Category: Capability Development

The 21st century has seen a growing emphasis in the public sector on lifelong learning and professional development to better manage the impact of globalization and the growth of knowledge-based economies. Government organizations have taken responsibility for ensuring that their employees have the appropriate skills and knowledge to accomplish their strategic and operational objectives. Below is a list of FREE knowledge development resources on lifelong learning relevant to the public sector.

Upskill Faster by Fostering a Culture of Agile Learning
Organizer: Gartner
Date & Time: Tuesday, 03 May 2022 | 10:00 PM PST

Agile learning can help teams achieve better outcomes by unlocking talent and skills within the enterprise. Join this complimentary webinar to learn how to shift from ad-hoc learning to an agile learning culture, Motivate learners by creating an agile learning environment, and Apply culture hacks that will accelerate a culture of agile learning. 

Registration link:
https://www.gartner.com/en/webinars/4012919/upskill-faster-by-fostering-a-culture-of-agile-learning

The Gartner Cloud Strategy Cookbook 2022 
Organizer: Gartner
Date & Time: Wednesday, 04 May 2022 | 10:00 PM PST

How do we build a comprehensive cloud strategy? This complimentary IT webinar takes a “cookbook approach” to building a cloud strategy, a one-service-at-a-time method. We will look at cloud computing offerings on a spectrum; the cloud strategies of the mega-vendors, such as Amazon, Google, Microsoft and IBM. We will highlight how vendor management leaders can determine if those vendors’ offerings apply to their organizations’ cloud strategy. Most importantly, we will help you devise your winning recipe for cloud strategy success.

Registration link:
 https://www.gartner.com/en/webinars/4012947/the-gartner-cloud-strategy-cookbook-2022

Changing the Course of Climate Change in the Asia-Pacific
Organizer: Microsoft
Date & Time: Tuesday, 17 May 2022 | 6:00 PM PST

Climate change is a top priority for governments, not least because it impacts lives but also livelihoods. However, for countries with an inherently lower GDP per capita and those heavily reliant on fossil fuels, the road to a low-emissions economy exerts a sizable burden. This webinar focuses on assisting country leaders in formulating frameworks that support their joint ambition to balance economic progress with environmental upkeep. Most importantly, it demonstrates that with technology as a unifying enabler, our move to net-zero need not be a zero-sum game.

Registration link:
https://mktoevents.com/Microsoft+Event/336018/157-GQE-382

Earth Day: How Public Servants Can Invest in the Planet
Organizer: Apolitical
Date & Time: Thursday, 19 May 2022 | 11:00PM PST

Each year, Earth Day offers the chance to reflect on what we’ve done for the planet over the past year, and to consider what more we could be doing. Join this free online workshop, organized in honor of Earth Day, to learn about how public servants can invest in the planet. You’ll hear about strategies public servants can use to fight climate change and promote greener policies, inside and outside of the public service.

Registration link
https://apolitical.co/events/earth-day-how-public-servants-can-invest-in-the-planet
Proactive Planning for Old, New, and Emerging Security Vulnerabilities
Webinar Bootcamp by F5

Accellion, Solar Winds, and Log4Shell are just a few in a long list of security vulnerabilities that have kept defenders busy around the clock. For many enterprises, remediation is difficult – or worse, non-existent – leading to compromise through vulnerabilities that are sometimes years old, even though patches are available. Knowing the right steps to take can be tough. So how can your organization find the right way to proactively protect its applications and data from attacks exploiting past, current, and even future vulnerabilities? 

Registration link:
https://www.f5.com/company/events/webinars/proactive-planning-for-old-new-and-emerging-security-vulnerabilities

Data-driven Equity and Climate Budgeting
Email Bootcamp by Apolitical

Government budgets are where decisions about what’s important get funded. It is the logical place to begin when building a strategy for tackling society’s biggest issues, from climate change and homelessness to equity and sustainability. Sign up for this free email boot camp to learn how to develop and apply a Priority Based Budgeting framework to help local governments make the most of their resources AND make good on their promises. This methodology enables governments to apply Priority Based Budgeting for climate and equity-focused data-driven decision making.

Registration link:
https://apolitical.co/events/data-driven-equity-and-climate-budgeting

Four-week Data Boot Camp for Public Servants
Email Bootcamp by Apolitical

As governments seek to adapt to digital technologies, knowing how to work with data is frequently cited as one of the most valuable skills that a public servant can develop. This is not standard programming, data visualization or data science course. It is designed to introduce public servants to a wide range of skills needed to use data effectively in government. This boot camp is for anyone who wants an introduction to using data in the public service or simply wants a refresher on some of the key principles.

Registration link:
https://apolitical.co/events/4-week-data-boot-camp-for-public-servants

Privacy Management – The Case for a Global Approach Leveraging ISO/IEC 27701
Webinar Bootcamp by SGS S.A.
Date: February-July 2022

The International Organization for Standardization recognized the protection of privacy is a global concern and in 2019 published ISO/IEC 27701, the international standard for a Privacy Information Management System. This standard is based on and is an extension of ISO/IEC 27001, the well-known and widely accepted management system standard for Information Security. During this webinar, our speakers, Alex Li from Microsoft and Willy Fabritius of SGS, will provide an overview of what ISO/IEC 27701 is and how organizations benefit from certification to the standard. In addition, we will include a brief overview of Microsoft’s open-source Data Protection/Privacy Mapping Project.

