Omnibus Guidelines on the Establishment of the Digital Media-Public Assistance Office in the Central Office and Regional Offices

February 1, 2019

LTO ADMINISTRATIVE ORDER NO. 2019-036

 

To attain this Administration's strategic goals on transparency, accountability, and good governance, it is incumbent upon government agencies to efficiently respond to and expeditiously resolve public concerns, comments/suggestions, complaints, queries and requests for information and assistance. This is especially true for concerns received through social media and other government public assistance portals, because the public expect instantaneous resolution/response.

Thus, the Department of Transportation (DOTr) issued Department Order No. 2018-17, with the subject: Establishment of Digital Media Offices (DMO) in DOTr Attached Agencies. AaCTcI

The DMO shall be in-charge of establishing and sustaining the proactive relationship of the DOTr attached agencies with its stakeholders and shareholders through the efficient operations of various digital communication channels.

ARTICLE I

Creation and Composition

SECTION 1. Creation of the Digital Media-Public Assistance Office (DM-PAO). —

A. In compliance with Department Order No. 2018-017 on the Establishment of Digital Media Offices (DMO) in DOTr Attached Agencies, this Office hereby creates the Central Office DIGITAL MEDIA-PUBLIC ASSISTANCE OFFICE (CDM-PAO), which shall be directly under the Office of the Assistant Secretary. acEHCD

B. In addition, DM-PAOs shall be established in the Regional Offices and shall be under the Office of the Assistant Regional Director.

C. Each DM-PAO shall be in-charge of the efficient monitoring of the actions taken, resolution and status of all concerns, comments/suggestions, complaints, queries and requests for information and assistance received from the LTO clients and the general public, lodged through various digital communication channels, which include e-8888 Hotline, email, SMS, social media accounts (Facebook, Twitter, Messenger, Instagram), Contact Center Ng Bayan (CCB), Presidential Complaint Center (PCC) and the Freedom of Information (FOI) Portal.

SECTION 2. The Central Office Digital Media-Public Assistance Office(CDM-PAO). —

The CDM-PAO shall be under a Digital Media Head who shall supervise two (2) teams, namely: the Social Media Team (SMT) and the Public Assistance Team (PAT), which shall be composed of the following personnel: EcTCAD

a. Digital Media Head

b. Social Media Officer

c. Public Assistance Officer

d. Case Resolvers (Social Media and Public Assistance)

e. Case Assistants (CDM-PAO, SMT & PAT)

f. Graphic Artist/Designer

g. Photographer/Videographer

SECTION 3. The Regional Office Digital Media-Public Assistance Office (RDM-PAO). —

The RDM-PAO shall be composed of the following:

a. Digital Media Head

b. Social Media Officer

c. Public Assistance Officer

d. Case Resolvers (Social Media and Public Assistance)

e. Case Assistant

f. Graphic Artist/Designer

g. Photographer/Videographer

SECTION 4. The Division/District Office/Licensing Center/DLRO/MVIC Digital Media-Public Assistance Office (DDM-PAO). —

The DDM-PAO shall be composed of the following:

a. Case Resolver — Division/District/LC/DLRO/MVIC Chief

b. Case Assistant — Records Officer

ARTICLE II

Functions, Duties and Responsibilities

SECTION 1. Digital Media-Public Assistance Office Head of the Central Office (CDM-PAO). —

To effectively accomplish the office' objectives, the functions, duties and responsibilities of the Digital Media Head of the CDM-PAO are hereby defined:

a. Recommend to the Assistant Secretary, the designation of a Social Media Officer and a Public Assistance Officer, Case Resolvers, Case Assistants, Graphic Artist/Designer, and Photographer/Videographer to compose the Social Media and Public Teams of the LTO-Central Office; HSAcaE

b. Supervise and oversee the overall daily operations of the Social Media and Public Assistance Teams;

c. Ensure that each team accomplishes their respective duties and responsibilities within the prescribed timeline;

a. n Craft policies, plans and programs, and activities for implementation to enhance LTO's digital presence and increase its responsiveness at the various platforms;

d. Employ public relations strategies that best fit the environment or circumstance;

e. Ensure that the office' goals and objectives are accomplished efficiently and within the set timeframe;

f. Generate insights, solutions and recommendations based on the reports submitted by the CDM-PAO Social Media and Public Assistance Teams, as well as the RDM-PAO; and

g. Submit a consolidated semi-monthly report to the Assistant Secretary, copy furnished the Executive Director and the DOTr-Communications Office Digital Media-Public Assistance Team (DM-PAT).

