Category: Featured Articles

As Elizabeth Warren once said, “A good education is the foundation for a better future.” However, not all children are guaranteed of a good education and consequently, a good future. This has been a challenge for children living in far-flung areas who face different difficulties in going to school – such as walking great lengths to reach their destination, including going up the mountains, or crossing rivers and lakes. Thus, a team from the Department of Education (DepEd) – Schools Division of Antique came up with the project B’was-Damlag Ko, Sakdag N’yo (BKSN), which means “Kinabukasan Ko, Nakasalalay Sa’yo” in the Filipino language, which aims to help children living in far-flung areas in the district of Antique to overcome these challenges and have the chance to receive proper and quality education.

Roselyn Abuela, the Team Leader of Group #10 – D’Mobilizers (the group heading BKSN) was very hands-on with the project. From its conceptualization, planning, until its implementation, Abuela gave everything she got to help make the project a success.

Education for All

Abuela shared that her team believes that “Education is a right, not a privilege.” True enough, their team shares the same belief with many – education should be given to all, and not just the privileged few. For children living in far-flung areas, receiving quality education seems to be a long shot as they grapple with lack of resources.

In February of this year, the B’was-Damlag Ko, Sakdag N’yo project finally came alive. Abuela clarified that BKSN is not only a mere project, but is something that holds a much deeper significance for them. “This is, in reality,” she stated, “a whispering voice of a child seeking, pleading, and yearning for love and support for his/her brighter future.” With children living on mountainsides and some across seas and rivers lacking resources needed to receive proper education, this painful reality became an eye opener for Abuela and caused the spark inside of her to burn brighter than ever.

Last Mile Schools, as defined by DepEd, are public schools which are located in remote and isolated places with intermittent or no electricity or internet access. Out of 175 Last Mile Schools in their division, 10 of which are among the most underprivileged in Antique, owing to their unique geographical and cultural contexts, and thus making them the perfect target recipient of the project. B’was-Damlag Ko, Sakdag N’yo aims to give every indigenous child an accessible, relevant, quality, and life-changing education. The B’was-Damlag Ko, Sakdag N’yo project aims to maximize the involvement of stakeholders in the improvement of basic services and learning outcomes of 10 priority last mile schools. Particularly, the project aims to close at least two resource gaps of the 10 identified schools through active, strategic, and sustained resource mobilization.

Not-so Overnight Changes

Like they say, Rome was not built in a day. You cannot finish a work of art in a day. More importantly, you cannot make and rush changes over night. Like all things, change also takes time.

Abuela shared how the B’was-Damlag Ko, Sakdag N’yo project came to be. She shared that there were two stages of the process: the Pre-Implementation Stage and the Implementation Stage. The first stage included the conceptualization of the project and finalization of its design, data collection and validation, introduction to the school and stakeholders, and the establishment of Division Partnership Council and Technical Working Group. The latter stage included the mobilization of stakeholders and potential partners, and the on-going monitoring and adjustment of the program.

Ever since its implementation, the project has already reached numerous milestones, which have greatly helped in easing the burden of the priority schools which are already behind other schools in terms of their basic services and facilities.  Some of the accomplishments that came about through the project are: facilitation of the repair of the Teachers’ Quarter of Caloy-ahan Primary School; generated funds from Juan Huwaran books for the 10 Last Mile Schools;  secured commitment of support for the “Kain Po” Feeding Program from the RSPo Foundation, Grollier International, Inc. and Rotary International, Inc.; received a cash donation amounting to 20,000 pesos from Friends from Korea for the repair of the comfort rooms of Caloy-ahan Primary School; strengthened commitment of parents and barangay officials to establish Teachers’ Living Quarters at Caloy-ahan Primary School; secured approval for the proposal for one additional teacher item for P. Javier Primary School;  endorsement to the One Meralco Foundation electrification project to address the electrification gap of P. Javier Primary School; secured budget allocation for land titling of the Capayas Primary School; provided laminating film for instructional materials for the Caloy-ahan Primary School; and conducted First Aid Training for the Capayas Primary School.

On the other hand, another major and innovative feature of the project is the creation and eventual institutionalization of the Resource Needs Management System (RNMS). It was conceptualized by the Social Mobilization Unit under the School Governance and Operations Division, and developed by the Information Technology students of the University of Antique. As said by Abuela, the RNMS “will have a great impact on resource generation activities not only of the last mile schools, but of all those schools in the Division of Antique.” Abuela’s team believes that this will further contribute to the accomplishment of the mission and goals of DepEd.

