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A total of 44 participants joined this year’s second batch of the Designing Citizen-Centered Public Services (DCCPS) Upskilling Phase held at the Development Academy of the Philippines Conference Center in Tagaytay City last 14-18 August 2023.

The participants came from 11 national government agencies, including Bangko Sentral ng Pilipinas, Toll Regulatory Board, National Authority for Child Care, Philippine Fiber Industry Development Authority, Philippine Economic Zone Authority, News and Information Bureau, National Conciliation and Mediation Board, Council for the Welfare of Children, Philippine National Volunteer Service Coordinating Agency, National Meat Inspection Service, and National Historical Commission of the Philippines.

For the Upskilling Phase, the participants went through sessions and workshops on creating a stakeholder persona, reframing problems, idea generation, prototyping, user testing, and pitching.

DAP Center of Excellence on Public-Sector Productivity Program Director Peter Dan Baon, Project Officer Gianne Karla Gaoiran, and Associate Project Officer Alvin Bilog were lecturers who guided the participants during the workshops.

DAP COE-PSP Program Director Peter Dan Baon delivered the session on idea generation.

Robert Caampued, Section Head at the Council for the Welfare of Children, shared his learnings from the 5-day training workshop.

“My main takeaway is that all ideas are important. No matter how small or how little the idea is, it could contribute to the end goal, which is improvement. If we have a lot of ideas, we can generate enough solutions for the problems that we have, and we can innovate those solutions to tailor fit our current agencies,” said Caampued.

He said the DCCPS program made him think of ways to improve as his agency becomes more IT-driven.

User testing the design: The participants acted as users of the prototype service designs and provided their fellow participants with valuable feedback on where their design succeeded and needed improvement.

After completing the upskilling stage, the participants will proceed to the next three phases of the DCCPS program: pitching, project incubation, and knowledge and experience-sharing sessions.

Hosted by the DAP COE-PSP, the DCCPS program is a two-month-long intensive course that aims to assist government agencies in developing solutions so that their services address their client’s needs and expectations.

This year’s Batch 2 of the DCCPS program.

Eight government agencies completed the Upskilling Phase of the Development of Public Sector Productivity Specialists – Foundation Course (DPSPS-FC) held in Quezon City last 31 July to 4 August 2023.

This training program was hosted by the Development Academy of the Philippines, the focal and implementing organization of the country’s designation as the Center of Excellence on Public-Sector Productivity (COE-PSP).

Thirty-eight participants from various government agencies joined the event, including the Department of Labor and Employment Regional Office I, Department of Transportation, National Economic and Development Authority, Department of Education Regional Office XI, Department of Social Welfare and Development, Presidential Communications Office, National Fisheries Research and Development Institute, and the National Water Resources Board.

The DPSPS-FC has four phases: Upskilling, Pitching, Pilot-testing and Coaching, and Knowledge and Experience Sharing Sessions.

The training course covered topics such as Understanding Productivity Concepts; Measuring Productivity in the Public Sector; Diagnosing and Analyzing Productivity; and Identifying Productivity Improvement Solutions.

Former DAP Center for Knowledge Management Vice President Ms. Elena Cruz, Asian Productivity Organization (APO) Productivity Expert Ms. Niña Estudillo, and DAP Resident Fellow Director Maria Rosario Ablan stood as resource persons. Aside from providing lectures, they also served as panelists for the participants’ proposals.

Former DAP Center for Knowledge Management Vice President Ms. Elena Cruz, during her lecture on Diagnosing and Analyzing Productivity

Batch photo with the resource persons – panelists

The conference sessions concluded with a presentation of various digitalization efforts of the Bureau of Internal Revenue – Information Systems Group. These innovations include:

The Electronic Audited Financial Statements (eAFS), a web-based application financial system where clients can submit their audited financial statements, cutting cueing and time spent on face-to-face transactions;
ONETT Tracking System (OTS), a time tracking system that ensures there won’t be delays in processing ONETT transactions;
One-Time Transactions (ONETT), an internal server where all the data are secured;
eONNETT, which is the client-end of the ONETT— user-friendly web-based application system for specific tax transactions outside of the audited financial statements (like the sale of real properties classified as capital and ordinary assets);
ONEHUB, an employee engagement platform that uses Microsoft 365 for employees to be able to communicate across different departments and offices;
The eAppointment System enables clients to book certain services and schedule appointments online for an ensured time slot.

