PPA launches port services feedback system

• The Philippine Ports Authority launched a system that allows port users and stakeholders to submit feedback on its port services and facilities

• Port Users and Locators Satisfaction Outlook or PULSO may be accessed through 128 kiosks deployed in various PPA ports nationwide

• The P87.35-million system is provided by IT company Cosmotech Philippines, Inc, which will also provide two-year maintenance

• PULSO will help PPA gauge performance of its offices and employees and the quality of service they provide

The Philippine Ports Authority (PPA) has launched a system that allows port users and stakeholders to submit feedback on its port services and facilities.

Port Users and Locators Satisfaction Outlook or PULSO may be accessed through 128 kiosks deployed in various PPA ports nationwide, PPA general manager Jay Daniel Santiago said in a press conference on July 11.

Santiago said the P87.35-million system is provided by IT company Cosmotech Philippines, Inc, which will also provide two-year maintenance. PPA will be system’s overall administrator.

He added PULSO will help PPA gauge the performance of its offices and employees and the quality of service they provide without the need to manually accomplish survey forms and voice concerns through PPA personnel.

Santiago admitted the use of “comment boxes” sometimes results in negative feedback going missing and comments not consolidated.

Through PULSO, Santiago said PPA can gather data and analyze where services or port infrastructure need improvement. The feedback will be shared with the Maritime Industry Authority, shipping lines, and port operators.

Users can answer a set of questions—pertaining to facilities, customer service, transparency of transactions—formulated in compliance with requirements of the Anti-Red Tape Authority. A QR code is provided for those who opt to answer the feedback form through the use of their mobile phones.

Port users can choose from English and Tagalog plus Ilocano, Bisaya, and Pangasinense when accomplishing the questionnaire at PULSO kiosks. PPA said more languages may be added as the need arises.