Registration link:
https://www.sgs.com/en/events/2022/02/privacy-management-the-case-for-a-global-approach-leveraging-iso-iec-27701

PDC Broadens its Internal Pool of Innovation Facilitators 

As the nation finally moves towards life after the pandemic, the PSP-InnoLab sets measures to ensure that the DAP responds to new demands and challenges facing the nation. In anticipation of disruptive changes, especially in the new way of doing things, the Facilitators’ Course on Innovating the Public Sector was conducted for 14 members of the Productivity and Development Center (PDC).

This activity marks the first step in producing new facilitators who will aid the DAP in spreading the innovation culture in the government. On March 21-25, 2022, the team underwent an in-depth workshop on the Co-Creation Innovation Process (CCIP) as an ideation tool for addressing various issues and conceptualizing innovation projects. Furthermore, the participants were immersed in the new workshop designs and given a glimpse of the various online tools and practices pertinent to executing the new modules of PSP-InnoLab. Aside from the concepts, tools, and the CCIP process, coaching on Miro, Zoom management, Canva, and other online productivity tools, was introduced to capacitate the participants with new techniques and mindsets.

The workshop is only the starting point of the participants’ journey to becoming bonafide innovation facilitators. Aside from the practice facilitation conducted after the activity, the attendees will be invited to sit in actual activities of the PSP-InnoLab to hone their skills further. Hand-holding and shadowing techniques will be done to ensure that they become efficient, effective, and confident facilitators in no time.

The PSP-Innolab is set to spread its wings outside the PDC. It aims to capacitate more innovation facilitators as it sets out to extend the said endeavor to other DAP centers in the year’s second and third quarters.The Facilitators’ Course is also a public offering of the PSP-InnoLab. If you wish to know more about the program, please email pspinnolab@dap.edu.ph. — Mariel R. Mañibo

Government offices present citizen-centered improvement initiatives during DAP-hosted forum

On 7 December 2021, the Development Academy of the Philippines (DAP), as the Center of Excellence on Public Sector Productivity (COE-PSP), conducted a Sharing Session for participants from its Designing Citizen-Centered Public Service Improvements (DCCPSI) program from 2020 and 2021. The agencies who presented their projects during the event were the Department of Health (DOH), the Department of Tourism (DOT), the Department of Social Welfare and Development (DSWD), the Philippine Rice Research Institute (PhilRice), the Philippine Drug Enforcement Agency (PDEA), the Technical Education and Skills Development Authority (TESDA), the Bureau of Internal Revenue (BIR), and the Department of the Interior and Local Government (DILG).

The DCCPSI program assists government agencies in developing means for their services to address their clients’ needs and expectations and result in greater organizational productivity. It uses innovation methods and techniques to identify issues affecting service delivery and prepare proposed concepts for implementation. Despite the diversity in scope and mission among the participating agencies, the presented initiatives had similar strategies in working towards citizen-centered public service improvements. They mostly relied on technology-based improvements such as digitalizing processes and introducing online functionality in order to provide citizens with faster and more convenient transactions.

Technology as a driver for improving services

Many of the participating agencies found that technology has become the key driver for improving public services. Eloida Flores of DOH shared that this could be seen in the new process for accrediting health facilities implemented by the Health Facilities and Services Regulatory Bureau. This project uses communications technology to facilitate pre- and post-inspection coordination as well as conference calling tools as an alternative to walking through a facility.  Their test runs using this new approach resulted in the inspection of 500 facilities and monitoring of 104 facilities. These results meant that the project led to improved compliance with the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. The Bureau was also able to significantly reduce their backlog, reach their quota for the number of facilities to be monitored, and create venues for fast communication via a variety of mobile apps.

Charmane Dalisay of DOT shared a similar story, as their team created a system for accreditation of tourism enterprises where clients could submit their requirements online while also enabling employees to process these requirements online, along with other features for both clients and employees. The DOT launched this project last September 2021 and have since been able to register 14,287 accounts registered, receive 6,908 applications, and process 4,720 of applications received. Of these applications, 2,188 were still being processed and only 229 were disapproved. Public reception for the project has been excellent, with a reported average satisfaction rating of 100% based on a client satisfaction survey they conducted from January through September of 2021.

Citizens’ Convenience at Heart

Although technology has been the driver for many of the projects, citizens’ convenience has remained the goal above all else. Ivan Limjap of DSWD shared their plan to make the issuance of clearance for minors traveling abroad fully available online, which would reduce the need for face-to-face interaction and eliminate waiting time for applicants.

Their project is being developed in coordination with the Department of Science and Technology Advanced Science and Technology Institute (DOST-ASTI), and Bizooku, a private computer software developer. And even if it has not been fully implemented yet and is still in testing, it shows great promise for improving citizens’ convenience, having already received positive feedback from clients. Another example was shared by Ida Miape of TESDA, who discussed the Program Registration Certification Office’s planned online tracking of applications for registration of TVET programs. While this has not yet been implemented, the project will lessen the need for face-to-face customer interaction while making them easier and faster.