The Bureau of Internal Revenue – Information Systems Group

Class photo with the Bureau of Internal Revenue – Information Systems Group

At the end of the Upskilling lectures, the agency representatives shared their proposals with the Resource Persons – Panelists. The next step will be the online Pitching session, where the participants present their proposals to their agency heads.

The Development Academy of the Philippines (DAP), in cooperation with the Asian Productivity Organization (APO), through the Center of Excellence on Public-Sector Productivity (COE-PSP), conducted this year’s first batch of the APO Development of Public Sector Productivity Specialists (APO DPSPS) training program.

The 5-day course was held online last 10-14 July 2023. Thirty-eight participants from twelve APO member countries joined the course, including Bangladesh, Cambodia, Fiji, India, Indonesia, the Islamic Republic of Iran, Mongolia, Pakistan, Philippines, Sri Lanka, Thailand, and Turkiye.

Atty. Engelbert C. Caronan Jr., MNSA, President and Chief Executive Officer of DAP, welcomed the participants, emphasizing during his speech the vital role of capability development in enhancing public sector productivity.

During the opening day of the course, Dr. Shin Kim, Senior Research Fellow at the Division of Regulatory Innovation Research, Korea Institute of Public Administration, Republic of Korea, shared an enlightening session on the “Role of the Public Sector and Global Trends in Improving Productivity.” Meanwhile, the “Public-sector Leadership” session was conducted by Dr. D Brian Marson, President of Public Service Excellence Institute Canada.

The following day, Dr. Marson delivered an insightful presentation on “Citizen-centered Service and Opportunities for Improving Public Service Delivery in the New Normal.” At the same time, Dr. Kim talked about “Performance Management,” emphasizing productivity and accountability for results.

A group discussion after the sessions followed. The participants looked into a case study and identified key service performance challenges during the pandemic and the strategies used to maintain excellent service delivery and public trust.

The participants also attended sessions that helped them translate productivity concepts into actionable plans.

On the third day, Dr. Marson delivered a session on the “Development of Productivity Improvement Plans.” At the same time, Mr. Arnel D. Abanto, Vice President of the Productivity and Development Center of the Development Academy of the Philippines, shared his expertise on “Measuring Public-sector Productivity.”

During the fourth day, the participants and the productivity experts engaged in in-depth discussions on concepts and practices of change management, tools and techniques to improve productivity, and the regulations and functions of the government.

In the “Change Management” session, Dr. Marson presented ways to overcome challenges in the change process.

Ms. Magdalena Mendoza, Senior Vice President for Programs of the Development Academy of the Philippines, discussed the “Approaches for Improving Organizational Productivity.” The session highlighted practical tools and techniques for raising efficiency and effectiveness in utilizing resources and operations by public-sector organizations.

In the third session, Dr. Kim presented the basic concepts of “Regulatory Reform” and how the regulations and functions of the government can improve productivity.

On the last day of the APO DPSPS training, Dr. Kim discussed how e-Government could improve the efficiency of public-sector programs, regulations, and services; enhance citizen engagement, including transparency of decision-making and government operations; and reduce the potential for corruption.

Mr. Adam Bert A. Lacay, Information Systems Analyst II from the City Government of Baguio, Philippines, shared their experience building the city’s innovative Command Center and its efforts towards becoming a smart city.

The training program concluded with a vote of thanks by Ms. Lilia Jadie from the Philippines and closing remarks by Mr. Armand Tristan Suratos, Head of the APO-DAP Secretariat.

