The APO Center of Excellence on Public Sector Productivity
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Category: Post & Blurbs
February 8, 2024, Pasig City – The Development Academy of the Philippines proudly inaugurates Dr. Majah-Leah V. Ravago as its tenth president and chief executive officer.
The oath-taking ceremony, held earlier today, saw the esteemed presence of key figures, including the DAP Board of Trustees Chairperson National Economic and Development Authority (NEDA) Secretary Arsenio M. Balisacan, and members Department of Agrarian Reform (DAR) Undersecretary Atty. Luis Meinrado C. Pañgulayan, Department of Finance Assistant Secretary Nino Alvina, and Alternate BoT Representative Atty. Jether K. Corpuz. Alongside them were DAP officers and DAP’s outgoing president, Atty. Engelbert C. Caronan, Jr., MNSA.
Atty. Nathan Marasigan shares his expertise on blockchain technology and how it can revolutionize services in the Philippines.
Annually organized by the Development Academy of the Philippines’ Center of Excellence on Public Sector Productivity since 2017, the Conference on Public Sector Productivity aims to discuss current and emerging issues and trends in public-sector productivity, present different public-sector organizations’ experiences in designing and implementing their productivity improvement initiatives, and provide a platform for shared learning on public-sector productivity.
The recently concluded Conference on Public-Sector Productivity: Reimagining Public Service Delivery in the Digital Age, held last 5 December 2023, brought together nearly 300 participants, including government officials, senior technical staff, and representatives from various sectors involved in digital government programs, innovation systems, and national development.
DICT Usec. for e-Government David Almirol Jr. with DAP President and CEO Engelbert C. Caronan Jr. and VP of DAP CFG Imelda C. Caluen.
Key discussions at the conference centered on the important role of digital tools such as blockchain, chatbots, and other advancements in ensuring responsible data handling through robust cybersecurity measures.
National agency representatives shared best practices and plans for nationwide initiatives, propelling the Philippines into the digital age. Keynote Speaker Usec. David Almirol Jr. of the Department Of Information And Communications Technology discussed the progress towards e-governance, while Usec. Alexander Ramos of the Cybercrime Investigation and Coordinating Center shed light on nationwide cybersecurity programs.
Speakers highlighted innovative approaches to digital public service delivery, with Atty. Nathan Marasigan and Engr. Emman Navalan exploring the challenges and advantages of blockchain, demonstrated through cryptocurrency, specific to the context of sensitive-data storage for government institutions. Dr. Myung Jae Moon and Curtis Matlock demonstrated the transformative impact of AI and machine-learning on e-governance.
Bangko Sentral ng Pilipinas (BSP) Director of Supervisory Analytics Noel L. Guinto emphasized responsible data handling for government agencies, underlining the ongoing efforts and explorations of the BSP to upgrade technology for enhanced public service and data security.
The conference concluded with the recognition of winners in the 2023 Productivity Spark: 1,000 Ideas for Productivity.
For more information about CPSP, this year’s speakers, and ongoing updates, connect with us on Facebook and bookmark our page for real-time updates.
Watch the event recap here:
The two-week Asian Productivity Organization (APO) Development of Public-Sector Productivity Specialists course, hosted by the Development Academy of the Philippines (DAP) through the Center of Excellence on Public-Sector Productivity (COE-PSP), concluded last 17 November 2023 in Pasay City.
The event brought together 22 participants from APO-member economies in a program that aimed to equip public-sector specialists with knowledge and skills to enhance productivity.
DAP COE-PSP Dir. Peter Dan B. Baon, APO/DAP Secretariat Armand Tristan R. Suratos, DAP Center for Governance Vice President Imelda C. Caluen, with the resource persons and participants.
Throughout the course, resource persons Dr. D. Brian Marson, President of the Public Service Excellence Institute in Canada, Dr. Myung Jae Moon, Underwood Distinguished Professor at Yonsei University in the Republic of Korea, and Maria Rosario Ablan, DAP Program Director, shared insights on various aspects of public-sector productivity. Dr. Marson discussed change management theory and techniques for enhancing productivity and effective leadership. At the same time, Dr. Moon highlighted best practices in information and communications technology, regulatory reform, and applying foresight in the public sector. Dir. Ablan discussed the meaning and importance of productivity measurement in the public sector.
The participants huddled during one of the workshops.
