Category: Citizen-centered Services

Themes

e-Government: The platform exemplifies the effective use of information and communication technologies to enhance public sector operations and improve overall productivity. Join.gov.tw leverages digital tools to streamline citizen engagement and governance processes by enabling online submissions, discussions, and responses.

Citizen-Centered Service: Join.gov.tw focuses on understanding and addressing citizens’ expectations by providing a platform for public input on policy proposals. It emphasizes transparency, accountability, and direct interaction with government processes, aligning with the goals of improving service performance and public sector capacity.

Overview

Join.gov.tw, developed by Taiwan’s National Development Council, marks a significant advancement in participatory governance. The platform enables citizens to propose, discuss, and vote on public policies, fostering direct engagement in governance. Established in response to public dissatisfaction with previous governance failures further exacerbated by the 2014 Sunflower Student Movement, Join.gov.tw addresses the need for more transparent and inclusive decision-making processes. It has successfully engaged nearly five million users, enhancing government responsiveness and accountability. By bridging the gap between citizens and government, Join.gov.tw underscores the value of integrating public input into policy-making and improving overall governance practices.

Challenge

In 2012, failures in Taiwan’s e-governance, such as a poorly designed housing price website and an ineffective economic recovery TV campaign, spurred the creation of g0v, an open-source civic movement advocating for accessible, participatory, and transparent governance. Known as the “provisional government” (linshi zhengfu), g0v arose from widespread dissatisfaction with traditional authorities. This discontent deepened during the 2014 Sunflower Student Movement, which protested the Cross-Strait Service Trade Agreement, exposing issues like limited public involvement and poor inter-agency collaboration. Rigid institutional structures further hindered innovation and reduced government responsiveness, eroding public trust and fueling demands for more open, accountable, and efficient governance.

Solution/s

In response, the Taiwan National Development Council (NDC) established a public policy participation platform to enhance open government practices. Launched in 2015, this platform enables citizens to engage directly with public affairs throughout the policy development and implementation stages. Though petitions on Join are not legally binding, government agencies must provide detailed responses to petitions that receive over 5,000 signatures. Here’s a breakdown of the platform:

Want to Propose: This section invites individuals with Taiwanese nationality or residence permits to submit creative policy suggestions and insights. It aims to foster collaboration and build consensus to enhance governance capacity by pooling public wisdom.

To Second the Motion: In this section, users can support proposals made by others. This process helps form a consensus and expand governance capacity by encouraging collective input from the public.

Public Lecture: This section provides information about upcoming policies from various government ministries and actively seeks public opinion. It invites both support and criticism to gather diverse perspectives on policy plans.

To Supervise: Here, users can access general information on government plan implementations since 2017 and participate in overseeing governance. It encourages public involvement in promoting improved government performance.

Participatory Budgeting: This unit focuses on integrating public proposals into the budgeting process. It allows the public to vote on and participate in budgeting decisions, promoting transparency and citizen involvement in municipal development.

Collaboration Meeting: This section facilitates meetings where government agencies and public participants can collaborate on various initiatives. It aims to improve communication and cooperation between the public and government.

Participate in Audit: This section allows citizens to engage in auditing activities, including reviewing budgets, financial management, and policy implementation. It aims to enhance government accountability and public governance efficiency through active citizen participation.

Each section is designed to encourage public engagement in different aspects of governance, aiming to improve transparency, accountability, and overall government performance.

The platform operates under regulations that include:

• Directions for Implementing Online Participation in Public Policy.
• Directions for Implementing Open Government Liaison Officers in the Executive Yuan and its subordinate agencies.

Productivity Gains, Outcomes, and Impact

As of June 3, 2022, the platform has garnered 13,853 proposals, with 289 receiving official government responses. The platform has engaged nearly five million of Taiwan’s 23 million residents, markedly enhancing government responsiveness and transparency. Its impact is particularly visible in fostering civic engagement and collaboration between civic tech activists and government agencies. A key example is the creation of a visualization website for Taipei City’s municipal budget, a collaborative effort between activists and the Taipei City Government. This initiative has made budget information more accessible and understandable to the public, thereby improving fiscal transparency.