Then and Now

Of course, if you are part of something as honorable as B’was-Damlag Ko, Sakdag N’yo, you get to have new learnings along the way, and even a new perspective in life.

Aside from her realization upon seeing the children’s ways of life, Abuela further shared how the project helps her in becoming a better person. “The BKSN project helped me discover and develop my capabilities, inspired me to take the extra miles in doing things, taught me to face the challenges squarely, made me conquer my fears, and made my journey of making a difference in the lives of the Last Mile Schools children, teachers, and communities more fulfilling and meaningful,” she explained.

Abuela also explained that B’was-Damlag Ko, Sakdag N’yo gave her a sense of fulfillment which gave her a purpose in life, which is to serve the underprivileged young learners. A leader’s job is to influence its team, and that is what exactly Abuela was able to do, along with gaining more confidence in dealing with other groups and people. Aside from these intrinsic impacts the project was able to give her, external factors were also brought about by it such as additional grade level offering and teaching items; additional school supplies; Balay-Darayunan (Teachers’ Quarter); and tapping multiple potential partners like Nestle Philippines for MILO PE kits, and Friends from Korea.

Pandemic Blues

Ever since the global health crisis struck the Philippines, it definitely caused many missed opportunities.

The COVID-19 pandemic is indeed a huge struggle for everyone. Abuela and her team feared that even though preparations were already made, the quality of education might get compromised because of the virus.

Furthermore, Abuela explained that because of the pandemic, they were not able to move easily and get things done in an instant. Because of the rising number of COVID-positive cases and the restrictions brought by the pandemic, the timeline of their projects was affected, causing them to reschedule some activities. Even so, Abuela assured that the implementation of their activities are still on-going. “Tuloy-tuloy lang yung implementation natin kahit na, syempre, may pandemic,” she said.

In the same way that it takes a village to raise a child, B’was-Damlag Ko, Sakdag N’yo would not be possible without the efforts and support of the Development Academy of the Philippines (DAP) and its leadership development program for the DepEd Antique which was sponsored by the Office of Deputy Speaker Hon. Loren Legarda. Abuela expressed her gratitude to both, calling them “God-laden instruments toward the desired changes.” She also thanked her team, the Local Government Units (LGUs), School Heads and personnel, the parents, partners, and everyone who did their parts in making the project a success.
The children are the future – and as much as they are the future, they need good education to help them build a better future for themselves. With the help of B’was-Damlag Ko, Sakdag N’yo, underprivileged children living in remote areas are given the chance to build a better future by getting proper education. They, too, are given the chance to have coloring books no money could ever amount to, and they are ready to paint their future by the number, one color at a time.

The COVID-19 pandemic has inevitably disrupted how employees traditionally worked. It forced organizations, both public and private, to adopt alternative work arrangements to sustain productivity and efficiency amid the ongoing crisis. For the public sector in particular, much is expected from the national and local government agencies to keep the unhampered delivery of key public services as the country grapples with the ramifications of the pandemic. It is against this backdrop that this case study attempts to situate the productivity of government agencies from the perspective of 2,756 civil servants as they adopted alternative work arrangements during the community quarantine period in May 2020.

Conducted through an online survey and focus group discussion, the findings showed that the alternative work arrangements adopted during the community quarantine period under study, regardless of what type, had positive effects on the perceived performance and productivity of government employees. The satisfactory level of self-perceived productivity of government employees reflected their agility in adjusting to non-traditional forms of work arrangements and resiliency in remaining productive and efficient amid an unprecedented external shock. The expected outputs from the respondents were still delivered, although the individual and organizational targets have unavoidably changed to suit the evolving new realities. From the agencies’ viewpoint, some savings were reportedly realized but there were also additional expenses incurred. There were adjustments pursued by the agencies which also signified the extra effort they exerted to ensure that their core services are delivered despite the disruptions while also safeguarding the health of their employees.

Unsurprisingly, the availability of ICT tools and equipment provided by the agencies and the availability of strong internet connectivity facilitated the employees’ accomplishment of their tasks while working under alternative work arrangements. Aside from these ICT-related factors, organizational culture—particularly high levels of trust and support from management, and an ethos of communication and collaboration within the organization—also plays a pivotal role in maintaining employee productivity.

However, alternative work arrangements, especially remote work, come with additional personal costs which can be a burden to many. A majority of the non-managerial employees were using their personal computer/laptop and internet connection to work on their assigned tasks while at home. The physical environment at home also affected their productivity performance. Those who work-from-home reportedly get easily distracted by personal matters such as household chores and childcare. However, having a conducive work environment at home is already within the control of the employees but might prove to be extra difficult given the pandemic situation.