In the second week, Dr. Jose Elvinia, APO Multicountry Programs Division Head, emphasized the course vision to equip participants with the necessary knowledge for driving productivity.
DAP Senior Vice President for Programs Magdalena L. Mendoza presented the tools and approaches available for public organizations to enhance productivity. Her presentation covered various topics, including performance management and organizational productivity improvement approaches targeting human resources, management, and equipment and technology.
DAP Senior Vice President for Programs Magdalena L. Mendoza shared the tools and approaches to enhance public-sector productivity.
The course also included a site visit to select government agencies, including the Business Permit and Licensing Office of the Quezon City Local Government, the Land Bank of the Philippines, and the Philippine Statistics Authority.
In the culminating activity, the participants presented a group report applying what they learned during the site visit. They also created and presented their Productivity Improvement Plan (PIP) to the resource speakers, who will all be their coaches when implementing their PIP.
One of the participants, Dr. Malaykham Philaphone from Laos PDR, shared her takeaways after attending the course. She said the upskilling made her better understand internal operations as she serves in the public sector.
“Knowing (the) tools to improve organizational productivity will escalate citizen-centered service,” said Dr. Philaphone.
The participants shared what they learned after the site visit with selected government agencies.
The 22 participants represented member economies, including Cambodia, Fiji, Indonesia, Lao PDR, Malaysia, Mongolia, Nepal, Pakistan, Philippines, Republic of Korea, Sri Lanka, and Vietnam.
Dr. Ilka Massue Kawashita, during one of the sessions, discussed the variables that drive citizens’ trust and confidence in public institutions.
The Public Service Value Chain Workshop, hosted by the Development Academy of the Philippines (DAP) through the Center of Excellence on Public-Sector Productivity in coordination with the Asian Productivity Organization, wrapped up a series of learning sessions and workshops in Pasig City from 23 – 27 October 2023.
The event brought together 35 participants from the DAP and the Department of the Interior and Local Government.
In her welcome address, DAP Senior Vice President for Programs Magdalena L. Mendoza emphasized the importance of optimizing value chains for efficient and effective public service delivery.
“As public sector entities serve citizens, they contribute significantly to national value. To meet the diverse demands of both private and public stakeholders, refining the public service value chain is thus crucial,” said SVP Mendoza.
The resource persons for the five-day workshop were Dr. Nilton Hideki Takagi, a Professor at the Federal University of Mato Grosso’s Institute of Computing in Brazil, and Dr. Ilka Massue Kawashita, an Associate Professor at the University of Phoenix in Phoenix, Arizona.
During the training, Dr. Takagi and Dr. Kawashita provided an overview of the concepts and methods of public service value chain development.
Participants discussed the processes in the value chain with Dr. Takagi.
They also shared the bottom-up approach in developing public service value chains, discussed how horizontal governance works, explored how public institutions can increase citizen trust and confidence, and guided the participants in collecting data and defining processes and macro processes within government institutions.
Dr. Kawashita also shared insights on the methods for monitoring and evaluating value chains. She emphasized the critical role of measuring performance in maintaining standards and ensuring quality. “If you can’t measure it, you can’t manage it,” Dr. Kawashita stressed. Simultaneously, Dr. Takagi delved into the software tools for designing value chains.
Dr. Takagi shared the concepts, approaches, and software tools for designing value chains.
On the last day, participants presented the value chains they had developed using various approaches.
The event culminated with discussions on creating a training manual for value chain development in the public sector, covering topics like planning, implementation, and management of value chain initiatives.
The workshop aimed to enhance public sector efficiency and contribute to national value by refining the public service value chain.
The resource persons and participants with DAP Senior Vice President for Programs Magdalena L. Mendoza, COE-PSP Dir. Peter Dan Baon, and DAP Resident Fellow Maria Rosario Ablan.
Overview
Green Transformation would require a new “contract” among stakeholders that is green, sustainable, and inclusive. During the Asian Productivity Organization (APO) Virtual Workshop on Green Innovation held in October 2023, Dr. Rene Ofreneo, Professor Emeritus of the University of the Philippines, shared his thoughts on combining innovation, productivity, and growth.
Pioneering Green Productivity
Since 2002, the APO has advocated for green productivity, hinged upon a heavily agrarian landscape among its member economies. This was a call to the public sector to steer growth, innovation, and productivity toward a green economy.