This exemplifies Taiwan’s shift from top-down e-governance to a more participatory, bottom-up approach. This transition has led to successful projects like the digital visualization of the national budget and the campaign finance transparency initiative, which have empowered citizens to engage more actively in governance and influenced policy-making by increasing public input and oversight. The platform demonstrates how digital tools can effectively bridge the gap between citizens and government, resulting in more responsive and transparent governance. Its capacity to facilitate public participation and integrate civic tech innovations has delivered measurable productivity gains and strengthened democratic engagement in Taiwan.

Lessons Learned/Challenges in Implementing the Intervention

Join.gov.tw has provided valuable insights into participatory governance and civic engagement, including the relevance of leveraging digital platforms to enhance government transparency and responsiveness. The platform has successfully engaged a large segment of the population, fostering collaboration between citizens and government agencies on various issues. However, several challenges have emerged. One key challenge is the resistance from government bureaucracy, where senior public servants sometimes struggle to view online feedback as constructive rather than confrontational. This resistance underscores the need for continued training and support to bridge this perception gap. Additionally, Join.gov.tw’s focus on a broad range of issues, including those beyond digital economy topics, has attracted a diverse user base but also led to increased complexity in managing and addressing varied proposals. This diversity, while beneficial, can strain resources and slow down response times. Future improvements could involve streamlining the proposal review process and enhancing user support to manage the broader range of topics effectively. Additionally, increasing efforts to integrate and respond to feedback from both citizens and government participants could further enhance the platform’s impact and efficacy.

References

2023 Taipei City Voluntary Local Review. Institute for Global Environment Strategies. (2023). https://www.iges.or.jp/en/vlr/taipei

Ho, M. (2022, June 17). Exploring Worldwide Democratic Innovations – A Case Study of Taiwan: European Partnership for Democracy 3445 Exploring Worldwide Democratic Innovations – a case study of Taiwan. European Partnership for Democracy. https://epd.eu/news-publications/exploring-worldwide-democratic-innovations-a-case-study-of-taiwan/

Taipei Yearbook 2015. 臺北市資料大平臺. (2016, June). https://data.taipei/dataset/detail?id=4edf771b-bcc5-42c0-bea2-c003e3435d0e

Themes

e-Government: The PhilHealth Virtual Front Desk (PVFD) effectively uses information and communication technologies to improve the productivity and accessibility of public-sector services. By providing an alternative to traditional, paper-based registration processes, the PVFD enhances service quality through continuous improvements and ensures that services are more efficient and effective.

Innovation Leadership: Introduces a digital solution that influences and improves the accomplishment of public tasks, making essential healthcare services more accessible.

Overview

The PVFD centers on creating an alternative touchpoint for membership registration and service access, which was crucial especially during the pandemic. The main challenge was ensuring continuous and efficient service delivery without requiring physical visits to Local Health Insurance Offices (LHIO). The solution was the deployment of PVFD, leveraging ICT to provide a convenient, accessible platform for users to conduct transactions online. This addressed the immediate need for safety and convenience, supporting universal health care goals and enhancing PhilHealth’s responsiveness to evolving public service requirements.

Challenge

The PVFD addresses the challenge of low membership registration rates, exacerbated by limited registration mechanisms during the pandemic. Based on a report from PhilHealth’s Member Management Group as of 31 May 2021, the membership registration rate nationwide is 84%, while Region X is only 82%. Cagayan de Oro City’s registration rate is slightly higher at 85.8%. For CY 2021, PhilHealth’s management has set the membership registration target to 90% of the population across all regions, as provided in its Office Performance Scorecard (OPS). This indicates that for Cagayan de Oro City, PRO X still needs to register an additional 31,563 individuals from June to December 2021 to achieve the annual target.[1] [2]  Despite the government’s commitment to universal health coverage, a significant portion of the population remains unregistered, which hampers their ability to promptly avail of PhilHealth benefits. The traditional registration process is primarily paper-based and requires physical visits to PhilHealth offices. The turnaround time (TAT) ranges from 3 to 5 minutes from the moment clients are attended by frontline staff (excluding queueing time at LHIOs). This requirement poses challenges for some PhilHealth members, particularly those who are handicapped or ill, ultimately resulting in reduced access to essential healthcare services as they struggle to register or update their membership.[3] [4]  The challenge is further compounded by the need to align PhilHealth’s service delivery with the new normal, where digital and remote transactions have become more critical. NCR North BranchManager Mae R. Dizon shares her perspectives on the difficulties encountered during lockdowns, especially in maintaining frontline services for PhilHealth members.Based on a report from PhilHealth’s Member Management Group as of May 31, 2021, the membership registration rate nationwide is 84% while Region X is only 82%. For Cagayan de Oro City, the registration rate is slightly higher at 85.8%. For CY 2021, PhilHealth’s management has set the membership registration target to 90% of the population across all regions as provided in its Office Performance11Scorecard (OPS). This indicates that for Cagayan de Oro City, PRO X still needs to register an additional 31,563 individuals for the period June to December 2021 to achieve the annual target.