Finally, while government employees reported satisfactory levels of productivity during the community quarantine period, providing them adequate support to help them remain productive while safeguarding their overall well-being during this uncertain time is of utmost importance. From the case study’s findings, the key recommendations include 1) maximizing the use of digital technologies and leveraging individual competencies in using these technologies; 2) establishing concrete performance standards for functions and tasks done remotely; and 3) recalibrating policies and guidelines in relation to human resource and performance management.

For a copy of the report, please email coe_psp@dap.edu.ph.

The Development Academy of the Philippines (DAP), through its Productivity and Development Center, in collaboration with the Asian Productivity Organization (APO), has successfully conducted the Workshop on Modern Food Transportation and Regulation last 13 to 15 July 2021 via videoconference. This workshop was one of the virtual programs held under the APO’s Digital Multi-Country Program.

The three-day virtual event tackled relevant information on global trends, challenges, and opportunities on food transportation, best practices, relevant management system (ISO 23412:2020), and the impetus to modernize food delivery systems. It also delved into policies/regulations to seize the opportunities as well as cope with the challenges brought by the COVID-19 pandemic. The importance of smart transformation of food transportation in member countries to meet modern consumers’ needs such as timely delivery, high quality, and safe food from secure sources was also emphasized.

Welcome remarks by Atty. Engelbert C. Caronan Jr., President and CEO
Development Academy of the Philippines | APO Alternate Director for the Philippines

DAP President and Chief Executive Officer Atty. Engelbert C. Caronan Jr. highlighted, in his welcome remarks, that the current pandemic exposed the vulnerability of the global food supply chain particularly in the area of food logistics, as evidenced by the delays and congestion created by border restrictions and other measures undertaken to contain the spread of the virus. Hence, industries were urged to embrace technology-based innovations to contribute to accelerating food system transformation in particular the use of big data, the internet of things, robotics, and automation. However, mainstreaming these innovations largely depends on how regulatory bodies steer the direction of its regulated actors to adopt smart approaches in operations and policies that underpin these regulations.

Attended by overseas and local participants from Bangladesh, India, the Islamic Republic of Iran, Malaysia, Pakistan, Republic of China, Sri Lanka, Thailand, Turkey, Vietnam, and the Philippines, the workshop had top-notch experts and practitioners in their field namely, Dr. Sahat M. Pasaribu of Indonesia, key officers of the Yamato Holdings Co. Ltd. of Japan, Dr. Rodney Wee of Asia Cold Chain Centre of Singapore, Dr. Florentin Blanc of the Organisation for Economic Co-operation and Development (OECD), and our very own, Ms. Cherrie Atilano of the AGREA from the Philippines.

The last day of the workshop capped off with group presentations on the challenges and opportunities in food transportation, the needed regulations to address these challenges and opportunities, and the management systems, facilities, infrastructure, institutional mechanisms, and system requirements to be able to install or strengthen and modernize food transportation.

Closing remarks by Arnel D. Abanto, Vice-President and Managing Director
Productivity and Development Center | Development Academy of the Philippines

In his closing remarks, DAP Vice-President Arnel D. Abanto congratulated all the participants for completing the three-day workshop with the hope to be able to create a ripple effect as they apply their learnings from this multi-country program. To help transform and modernize food transportation, he underscored the following key considerations in identifying regulatory measures: a) achieving environment-friendly and sustainable development; b) implementing food traceability, and c) developing a viable food distribution channel. He further added that the biggest aid to strengthen modern food transportation and regulation does not only lie in the state-of-the-art technological advancements such as cold chain infrastructure and applications, but also in the innovative and collaborative action among agencies and organizations at the national, regional, and global scale in carefully designing a responsive food logistics plan which incorporates the necessary food safety requirements.

The DAP and APO, together with its partners in the government sector and the private sector hope to positively impact the food transportation sector and the overall food system in the coming years. For more information, visit www.dap.edu.ph, email pdc@dap.edu.ph or call 8632-2156/2137.

Click to see highlights of the three-day workshop: Click to see highlights of the three-day workshop: Integration Video_APO-DAP Digital Multi-Country Workshop on Modern Food Transportation and Regulation.mp4

This article was originally posted in http://pdc.dap.edu.ph/index.php/international-and-local-participants-learn-modern-food-transportation-and-regulation/

29 July 2021 – The Development Academy of the Philippines Center for Governance – Policy Research Office (CfG-PRO) continued its two-part discussion on full devolution in line with the implementation of the Mandanas ruling in the fourth installment of the Thursday Talks Webinar Series entitled “Devolution Ready: Realizing Meaningful Autonomy” under the Capability Building on Innovative Leadership for Legislative Staff (CBILLS) program. 