In the wake of the 2008 global financial crisis, Green Productivity emerged as a lifeline for economies, offering an opportunity to address the looming climate crisis. By directing efforts towards renewable energy, societies can simultaneously foster job creation and access to cleaner, more affordable energy.
The New Green Deal
The New Green Deal was a proposal for the G20 countries to shift to clean, renewable energy and support the labor force behind green jobs. This meant investing in restructuring the traditional energy-reliant societies and creating new jobs that give way to environmentalists and indigenous and vulnerable communities that stand to protect their homes, consisting of the ecosystems that require high-level environmental protection.
The Paris Agreement and the Sustainable Development Goals
In the field of green innovation and combating the climate crisis, the Paris Agreement and the Sustainable Development Goals (SDGs) took center stage in 2015. The Paris Agreement stands as a legally binding climate change treaty, aiming to cap global temperature increases to just 1.5°C, a marked improvement from the anticipated 2°C rise in the status quo.
As another instrument of the United Nations, the SDGs obligated member states to adopt the 17 SDGs based on the five interconnected pillars: People, Planet, Prosperity, Peace, and Partnership, all to be realized by 2030.
Professor Ofreneo advocates for these instruments despite the prevailing environmental challenges. He implores governments to shift towards greener alternatives and structures.
The Future of Sustainable Development
Harking back to the 1987 World Commission on Environment and Development’s report, “Our Common Future,” the principle of sustainable development resounds: it should fulfill the present needs without jeopardizing future generations’ ability to meet their own needs.
To achieve this vision, there must be alignment in the environmental, political, and economic agendas. This synchrony must serve the immediate necessities while ensuring the world’s continued rotation, promising a secure future. This said synchronization must occur under a regional policy framework, with national accountability, but with an impact that can be observed and felt across Asia, as Professor Ofreneo concludes.
Embracing Social Justice in the Green Transition
Professor Ofreneo’s perspective expands to social justice within the framework of the green transition. He acknowledges the “controversial” and “radical” nature of the Climate Justice movement. Nevertheless, he recognizes its value in advocating for a holistic approach: environmental protection equates to safeguarding the most economically vulnerable communities.
He concludes with a battle cry: for all sectors and communities to unite in the pursuit of a Green Transformation.
In his words, “Green innovation requires green investment.”
The future is uncertain, and governments need to be abreast with the emerging trends that can affect the future of work in the public sector. Equipping the public-sector workforce is necessary for government agencies to manage and adapt through ambiguous situations.
In her talk during the Envisioning the Future Civil Servants; Shaping Public-Sector Productivity session of the Human Capital Development as a Driver in Improving Public-Sector Productivity webinar series, Director Emilyn Severo of the Civil Service Commission (CSC) identified six major trends that will shape the public-sector workforce for the future:
Digital Transformation: This trend involves embracing digital tools and technologies to modernize government operations. It includes using data-driven decision-making and innovative solutions to improve public service delivery. The goal is to make government agencies more efficient, transparent, and responsive to the needs of the public. For example, the CSC is creating an ICT office to oversee IT programs and has implemented digital platforms like a knowledge management portal and a centralized customer feedback system.
Diversity and Inclusion: This trend recognizes the importance of creating diverse and inclusive workplaces within government organizations. It promotes gender and development initiatives, addresses sexual harassment cases, and focuses on gender mainstreaming. By prioritizing diversity and inclusion, government agencies can better adapt to the changing and interconnected world and ensure equal opportunities for all.
Remote Work: The COVID-19 pandemic has accelerated the shift toward remote work. The future of work is expected to be more hybrid, combining office and remote work. Remote work offers several advantages, including the continuity of public service delivery during emergencies, cost savings from reduced office space and commuting expenses, improved work-life balance, and enhanced health and safety protection. With regard to remote work, the CSC has issued policies on flexible work arrangements to support remote work while promoting productivity.
Resilience and Dynamism: Resilience is the ability to recover from adversity, such as crises or shocks. Government employees need to be resilient to overcome challenges in their work (e.g., dealing with demanding customers or meeting tight deadlines). Dynamism involves adapting to change, given the constantly evolving world. To foster resilience and dynamism, the CSC organizes events such as the Public Sector Human Resource (HR) Symposium focusing on these qualities.
