Category: News

About the Tool

An expanded client journey map is a visual tool for understanding and improving customer experiences, particularly in public services serving diverse client groups. Organizations can identify key touchpoints, satisfaction levels, and preferences by visualizing the customer’s journey. This information can be used to enhance service processes, improve the overall customer experience, and achieve organizational goals. Moreover, the insights gained from client journey mapping can inform strategic decision-making, leading to policies and strategies that better align with customer needs and preferences. Organizations typically synthesize information from interviews, observations, and feedback in creating a client journey map, often by asking clients to map their journeys.

Purpose: Service Design

How to Use the Tool

Estimated Time Needed: 30 minutes

Target Participants or Users: Change Managers, Service Designers

Steps

1. Identify client actions and agency actions. Write the steps you have undertaken when engaging with the service provider (ex., office, apps, kiosk, or service desk). In the ‘Agency’s Action’ column, write the activity or response of the agency in guiding you throughout the process.
2. Classify each step as one of the following types:
   Operation: Actions where there are changes made to the products
   Transportation: Products are transferred from one location and/or to another
   Inspection: Products are checked for quality and quantity
   Storage: Products are kept, held, and stored
   Delay: The process is temporarily stopped, or steps that do not add value to the product
3. Identify the channel where the interaction takes place.
4. Write the distance in terms of steps, meters, or kilometers.
5. Write the time it takes for clients and agencies to complete a step in terms of minutes or hours. The time for clients includes waiting time.
6. Identify the cost of completing each step. Include Primary Transaction Costs/Fees and Other Transaction Costs/Fees. These transaction costs are expenses a client incurred during the stage of interaction with the service or product.
7. Identify the emotion the client feels at each step.
8. Identify pain points clients may experience at each step. Pain points are problems or issues clients and prospective clients experience while undergoing the service or process.
9. Count and write the number of steps that fall under Operation, Transportation, Inspection, Delay, and Storage. Add these to get the Total Steps of the entire process. Then, compute the total Time, Distance, and Cost.

Sample Expanded Client Journey Map

Reference:

1. Design Sprints (n.d.). Crazy 8’s. https://designsprintkit.withgoogle.com/methodology/phase3-sketch/crazy-8s

About the Tool

Purpose:  Productivity Management

The problem tree diagram is a planning tool that helps identify the root causes of a problem. It creates a tree-shaped diagram that provides a logical hierarchy of their relationships. By breaking broad categories into more specific details, it moves concepts from generalities to specifics.

A problem tree analysis aids decision-making, identifies the root causes of defects, and facilitates idea generation and risk assessment by visualizing risk factors, probabilities, and potential impacts. This approach allows organizations to have a better understanding of the problem, offering various angles for intervention.

How to Use the Tool

Estimated Time Needed:  1 hour

Target Participants or Users: Change Managers, Project Managers, Planning Officers, Process Planners

Steps

1. Define the problem statement.
2. Write the problem statement in a square or circle at the top (for a vertical tree diagram) or far left (for a horizontal tree diagram).
3. Identify immediate causes contributing to the central problem.
4. Organize the diagram from broad to specific details.
5. Create new tiers of statements and use arrows to indicate how each statement relates to the ideas in the previous tiers. This helps illustrate the connections between statements.
6. Ask the “Why” questions to drill down to the next level of detail. Identify deeper causes, breaking them down into more detailed sub-branches.
7. Continue until all the details for the outcomes are exhaustively mapped out

Sample Tree Diagram

About the Tool

Purpose: Productivity Measurement

The cause-and-effect diagram developed by Dr. Kaoru Ishikawa is a simple graphical method of showing the causes of any given problem. Sometimes referred to as an Ishikawa diagram or fishbone diagram, it resembles a fish’s skeleton with a fish head. The branches representing the fishbones extending to the left and right are the reasons behind its popular fishbone name. It is one of the most effective tools for problem-solving and quality improvement. All brainstormed causes are grouped according to rational categories and subcategories. These show the relationship of the data in each category and its subcategories. A good cause-and-effect diagram has many ‘bones.’

The cause-and-effect diagram can be used in product design, quality defect prevention, and other situations requiring a deeper understanding of the root cause. This organized approach enables a comprehensive understanding of the detailed factors affecting a specific performance or outcome, making it a valuable asset in various industries and applications. The obtained information is used to prioritize areas that need improvement. 