The Development Academy of the Philippines, through its Center of Excellence on Public-Sector Productivity Program Office (COE-PSP PMO), is inviting representatives from National Government Agencies to participate in the Development of Public Sector Productivity Specialists – Foundation Course (DPSPSFC). The DPSPS-FC is one of the Academy’s strategies to help raise the productivity performance of public sector organizations, as stipulated in the Philippine Development Plan 2023-2028 (Chapter 14, Outcome 3).

What is the Development of Public Sector Productivity Specialists – Foundation Course?

The DPSPS-FC is a two-month hybrid training program designed to equip technical staff and officers in National Government Agencies and Local Government units with the knowledge and skills in measurement, analysis, planning, and troubleshooting to increase their organizations’ productivity. Read the full program here.

DPSPS-FC activities are divided into four phases:

The DAP, through its COE-PSP PMO, is inviting representatives from NGAs to participate in the DPSPS-FC.

Who can join?

Target participants are Management Division personnel involved in improving organizational systems, processes, procedures, and services, or those whose functions involve:

recommending measures to improve systems, processes, procedures, and services;
reviewing and implementing of recommended improvements;
conduct of training on systems/process improvements; and
supervising staff supervision in implementing systems and process improvements.

Requirements from the participants:

Certificate of Completion will be issued to those who:

attended all the phases of the program: Upskilling, Pitching, Pilot Testing and Coaching, and Knowledge and Experience Sharing;
submitted the required outputs, including the Productivity Improvement Plan (PIP);
implemented and presented initial results of their productivity improvement initiative in the Knowledge and Experience Sharing Session; and
submitted and entry to the DAP Productivity Challenge

How to join?

Sign up by completing the Nomination Form and submitting the signed Letter of Commitment, which you can download here: DPSPSFC Forms.

Please send the accomplished forms in PDF format to capdev.coepsp@dap.edu.ph

Each NGA can send 3-5 participants for this batch and sign-ups are on a first-come, first-served basis. The deadline for application is on 18 July 2023. Confirmation emails for accepted NGAs will be sent on 21 July 2023.
This course is free of charge and only requires the full commitment of nominated participants including participation in the scheduled catch-up sessions.
DAP will be arranging for the participants’ meals and accommodation during the face-to-face lectures and workshops on 31 July – 4 August, 2023 to be held in Metro Manila.

For inquiries and clarifications about the DPSPS-FC program, please email us at capdev.coepsp@dap.edu.ph.

The Development Academy of the Philippines is inviting representatives from government agencies to participate in the Designing Citizen-Centered Public Service (DCCPS) Capability Development Program. The DCCPS is one of the Academy’s strategies to contribute to the effort to raise the productivity performance of agencies, as stipulated in the Philippine Development Plan 2023-2028 (Chapter 14, Outcome 3).

What is the Designing Citizen-Centered Public Service Program?

The Designing Citizen-Centered Public Service (DCCPS) is a three-month hybrid program to assist government agencies in developing service solutions that address their client’s needs and expectations. Read the full program here.

The DCCPS program is divided into four (4) phases:

The DAP is inviting representatives from government agencies to participate in the DCCPS Capability Development Program.

Who can join?

To join, you must form a team of three (3) to five (5) members who satisfy the following qualifications:

Currently working in the same National Government Agency (NGA) and/or attached agencies.
Delivering the same service; and
Performs the following functions: decision-making, client support or frontline service delivery, administrative, logistics, and IT.
Optional: A Division Chief or high-ranking official.

Requirements from the participants:

Certificate of Completion will be issued for those who:

Attended all sessions under each program phase: Upskilling, Pitching, Pilot Testing and Coaching, and Knowledge and Experience Sharing.
Submitted the required outputs; and
Implemented and presented initial results of their innovation project in the Knowledge and Experience Sharing Session.

How to join?

Sign up by completing the Nomination Form and submitting the signed Letter of Commitment, which can be downloaded at DCCPS Forms.

Please send the accomplished forms in PDF format to capdev.coepsp@dap.edu.ph

We have 40 slots for this batch, and sign-ups are on a first-come, first-served basis. The deadline for Nomination Forms for this batch is on 25 July 2023.
This course is free of charge and only requires the nominated participants’ full commitment, including participation in catch-up sessions after the workshop.
If slots are filled, nominees will be asked to join another batch.

