Cawilan, A. D. A. D. (2017). DEPED-NCR complaint mechanisms "rev-ap" project (revitalization and automation project) (Unpublished master's thesis).Public Management Development Program, Development Academy of the Philippines.

Public Management Development Program Middle Managers Class Batch 12 Thesis (MMC)--Development Academy of the Philippines.

DepEd-NCR has the most number of administrative complaints and grievance issues filed every year in the entire Philippines. Due to this situation, there is a prolonged handling and resolution of these complaints coupled with the fact that the internal processes of DepEd-NCR to address said complaints remained unchanged for the past decade. Given said circumstances and with an identified problem that the internal, as well as, external complaint mechanisms in DepEd-NCR are not effectively being carried out and that field personnel are not fully aware of the procedures spelled out under the DepEd complaint mechanisms (DepEd Order No. 49 s. of 2009 on Administrative Complaints and DepEd Order No. 35 s. of 2004 on Grievance Procedures) led to mishandling of complaints and further delays in their resolution. This project was conceptualized to serve as a catalyst to revitalize and automate the complaint mechanisms of DepEd-NCR with the intention to address said concerns. Relative thereto, the following deliverables were planned: (1) Assessment Report on the Complaint Mechanisms of DepEd-NCR, (2) A Pool of Trained Grievance Handlers, (3) A Prototype Complaint Informative Portal. The project was designed to align with DepEd's strategies which are: internal system and processes improvement, capacity building of personnel, participation and strengthening participation of stakeholders. In line with processes improvement, the project was undertaken to assess the complaint mechanisms of DepEd-NCR where loopholes and problem areas were discovered in the process and solutions were recommended to make the process work more efficiently and effectively. Said recommended changes are now set for pilot testing before the Schools Division Office of Manila before its adoption in the entire Region. In line with capacity building of personnel, a pool of trained grievance handlers was created after the members were sufficiently trained and set to assist in the proper handling and resolution of grievances in their respective Schools Division Offices; consequently, coordinate actions with the Regional and Division Legal Offices to strengthen the grievance mechanism in DepEd-NCR. AS the participation of stakeholders; legal officers, administrative officers, as well as representatives of teachers and principals' associations were directly engaged in the conceptualization and eventual implementation of the project. Finally, with the advent of the internet age, a prototype complaint informative portal was launched in the web to provide filed personnel as well as the public with basic information about the administrative and grievance procedures in DepEd. Lastly, the project is seen as a key towards opening several more opportunities for DepEd-NCR to improve its legal services. In the future and to sustain the project; other complaint mechanism processes, such as bullying and child abuse, shall be assessed and improved, more batches of grievance handlers shall be trained, and the informative portal shall be upgraded into a complaint transactional portal.