How to Use the Tool

Estimated Time Needed: 1 hr

Target Participants or Users: Process Owners, Planning Officers, Quality Control Inspectors, Project Managers

Steps

1. Identify the problem. Write it at the head of the fish.
2. Identify the factors that may be part of the problem: people, materials, methods, measurement, environmental factors, and policies and procedures.
3. Brainstorm further possible causes for each of the factors using the 5 Whys.
4. Analyze the root cause of each factor.

Sample Cause and Effect Diagram

About the Tool

Purpose: Productivity Measurement

A control chart, or the Shewhart chart, can be used to understand and manage process changes. It uses line graphs to plot sample data at certain time intervals. A center line represents the average of the data points, including lower and upper limit lines, to show if there are significant changes. These changes or variations can be of common cause or special cause. Common cause variations are predictable and cause no process change, while special cause variations require understanding and prevention to prevent future disruptions.

Control charts are essential tools for monitoring and learning about processes. They help identify natural changes, potential issues, and patterns, predict future functionality, and analyze information for improvement. Despite limited use in the public sector, control charts are widely used in organizations.

How to Use the Tool

Estimated Time Needed: 1 hr

Target Participants or Users: Process Owners, Planning Officers, Quality Control Inspectors, Project Managers

Steps

1. Organize the data
2. Label the columns and input data accordingly.
3. Draw the horizontal (x) and vertical (y) axes.
4. Label the axes.
5. Plot the data on the chart.
6. Compute the mean or average. This will be the control line.
   Average = n1+n2+n3+n4…/ Number of data
7. Compute the standard deviation of the dataset. This is used to compute the upper and lower control limits.
   Standard deviation = √[ Σ (Individual value – Average)² / Total no. of data points ]
8. Compute the control limits to define the boundaries of the dataset.
   Upper Control Limit = Mean + (3 X Standard Deviation)
   Lower Control Limit = Mean – (3 X Standard Deviation)
9. Draw the upper and lower control limits.
10. Write the title of the chart.

Sample Control Chart

Quezon City, August 30, 2024 — The Development Academy of the Philippines (DAP) and the Asian Productivity Organization (APO) co-hosted the “Conference on Open Innovation in the Public Sector” from August 28 to 29, 2024, at the Crowne Plaza Manila Galleria, drawing nearly 300 delegates from 17 APO-member economies. The event highlighted its international significance in advancing government innovation.

Key figures opened the conference with warm welcomes: Dr. Arsenio M. Balisacan, secretary of the National Economic and Development Authority (NEDA) and chairperson of the DAP Board; Dr. Jose Elvinia, head of APO-Multi-Country Programs Division 2; and Dr. Majah-Leah V. Ravago, DAP president and chief executive officer.

During the two-day event, speakers presented and discussed strategies for enhancing innovation within government operations. Dr. Atreyi Kankanhalli from the National University of Singapore kicked off the sessions by exploring inside-out and outside-in innovation, emphasizing the critical role of user-driven innovations and the need for public-sector organizations to leverage the creativity and insights of citizens and external partners.

Next, Dr. Michiko Iizuka of the National Graduate Institute for Policy Studies in Japan examined the complexities of integrating open innovation through public-private partnerships. She outlined key challenges and offered strategies to foster effective collaboration.

Director Diane Gail L. Maharjan of NEDA presented frameworks and policies designed to cultivate a robust innovation ecosystem within the public sector. Her session provided essential strategies for nurturing an environment conducive to innovation.

Alexandru Oprunenco, regional innovation advisor at the United Nations Development Programme in Thailand, introduced system-based and collaboration-based approaches to innovation, advocating for a diversified approach to address the multifaceted challenges public-sector organizations face.

Angela Hanson from the Organisation for Economic Co-operation and Development-Observatory of Public Sector Innovation concluded the presentations with insights on fostering a culture of open innovation. She stressed the importance of empowering middle managers to lead innovation efforts, highlighting the need for them to have the authority, courage, and resources to drive meaningful change.

The conference also featured panel discussions and case studies, providing practical insights into successfully applying open innovation principles.

This article is originally posted on: https://dap.edu.ph/dap-apo-host-landmark-conference-on-open-innovation-in-the-public-sector/

Tagaytay City, Philippines — The Development Academy of the Philippines (DAP), serving as the country’s focal organization for the Asian Productivity Organization’s (APO) Center of Excellence on Public Sector Productivity (COE-PSP), successfully conducted the “ImagineGovPH: Citizen Innovators for Better Public Service” innovation sprint contest on August 16-17, 2024. The initiative provided a dynamic platform for developing innovative ideas and practical solutions aimed at improving public service delivery by reducing transaction hours.