The traditional registration process is primarily paper-based and requires physical visits to PhilHealth offices, with a Turnaround Time (TAT) ranging from 3 to 5 minutes from the moment clients are attended by frontline staff (excluding queueing time at LHIOs). This requirement poses challenges for some PhilHealth members, particularly those who are handicapped or ill, ultimately resulting in reduced access to essential healthcare services as they struggle to register or update their membership.

Solution/s

This online platform provides PhilHealth members safe access to its services, enhancing client touchpoints and ensuring efficient transactions anytime, anywhere. Innovative features include a user-friendly interface, digital document submission, and real-time assistance, which streamline the registration process and reduce the need for physical visits. By leveraging ICT, the Virtual Public Assistance Desk ensures compliance with health protocols and addresses the digital divide with support for free public Wi-Fi, significantly improving accessibility. Members of the PhilHealth Head Office ITMD Team and PVFD support providers, Nelson de Vera and Jocelyn Pablo provided their insights into the strong security mechanisms built into their system to provide a secure user experience.

Member-Initiated and Assisted Registration Process: Enables individuals to initiate their PhilHealth membership registration online with assistance from virtual assistants. This is in contrast to the traditional unassisted online systems. Unlike purely automated systems, the VPAD provides real-time help from trained assistants, improving the registration experience and reducing errors.

Centralized Online Platform: Serves as a single gateway for all PhilHealth registration-related activities, consolidating various processes and documents in one place. This reduces the need for multiple physical visits or interactions with different PhilHealth offices. Users can access the platform from anywhere with an internet connection, significantly improving accessibility, especially in rural areas.

Real-Time Document Upload and Verification: Allows users to upload required documents in real-time, which can then be immediately verified by the virtual assistants. Users receive immediate confirmation and guidance if documents need corrections or additional submissions, speeding up the registration process. This eliminates delays associated with mailing or physically submitting documents.

Data Security and Privacy Measures: Enhanced data security protocols are implemented to protect users’ personal information during the registration process. This utilizes encryption and secure data storage practices, addressing concerns over data breaches and unauthorized access that were prevalent with previous email-based systems, which ensure adherence to national and international data protection laws, building trust among users.

Integration with Existing PhilHealth IT Systems: Integrates seamlessly with existing PhilHealth IT systems like the PhilHealth Website and Member Portal. This ensures that data flows smoothly between different PhilHealth services, reducing redundancy and improving efficiency. Iann Acutina, Head of ARTA Compliance Team and PVFD BPO, conveyed how PVFD is aligned with ARTA’s objectives and improves PhilHealth’s internal operations and ease of doing business by utilizing its framework.

User Feedback and Continuous Improvement Mechanism:Incorporates a feedback mechanism that allows users to rate their experience and suggest improvements. This regular feedback helps identify issues and areas for improvement, allowing for continuous enhancements to the platform.

Information, Education and Communication Activities: Strategic marketing ensures that a broader audience is aware of the new service, promoting higher registration rates. These informative campaigns help educate the public on how to use the platform effectively, reducing barriers to adoption.