Janette Cruz of BIR presented another similar project, an online system that facilitates the end-to-end process of registering new corporations. With this new system, applicants will only have to take three steps to register as a corporate taxpayer, with the whole process only taking about half an hour to complete. Once the project is implemented, it will elevate taxpayers’ registration experience which should hopefully lead to an improvement in the country’s tax compliance. It would also completely remove the need for time-consuming face-to-face interaction with taxpayers, transforming a problematic process that has been problematic yet necessary into one that is convenient for both citizens and BIR staff.

Change Management Speed Bumps

Despite the great potential these improvements can bring, there are still some hurdles to implementing them. Lucita Dela Peña of DILG encountered several challenges with one of their projects aimed at reducing the processing time for authorizing local government units’ purchases of motor vehicles. They changed their plan from focusing on policy changes to automating the process after initially consulting their stakeholders. But as of the sharing session, their team was still setting up meetings with regional focal persons to present their project and gather recommendations. In this case, they are demonstrating that there are still many people that must be involved before a change is made, and the reliance on technology for this change also presents as a major factor in this process. 

Another example is evident from the sharing of Chona Suner-Narvadez of the PhilRice Business Development Division. Their e-Punla Rice Seed Information Systems project digitalizes and automates operations related to selling seeds such as fulfilling forms, conducting surveys, providing information to buyers, monitoring inventory, and many more.  They started beta testing their project with their current buyers’ last planting season. Through this project, they eliminated the need for seed growers and rice farmers to manually input their details through the use of QR codes, creating a database which facilitated the verification of their seed growers and ultimately removed the need for physical masterlists. However, some clients needed assistance using the kiosks because they were not as familiar with touch screen technology. In this case, the challenge came from people’s adoption of new technology rather than problems with the organization or its internal processes. 

Niña Deniña from the PDEA Compliance Service Division also encountered challenges in implementing their  Regulatory Compliance System, which is designed to allow medical practitioners to electronically submit their applications for various PDEA services and enable employees to process these applications. Currently, the project still needs a final system check before testing it with their internal and external stakeholders and eventually launching it. The system’s launch may also be delayed because of unstable internet connection. In this case, the challenge is with limitations to the available technology and technological infrastructure, particularly internet connection speed and reliability.

The progress displayed by the participating agencies show emerging patterns in the delivery of citizen-centered services in the country. Technological enhancements are at the forefront of most service improvements, and these are focused primarily on the convenience and user experience of citizens. Many of the projects aim to reduce processing times and the necessity of face-to-face interactions. However, it seems that there are many challenges to implementing changes in the way agencies operate, specifically with implementing technology-based improvements: limitations of pre-existing technology, reliability of partnerships, and administrative delays. Despite these speed bumps, the reports of the sharing session’s attendees showed that there is great promise in the drive to introduce more and better citizen-centered improvements in the government as well as in the significant steps that their agencies have already taken since their participation in the DCCPSI program.

The Development Academy of the Philippines (DAP), as the Center of Excellence on Public Sector Productivity designated by the Asian Productivity Organization (APO), held a multi-country training program to develop public sector specialists from 6 to 10 December 2021. With the Philippines as the hosting country, 43 representatives from APO member countries learned concepts, issues, challenges, tools, frameworks, and strategies related to public sector productivity (PSP) improvement.

Throughout the course, the participants listened to various presentations from Dr. Brian Marson, Dr. Shin Kim, Ms. Maria Rosario A. Ablan, and Mr. Arnel Abanto on PSP measurement, performance management, leadership, change management, citizen-centered services, and organizational productivity. There were also group discussions on case studies and exercises on the tools provided to practice what they learned throughout the program.

The course is the first step towards certification as public sector productivity specialists. After their training, the participants are tasked with developing action plans to raise the productivity of their respective agencies using the tools and skills they have gained.

Building the foundation for understanding PSP

Dr. Kim of the Korea Institute of Public Administration discussed first the role of the public sector and global trends in improving productivity. He explained that the role of the public sector in economic development is crucial, and thus a careful strategy is required to promote the social and economic well-being of the people through efficient and effective public sector management. He also discussed the evolution of public administration and provided different case examples to support transforming government. 

Dr. Marson of the Institute for Citizen-Centered Service discussed the importance of leadership in achieving key results focused on the 3Ps: purpose, people, and performance. He also showed how the organizing principle around which public service delivery is designed and planned can be conceptualized through identifying and addressing the citizens’ needs. Dr. Marson recommended that responsive government services can be implemented through listening to citizens, meeting their needs, and providing efficient, honest, and integrated service delivery.  “To improve citizen satisfaction scores, we need to actively listen to the people we serve,” he told the trainees.

Regulatory reform is also crucial in improving productivity. Dr. Kim defined regulatory reform as changes that enhance the performance, cost-effectiveness, or legal quality of regulations. He explained that while the public perception around regulatory reform focuses on deregulation, it should also include reregulation, smart regulation, and regulatory management. Comprehensive reform is thus recommended over a piecemeal approach, provided that governments must first identify objectives and weigh its options before any reform is implemented.