Ten teams, consisting of students and individuals from both the public and private sectors,  participated in a two-day workshop. The event focused on refining their proposed solutions to address real community needs. The teams included representatives from the Department of Education-Central Office, Department of Education-Schools Division Office of Antipolo City, Department of Education-Schools Division of Olongapo City, Alliance of Competent Young Movers, Pangasinan State University, Senate of the Philippines, Polytechnic University of the Philippines, Local Government Unit of Cardona, Colegio de San Juan de Letran-Manila, and Alliance of Competent Young Movers.

Four standout finalists emerged from the workshop with the following innovative ideas:

1. DoseRx Medivance by Senior High School Students from Colegio de San Juan de Letran-Manila
2. Crowdpoint by Usher Technologies Inc.
3. Queuewise by PUP Pylon TBI
4. TECH-LEAP: Transforming education through capacity building and high-tech systems for digital literacy, efficiency, advancement, and proficiency by the Department of Education – Schools Division of Olongapo City

The grand winner of the ImagineGovPH contest will be announced during the culminating event scheduled for November 2024.

This article is originally posted on: https://dap.edu.ph/daps-imaginegovph-innovation-sprint-sparks-solutions-to-streamline-public-service-delivery/

Pasig City, 31 July 2024 —The Development Academy of the Philippines (DAP), as the focal organization of the Asian Productivity Organization’s (APO) Center of Excellence on Public-Sector Productivity (COE-PSP), hosted a knowledge and experience-sharing session for the seven participating agencies of the Development of Public-Sector Productivity Specialists Foundation Course (DPSPSFC).

Representatives from the Department of Science and Technology, National Commission on Indigenous Peoples (NCIP), Department of Energy, Department of Public Works and Highways , National Economic and Development Authority, Polytechnic University of the Philippines (PUP), and Department of Justice attended the session. The participants showcased initial gains and progress in their productivity improvement plans (PIP) through videos and in-depth presentations, addressing various areas such as process digitalization and automation, project monitoring, and records management systems. 

During the spotlight sessions, participants provided detailed presentations on their projects, discussing the narrative behind them and the challenges they encountered. These challenges included stakeholders’ resistance to change, aligning new systems with existing processes, employee perceptions of increased workload, scheduling difficulties, and funding limitations. Participants also shared valuable lessons learned, emphasizing the importance of setting realistic goals, conducting thorough root cause analysis, maintaining persistent follow-ups with leaders, continuous team communication, and securing top management buy-in. These insights were used to refine their projects

Selected representatives from PUP and NCIP expressed gratitude and reflected on the program and their experiences. They appreciated the support and guidance received, which enabled substantial progress despite initial limitations and challenges.

In her message, DAP Senior Vice President for Programs Magdalena L. Mendoza emphasized the need for agents of change within the public sector. She encouraged the participants to innovate, generate new ideas, and effectively utilize government resources to improve the lives of Filipinos.

Similarly, DAP Center for Governance Vice President Imelda C. Caluen recognized the participants’ achievements in their PIPs and highlighted the event’s importance as a platform for knowledge sharing and collaboration. She urged participants to align their efforts with the Philippine Development Plan 2023-2028, stressing that the journey to transformation and excellence continues. 

The DPSPSFC, offered by the DAP COE-PSP, provides specialized training in planning, problem-solving, measurement, and analysis to enhance organizational productivity across government agencies.

This article is originally posted on: https://dap.edu.ph/dap-hosts-dpspsfc-knowledge-sharing-session/

The Development Academy of the Philippines (DAP), through its Center of Excellence on Public Sector Productivity (COE-PSP), hosted the fifth and final episode of the Productivity Insights series on July 18, 2024. Sarah Afiqah Binti Kamaruzaman, assistant manager of the Malaysia Productivity Corporation (MPC), presented on “Productivity in Action by Implementing Good Regulatory Practice in Malaysia,” highlighting the vital role of Good Regulatory Practice (GRP) in enhancing Malaysia’s productivity. The virtual event attracted 350 participants from various government offices.