Productivity Gains, Outcomes, and Impact

Following its initial deployment in November 2021 in PhilHealth Regional Office (PRO) X, the system expanded to all PROs in Mindanao by January 2022. Within the first fourteen months, the PVFD successfully processed 27,246 tickets, with 99.02% related to membership transactions. This figure rose to 29,929 tickets by March 2023. Membership transactions, particularly new member registrations, accounted for 85% of all PVFD tickets, indicating the system’s substantial impact on streamlining these services. Additionally, the PVFD attracted 18,573 users nationwide by April 2023, a 682% increase from April 2022. This surge in user adoption is attributed to extensive marketing and information dissemination campaigns by the Mindanao PROs.

The system’s usability and effectiveness were underscored by user feedback: 80.8% rated the PVFD as “Excellent” for ease of use, and 77.9% rated the Virtual Assistant services as “Excellent.” Despite some areas needing improvement, overall client satisfaction remained high, with 92.3% of respondents expressing satisfaction with their PVFD experience. The platform’s capacity to handle increased traffic during peak periods, such as April and May 2022, due to the Department of Health’s requirements for student medical insurance, demonstrated its robustness and efficiency.

The collaborative efforts among various PhilHealth offices and the consistent monitoring and adjustment of tasks via weekly meetings and a Trello Board contributed to the project’s success. This coordination ensured that the team members stayed focused on their deliverables while managing their primary responsibilities, leading to timely system enhancements and nationwide deployment readiness. The measurable productivity gains from the PVFD project illustrate its efficacy in improving service delivery, enhancing user experience, and supporting PhilHealth’s commitment to innovation and responsive public service. Walter Bacareza, the Area VP for Luzon and NCR and a PVFD Champion believes in cultivating an innovative environment and creating a safe space for creativity among its staff to enable PhilHealth to pave the way for innovative solutions that will benefit its members and contribute to the advancement of healthcare in the country.

Lessons Learned/Challenges in Implementing the Intervention

One major lesson learned for the implementation of PVFD is the importance of citizen participation and collaboration with key stakeholders in developing sustainable innovations. This ensured that the PVFD was relevant and responsive to user needs. However, challenges arose in areas such as IT infrastructure, policy updates, and human resource competitiveness. These challenges underscored the necessity for PhilHealth to continuously review and enhance its systems and policies to keep pace with changing demands. The PVFD’s deployment demonstrated the value of leveraging information and communications technology to provide a safe and convenient alternative for accessing PhilHealth services, especially amid pandemic restrictions. Nonetheless, the need for better integration and interoperability of database systems became evident to avoid redundancy and minimize turnaround times. Additionally, ensuring data privacy and managing potential fraudulent transactions were identified as critical areas requiring robust policies and ongoing vigilance. For sustainability, creating a dedicated Virtual Frontline Unit, investing in more effective web application development software, and continuous training for Virtual Assistants were recommended. By addressing these areas, PhilHealth can enhance the effectiveness and sustainability of the PVFD, ultimately supporting the broader goals of universal health care and streamlined government services. Gregorio C. Rulloda, the Area VP for Mindanao and a PVFD champion, shares the significance of securing management support from the outset to avoid challenges later on and ensure the smooth implementation of initiatives.

Themes

Regulatory Reform: The program aims to improve regulatory quality by detecting and preventing fraud, which can obstruct competition, innovation, and growth in healthcare institutions. Integrity management implemented with data analytics addresses regulatory shortcomings and ensures that regulations efficiently serve important social objectives.

Service Quality: While the primary focus is on regulatory reform, the program indirectly contributes to service quality by enhancing the integrity and reliability of healthcare services. By preventing fraud, it promotes service excellence and continuous incremental improvements in the quality of healthcare services offered by public-sector organizations.

Overview

This case study focuses on combating fraud in healthcare institutions (HCIs) through a localized Integrity Management Program (IMP) using data analytics. The main challenge lies in the increasing fraud cases within HCIs, with the Bicol region receiving a total of 2,305 cases from 2018 to 2022. Although the volume of cases decreased starting in 2020, the percentage of fraud cases per year revealed an upward trend from 21% in 2020 to 68% in 2022. Nationally, the number of fraud cases under investigation rose significantly—by 36% from 2020 to 2021, and 53% from 2021 to 2022. The solution involves implementing a bottom-up IMP, comprising data analytics training and orientation seminars, to empower employees and detect potential fraud activities. Through data analytics, the program transforms evidence into actionable measures, effectively addressing fraud concerns. This initiative not only enhances integrity awareness but also fosters good governance and restores public trust in healthcare financing systems.

