Within the framework of the “DOST CareCall” project, a unified platform was established to enable the centralized collection and tracking of complaints received by the DOST Call Center 142, as well as to monitor their outcomes and identify complaints with delayed resolution. The project also implemented mechanisms to reduce the number of repeat calls, introduced an automated evaluation system allowing citizens to assess the services provided, and enabled the determination and analysis of call-handling technologies.

The main objective of the project is to enhance service quality and increase citizen satisfaction, align operational activities with ISO standards, establish the capability to manage complaints through a unified system, and reduce the number of repeated calls.