Moderated by Dr. Maria Ela L. Atienza, local governance and devolution expert from the Department of Political Science at the University of the Philippines Diliman, the webinar featured Undersecretary Mercedita Sombilla from Regional Development Group of the National Economic and Development Authority, who highlighted the inequity within the Philippines and enumerated the initiatives used in guiding offices to promote regional equity. 

The second session, led by OIC-Director John Aries Macaspac from the Local Government and Regional Coordination Bureau of the Department of Budget and Management, discussed the past and current computation of LGU shares in line with the Mandanas ruling. He also asked Congress to pass the proposed Income Classification Bill, which would aid the determination of the financial capabilities of LGUs to undertake development projects and provide different forms of assistance to LGUs.

Afterwards, in a panel discussion, Quirino Governor Dakila Carlo Cua, National President of the Union of Local Authorities of the Philippines and National Chairman of the League of Provinces of the Philippines, stated that there should be clearer recognition of the inequity experienced by LGUs and raised concerns on the difficulties LGUs might face with the intended timeline for the devolution transition plan. 

Gov. Cua had emphasized that IRA shares from the Local Government Code 30 years ago allocated to LGUs were not enough to fulfill their envisioned responsibilities and mandates, and the additional financial shares for the devolution efforts are what the national government ‘owes’ the LGUs in the first place. 

Following this, Dr. Charlotte Justine Dikono-Sicat began by stating that it is an opportune time to devolve, especially since LGUs have always strived to fulfill their duties and responsibilities to their constituents. She then shared her four general recommendations for the strengthening of devolution which were strategic fund utilization, enhancing the generation of funds, alignment of funds, and improving institutional adjustment, alignment and coordination.

During the open forum, Dr. Diokno-Sicat explained that the economic principles behind devolution, decentralization, and federalism are essentially the same and that we have the tools to help us strengthen the goals of the Mandanas ruling. 

Next, Gov. Cua stated that LGUs have been ready and keen to spend on projects as LGUs have been waiting on funding to come in for decades. Undersecretary Sombilla discussed that all LGUs will be affected by the Mandanas ruling and highlighted the importance of utilization of funds from the national government among the LGUs as well as the budget preparation and optimization of IRA/NTA so it may be efficiently managed.Director Masapac added that it is up to LGUs to prioritize projects that they feel are important for their development and that projects cannot be imposed on the LGUs.

In her synthesis, Dr. Atienza highlighted the importance of capacity building for LGUs and the importance of stakeholder involvement in the devolution efforts. She also expressed her hope that with the Mandanas ruling, LGUs will have the ability to maximize their available resources and undergo successful harmonization within the different levels of government.

The livestream of this event can still be accessed through the Policy Research Office Facebook Page at www.facebook.com/DAPCFGPRO. – by Rion Cairus Reyes

Eager to go to school, a third-grade student packed his bag with his learning materials as his parents awaited the announcement regarding the suspension of school. From the radio set we hear the grim announcement: the virus causing a global pandemic is now in the country and everybody is advised to stay home. Adults as well as kids are locked down, but learning has to continue at home. This left the student confused – inasmuch as he struggled to read his learning modules, he also struggled to make sense of the ongoing situation.

Watching children grow to achieve their dreams is the aspiration of both teachers and parents as they guide the young ones to their future. With enough anticipation and care, we make it their mission to bring out the best of the children. But how can we ensure that we are giving them a nurturing learning environment if this current pandemic crippled our resources?

Students in the 3rd grade are already expected to read independently and do numerical computations by themselves, but according to the Regional Unified Numeracy Test and Division Literacy test in San Jose District, Division of Antique, the results shows that among the 1,445 Grade 3 students that underwent the test, 218 students or 15.08% are non-numerates and 170 students or 11.76% are non-readers, raising the concern of the teachers in the district.

Each learner has a certain capacity to process the information given to them by chunking data into pieces they can easily digest and understand. In addition, students tend to have their own learning cycle that helps them quickly adapt. But some pupils, especially those that do not have enough resources for an optimal learning environment, are usually left behind. 

To some, the assessment results may just be a number, but it points to a pressing issue that demands our utmost attention. If not addressed, the inability to read and do basic arithmetical operations may be a roadblock to the educational sustainability of students.