For inquiries and clarifications about the DCCPS Workshop, please email us at capdev.coepsp@dap.edu.ph.

The Development Academy of the Philippines (DAP), through the Center of Excellence on Public-Sector Productivity (COE-PSP), welcomed 27 participants from 8 local government units (LGUs) from the Visayas region to the Development of Public Sector Productivity Specialists – Foundation Course (DPSPS-FC) held in Iloilo City last 29 May to 2 June.

The training is designed to equip technical staff and officers of public-sector organizations with the knowledge and skills in measurement, analysis, planning, and troubleshooting to increase their respective organizations’ productivity. It has four phases: Upskilling, Pitching, Pilot-testing and Coaching, and Knowledge and Experience Sharing Session.

The training course covered sessions on Understanding Productivity Concepts and Measuring Productivity in the Public Sector; Measuring Productivity in the Public Sector; Diagnosing and Analyzing Productivity; and Identifying Productivity Improvement Solutions.

Dr. Raul Banias, Provincial Administrator, welcomed the DPSPS-FC participants during the courtesy visit at the provincial capitol.

Meanwhile, Ms. Salvacion Sibonga of the Information Communication Technology Management Office presented their own initiatives that boost productivity through the use of ICT. Their initiatives such as the electronic document tracking, Bayad Center queuing, and electronic assessment and collection systems helped reduce the processing of transactions and organized retrieval of important documents and information.

DAP Resident Fellow Director Maria Rosario Ablan represented the Academy and expressed gratitude to the Provincial Government for welcoming the DPSPS-FC participants and for sharing their ICT best practices that promote public sector productivity.

DAP Resident Fellow Director Maria Rosario Ablan with Ms. Salvacion Sibonga of the Iloilo Provincial Government’s Information Communication Technology Management Office.

Iloilo Provincial Government’s staff welcome the DPSPS-FC participants.

Representatives from the following LGUs are part of this batch: Municipality of Maydolong (Eastern Samar); Municipality of Batad (Iloilo); Municipality of Leganes (Iloilo); Municipality of Mina (Iloilo); Municipality of New Lucena (Iloilo); Municipality of Sara (Iloilo); Municipality of Javier (Leyte); and Municipality of Hinoba-an (Negros Occidental).

DPSPS-FC participants from the 8 local government units.

Participants representing Local Government Units (LGUs) from the Visayas region came together for the Development of Public Sector Productivity Specialists-Foundation Course (DPSPS-FC) pitching session held online last 9 June 2023.

The session allowed this year’s second batch of DPSPS-FC participants to present their Productivity Improvement Plans (PIPs). The participants presented their PIPs to their respective Local Chief Executives (LCEs). Productivity experts of the Development Academy of the Philippines (DAP) provided their insights and inputs as well. The PIPs were crafted to address specific areas of improvement and enhance productivity within their LGUs.

Participants from the Municipalities of Batad, Leganes, Mina, New Lucena, and Sara from the Province of Iloilo; Municipality of Hinoba-an from Negros Occidental Province; Municipality of Javier from Leyte Province; and Municipality of Maydolong from Eastern Samar Province joined this pitching session.

DPSPS-FC participants presenting the details of their Productivity Improvement Plan.

Each PIP demonstrated a comprehensive understanding of the challenges faced by the respective LGUs, offering unique approaches to overcome them. The plans encompassed a wide range of initiatives, such as streamlining administrative processes, optimizing resource allocation, and implementing technology-driven solutions.

Following the presentations, the LCEs expressed their appreciation for the hard work and dedication exhibited by the participants. They acknowledged the effort put into developing the PIPs and provided constructive feedback to refine the proposed strategies further. As a testament to the proposed plans’ quality and feasibility, most LGUs received the go signal to proceed with the implementation of their PIPs. This validation from the LCEs served as a vote of confidence in the plans’ potential to enhance productivity and promote sustainable development within their respective municipalities.