Adaptive Leadership. Adaptive leadership is a key competency required for navigating the complexities of a rapidly changing world. Government leaders must respond to crises, address emerging issues, and lead with resilience and innovation. The CSC offers leadership series and webinars on adaptive leadership to equip government leaders with the necessary skills.
Lifelong Learning. In an era of rapid technological advancement, government employees must continually update their skills and knowledge. Lifelong learning is essential to remain effective and responsive to citizens’ needs. The CSC has launched a Learning Management System (LMS) to facilitate continuous learning and offers e-learning courses for government employees. This commitment to lifelong learning ensures that government workers can access training and development resources to stay current and improve their skills.
Collaboration is key
CSC, which serves as the central human resource institution of the Philippine Government, has an important role in preparing the Philippine bureaucracy toward a forward-looking future. While the CSC fulfills its mandate, the institution should not solely implement human capital development programs, as this should also be the mission of every government agency, every government leader, and every government employee in the Philippines. Collaboration is key for the Philippine bureaucracy to prepare its workforce to the fast-changing circumstances.
The identified trends emphasize the need for government agencies and employees to be flexible, responsive, and innovative in a rapidly changing world. By embracing these trends, government organizations can better serve their constituents and adapt to future challenges.
The growing adoption of fast innovation in public services has become increasingly prevalent since the onset of the COVID-19 pandemic in the first half of 2020. This is indicative of a potential shift in the public service model from being reactive to being proactive. The following trends related to the public sector that can help decision-makers craft national strategies and navigate an uncertain future toward achieving global sustainable development goals.
Post-COVID Fiscal Rules: A Central Bank Perspective Source: European Central Bank
This paper provides a simulation analysis for the euro area and individual countries to assess the short- and longer-term budgetary and macroeconomic implications of a move to a two-tier system with an expenditure growth rule as single operational indicator linked to a debt anchor. In particular, providing additional fiscal accommodation in a low inflation environment would enable monetary policy to operate more effectively, especially in the vicinity of the effective lower bound, thereby improving the synchronization of fiscal and monetary policies.
Governments Need Agile Fiscal Policies as Food and Fuel Prices Spike Source: International Monetary Fund
Just as increasing vaccinations offered hope, Russia’s invasion of Ukraine disrupted the global economic recovery. One of the most visible global effects has been the acceleration of energy and food prices, triggering concerns about episodes of food shortages and increasing the risks of malnutrition and social unrest. Economies worldwide have accumulated layer upon layer of legacies from past shocks since the global financial crisis. In response to the pandemic, extraordinary fiscal actions led to a surge in fiscal deficits and public debt in 2020.
South Asia Sees Slower Growth as War in Ukraine Impedes Recovery, Worsens Existing Challenges Source: World Bank
South Asia has faced multiple shocks in the past two years, including the scarring effects of the COVID-19 pandemic. High oil and food prices caused by the war in Ukraine will have a strong negative impact on peoples’ real incomes. Given these challenges, governments need to carefully plan monetary and fiscal policies to counter external shocks and protect the vulnerable while laying the foundation for green, resilient and inclusive growth.
6 Ways Indonesia Can Green Its Infrastructure Pipeline Source: Southeast Asia Development Solutions
With 65% of Asia’s infrastructure projects not considered bankable and with the clock ticking to deliver on their net-zero goals, countries like Indonesia are under pressure to line up green projects that would attract investments from the private sector. A new report from Climate Bonds Initiative, an investor-focused not-for-profit that promotes large-scale investment in the low-carbon economy, said greening Indonesia’s infrastructure pipeline could be accelerated by key policy and institutional changes.
Malaysia launched its Roadmap Towards Zero Single-use Plastics Source: Asian Productivity Organization
The APO recognizes the diverse, unique strengths of its members and offers opportunities for mutual collective benefit through the Individual-country Observational Study Mission (IOSM) Program to tap each other’s strengths to inspire and guide the development of strategies, policies, and action plans for new initiatives and evolving ideas that are critical for development. Malaysia launched its Roadmap Towards Zero Single-use Plastics, 2018–2030, to create a cleaner, healthier environment by 2030. The government is seeking to address plastic pollution through a holistic approach in an environmentally sound manner, taking into account the public interest, readiness of the industry, and sustainability.