As these concerning rates become an alarm for most instructors in the field, an innovation program thru the Development Academy of the Philippines’ Center for Governance, helped the Department of Education (DepEd) Schools Division Antique to come up with a strategic response called Count on US, ANITA (United Stakeholders Activate the Nurturing Intensive Teaching amidst Adversity). The project initially focuses on maximizing learning support systems for non-readers and non-numerators in the new normal through the active involvement of stakeholders in providing support to address the literacy and numeracy problems. The project develops a mentoring hub for parents, learners, and teachers, engaging experts to help improve learner’s performance, tapping professional pseudo-tutors or teachers to supplement learning gaps, developing learner packages for learners and potential partners, and orienting and capacitating learning facilitators.

Conduct of Capability Building for Teachers at Atabay Elementary School

Foreseeing possible challenges that might come along the way

“The project changed the perspective of the people in the community, that improving the literacy and numeracy skills of learners are not the role of the teachers alone but rather by the entire community. That when there is unity, there is hope for every learner to be a champion,” said Anita Gubalane, Count on US, ANITA team leader.

Gubalane is an Education Program Supervisor of the Department of Education who also stands as a team leader of the said project. She took the lead in planning, implementing, and monitoring the entire project. The project’s planning took place in December 2020 and was implemented in January until April 2021. The initiative becomes an avenue for learners to adapt and sustain the means of learning.

For an ordinary 9-year-old pupil used to learning with his classmates in a typical classroom setup, along with all the things that make up the whole school experience, remote learning is stressful at times. At worst, it was found to be a discouraging experience. The innovation project, Count on US, ANITA  aims to fill this gap. 

Cooperative Endeavor

Mildred Napuli, Teacher I of San Jose District, said that the “Project Count on US, ANITA depicts the true bayanihan spirit wherein our stakeholders collaborate and work together for our beneficiaries.”

With this significant effort and consistent follow-ups for the project, it has already commenced as a strategic response for learners in the diverse phase of adaptability. Aside from the realistic assurance of dedication and commitment from everyone involved, information was disseminated through different platforms, which became an important factor in the successful mobilization for the project.

Gubalane also shared that there are salient events that contributed to the project’s early success, which are the development of learning packages and the conduct of home visitation to teach the struggling learners. Yet even if this flexible offer is here to stand, perennial problems such as numeracy and literacy conditions should not be overlooked but examined along with the progress made by the project. Echoing the Department of Education’s battle cry, she said, ‘no one should be left behind.’

School heads, teachers, and stakeholders joined hands as they are bound to enthusiastically implement the project as it continues to help the learners through its mode of accountability and the corresponding project implementation plan. It is a tremendous and exceptional package made to assist struggling learners.

Role of Fulfillment

“After two months of the implementation of the project through the Intensive Remote Teaching with the help of our various stakeholders, the innovation project Count on US, ANITA brought a significant impact on the reading and numeracy skills of the learners,” Ma. Adrilyn Lacurom, the District In-Charge said.

After the project’s intervention, 45% of the third-grader non-readers (78 out of 170) are now considered readers, and overall 515 learners have increased their reading level, initiating a great increase in the literacy level of students in the district. Meanwhile, 56% of the non-numerates (126 out of 218) are now under the category of numerates. At the same time, a total of 819 students increased their numeracy level – filling up the wide gap from the statistics before the intervention. 

As a result of the project, DepEd Antique also has better experience developing and implementing plans and better understanding of how to conduct intensive teaching and enhanced knowledge in developing learning packages to assist struggling learners. It is indeed a project made for sustainability and strategy that molds not just the learner’s preference but the implementer’s expertise as well.

Chances and Challenges

There is indeed hope in education. As the future begins to widen its door of opportunities for the young ones, teachers and parents can serve as the guide in navigating their way amidst uncertainties and challenges. Project Count on US, ANITA is a welcome development in helping students sustain their love of learning, despite the many struggles in the new normal.

“The project could be improved by having every school create a team to oversee the replication of the project in all districts. The team will continue to tap all potential stakeholders in the community and enhance the capability of teachers through the conduct of training on how to handle the struggling learners. It is also important to create a policy to institutionalize the Project Count on US ANITA,” Gubalane said. 

This innovation project showed us a glimpse of the difficulties of the current world we are living in. If children find it hard to adapt to their learning environment now, how could they possibly become the leaders of tomorrow? As we continue to navigate the uncertain terrain of a post-pandemic world, may we remember that while it is never easy to cope and adapt, having the help and support of the people around us can make it a little bit easier to make sense of the world around us.

The Development Academy of the Philippines (DAP), through its Productivity and Development Center, in partnership with the Asian Productivity Organization (APO), an intergovernmental organization in the Asia-Pacific region, is conducting the Workshop on Modern Food Transportation and Regulation on 13 to 15 July 2021 via Zoom.

