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DSWD launches uSAPtayo website to receive SAP-related grievances

The public can now register online their grievances on the Social Amelioration Program (SAP) and expect timely and appropriate responses from the Department of Social Welfare and Development (DSWD) as the Agency launched today, August 13, the uSAPtayo website.

The uSAPtayo website provides an online platform to enable the public to ask questions and submit their grievances on the implementation of the SAP. It is in response to common complaints and concerns of the public on the program, such as the ineligibility of other beneficiaries, violations on the distribution process, and delay in the distribution of the aid, among others.

During the SAP implementation, DSWD has been receiving queries and complaints on the program through its hotlines, social media accounts, and other channels, indicating a need for a more efficient process in handling grievances and other forms of feedback on SAP. With technical support from the World Bank, Australian Embassy, and the Japan-World Bank Disaster Risk Management Program, DSWD is continuously improving its institutional service delivery mechanisms to be more responsive to the publicโ€™s needs and sentiments through the development of the uSAPtayo website.

In four easy steps, the public can transmit their grievances: one, visit www.usaptayo.dswd.gov.ph; two, click makipag-usap; three, fill out the information and upload supporting documents or proof; and four, click submit.

The uSAPtayo website is accessible 24/7. Any grievance received either through online registration or call center is encoded in the portal and a unique reference number is generated which can be used to follow-up and track progress of the filed complaints.

Grievance officers process each and every grievance received through the portal for speedy disposal within three (3) days except for complex grievances which may have to be referred to other concerned Offices or authorities.

uSAPtayo is an initiative of the DSWD to improve grievance handling and resolution. All personal information received will be used solely to address and resolve the SAP issues or grievances.

For more information about uSAPtayo, the public may visit DSWD Field Offices or send an email to sapgrievances@dswd.gov.ph or usaptayo@dswd.gov.ph. Aside from the uSAPtayo website, the public can also ask questions and provide feedback through DSWDโ€™s hotlines: 0947-482-2864, 0916-247-1194 and 0932-933-3251. The public may also send text messages to 0918-912-2813 or visit DSWDโ€™s Facebook and Twitter accounts, @dswdserves. ###

[FILIPINO VERSION]

DSWD, inilunsad ang uSAPtayo website para sa mga reklamo sa SAP

Maaari nang magpadala online ang publiko ng mga katanungan o hinaing kaugnay ng Social Amelioration Program (SAP) at mabilis na makatanggap ng napapanahon at naaangkop na tugon mula sa Department of Social Welfare and Development (DSWD) matapos ilunsad ng Ahensya ang uSAPtayo website, ngayong araw, Agosto 13.

Ang uSAPtayo website ay nagbibigay ng isang online platform kung saan ang publiko ay maaaring magpadala ng katanungan at magsumite ng mga hinaing hinggil sa pagpapatupad ng SAP. Ito ay bilang tugon sa mga karaniwang reklamo at alalahanin ng publiko ukol sa programa, tulad ng elihibilidad ng ibang mga benepisyaryo, paglabag sa proseso ng pamamahagi, at pagkaantala sa pagbibigay ng ayuda, bukod sa iba pa.

Sa pagpapatupad ng SAP, ang DSWD ay tumatanggap ng mga katanungan at reklamo hinggil sa programa sa pamamagitan ng hotline numbers, social media accounts, at iba pang mga channel nito na nagpapakita ng pangangailangan para sa isang mas mahusay na proseso sa paghawak ng mga hinaing at iba pang uri ng puna sa SAP. Sa tulong-teknikal ng World Bank, Australian Embassy, at Japan-World Bank Disaster Risk Program Program, ang DSWD, na pinapabuti ang mga mekanismo ng paghahatid ng serbisyo ng ahensiya upang masigurong natutugunan ang mga pangangailangan ng publiko.

Mayroon apat na madadaling hakbang upang makapagpadala ang publiko ng kanilang mga hinaing: una, bisitahin ang www.usaptayo.dswd.gov.ph; pangalawa, i-click ang makipag-usap; pangatlo, punan ang mga kinakailangang impormasyon at mag-upload ng mga kinakailangang dokumento o patunay; at pang-apat, i-click ang isumite.

Ang uSAPtayo website ay maaaring ma-access 24/7. Ang anumang hinaing na matatanggap sa pamamagitan ng online registration o call center ay ire-rehistro sa portal kung saan magtatakda ng isang unique reference number na maaaring magamit upang mag-follow-up at subaybayan ang isinumiteng katanungan o reklamo.

Ipo-proseso ng mga grievance officers ang bawat hinaing na matatanggap sa pamamagitan ng portal para sa mabilis na pagtugon sa loob ng tatlong (3) araw, maliban sa mga kumplikadong mga hinaing na kinakailangang isangguni sa iba pang mga opisina o awtoridad.

Ang uSAPtayo ay isang inisyatibo ng DSWD upang mapagbuti ang pagtanggap at pagsangguni sa mga reklamo at hinaing. Lahat ng mga personal na impormasyon na matatanggap ay gagamitin lamang upang matugunan at malutas ang mga isyu o hinaing kaugnay ng SAP.

Para sa karagdagang impormasyon tungkol sa uSAPtayo, maaaring bisitahin ng publiko ang mga DSWD Field Offices o magpadala ng email sa sapgrievances@dswd.gov.ph o usaptayo@dswd.gov.ph. Bukod sa uSAPtayo website,  maaari ring magpadala ng katanungan at hinaing sa pamamagitan ng mga hotlines ng DSWD: 0947-482-2864, 0916-247-1194 at 0932-933-3251. Ang publiko ay maaari ring magpadala ng mga text message sa 0918-912-2813 o bisitahin ang mga accounts sa Facebook at Twitter ng DSWD, ang @dswdserves. ###

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