Measuring Costs and Benefits of Citizen Science Source: Phys.org
Today, citizen science is on the rise with bigger projects that are more ambitious and better networked than ever before. And while collecting seawater samples and photographing wild birds are two well-known examples of citizen science, this is just the tip of the iceberg. Thanks to new data collection techniques enabled by the internet, smartphones, and social media, citizen science is evolving. Increased connectivity encourages a wide range of observations that can be easily recorded and shared. The reams of crowd-sourced data from members of the public are a boon for researchers working on large-scale and geographically diverse projects. Often it would be too difficult and expensive to obtain this data otherwise.
AI in Education: Lessons for Schools in a New Era Source: GovInsder
The UK government turned to AI to predict students’ grades during the pandemic when students couldn’t complete exams in person. But the algorithm was scrapped after it disproportionately marked down students from disadvantaged backgrounds. Creating strong regulations and ensuring teachers are on-board are two steps that schools can take to ensure classrooms in adopting AI smoothly. Addressing these concerns will help schools realize AI’s potential for personalizing learning. At the recent AI x GOV summit, public sector officials and education experts gathered to discuss the responsible and ethical adoption of AI in schools, and what this technology can bring to the learning environment.
Solar-Powered Radios, Tablets, Wi-Fi Sets to Enable Distance Learning in Remote Schools in Philippines Source: Asian Development Bank
The Asian Development Bank (ADB) turned over to the Philippines’ Department of Education (DepEd) the last batch of tablets, solar-powered transistor radios, and other information technology (IT) equipment as part of its $2.4 million in grant support for distance learning among secondary school students from poor and disadvantaged families in remote areas during and beyond the coronavirus disease (COVID-19) pandemic. The support is financed by technical assistance grants from ADB and the Japan Fund for Prosperous and Resilient Asia and the Pacific under the EdTech Solutions for Last Mile Schools in COVID-19 program.
US-ASEAN Business Council, USAID, ASEAN launch SME Academy 2.0 to support ASEAN Economic Recovery Source: Association of Southeast Asian Nations
Aiming to reach more micro, small and medium enterprises (MSMEs) and help accelerate their businesses recoveries, SME Academy 2.0 introduces many new features including courses available in local languages (Bahasa Indonesia, Thai, and Vietnamese), new attractive visual design features, and top-quality resources including specific modules for COVID-19 recovery. ASEAN SME Academy 2.0 also offers MSMEs self-certification opportunities, provides access to the SME Community and Academy Facilitators and integrates a seamless interface across both desktop and mobile platforms. The COVID-19 recovery tab focusing on contents specific to support MSMEs’ recovery from the pandemic will be launched in Q3 2022. Overall, the primary goal of the Academy is to provide a platform for ASEAN MSMEs to develop their digital skills.
IMO’s Work to Cut GHG Emissions from Ships Source: International Maritime Organization
IMO adopted the first set of international mandatory measures to improve ships’ energy efficiency on 15 July 2011. In the past decade, IMO has taken further action, including further regulatory measures and adopting the Initial IMO GHG strategy. To support their implementation IMO has been executing a comprehensive capacity building and technical assistance program, including a range of global projects. The Initial GHG Strategy includes a series of candidate short-, mid- and long-term measures, building on already-adopted mandatory energy-efficiency requirements for ships.
Police Surveillance and Facial Recognition: Why Data Privacy is Imperative for Communities of Color Source: The Brookings Institution
Governments and private companies have a long history of collecting data from civilians, often justifying the resulting loss of privacy in the name of national security, economic stability, or other societal benefits. But it is important to note that these trade-offs do not affect all individuals equally. Surveillance and data collection have disproportionately affected communities of color under past and current circumstances and political regimes. In this paper, we present the case for stronger federal privacy protections with proscriptive guardrails for the public and private sectors to mitigate the high risks associated with the development and procurement of surveillance technologies.
As the COVID-19 pandemic enters its third year, a lot of things have changed and need to be considered in delivering quality services to the citizens. And as the public sector increasingly becomes more digital, many policies, regulations, frameworks, and infrastructure need to be reviewed. To help broaden your knowledge and give an idea of how international local governments adopt these changes, here is a list of emerging trends in to the public sector.
Quality Health Infrastructure Strategy
Source: African Development Bank Group
The African Development Bank developed a strategy to address Africa’s health infrastructure deficit, as highlighted by the ongoing pandemic. The strategy focuses on three categories and is anchored in national health systems and sets out three cross-cutting themes: improved internet and communications technology, connectivity to strengthen health information systems and support innovation; promoting regional collaboration and harmonizing health policies and regulation; and policy dialogue and technical assistance.