Dr. Kim then discussed result-oriented performance management, particularly as it is used in South Korea to improve organizational, sectoral and national productivity. He also showed how e-government can improve the efficiency, effectiveness, transparency, and accountability of governments while bringing forth new concepts of citizenship, both in terms of needs and responsibilities, by engaging, enabling and empowering citizens. Governments can use the UN’s E-Government Survey to assess their performance and develop policies and strategies.

Improving organizational productivity was then classified by Ms. Ablan into four approaches: doing more with less,  doing more with the same, doing much more with more, doing the same with less, and doing less with much less. Government units that face productivity issues can diagnose and solve them through the Plan-Do-Check-Act Cycle,  but for productivity improvement projects to be successful and long-standing, they have to manage political, technical, and behavioral conditions. Ms. Ablan also recommended striving for continuous improvement and innovation to ensure continued productivity.

Operationalizing productivity improvement

To open the session on the development of productivity improvement plans, Dr. Marson discussed models, frameworks, and thematic approaches that are the focus of the management excellence agenda in APO member countries. He also discussed steps to improve overall organizational performance using the CAF (Common Assessment Framework) Model, which uses self-assessment to generate and prioritize possible improvement plans, and the APO Business Excellence Model. 

Mr. Abanto followed with a presentation on measuring public sector productivity, discussing key considerations in estimating public sector productivity such as the level of analysis, the availability and quality of data, the information needs of the user of productivity information, and the productivity measurement framework being used. He also explained how to calculate public sector productivity indexes to prepare participants for a breakout session that would allow them to try their hands at productivity measurement. 

On the last day of the training, local presenters from the Philippines shared their best practices and experiences to illustrate the concepts and approaches at work. Mr. Joel Mendoza, of the City Government of Ormoc, Leyte shared the city’s improvement and intervention for better service through the in-house development of systems for business and franchising permits that enable small enterprises to easily process their permits. Ms. Marizza Grande, of the Philippine Statistics Authority, also shared the agency’s improvement with the Decentralized Copy Annotation Process (DeCAP) project, which provides seamless processing of documents at regional centers. 

GQMP Kicks-Off with 13 Beneficiary Agencies for 2022

The goal of realizing meaningful results in Quality Management System (QMS) sets forth revitalized efforts of the GQMP as it integrates new tools, new offerings, and new approaches in the delivery of services to beneficiary agencies. This year, the GQMP incorporates other concepts such as Improving Service Quality, QMS harmonization and strengthening QMS-Risk Management Capability in the roster of its technical assistance packages.

Starting off with 13 beneficiary agencies (BAs), the program aims to enrich the landscape of government service, especially in enhancing the social fabric of the public institutions through effecting improvement in public sector performance. It will ensure the consistency of products and services with quality processes that can be achieved through an effective QMS. Thus, this year’s BAs will be presented with various assistance packages in establishing and enriching their QMS.

Five agencies will receive assistance on the establishment of QMS Certifiable to ISO 9001:2015 Standard, namely: Department of Human Settlements and Urban Development, Department of Agriculture, Anti-Red Tape Authority, Southern Philippines Development Authority, and Department of Transportation. In a clustered approach, the same assistance in QMS establishment will be given to the following: NGA cluster – National Council for Children’s Television, Film Development Council of the Philippines, and National Book Development Board: and SUC Cluster – Marikina Polytechnic College and Sulu State College.

The National Library, on the other hand, will be extended assistance on strengthening QMS-Risk Management Capability; the Insurance Commission, on Improvement of Service quality; and, the Department of Education, on the Harmonization of its separate certification into a national QSM.

The abovementioned efforts are just initial steps in the quest for excellence in 2022. A second call for beneficiary agencies is underway. For inquiries please email gqmpo@dap.edu.ph

The Development Academy of the Philippines (DAP), through its Productivity and Development Center (PDC), in cooperation with the Asian Productivity Organization (APO), successfully hosted the Conference on Urban Agroecology and Food Security last 9 September 2021, via Zoom and YouTube Live.

Attended by 55 participants from Bangladesh, China, India, Iran, Japan, Pakistan, Sri Lanka, Thailand, and Philippines, and viewed by 75 YouTube observers, the virtual conference was graced by esteemed guest speakers including the Philippine’s Agriculture Chief, Secretary William D. Dar, and the new APO Director for the Philippines, NEDA Undersecretary Jose Miguel R. De La Rosa. The DAP Officials also took part in the virtual event including its President and CEO, Atty. Engelbert C. Caronan, Jr., Senior Vice President for Programs, Ms. Magdalena L. Mendoza, and Vice President and PDC Managing Director, Mr. Arnel D. Abanto.

Welcome remarks by NEDA Undersecretary Jose Miguel R. De La Rosa, APO Director for the Philippines

The APO Director for the Philippines, Usec. Jose Miguel R. De La Rosa, in his welcome remarks, pointed out that efforts to ensure food security must be complemented with building a resilient and sustainable urban food production system, and while urban agriculture may not solve the complex and interconnected dilemmas in the food system, it has the potential to contribute to food security among urban dwellers.

