‘Ate,’ ‘Kuya’ to serve OFW needs

Overseas Workers Welfare Administration head Arnell Ignacio wants to personalize the agency’s customer experience and be more responsive to the needs of overseas Filipino workers and their families.

“We need to redesign the image of OWWA, from its directors down to the front desk, to make our services more accessible and friendlier to OFWs,” Ignacio said in an interview with Daily Tribune’s online show Gising Na!

“We want our OFWs to have their “Kuya” or “Ate” every time they visit our offices. Our goal is to make communications open between our clients and OWWA employees. They should feel they have friends or relatives there. This program will also involve the community, including the barangays (village),” he added.

“The critical feature here is to listen first, then respond. But we can only do this if we are sure of the exact needs of our OFWs,” he said.

He stressed the importance of providing the correct information.

“Wrong information leads to wrong emotions, which leads to a wrong decision,” Ignacio said.

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