Challenge

Fraud within HCIs drains resources, undermines healthcare quality and accessibility, and erodes public trust in the system. The traditional approach to fraud detection relies on random hospital visits and data provided by the head office, which often proves to be inefficient and inadequate. This manual method is not only time-consuming but also reactive, making it difficult to effectively identify and address fraudulent activities. Detecting and preventing fraud is crucial for optimizing resource allocation and ensuring that members’ premium contributions are used efficiently to provide quality healthcare. Legal Researcher Philia Joy N. Gaitana shares the limitations and challenges of this traditional approach to fraud investigation, highlighting the need for improved methods.

Solution

The Localization of IMP Using Data Analytics to Detect and Prevent Fraud in Health Care Institutions addresses the challenge of fraud in HCIs by implementing a multifaceted approach. It recognizes the need for targeted intervention at the regional level, acknowledging that fraud issues can vary between different areas. By focusing on PhilHealth Regional Office V, the program tailors its strategies to address specific challenges within the region, ensuring relevance and effectiveness. Since the project proponent hails from the same area, she can pilot this initiative within her jurisdiction. Second, the program integrates data analytics as a central tool for fraud detection and prevention. Leveraging quantitative and qualitative data it enables proactive identification of potential fraudulent activities, enhancing the efficiency and accuracy of fraud detection processes. Furthermore, the Localization of IMP follows a phased implementation approach, starting with localized IMP and extending to Corruption Risk Management and Internal Audit. This structured progression ensures a comprehensive anti-fraud framework, covering various aspects of fraud prevention within HCIs. Special Investigator and Capstone Project Proponent Ma. Theresa B. Eva shares the relevance of the use of data analytics in fraud detection.

The Localization of IMP offers innovative solutions to combat fraud in healthcare institutions (HCIs) by incorporating several key features

Tailored Approach: The program adopts a bottom-up strategy, focusing on PRO V to address specific regional challenges rather than a one-size-fits-all approach. This customization ensures interventions are relevant and effective, enhancing the program’s impact.

Data Analytics Integration: By leveraging data analytics, the program can proactively detect and prevent fraudulent activities in HCIs. This innovative use of technology allows for the analysis of both quantitative and qualitative data, providing deeper insights into potential fraud risks.

Phased Implementation: The program follows a phased approach, starting with the Localization of IMP and extending to Corruption Risk Management and Internal Audit. This structured progression ensures a comprehensive anti-fraud framework, laying the foundation for sustainable fraud prevention measures.

Sustainability Measures: To ensure long-term effectiveness, the program incorporates sustainability measures such as Corporate Personnel Orders and ongoing updates to adapt to evolving fraud behaviors. These mechanisms enable continuous improvement and adaptation to changing circumstances.

Stakeholder Engagement: The program emphasizes collaboration with stakeholders, including healthcare institutions and external partners, fostering a collective effort to combat fraud. This inclusive approach promotes transparency, accountability, and trust, essential elements in effective fraud prevention strategies.

The program’s solutions combine targeted regional interventions, data analytics integration, and phased implementation to effectively address the challenge of fraud in healthcare institutions. By utilizing innovative strategies and technologies, it aims to enhance transparency, accountability, and integrity within the public sector, ultimately fostering good governance and restoring public trust.

Productivity Gains, Outcomes, and Impact

The Localization of IMP Using Data Analytics to Detect and Prevent Fraud in Health Care Institutions demonstrated significant productivity gains and outcomes, with the Implementation Team identifying 24 HCIs with irregularities in utilization, achieving a 21% fraud detection rate from zero prior to the data analytics training. A focused group discussion highlighted the importance and potential of Power BI in aiding investigation activities despite initial challenges. The Localized IMP Orientation Seminar significantly improved awareness and knowledge of integrity management among participants, with pre-test and post-test scores increasing from 7 to 9 on average. Regional Vice President Alberto C. Mandurriao shares the improvements in fraud detection using data analytics.