The workshop will highlight the importance of smart transformation of food transportation in member countries to meet modern consumers’ needs such as timely delivery, high quality, and safe food from secure sources. This goal is anchored on the commitment and key result areas of the APO in reference to its newly launched Vision 2025 striving for an “inclusive, innovation-led productivity growth in Asia and the Pacific.

Moreover, the three-day virtual activity will discuss highly relevant topics which mainly focus on Global Trends, Challenges, Policy/Regulatory Responses, and Opportunities in Food Transportation, Modern Delivery System with the use of Information and Communications Technology (ICT), Cold Chain Logistics in Response to Covid-19, and International Standard on Temperature-Controlled Parcel Delivery Service (ISO23412). The duration of each day’s sessions will be around four hours comprising of presentations, interactive group discussions, and other relevant collaborative learning methods.

Expected to be attended by some 30 foreign and local participants from Bangladesh, India, Islamic Republic of Iran, Malaysia, Pakistan, Republic of China, Sri Lanka, Thailand, Turkey, Vietnam, and Philippines, the workshop will also be graced by experts and presenters on agricultural economy, cold chain management using state- of-the-art technologies, and relevant management systems, particularly ISO 23412:2020.

This initiative is part of the virtual programs conducted under the Digital Multi- Country programs of the APO. This is pursuant to the unified goal of the DAP and APO to promote innovative interventions, approaches and best practices across all sectors of the economy, foster the development forces at work both in national and regional scale, and bolster the institutional infrastructure crucial to sustained productivity improvement. Indeed, the APO and the National Productivity Organizations (NPOs) have continuously lived up to their commitment to contribute to the socioeconomic development of Asia and the Pacific through the enhancement of productivity.

The DAP, as the country’s National Productivity Organization, and the APO,
hope to continuously impact food transportation and logistics at all levels — national, local or even global in the coming years. For more information, visit www.dap.edu.ph or email pdc@dap.edu.ph.

This article was originally posted in http://pdc.dap.edu.ph/index.php/dap-and-apo-to-conduct-a-workshop-on-modern-food-transportation-and-regulation/

The global pandemic has heightened the productivity imperative in the public sector. The accurate measure of productivity is important for policy given that the public sector is a major employer in most economies. This is the main point stressed by Firas Raad, World Bank Country Manager based in Malaysia at the International Roundtable on Public Sector Productivity Measurement held on June 16, 2021, organized by the World Bank to discuss the issue of public sector productivity. The panel comprised of two reactors from ASEAN (Philippines and Malaysia), the Organization for Economic Co-operation and Development (OECD) and the European Commission.


To start with, Daniel Rogger of the Bureaucracy Lab presented the architecture for productivity analysis using an articulated model of understanding of productivity in government, the complementary approach of using macro and micro-measures of productivity, and the correlation of data to determinants of productivity. Members of the panel also shared their organization’s experiences, challenges, and key lessons in measuring public sector productivity.


Magdalena Mendoza, Senior Vice-President of the Development Academy of the Philippines, traced the evolution of productivity movement in the Philippine public sector at a time when the country had a very tight fiscal situation, then under the period of heightened demand for results, and the need to regain the trust of its citizenry. She mentioned that measuring public sector productivity remains a challenge although there had been several efforts to do so. For instance, productivity measurement done at the service-level such as tax collection, licensing, and passport application using the methodology of Dunleavy and Carrera of the London School of Economics and at meso-level such as health and education adapting an approach used to measure productivity in Australia. She raised the need for a consensus on the construct of public sector productivity to adopt a national-level measurement approach.


Other members of the panel also shared their organization’s experiences, challenges, and key lessons in measuring public sector productivity. Mattieu Cahen, Senior Policy Analyst of the Infrastructure and Public Procurement Division of the OECD discussed the challenges on data such as lack of standardization, disconnection between data, main impact, the importance of environment, and context. He also conveyed the trend of looking beyond efficiency and effectiveness of administration and into the broader sense of well-being. Dr. Lewis Dijksta, Head of the Economic Analysis Sector of the Directorate-General for Regional and Urban Policy, European Commission shared the experience of the World Justice Project using a justice scoreboard that relied on administrative data monitored regularly to create a government benchmark. This showed data variation in regional and urban contexts which enabled the transfer of knowledge for improvement. Dr. Thomas Niaounakis, Senior Advisor of the Ministry of Finance Netherlands, provided the advice of prioritizing organizations willing to adopt productivity measurement compared to those resistant in lieu of the challenges of implementation. Dr. Anesee Ibrahim, Director for Research of the Planning and Policy Division of the Public Service Department of Malaysia, seconded the panel members in their challenges and key learnings. He emphasized how measuring productivity at the individual level can have a very big impact on human resource management as data provides actionable information and understands characteristics that correlate to productivity.