In the keynote presentation of Secretary William D. Dar, he underscored the global impacts of COVID-19 to the agriculture sector including disruptions in food supply, labor shortages, reduction in job quality, food wastage, affected livelihoods, price spikes, and increased price volatility, among others. While the global health crisis may have sparked an enthusiasm in urban agriculture, it has become increasingly clear that sustaining it is just as important. He also encouraged the attendees to consider the online conference as an excellent opportunity to exchange views, collaborate, and reforest the existing knowledge base about the sustainability of urban ecology.

Aside from the valuable insights of the esteemed guest speakers, brilliant and adept international and local resource persons provided the participants with informative presentations.

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Food Security and the Role of Urban Agroecology/Agriculture in a Global Context  was presented by Mr. Kit Chan of K-Farm Sendirian Berhad Malaysia. He emphasized that in order to address food emergencies and food security crises, there should be short-term and long-term measures. Short-term interventions entail a) providing fiscal support to lower food import tariffs and taxes, b) reviving rural financial systems, and c) declaring food production, marketing, and distribution as essential services to keep trade corridors open, among others; while long-term measures involve a) regenerating and increasing food system incomes, b) building early warning systems, and c) promoting climate-resilient productivity growth, to name a few.

Next to present was Dr. Hironori Yagi of the University of Tokyo, who discussed the  Sustainability of Urban Agriculture for Post-Pandemic Society, the Sustainability and Persistence Theory, as well as, the urban agriculture-related empirical researches and the impact of the pandemic on the sector. Dr. Yagi stressed the importance of drastic policy changes especially during the “new normal”, and inter-linkage of normative sustainability evaluation and empirical persistence investigation to validate multiple information, enhance resource base, and further facilitate an interdisciplinary approach towards sustainable urban agriculture. 

The third topic discussed by Ms. Diah Meidiantie of PT. Hydrofarm Indonesia was Policies and Resources Support to Help Urban Agriculture. It underscored the important references for agriculture policy-making which include sufficient needs-based community assessment guided by availability, access, and safety as primary attributes towards improving the quality of the environment and empowering the community to achieve its goals in relation to food security.

The last topic on Best Practices of Urban Agriculture and Strategies for Implementation was presented by Dr. Rosana P. Mula of the Agricultural Training Institute. She shared the best practices of urban and peri-urban (UPU) agriculture. These involve establishment of UPU community/school gardens, capability development activities, provision of urban agriculture starter kits, information, knowledge sharing and communication services, market linkages, and partnerships and collaborations.

The high-level presentations were followed by a Panel Discussion which was facilitated by Dir. Gerald Glenn F. Panganiban of the DA’s Urban Agriculture Program. Trigger questions from the resource persons ultimately spurred the interest of the participants and viewers to raise discerning questions that were acknowledged accordingly during the discussion.

DAP Senior Vice President Ms. Magdalena L. Mendoza highlighted in her closing remarks that amid the health crisis and natural calamities, it is even more timely to collaborate and strengthen support to farmers and consumers while promoting self-reliance among people in producing foods that can be grown at home. She also mentioned the significance of exemplifying urban agriculture through a variety of technologies that may be adopted in the community or at home such as hydroponics, vertical gardening, green alley, and UPU agriculture.

The sought-after conference is one of the 2021 virtual programs of the APO assigned to the DAP-PDC Productivity Development Research Office anchored on the goal of promoting innovative approaches across all sectors of the economy and bolstering the institutional infrastructure crucial to sustained productivity improvement especially amid the pandemic.  For more information, visit www.dap.edu.ph, or email pdc.pdro@dap.edu.ph.  

This articles was originally posted in http://pdc.dap.edu.ph/index.php/dap-and-apo-successfully-hosted-the-conference-on-urban-agroecology-and-food-security/

Innovative thinking was the theme for the month’s Public Sector Productivity Webisodes organized by the Development Academy of the Philippines (DAP). The free webinar series entitled, Innovative Thinking for Enhancing Public Sector Productivity, was held on 15-17 September 2021. It featured innovation champions, Adrian Ramirez, Leanne Lozanes, Anita S. Gubalane, and Paul Vincent Avecilla.


Co-Creation Innovation Process in DAP practice

Day 1 was an introductory course on innovative thinking. Adrian Ramirez, project manager of the Center of Excellence on Public Sector Productivity Innovation Laboratory Program, together with Leanne Lozanes, associate project officer with the Productivity and Development Center in DAP, facilitated the interactive talk attended by over two thousand participants from various government and private agencies.

The speakers discussed fundamental concepts on innovation and ideation tools and techniques such as Revolution, Opposite thinking, Crazy 4s, and Crazy 8s, SCAMPER Technique, and Related World. They also presented the co-creation innovation process that the DAP advocates in implementing innovative projects for the public sector.

Ramirez noted the central role of empathy in the co-creation innovation process. He shared, “we try to involve the stakeholder or the end-user every step of the way. Empathy is our tool to make sure that we include them every step of the way, and I think that is the heart and soul of the co-creation innovation process.”

Constant change calls for continuous intentional efforts to innovate and to improve present standards and practices in the government. As Ramirez explained, the needs of today’s volatile, uncertain, complex, and ambiguous (VUCA) world are indeed becoming more and more complex each day, and innovation is key to addressing them. 

