The ACPC Online Helpdesk, which serves as the Agricultural Credit Policy Council’s (ACPC) official public assistance desk, aims to streamline and make responses to inquiries more efficient and effective.
Through the digital innovation, ACPC’s borrowers, potential borrowers, and other stakeholders may submit queries about the agency’s frontline services and credit programs. It also has a chatbot called AVA (ACPC Virtual Assistant) that can assist clients with their requests, as well as a Frequently Asked Questions (FAQs) feature to help interested parties easily navigate the online platform.
After a year of implementation, the establishment of the ACPC Online Helpdesk has been beneficial to the agency’s operations by increasing its productivity and efficiency particularly in responding to the requirement of the Anti-Red Tape Authority (ARTA) and Ease of Doing Business and Efficient Government Service Delivery Act of 2018 (RA 11032).
With 19 agents using the ACPC Online Helpdesk and an average of 90 to 100 queries addressed each month, ACPC’s response time now averages 24 hours. With faster resolution times, there are much less reports of non-compliance of the response timelines set by the government. This led to a significant improvement in response times and a stellar 92 percent customer satisfaction rate.
The ACPC Online Helpdesk is a project of the ACPC Committee on Anti-Red Tape (ACPC-CART), in coordination with the ACPC’s Communications and Public Affairs Division (CPAD), Information Systems Management Division (ISMD), and in partnership with the Zendesk Philippines Thinkblink Inc.
Submit your request through https://helpdesk.acpc.gov.ph/