Deryck Brown, Senior Public Sector Specialist of the World Bank, closed the session by synthesizing the efforts from the different countries and highlighting creative ways to address implementation challenges. With public sector productivity measurement becoming increasingly relevant to improve performance and deliver better public service, he encouraged organizations like the DAP to participate in the various activities of the World Bank’s Bureaucracy Lab, which is purposed to produce new datasets and conduct analytical work to better understand and innovate government bureaucracies.

Despite the difficulties arising from the current pandemic, frontline government agencies and offices can aim for better frontline service delivery using actual feedback from citizens nationwide.

Using the results of the national survey conducted by the Development Academy of the Philippines (DAP) under the initiative of the Government Quality Management Program, government agencies and offices can focus on improving frontline service delivery using the key drivers of citizen satisfaction captured in the e-survey conducted in December 2020.

Aiming for quality service delivery that follows these key drivers or service attributes that have the biggest impact on citizen satisfaction will contribute to better transaction experience during the so-called “new normal.”

According to the DAP national Citizen Satisfaction e-Survey or e-CitSat, the key drivers of citizen satisfaction in all methods of contact, that is, for face-to-face, phone call, or online transactions are:

Meanwhile, for face-to-face transactions, there are additional service attributes that can contribute to a pleasant experience for citizens when they go to frontline government service facilities, especially with movement restrictions and health and safety protocols in place.

According to the survey, citizens appreciate frontliners wearing of IDs and uniform. This gives assurance that they are dealing with authorized personnel and not with fixers. Moreover, citizens would like to have fewer number of interactions with frontliners until their transaction is completed, especially during this time of the pandemic.

Likewise, for phone call method of inquiring or getting frontline government service, citizens would also appreciate having fewer number of interactions with frontliners when they make a phone call at a frontline government service office. Too many phone calls or being passed on to multiple staffs would contribute to dissatisfaction.

In the “new normal” where it is safer both for citizens and frontliners to interact using online method, frontline government agencies and offices will do well continuing or improving on another attribute of service. Citizens will be satisfied with the online frontline service delivery if they can easily navigate the government website.

When these key drivers of citizen satisfaction are considered in improving frontline government service delivery, citizens service experience may fare better resulting in smooth engagement on the part of both the frontline staffs and transacting citizens.

Professor D. Brian Marson, co-founder and senior fellow of the Institute for
Citizen-Centred Service in Canada pointed out in his lecture in DAP on “The Role of Service Quality Standards in Achieving High Levels of Client Satisfaction with Public Sector Services” that it is important to know the key drivers of citizen satisfaction to improve service. He called this the “outside-in” approach to improving service delivery.

Likewise, DAP Vice President Arnel D. Abanto underscored the value of evidence-based information. He explained that if you want to improve quality, you have to measure it. If you do not measure it, you cannot trace or monitor its improvement.

The key drivers of citizen satisfaction is just one set of attributes that can be measured and monitored in aid of service quality improvement.

Knowing what citizens like most in frontline service especially in critical times such as the ongoing pandemic, government agencies and offices have valuable information that can help them in their efforts to improve their services. With improved services, citizen satisfaction may be enhanced and, more importantly, contribute to the national goal of ensuring responsive, people-centered, technology-enabled, and clean governance.

The DAP 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.pdro@dap.edu.ph or call 0977-826‐3077.

This article was originally posted in http://pdc.dap.edu.ph/index.php/dap-survey-captures-key-drivers-of-citizen-satisfaction-in-frontline-government-service-during-pandemic/

Improving the Government for Every Filipino

Improving the way services are delivered to the people has always been a priority of the government to further strengthen the citizens’ faith and trust in the government’s capacity to make the Filipino lives better, safer and healthier.

Many government agencies are continually improving the delivery of their services through streamlining processes and rationalizing documentary requirements for ease of transaction of the citizens. One way to achieve this is through the establishment of a Quality Management System (QMS), where planning, service, and support operations are aligned to ISO 9001 International Standards. It assures the consistency in the quality of services and continuous process improvement that will generate approaches to enhance customer and citizen satisfaction.

Establishing a QMS also complements the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, which encourages the reengineering of systems and procedures. It mandates all offices and agencies to undergo review, evaluation and streamlining of their systems and procedures to reduce bureaucratic red tape and ease transactions of the Filipino people.