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To conclude the episode, Lozanes shared a short quote from Steve Jobs, one of the most successful innovators of all time: “Innovation is the ability to see change as an opportunity, not a threat.” She added, “just like what we’ve experienced in the past months with the COVID-19 pandemic. Even [though] we experienced a lot of changes because of the pandemic, our government did not stop in delivering the services. We saw it as an opportunity to really improve the delivery of our services, change our approaches in the way we do things in the government, and, basically, revolutionize the way we approach things.”

DepEd Antique Innovation Project

On Day 2 of the webinar, the education program supervisor in Science in the Division of Antique and the Division Focal Person for Special Education, Anita S. Gubalane presented about Count on US, ANITA (United Stakeholders, Activate the Nurturing Intensive Teaching amidst Adversity), a project implemented by DepEd Antique in cooperation with the DAP Center for Governance.

According to Gubalane, the project was implemented to address problems in literacy and numeracy among Grade 3 learners in Antique. It aims to maximize learning support systems for non-readers and non-numerates in the new normal. She explained, “Project COUNT on US, ANITA depicts the true bayanihan spirit wherein our stakeholders collaborate and work together for our beneficiaries.”

In the test conducted by the Schools Division of Antique, it was found that many of the Grade 3 learners enrolled in the school year 2020 to 2021, especially from the vulnerable sectors, struggle with understanding self-learning modules due to factors such as the absence of face-to-face instruction, the inability of parents to provide learning support, and lack of access to technology. These identified factors served as the basis for the measures they carried out in the intervention, which include intensive remote teaching, the organization of a mentoring hub for parents, learners, and teachers, capacity building for teachers, a conference for the parents on their role in their children’s education, and the development of learning packages.

Gubalane proudly shared that through Count on US, ANITA, about 45 percent of the third-grade non-readers increased their reading level from non-reading to instructional level, while 56 percent increased in numeracy level. Another feat that she brought up was the replication of the literacy and numeracy project in other districts in Antique such as San Jose and Hamtic North.

OF-CORS

Digitization of government services is now becoming the new normal. Commission on Filipinos Overseas (CFO) was one of the many government offices that recently started to offer online services to make transactions easier, safer, and contactless.

The Day 3 webinar topic, entitled Digitalization of Government Services in the New Normal: Overseas Filipinos CFO Online Registration (OF-CORS), was facilitated by Paul Vincent Avecilla, senior emigrant services officer at the Commission on Filipinos Overseas (CFO).

Avecilla shared how this innovation in CFO has revolutionized their service quality for their clients. With online systems and quality management systems in place now, transactions have become way more efficient compared to before wherein they entail tedious, time-consuming steps and many documentary requirements.

Salient features of OF-CORS include online registration, online verification, online payment, online PDOS, online feedback, and a digital certificate system.

Click here to read more about OF-CORS.

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The Development Academy of the Philippines (DAP), as the Asian Productivity Organization Center of Excellence on Public Sector Productivity, organized a free webinar series on knowledge management (KM) principles and processes in the public sector on August 11, 12, and 13. The series is part of the second season of Public Sector Productivity Webisodes, an initiative to raise awareness on relevant productivity and innovation topics and help mobilize public sector organizations.

Jon Del Rosario, supervising fellow and professor of Knowledge Management and Quality Management of DAP Graduate School of Public and Development Management, facilitated the first two installments, which provided a general overview of knowledge management and its application in the public sector. For the last episode of the series, Dr. Enrique Tayag, director of the Department of Health’s Knowledge Management and Information Technology Service, shared his office’s knowledge management experiences during the new normal.

Knowledge Management in the Public Sector

Del Rosario defined knowledge management as the management of the environment and the organizational and individual processes that assure that the application or use of knowledge produces the results that provide value for stakeholders. On the organizational aspect, this involves the acquisition or creation, storage, access and retention, transfer, application, and continual improvement of knowledge. Individual processes in KM, on the other hand, entail knowledge reflection and internalization, externalization and integration, and sharing and validation or revision.

The first day of the series, entitled Introduction to Knowledge Management in the Public Sector, mainly revolved around the basic concepts related to knowledge management. Del Rosario explained that the practice of knowledge management centers on ensuring that knowledge is used or applied, shared, and retained by those who work for and interact with the organization.

The speaker also stressed the importance of knowledge management in every organization. He noted that most, if not all, work in organizations is enabled by knowledge. Such knowledge when applied always leads to value creation to the organization, and it is through knowledge management that its retention becomes possible.

“The use  of [knowledge] is very fleeting if you don’t document it. It has to be captured with the use of [knowledge management]… When people leave the organization, they also bring their knowledge [with them],” Del Rosario added.

On Day 2 of the webinar, entitled The Practice of Knowledge Management in the Public Sector, the speaker delved into domains of practice of knowledge management. Del Rosario also shared his proposed model of integrated organizational-personal knowledge management process. In the model, he illustrated the process of knowledge management beginning at the identification of stakeholder needs and expectations, which determines knowledge and knowledge needs, and resulting in the satisfaction of such needs. In between these stages are the actual knowledge management processes, tools, learning, and interventions and performance and change in terms or decisions, actions, and practices. He also touched on an example of knowledge management in the DAP Public Sector Productivity Innovation Laboratory, which applies the co-creation innovation model in its innovation processes to ensure that key stakeholders are involved every step of the way.