The LGUs that received approval will enter the pilot-testing and coaching phase. During this period, the PIPs will be implemented, allowing the LGUs to gauge their effectiveness in a real-world setting. Designated coaches will also provide guidance and support to ensure the successful execution of the PIPs.

The DPSP-FC aims to equip public sector organizations with the knowledge, skills, and tools to drive productivity and efficiency in the public sector.

More than 100 participants from various government offices attended the first two runs of the Productivity Challenge Workshop organized by the Development Academy of the Philippines’ (DAP), through the Center of Excellence on Public-Sector Productivity (COE-PSP), on 31 May and 1 June 2023.

The virtual workshop aimed to help the participants increase their understanding of productivity and innovation in the public sector; discover problems and gaps that hamper their productivity; and design solutions to counter these gaps via tried-and-tested productivity tools. The participants’ project ideas generated during the workshop were entered into the 2023 Productivity Spark: 1,000 Ideas for Productivity, aimed at generating innovative ideas that can inspire and increase government productivity and bring forth improvement.

A participant from Day 2 receives feedback from Mr. Ramirez after discussing her Fishbone diagram.

Mr. Adrian Ramirez of DAP-Productivity and Development Center and Ms. Gianne Gaoiran of DAP-Center of Governance facilitated the workshops. Mr. Ramirez opened the session on “Productivity and Innovation in the Public Sector” by introducing the productivity framework and stressing the importance of keeping the public sector productive—with it being the biggest spender of public funds and one of the country’s largest employers. Innovation, which positively influences productivity, led to the discussion of the Plan-Do-Check-Act (PDCA) cycle and its relevance to the four challenge questions.

Mr. Ramirez discusses the listening gap, one of the five gaps in service quality featured in the workshop.

In the second session, Mr. Ramirez’s discussion of the various types of productivity gaps and the Root Cause Analysis (RCA) aided the participants in preparing for their first hands-on activity. Participants identified problems in their respective agencies and captured root causes through the Fishbone Diagram. Outputs of this activity fed into the final session, which Ms. Gaoiran handled.

Ms. Gaoiran gives practice exercises as she introduces the Opposite Thinking tool.

The “Designing for Innovative Solutions” session prompted the attendees to problem-solve, with the introduction of the divergent and convergent thinking styles and tools such as Opposite Thinking and Related Worlds. Towards the end, the participants were guided to complete the entry form using their outputs.

The COE-PSP will organize more runs of the Productivity Challenge Workshop in the coming months.

The Development Academy of the Philippines’ (DAP) Productivity and Development Center, through the Government Quality Management Program (GQMP), virtually held the 4th GQMP Symposium: Service Quality Standards – Towards Quality Service for All Citizens on 11 May 2023.

This year’s symposium’s theme “Towards Quality Service for All Citizens” is aligned with the goal of the new Philippine Development Plan 2023-2028 in developing broader national government assessments using the whole- of-government approach and business satisfaction surveys.

The virtual event addressed the mandate of government agencies and core principles of public sector actors: that is citizen-centered assistance and service. The event also underscored the need to serve the Filipino people with evidence-based strategies.

In his opening remarks, DAP President and CEO Atty. Engelbert C. Caronan, Jr. talked about the importance of providing quality service to citizens and the role of client satisfaction surveys.

DAP President and CEO Atty. Engelbert C. Caronan, Jr. delivering his opening remarks.

Secretary of the Department of Budget and Management (DBM) and Chair of the Government Quality Management Committee (GQMC) Sec. Amenah F. Pangandaman delivered a keynote speech, where she discussed the significance of service quality standards and their role in improving bureaucratic efficiency and good governance.

DBM Secretary Amenah F. Pangandaman delivering her keynote speech.