Good Regulatory Practices are designed to protect the public interest and foster a competitive business environment for Malaysian enterprises through effective, transparent, and business-friendly regulations. Afiqah illustrated GRP’s positive impacts with practical examples, including a notable case study on private hospital construction regulations. Initially limited by security concerns, MPC’s review process, involving consultations and benchmarking, led to regulatory changes that increased health infrastructure investment and addressed urban development challenges.

MPC aims for a 3.7 percent annual productivity growth by 2025, aspiring to position Malaysia among the top 12 competitive economies globally by 2030. This vision is driven by the Malaysia Productivity Blueprint, focusing on workforce improvement, digitalization, and innovation ecosystems. Afiqah emphasized that these initiatives equip Malaysia to thrive in an evolving global economy.

Collaborations with global organizations like the World Bank and World Economic Forum have been crucial to MPC’s success. These collaborations allow MPC to benchmark Malaysia’s regulatory standards globally, adopting best practices to enhance regulation quality and effectiveness. Aligning local regulations with international standards ensures Malaysia remains attractive for investment and economic growth.

Afiqah affirmed MPC’s commitment to advancing Malaysia’s productivity agenda through innovative strategies and robust regulatory frameworks. By advocating for GRP and fostering public-private partnerships, MPC aims to enhance productivity growth, competitiveness, and citizen prosperity. She concluded by emphasizing Malaysia’s proactive approach to achieving global competitiveness and sustainable economic growth. With MPC’s dedication to excellence and innovation, Malaysia is poised to become a significant economic power in the region and beyond, supported by a robust regulatory framework and clear vision.

Productivity Insights is an initiative of DAP through its COE-PSP. This series of knowledge and experience-sharing sessions showcases best practices from local participants and APO-member economies, aiming to boost innovation and productivity in the public sector.

As the Philippines’ National Productivity Organization and COE-PSP, the DAP is committed to promoting and implementing public sector productivity-related activities across the Asia-Pacific region. The COE-PSP plays a fundamental role in this mission by facilitating the exchange of knowledge on public sector productivity (PSP) best practices among APO-member economies. It conducts relevant PSP and innovation-related research and develops knowledge products, including resources and materials to support member countries’ programs.

Through the COE-PSP, the DAP undertakes projects designed to help APO-member economies develop and strengthen their productivity programs, enhancing efficiency and effectiveness in the public sector. By fostering a culture of innovation and continuous improvement, the DAP strives to elevate public sector productivity, ultimately contributing to the region’s economic growth and competitiveness.

This article is originally posted on: https://dap.edu.ph/dap-hosts-final-episode-of-productivity-insights-series-with-focus-on-malaysias-role-of-good-regulatory-practice/

The fourth virtual Productivity Insights session featured an in-depth presentation on the “Performance Enhancement Through Digital Management System (DMS)” by the National University of Modern Languages (NUML). Held on June 28, 2024, the session was led by NUML Pro Rector Dr. Muhammad Zubair Iqbal and attracted over 300 participants from state colleges, universities, local government units, and government agencies.

Dr. Iqbal outlined NUML’s strategic vision and organizational restructuring aimed at fostering innovation and research alongside academic excellence. He emphasized the university’s efforts to address challenges in productivity and efficiency across its campuses in Pakistan and China. The transition to a unified digital platform replaced subjective evaluations and manual data handling, enhancing transparency and eliminating biases. NUML’s DMS centralizes faculty data, including academic credentials, research publications, financed projects, and administrative duties, ensuring accurate and verifiable information.

Dr. Iqbal demonstrated the user-friendly interface of the DMS, highlighting features such as improved institutional memory, real-time faculty activity tracking, and automated data administration. This technology streamlines performance reviews, facilitates certification procedures, and enhances global rankings by providing precise data. NUML’s implementation of the DMS sets a new standard for productivity enhancement in Pakistan’s higher education sector, reflecting its commitment to becoming a leading institution in knowledge creation and inclusive education.

In concluding the session, Dr. Iqbal stressed the importance of effective leadership and organizational management. He advocated for inclusivity, urging stakeholders to discuss goals and evaluation criteria, and emphasized the need for organizational structures that surpass individual contributions. He encouraged other universities to learn from NUML’s experiences and access their data for mutual development and progress.

Productivity Insights is a series of knowledge and experience-sharing sessions showcasing best practices from local participants and APO-member economies to boost innovation and productivity in the public sector.

This article is originally posted on: https://dap.edu.ph/4th-productivity-insights-features-numl-performance-enhancements-through-dms/