMMENTS,

SHARESPOST CLICKS

June 05, 2020 Para sa ano ang One Time PIN (OTP)? 246,052 38,557 6,470 32,087

June 08, 2020 Makipag-ugnayan sa inyong barangay o LGU upang makuha ang inyong kopya. 372,276 46,718 8,659 38,059

June 08, 2020Kung ang gamit mo ay Smart, TNT o Sun network, maaari ka nang mag rehistro sa ReliefAgad.ph kahitwalang data subscription. 412,817 55,908 10,116 45,792

June 14, 2020Para sa mga hindi pa nakapag registro at nasa inyo ang inyog SAC form, maaari pong mag rehistrohangang June 16, 2020 sa http://reliefagad.ph/ 1,561,511 199,580 34,776 164,804

June 14, 2020Ikaw ba ay benepisyaryo ng SAP? Irehistro na ang inyong SAC form sa https://reliefagad.ph hanggangJune 16, 2020.

670,051 122,059 18,728 103,331

June 14, 2020Maaaring matanggap ang cash assistance sa pamamagitan ng isang e-wallet account na tulad ng GCash o PayMaya, o alinman sa 58 bangkong kasapi ng PESONET. 239,894 38,803 7,293 31,510

June 14, 2020ANONG: Maari ko bang ibahin o palitan ang mga naunang naisumiteng datos sa ReliegAgad app (halimbawa ang pagpapalit ng mode of payment o paglalagay ng GCash / PayMaya / bank account)? 323,477 38,191 8,847 29,344

June 17, 2020 Anu-ano ang mga lugar na kasama sa makatatanggap ng pangalawang bahagi ng ayuda (2nd tranche)? 469,385 82,083 15,456 66,627

June 17, 2020 Ikaw ba ay may SAC form? Maaari pang mag rehistro sa https://reliefagad.ph hangang June 19, 2020 969,554 160,157 25,994 134,163

(983, 100%) No SAC form and CASH received; With SAC Form but NO CASH received; SAP Qualification; Discrepancy: no copy of half form

FB PAGE PERFORMANCE

ON LINE REGISTRATION

(2453, 41%)

(2453, 100%) Instructions on how to register, Registration concerns

2nd WAVE OF AYUDA

(1107, 18%)

(1107, 100%) Schedule of Release

SAP ELIGIBILITY(983, 16%)

GRIEVANCES(695, 12%)

(695, 100%) Begging for help/Unsatisfied/Rants

POSITIVE FEEDBACK (706, 12%)

(706, 100%) Liked ReliefAgad

and Tagged FB friends

SAC RELATEDINQUIRY

(6,011, 99%)

(67, 1%) DSWD published numbers can't be contacted, Other cash assistance, Medical Assistance)

NON SAC RELATED (67, 1%)

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FB PAGE / APP

LEGITIMACY (67, 1%)

(67, 100%) Legitimacy of FB

Page/ReliefAgad app; Data Privacy security; Fake news/

scam

FB PAGE TOP AREAS

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ON LINE REGISTRATION: "Good morning po. May concern lang posana, nagregister na po ksi ako before.Nagtetext po ang NTC regarding po sa mgahindi pa nagreregister. Ichecheck ko posana ngayon kung okay na po ungregistration namin kaso po invalid sac# poang lumabas. Taga Cavite Province pokami, Tabon 1 Kawit po."

(Cavite)

SAP ELIGIBILITY: "Magandang umaga. Ako po aymakikipag-komunikasyon as ngalanng aking mga magulang na parehongsenior citizen at ang isa at pwd(tatay). Ang aking mga magulang poay taga-Baranggay loma de gatomarilao bulacan."

(Bulacan)

GRIEVANCES: "bkit hanggang ngyon maraming naghintay,, sa ayuda,, ,,kailan pa yanmaibigay,, sa katulad ki nag intaymakabeli gamot sineor na,po ako,,kailangan gamot at makain,, sa hirapng buhay ngayon,,, please naman posana maibigay na ang ayuda sa tao.“

(Rizal)

FB PAGE / APP LEGITIMACY:"Good morning po bakit pokaya may mga tauhan ngbrgy na nag sasabi na wagdaw kme mag register jan sareliefagad.Com kasi bakadaw po scam salamat po sasasagot“

(Taguig City)