As Africa’s textile and fashion industry is seen to contribute largely to the country’s economic transformation potentially. Experts say that the industry also largely contributes to global warming. To address the industry’s growing developments, the Fashionomics Africa Initiatives presented through a virtual session potential ways and frameworks in reducing the fashion industry’s environmental and climate impacts, such as circular business models, life cycle thinking, eco-innovation, and a proactive mindset on the use of sustainable materials.
Eradicating Poverty in All its Forms is the Greatest Challenge Today and Constitutes an Indispensable Requirement for Sustainable Development
Source: United Nations Economic Commission for Latin America and the Caribbean
The attending countries from Latin America and Caribbean stressed the 2030 Agenda by United Nations is people-centered, universal and transformative, and that eradicating poverty in all its forms and dimensions, including extreme poverty, is the greatest challenge the world faces and constitutes an indispensable requirement for sustainable development, ensuring that no one is left behind, including its goals and targets, which are integrated and indivisible nature and conjoining the three dimensions of sustainable development, economic, social and environmental
Transparency Recommendations for Regulatory Regimes of Digital Platforms
Source: Center for International Governance Innovation
Policy makers in many jurisdictions have concluded that social media companies have too much unchecked power and are failing to protect the public and their users from online harms. They are prepared to move forward with an ambitious reform agenda that includes focusing competition policy specifically on tech companies and addressing online safety issues. In many ways, transparency measures are low-hanging fruit in this new digital regulatory scheme, an area where different countries might agree even if they disagree on more controversial topics such as the mandated removal of harmful but legal material.
The Open Data for Social Impact Framework is a tool that leaders can use to put data to work to solve the challenges most important to them. Recognizing that not all data can be made publicly accessible, we see the tremendous benefits of advancing more open data, whether that takes shape as trusted data collaborations or truly open and public data. We use the phrase ‘social impact’ to mean a positive change towards addressing a societal problem, such as reducing carbon emissions, closing the broadband gap, building skills for jobs, and advancing accessibility and inclusion
The world is changing in dramatic ways and public servants are in a good position to take advantage of these changes. Here is the list of trends related to the public sector that can help decision-makers craft national strategy and navigate an uncertain future towards achieving global sustainable development goals.
Advance Long-Term Health Security Across Africa
Source: African Development Bank Group
To increase the production capacity of vaccines and reduce reliance on imports in the African continent, South Africa announced a partnership with Biovac, together with nine development and finance institutions in Cape Town, to support vaccine manufacturing expansion. This initiative will boost the country’s response to COVID-19 and advance long-term health security throughout the African continent.
Improving the quality of post-harvest processes in Ghana’s rice value chain
Source: United Nations Industrial Development Organization
Rice is an important crop in Ghana, with a steady increase in consumption over recent decades due to population growth, urbanization and changes in consumer habits. As a joint effort of the government of Ghana and Japan, and the United Nations Industrial Development Organization (UNIDO), this project will strengthen competencies along the value chain in order to make use of modern technologies, realize higher value creation, and comply with market requirements.
How VR, Data, and AI are Revolutionizing Higher Education
Source: GovInsider
Technology is transforming the way students are learning in institutes of higher learning across the world. Students majoring in pharmaceutical engineering are faced with learning how to use complex equipment necessary for their field of study through virtual simulation. At the Applied Learning Conference 2022, speakers from Singapore institutions shared how tech such as virtual reality (VR) and games can help students learn better beyond the classroom.
As technology advances to bring us new immersive and imaginary worlds, how we can educate children and prepare teachers must also advance to meet these new opportunities. Today, as the metaverse infrastructure is still under construction, researchers, educators, policymakers, and digital designers have a chance to lead the way.
Organizational change is never easy, but achieving digital maturity can be a difficult journey, even for digital-first companies. A roundtable discussion with 175 senior executives around the globe and more than 1,500 executives from 90 countries helped form a picture of today’s digital transformation.
How design thinking can improve digital public services
Source: GovInsider
As citizens become used to personalized platforms like TikTok, they expect the same from government public services as well. Governments can fulfil citizen needs even during a crisis by designing flexible systems that can quickly respond to new challenges, citizens rely on governments to share reliable and updated information during public crises.