One key outcome of the intervention is the significant improvement in the detection of potential fraud behaviors in HCIs. Before the implementation of the program, the PhilHealth Region V office lacked the capacity to detect irregularities in healthcare claims effectively. However, after the Data Analytics Training and implementation of the IMP, the team was able to identify 24 HCIs with irregularities in utilization through data analytics and assessment processes. This improvement indicates a more efficient use of resources in detecting and preventing fraudulent activities, enhancing the productivity performance of the Philippine Health Insurance Corporation (PhilHealth)

Moreover, the intervention positively impacted the knowledge and awareness levels of PRO V employees regarding integrity management. The Localized IMP Orientation Seminar led to significant differences in test scores among participants, indicating an increase in awareness and understanding of the IMP. This improved knowledge can lead to better decision-making processes, increased integrity, and enhanced productivity among employees.

The use of data analytics as a major tool for fraud detection and prevention is an innovative feature of the program. By leveraging quantitative and qualitative data, PhilHealth Region V was able to proactively identify potential fraud behaviors and allocate resources more effectively. Additionally, the localization of the IMP tailored the intervention to the specific needs and challenges of the Bicol region, demonstrating a strategic and targeted approach to addressing fraud in healthcare institutions.

The Localization of IMP Using Data Analytics to Detect and Prevent Fraud in Health Care Institutions achieved measurable productivity gains by improving fraud detection rates, enhancing employee knowledge and awareness, and leveraging innovative tools and strategies. These outcomes positively impact the productivity performance of PhilHealth Region V and contribute to the overall integrity and efficiency of healthcare services in the Bicol region, benefiting both the organization and its stakeholders.

Lessons Learned/Challenges in Implementing the Intervention

The implementation of the localized Integrity Management Program (IMP) using data analytics presented several challenges and areas for improvement. Despite these challenges, the project was deemed a success. However, there are potential areas for enhancement, with the data analytics process being more efficient by exploring additional tools that can streamline data transformation into visual representations and reporting tools. This could have potentially reduced the complexity and time required for generating reports.

Furthermore, budgetary constraints posed significant challenges throughout the project. Securing sufficient funding from the onset would have alleviated many of the challenges encountered during the implementation phase. Adequate funding is crucial for the smooth execution of projects and ensuring the availability of resources necessary for success.

In summary, while the localized IMP using data analytics achieved its objectives, there are valuable lessons learned and opportunities for improvement. Streamlining processes, simplifying documentation, extending training durations, and securing adequate funding are essential considerations for enhancing the effectiveness and sustainability of similar projects in the future.

Overview

The Laguna Medical Center Queuing Management System (QMS) is a technology-driven solution designed to optimize patient services efficiently. The primary challenge it addresses is the inefficient utilization of resources and time in managing patient queues. The QMS optimizes the patient journey, eliminating long wait times, streamlining operations, and enhancing resource allocation. Key features include automated routing, priority handling for special cases, open-source adaptability, and educational health videos. By ensuring patients receive prompt services with minimal hassle, the QMS enhances productivity, resource management, and overall patient satisfaction.

Challenge

The Laguna Medical Center faced lengthy patient wait times and chaotic queues. The manual queuing system often resulted in disruptions and mismanagement of patient flow, necessitating additional administrative personnel to handle the queues.

Moreover, the lack of a structured approach adversely affected the quality of patient care, with some individuals needing timely attention due to queue disruptions or record misplacement. This undermined the medical center’s ability to efficiently serve its patients, manage resources, and maintain high healthcare standards.

Solution

The introduction of the QMS aimed to tackle the challenges by automating and streamlining the queuing process, ensuring prompt services for patients, and optimizing resource allocation, ultimately enhancing productivity and healthcare service quality.

Its key features and innovations include:

Automated Routing: Unlike traditional queuing systems that require patients to obtain a new ticket for each service, the QMS utilizes advanced routing. Once patients receive their initial ticket, they are automatically directed to subsequent services based on their previous ticket number, eliminating the need for constant returns to the ticket booth, reducing wait times, and streamlining the process.

Priority Flagging: The QMS enables operators to prioritize patients based on their specific needs, such as individuals with disabilities. This ensures that vulnerable patients receive more convenient and efficient service, demonstrating a commitment to inclusivity and improved patient care.