SECTION 2. Regional Digital Media Head (RDM-PAO). —

The Assistant Regional Director is hereby designated as the Digital Media Head of the Regional DM-PAO (RDM-PAO), who shall: HESIcT

a. Recommend to the Regional Director, the designation of a Social Media Officer and a Public Assistance Officer, Case Resolvers, Case Assistant, Graphic Artist/Designer, and Photographer/Videographer to compose the Regional Social Media and Public Assistance Teams;

b. Supervise and oversee the overall daily operations of the Regional Social Media and Public Assistance Teams;

c. Ensure that the office' goals and objectives are accomplished efficiently and within the set timeframe;

d. Manage the digital presence of the LTO-RO through conceptualization of relevant information materials for posting at the official Regional LTO social media channels;

e. Employ public relations strategies that best fit the environment or circumstance;

f. Ensure that the office' goals and objectives are accomplished efficiently;

g. Generate insights, solutions and recommendations based on the reports submitted by the Regional Social Media and Public Assistance Teams; and

h. Submit to the CDM-PAO a semi-monthly consolidated report of all cases received by the Regional Office with actions taken, resolution and status. caITAC

SECTION 3. The CO/RO Social Media Officer. —

There shall be a Social Media Officer for the Central Office and the Regional Offices who shall be in-charge of their respective social media accounts within his/her area of responsibility, and shall:

a. Conceptualize and direct content-generation for posting at the social media site, for the approval of the CDM-PAO or RDM-PAO Head;

b. Manage the digital presence of the LTO through posting relevant information materials in the official LTO social media channels;

c. Build strong and professional relationships with users and group admin to promote transparency, efficient coordination and gain a thorough understanding of interests and/or concerns; TAIaHE

d. Monitor and review photos, reviews and comments posted on the platform;

e. Monitor and delete inappropriate content or abuse and non-conformity to the social media ethical standards;

f. Identify and share social media content contributions from the public and other government agencies;

g. Identify issues depending on the content, groups and users;

h. Identify trends and patterns on potential issues and escalate the same to the Executive Director or the Regional Director, if necessary, through the CO/RO Digital Media Head, for guidance and appropriate action;

i. Act on concerns, comments/suggestions, complaints, queries and requests for information/assistance lodged through the various online platforms within twenty-four (24) hours with empathy, high quality, speed and accuracy using the LTO social media accounts; ICHDca

j. Monitor the performance of the Social Media staff as to the accuracy in providing information and efficient resolution and in terms of ageing status of cases;

k. Generate a daily summary/inventory of all cases received and forwarded by the Case Resolvers to the concerned offices;

l. Submit to the CO/RO DMPAO Head a weekly consolidated report of all cases with actions taken, resolution and status.

SECTION 4. The CO/RO Public Assistance Officer. —

The Central Office and Regional Office Public Assistance Officer shall be in-charge of all the concerns, comments/suggestions, complaint, queries and requests for information and assistance lodged through the DOTr's and LTO's e-mail account, e-8888, Presidential Complaint Center (PCC) and the Freedom of Information (FOI) Portal and who shall: cDHAES

a. Establish and maintain good public relations by way of properly and efficiently responding to concerns, comments/suggestions, complaints, queries and requests for information and assistance from the LTO clients and the general public;

b. Ensure that the cases are answered or endorsed by the Case Resolvers within twenty-four (24) hours from time of receipt;

c. Monitor the performance of the Public Assistance staff as to the accuracy in providing information and efficient resolution and in terms of ageing status of cases;

d. Generate a daily summary/inventory of all cases received and forwarded by the Case Resolvers to the concerned offices; and

e. Submit to the CO/RO DMPAO a weekly consolidated report of all cases with actions taken, resolution and status.

SECTION 6. n Case Assistant. —

There shall be Case Assistants to assist the DM-PAO Head, the Social Media Officer and Public Assistance Officer, who shall:

a. Encode data/s submitted by the Case Resolvers in the prescribed format;

b. Keep and retrieve records of the digital media office;

c. Assist in the initial processing of data; and

d. Assist in the case resolution follow-up.

SECTION 7. Photographer/Videographer. —

A photographer/videographer shall be designated to: ASEcHI

a. Document events through the conduct of video and/or photo coverage;

b. Create photo and video presentations; and

c. Ensure that the photos and videos are properly labelled/inventoried, digitally archived or stored for future use.

SECTION 8. Graphic Artist/Designer. —

In coordination with the Social Media Officer and photo/videographer, the Graphic Artist/Designer shall:

a. Prepare graphic designs for information materials such as infographics, infomercials, AVP's for posting at LTO social media accounts; and

b. Ensure that the materials prepared are properly labelled/inventoried, digitally archived for future use.