Ms. IreMae Labucay of DAP’s Productivity and Development Center (PDC) and Director Monica D. Saliendres of the PDC Productivity Development Research Office (PDRO) presented their study on The Practice Good Governance and Improvement of Bureaucratic Processes with metrics on key services currently being provided by agencies. The takeaway in their study which attendees took interest in is the expedition of services and the simplicity of availing said services. Their recommendation for a citizen-centered approach is to increase employees in each office, satellite hub, or agency to ensure that the efficiency in response time and knowledge on how to address a citizen’s issue will build trust and achieve the standards and mandates of the institutions, making them more productive in their day-to-day operations. Their study was strategically made in highly urbanized cities (e.g., Quezon City, Angeles City, Cebu City, and Davao City) where the offices are and where they conducted the survey.

Director Monica D. Saliendres of the PDC Productivity Development Research Office (PDRO) explains why there is a need to institutionalize evidence-based Service Quality Standards (SQS) in Frontline Government Services.

“The IT enables most transactions, like queuing, submissions, and payment, if implemented properly. But we should not forget the digitally disconnected: the elderly, those with lower education, and those in rural areas that transact with the government, and those who do not have internet,” according to Ms. Labucay.

Eng. Leonor Cleofas of the Metropolitan Waterworks and Sewerage Systems and Atty. Joe Cristine Celera of Manila Water Company, meanwhile, presented their respective institutions’ practices in good governance and their intersectional approach to customer-support, services, employee training, and their local to international quality standards.

“In Manila Water, we believe sustainability starts from within. By developing our employees, great service and company growth follow,” said Atty. Joe Cristine Celera.

Some of the key takeaways from the event include the following:

● Good governance especially for government agencies created with mandates to serve the people should be citizen-centric.
● The efficiency problem can be caused by the lack of knowledge of the government employee and the citizen applying or seeking assistance.
● More than serving the customers, it is also important to boost the capacity of employees for them to be empowered to make decisions and be more productive in the work that they do. This in turn also improves client satisfaction.

DAP Senior Vice President for Programs Magdalena L. Mendoza delivered the Closing Remarks, where she mentioned that serving customers right is just one part of the task. To be inclusive, a good customer experience should be felt everywhere–it should be felt at most, if not all, points of contacts of government.

DAP Senior Vice President for Programs Magdalena L. Mendoza delivering her Closing Remarks.

Did you miss the event? Watch the recording here.

Participants from 11 national agencies completed the Upskilling stage of the Designing Citizen-Centered Public Services (DCCPS) training offered by the Development Academy of the Philippines (DAP) through the Center of Excellence on Public-Sector Productivity (COE-PSP).

Held last 24-28 April 2023 held in DAP Conference Center in Tagaytay City, the Upskilling stage offered various lectures and workshops designed to enable participants to identify the service they want to improve and develop ideas to better services to the citizens.

DCCPS is an intervention offered by DAP’s COE-PSP that uses a different approach to streamlining and process improvement by prioritizing the client’s perspective. It is composed of four stages: Upskilling, Pitching, Project Incubation, and Knowledge and Experience Sharing.

The first batch of the 2023 DCCPS program is composed of 51 participants from the following agencies and state universities: Aurora State College of Technology (ASCOT), National Commission on Muslim Filipinos (NCMF), Pangasinan State University – Lingayen Campus, Professional Regulation Commission – Regional Office XI (PRC-Region XI), Philippine Statistics Authority, Philippine Ports Authority – Port Management Office Bicol (PPA), Department of Transportation – Automatic Fare Collection System Program Office (DOTr), Philippine Air Force, Department of Health – Rizal Medical Center (RMC), National Mapping and Resource Information Authority (NAMRIA), and Southern Luzon State University (SLSU).

The Upskilling stage of the training program covered the following sessions: Discover, Define, Design, and Deliver. These sessions were handled by Peter Dan Baon, Program Director of COE-PSP; Ms. Gianne Karla Gaoiran, Project Officer from the Office of the Managing Director of the Center for Governance; and Mr. Adrian Ramirez from the Productivity and Development Center. Through these stages, the participants were able to develop a plan and a low fidelity prototype, which will be continuously developed through the next stages and implemented in the participants’ respective offices.

In the next coming months, the participants will be focusing on pitching and project incubation to be able to iterate and later on implement their own projects in their respective agencies and universities.