DOH Knowledge Management in the New Normal

In his presentation, entitled The Pandemic Reboot of Knowledge Management in the Public Health Sector, Dr. Tayag presented the knowledge management framework of DOH, called KM4 Health, which involves four (4) components: knowledge acquisition, knowledge production, knowledge innovation, and knowledge utilization.

The transition to the new normal created by the COVID-19 pandemic posed new challenges on many processes and aspects of the department, including their knowledge management practices. Dr. Tayag shared a few of the knowledge management discrepancies that DOH has encountered in each of the KM4Health components, as well as the corresponding countermeasures that it has implemented to address them.

In the aspect of knowledge acquisition, the DOH created an e-Learning platform on their website to address training needs since in-person interactions have been restricted due to the pandemic. For the knowledge production component, the department has launched a COVID-19 Tracker on its website and DOH DataCollect App, which gathers data from hospitals on the availability of hospital beds, isolation rooms, ICU beds, mechanical ventilators, and other essential resources and supplies.

Disrupted medical services have also been a major problem with the surge of Covid-19 cases in the country. As a countermeasure, DOH implemented a telemedicine system for Covid-19 patients. The initiative falls under the knowledge innovation component.

Finally, as for the knowledge sharing component, DOH started a Knowledge Management and Information Technology Service (KMITS) Virtual Daily Huddle among the department members, where they talk about operational matters and pandemic response strategies. Aside from this, they also conduct various webinars to promote correct information on COVID-19 amid the spread of fake news especially online. Other knowledge management efforts of DOH include leading the Inter-Agency Task Force (IATF) on the Management of Emerging Infectious Diseases, a conglomeration of various agencies and experts who view and analyze data and give recommendations for every activity on the management of emerging infectious disease, and the creation of technical working group on eHealthcare Services.

Dr. Tayag explained, “it is important that we change our strategy from knowledge exploitation to knowledge exploration. If we do things the way we [did] before to address our discrepancies, we will fail. We have to explore, or better, we [must] think collectively and change the way things are but not how we thought it to be.”

A series of virtual introductory courses, conducted by the Development Academy of the Philippines (DAP), through its Productivity and Development Center (PDC), was attended by a total of 714 participants coming from 48 government agencies to boost their competencies on leveling up their agency’s established Quality Management System (QMS). Undertaken through the Government Quality Management Program (GQMP), the courses covered concepts, principles, implementation, and integration strategies on different standards, approaches, and tools, as well as, best practices, to achieve better service delivery and performance excellence.

The introductory course on ISO 9004 standard, conducted on 14 July 2021, with Ms. Aileen Ricohermoso as DAP Resource Speaker highlighted some of the activities an organization should be looking at to gain the added benefits of having a quality management system. A total of 22 participants on Zoom and 154 viewers on YouTube gained awareness that ISO 9004 standard is not a certifiable standard, but a guidance document that fosters ideas and inspiration for improving a QMS.

QMS Internal Audit Using Remote Auditing with Doctor Ralph Sherwin Corpuz as DAP Resource Speaker, on the other hand, introduced remote auditing as an effective and efficient alternative to traditional face-to-face auditing. The use of technology, and remote auditing techniques have been going on for several years. However, few organizations are implementing them. With the emergence of COVID-19 and its related mobility restrictions, combined with the existing need to conduct regulatory-, legal-, or immediate need-driven audits, we are now finding alternatives to the traditional face-to-face audit that can be implemented. Conducted on 16 July 2021, with 39 participants on Zoom and 165 participants on YouTube, this course briefly discussed the challenges of remote auditing and offered strategies for overcoming them in each part of the audit engagement process — from planning, document review, fieldwork, interviews, to closing meetings. It also shared some ICT tools and platforms that can be utilized in a remote audit.

Organizational Knowledge Improvement Approaches using ISO 30401:2018 Knowledge Management System (KMS), was the 3rd course of the series conducted with Professor Jonilo J. del Rosario as the DAP Resource Person. Held on 29 July 2021 with 22 participants from Zoom and 134 from YouTube viewers, the course provided an appropriate guide in developing a knowledge management system that effectively promotes and enables value creation. Knowledge management was defined as a discipline focused on ways where organizations can craft the said management approach, with respect to their own business and operational environment, reflecting their specific needs and desired outcomes. With ISO 30401, sound knowledge management principles and requirements are available for organizations: a) to be competent in optimizing the value of organizational knowledge; and, b) as a basis for auditing, certifying, evaluating, and recognizing such competency by recognized auditing bodies.