ARTICLE III

Procedures

SECTION 1. Guidelines in Responding to Concerns. —

The DM Case Resolvers shall:

a. Acknowledge receipt of the case/s;

b. Respond to all concerns, comments/suggestions, complaints, queries and requests for assistance with empathy, high quality, speed and accuracy using the LTO online social media/public assistance accounts;

c. Verify facts stated in the complaint and ask for additional information, if necessary; ITAaHc

d. Review and determine the proper agency/office to which the complaint/issue shall be forwarded;

e. Send referrals not exceeding twenty-four (24) hours upon receipt of case/s, copy furnished the complainant;

f. Label the status of the case, i.e., CLOSED, 1ST REFERRAL, etc.; and submit a daily report to the DM Case Officer.

SECTION 2. Case Monitoring. —

The DM Case Resolvers shall:

a. Monitor daily the case progress; and

b. Submit the Daily Status Report on the actions taken of all received cases to the DM Officer. cSaATC

The DM Officers shall:

a. Monitor daily the status of case/s;

b. Keep an inventory of all cases submitted by the DM Case Resolvers; and

c. Submit a Weekly Report on all cases with actions taken, resolution and status to the CO/RO Digital Media Head.

The Regional Digital Media Head shall:

a. Submit a consolidated Semi-Monthly Report to the Central Office Digital Media Head every 2nd and 4th Thursday of the month not later than 4 o'clock in the afternoon. CHTAIc

The CO Digital Media Head shall:

a. Submit a report of the response rate of its Digital Media Team, through a Memorandum to the Assistant Secretary, copy furnished the Executive Director and the DOTr-Communications Office through its Digital Public Assistance Team, every 2nd & 4th, Friday of the month, not later than 5 o'clock in the afternoon.

ARTICLE IV

Reportorial Requirements

SECTION 1. To ensure compliance and proper monitoring of the receipt and status of the referrals/tickets, the following reportorial requirements shall be submitted, to wit:

 

FREQUENCY of SUBMISSION	RESPONSIBLE DM-PAO PERSONNEL	RECEIVING UNIT	TITLE of REPORT
Daily   5:00 PM	CO/RO/DO Case Resolver	CO/RO DMPAO Social Media Officer   CO/RO DMPAO Public Assistance Officer	Daily Status Report on the action taken of all received cases
Daily   5:00 PM	CO/RO DMPAO Social Media Officer   CO/RO DMPAO Public Assistance Officer		Generate Daily Summary/Inventory of all Cases Received and Forwarded by the Case Resolvers
Weekly   Every Friday 5:00 PM	CDM/RDM-PAO Social Media Officer   CDM/RDM-PAO Public Assistance Officer	Digital Media Head of CDM-PAO & RDM-PAO	Weekly Report of all Cases with Actions Taken, Resolution and Status
Semi-Monthly   Every 2nd and 4th Thursday of the month, 4 PM	RDM-PAO Head	CDM-PAO Head	Semi-Monthly Consolidated Report of all Cases with Actions Taken, Resolution and Status
Semi-Monthly   Every 2nd & 4th Friday of the month, 5:00 PM	CDM-PAO Head	LTO Assistant Secretary cc: LTO Executive Director & DOTr Communications Office	Consolidated Report of all Cases with Actions Taken, Resolution and Status (nationwide)

 

ARTICLE V

Final Provisions

SECTION 1. Response Timeline. —

In line with the operational guidelines, and the provisions on Republic Act No. 11032, the Ease of Doing Business and Efficient Government Service Deliver Act (EODB-EGSD) of 2018, all concerned officials and employees are hereby directed to respond within three (3) working days, in the case of simpler transactions, and seven (7) working days, in the case of complex transactions, from the date the request was received. cHDAIS

SECTION 2. Penalty for Non-Compliance. —

Any official and employee who fail to submit any reply/report/update on actions taken within the prescribed period shall be dealt with accordingly.

SECTION 3. Repealing Clause. —

All issuances and orders inconsistent with this Administrative Order are hereby modified and superseded accordingly.

SECTION 4. Effectivity. —

This Order shall take effect immediately upon signing.

(SGD.) EDGAR C. GALVANTEAssistant Secretary

ATTACHMENTS

Operational Framework

 

Report Submission Flow

 

 

n Note from the Publisher: Copied verbatim from the official copy. Irregular alphabetical sequence.

n Note from the Publisher: Copied verbatim from the official copy. Irregular numerical sequence.