What is the GQMP?

The Government Quality Management Program (GQMP), which was created through the issuance of Executive Order (EO) No. 605, is a national government-funded program that promotes quality improvement in the public sector. The goal of the GQMP is to effect improvements in public sector performance by ensuring the consistency of products and services through quality processes that can be achieved by virtue of the establishment of ISO 9001:2015 Quality Management System.

  • Directs departments/agencies under the Executive Branch and GOCCs to adopt ISO-QMS and pursue certification
  • Enjoins SUCs and encourages LGUs, Judiciary, Legislature and Constitutional Offices to establish ISO-QMS and pursue certification
  • Directs establishment of citizens’ charter of key government offices as service guarantee

Focus on Enhancing Citizen Satisfaction

The GQMP is taking a great leap in its priorities by leveling up its quality improvement initiatives and focusing on enhancing citizen satisfaction. Its vision is: “Improved citizen satisfaction driven by government-wide quality improvement.” Thus, the Program concentrates on improving the frontline services of the government to ensure that Filipino citizens will greatly benefit in the process and system improvement initiatives. Reduction on the citizens’ transaction steps, waiting time, and transaction costs are the core of its objectives.

The program aims to:

  1. Increase the number of agencies with Quality Management System certified to ISO 9001:2015
  2. Streamline processes of frontline services
  3. Establish service quality standards
  4. Improve the workplace quality and organization of the national government agencies
  5. Promote innovation in public service delivery through innovation laboratory
  6. Improve capacities of government agencies in adopting quality improvement approaches

Program Components

Strengthening and Expanding the Government Quality Management System

Through the continuing capability-building activities of the GQMP, most government agencies are implementing ISO 9001-certified QMS. To continuously widen the adoption and optimize the benefits of QMS, the program is providing supplementary technical assistance on QMS development and certification, process streamlining, scope expansion and integration of different management systems through training, consulting and publications.

Institutionalizing the 5S Good Housekeeping Program

The 5S Good Housekeeping is a systematic approach to organize work areas, keep rules and standards, and maintain discipline. It utilizes workplace organization and work simplification techniques, which complement the effective implementation of ISO 9001 QMS. The GQMP aims to institutionalize the 5S Good Housekeeping Program through training courses, seminars and technical assistance to ensure the consistent quality and organization of workplace in the government, and expand the application of the waste elimination principles of sort, systematize, sanitize, standardize and sustain.

Institutionalizing the Service Quality Standards

The adoption of common service quality standards for the whole of government assures consistency in the quality of services. This component steers the bureaucracy towards a more citizen-centered service delivery and instill a culture of quality. The GQMP conducts Citizen and Business Satisfaction Surveys on government frontline services dealing with the transacting public and business sector to measure service quality, identify service quality standards, and institutionalize them in the whole bureaucracy.

Innovating the Public Sector

The GQMP implements advocacy and capability building activities to help the public sector develop innovation culture, and come up with innovative solutions and improvement of processes to address the challenges and opportunities that highly impact the provision of quality public services. It leverages on the requirement of the QMS for continual improvement and attainment of full potential. It also holds annually the Government Best Practice Recognition, a platform that showcases public sector best practices and recognizes the efforts of innovative agencies.

The Development Academy of the Philippines, in partnership with the Asian Productivity Organization, conducted the APO Course on Development of Public-Sector Productivity Specialists held virtually on March 1-5. Twenty-nine representatives from APO member countries attended the online workshop. The workshop aimed to introduce concepts, issues, tools, and strategies related to public-sector productivity improvement.

Dr. Lizan E. Perante-Calina, Dean of the Graduate School of Public and Development Management of DAP, rendered the welcome remarks. Dr. Perante-Calina emphasized the role of public-sector organizations in improving the overall quality of life as the world faces many interlocking societal issues. 

Throughout the five-day course, the resource persons shared their expertise and mentored the participants on public-sector productivity. Dr. Shin Kim, Director & Senior Research Fellow of Center for International Public Cooperation of the Korea Institute of Public Administration, talked about the public sector role and global trends in improving productivity, performance management, e-government, and regulatory reform. 

Dr. Brian Marson, Co-Founder and Senior Fellow of the Institute for Citizen-Centred Service in Canada discussed public sector leadership and change management, citizen-centric service, development of productivity improvement plan, and approaches for improving organizational productivity. Lastly, VicePresident Arnel D. Abanto, Productivity and Development Center of DAP, explained measuring public-sector productivity, particularly identifying key considerations and appropriate methodology in estimating PSP.