The fourth and last of the introductory courses was the Introductory Course on Innovation Approaches using ISO 56002:2019 Innovation Management System, conducted on 30 July and 18 August 2021, with 32 participants joining Zoom and 146 viewers on YouTube. Participating agencies gained awareness on the establishment, implementation, maintenance, and continual improvement of an innovation management system. The guidance on ISO 56002 standard does not describe detailed activities within the organization, but rather provides guidance at a general level to a) all types of organizations, regardless of type, sector, or size and for temporary organizations and start-ups b) all types of innovations, e.g., product, service, process, model, and method, ranging from incremental to radical; and c) all types of approaches. Also discussed was the Co-creation innovation process which is a tool for ideation and innovative thinking. Patterned after the design thinking process, the co-creation innovation process will aid the participants to identify problems and creative solutions for their agencies’ issues.

The Introductory Courses on Productivity and Quality Improvement Approaches were one of the deliverables of the GQMP that aims to contribute to the enhancement of citizen satisfaction and public sector productivity through government-wide quality improvement.

The DAP, as the National Productivity Organization, seeks to empower leaders, strengthen institutions, and build the nation through pioneering, value-adding, synergistic ideas, concepts, principles, techniques, and technologies addressing development problems of local, national, and international significance. DAP – PDC offers capability building, technical assistance, and research related to productivity and quality improvement. For more information, visit www.dap.edu.ph, email pdc@dap.edu.ph or call 632-2156/2137.

This article was originally posted in http://pdc.dap.edu.ph/index.php/714-participants-from-48-agencies-attended-daps-introductory-courses-on-productivity-and-quality-improvement-approaches-to-boost-competencies-to-level-up-their-qms/

Today’s increasing pace of change and unpredictable circumstances have put pressure on the government to adapt to improve productivity and continue providing responsive services to citizens. As part of its mandate to enhance knowledge, skills, techniques, and technology to assist the public sector, the Development Academy of the Philippines (DAP) implemented the Designing Citizen-Centered Public Service Improvements (DCCPSI) Program last August 9 to 20, 2021.

This course assisted national government agencies in identifying issues in their critical services based on their clients’ perspective and creating solutions that meet their clients’ expectations and needs. At the same time, it also trained the participants in developing innovative strategies to improve the services and increase the productivity of their respective agencies.

Staff and officers from the Department of Finance (DOF), Department of Trade and Industry (DTI), Department of Agrarian Reform (DAR), Department of Public Works and Highways (DPWH), Metro Manila Development Authority (MMDA), Technical Education and Skills Development Authority (TESDA), Philippine Drug Enforcement Agency (PDEA), and the Philippine Coast Guard (PCG) participated in the online lectures and workshops via Zoom.

Facilitators from the DAP conducted lectures to introduce new concepts, tools, and strategies from service design and innovation and guided the participants throughout the workshops where they could apply their new knowledge. The participants were also instructed on how to consult their services’ clients and stakeholders to identify pain points and test possible solutions.

Recognizing the client’s perspective

The first phase of the program, the “Introduction to Citizen-Centered Service Design and Data Gathering,” helped the participants better understand their stakeholders’ perspectives. Using the Client Journey Map, they broke down client experience in terms of channels, costs, distance, time, clients’ emotions, and identified pain points experienced when citizens availed of the agencies’ services. They also analyzed the internal processes of their offices to identify delays and unnecessary steps.

Many participants found the new concepts and tools, particularly the client journey map, helpful as they shifted their point-of-view from their organizations to their clients. DOF Dir. Angelica Sarmiento shared that “in the government system, we wisely take into consideration the standpoint of the agency, but we learn that we need to improve the system from the client’s standpoint.”

Designing with clients

The program also allowed the participants to unleash their creativity through brainstorming and prototyping activities. Guided by the DAP facilitators, the teams challenged their assumptions about their service, clients, and environment to generate ideas and synthesize these into possible solutions. Maricel Reduca, Officer-in-Charge of the Bureau of Philippine Standards – Standards Conformity Division, shared her experience in collaborating with her colleagues: “we came from different bureaus, and the good thing about the discussion is that one of the members asks about the process… Also, the data gathering helped us during the brainstorming since we already know the client’s expectations and needs.”

To convert their ideas into tangible solutions and determine if these work in practice, the teams developed prototypes and tested these on their stakeholders. During the user tests, the teams considered feedback and insights to identify improvements as they prepare further iterations of their solutions.

For the participants, the value of learning from clients and engaging them throughout the design process was an important lesson. TESDA Supervising Technical Education and Skills Development Specialist Ida Miape summarized her takeaway, “we journey with our stakeholders, so their input is essential to enhance the service, policies, and guidelines, and we would learn what is missing in our solution.” DPWH Project Evaluation Officer Vennie League also added that “the client’s peace of mind is important.” 

Beyond the workshops, the participants gained skills and knowledge which they can continue using when engaging with their clients and colleagues. For Engr. Myra Nazarrea of the MMDA, “applying the service design perspective is not all about applying it to a project. It is also about how you deal with others since there might be a possible solution, and you have to see it from other’s perspective.” 

For DOF Dir. Michael Aguinaldo, the workshops were a platform to see the bigger picture of their service. He shared that “the whole experience needs to be imagined. I learned about understanding what the clients would feel. Another thing is about the user tester. We usually finish the prototype first before gathering feedback, and now I can immediately gather feedback and make an adjustment. I will also make sure to review the tools that were introduced during the session for our future projects.”

READ: DCCPSI Program Batch 2