Open Source Software: One remarkable aspect of this system is its use of open-source software. This allows for easy replication and modification by other developers and institutions, making it adaptable for similar queuing management needs across various organizations.

Smaller File Size: The QMS boasts smaller files compared to similar systems, facilitating replication in other offices and institutions while reducing hardware and software resource requirements.

Educational Health Videos: The QMS goes beyond mere queue management by incorporating the innovative feature of playing educational health videos while patients wait, providing patients with essential health knowledge and encouraging healthier lifestyles.

Productivity Gains, Outcomes, and Impact

According to Randolf Abadier Jr., Assistant Systems Administrator, the QMS streamlined patient flow by automating routing, reducing the time patients spend in queues from more than an hour to 15 minutes, and enhancing service efficiency. The system seamlessly assigns patient ticket numbers and routes them to the appropriate departments, preventing long waits and disruptions.

Crystal Jade Gache, a Social Worker, highlighted that the QMS effectively controls the number of people entering the office, ensuring manageable client interviews for better time management. Patients no longer endure long, chaotic lines but can sit comfortably, knowing the system will notify them when it’s their turn.

Dr. Judy Rondilla, Chief of Hospital, emphasized that although patients initially experienced confusion, they quickly adapted, improving overall satisfaction. Furthermore, the priority flagging feature assists vulnerable patients, offering a more convenient and respectful service.

The QMS also provides real-time data insights into patient volumes and queue lengths, which is invaluable for resource allocation and staff management. It allows the hospital to optimize operations according to demand, significantly improving productivity.

Jonel Osio, Supervising Administrative Officer, noted that the QMS has made processing faster and more convenient, ensuring efficient staff resource utilization and reducing administrative bottlenecks, leading to a more productive work environment.

Dr. Rondilla shared that the success of the QMS has inspired plans for expansion to other departments and even other hospitals, fostering a culture of continuous improvement and knowledge sharing.

While exact statistics are not provided, the qualitative feedback from key informants strongly suggests that the QMS has led to productivity gains, including time savings, improved resource utilization, and enhanced patient satisfaction. These outcomes collectively demonstrate how the intervention has positively impacted the Laguna Medical Center’s operations and patients, aligning with the core goals of public-sector productivity.

Lessons Learned and Challenges in Implementing the Intervention

Key lessons learned from the implementation of the Laguna Medical Center’s QMS include the importance of comprehensive user training to ensure a smooth transition and efficient utilization of the system. Users’ feedback, such as the request for an “undo” feature, highlights the need for continuous improvement in the user experience, making the system more user-friendly and reducing errors.

Improvements in the display functionality have been suggested, such as seeing all tickets on the dashboard, enhancing visibility, and assisting staff in resource allocation and patient prioritization.

Due to the sensitive nature of patient data, ensuring robust data security measures is crucial. Continuous assessment and enhancement of data security protocols are necessary to safeguard patient information.

As the QMS expands to other departments and facilities, scalability and adaptability to different contexts and needs are vital, as each department or facility may have unique requirements that must be addressed during implementation.

Patient feedback and the initial confusion during the transition period highlight the importance of patient education, emphasizing the need for clear and accessible information for patients on how to use the QMS to improve their experience and reduce misunderstandings. Implementing a structured feedback mechanism can help gather insights from users and patients, enabling continuous improvement in the system’s functionality and overall effectiveness.

In conclusion, the lessons learned and potential areas of improvement for the Laguna Medical Center QMS revolve around user training, user-friendly features, display functionality, data security, scalability, patient education, and feedback mechanisms. Addressing these aspects can contribute to the system’s ongoing success and positively impact operational efficiency and patient satisfaction.

Resources

6 winning lgus in Digital Governance Awards 2019 get China trip. Philippine Information Agency. (2019, November 29). https://www.pna.gov.ph/articles/1087200

Overview

Faced with manual operations, time-consuming processes, and limited data accessibility, the Laguna Medical Center sought a solution. The Integrated Hospital Operations and Management Information System (iHOMIS) is a computer-based system developed by the Philippine Department of Health to streamline patient management, enhance service delivery and reduce processing time, which complies with healthcare standards. This innovation enables the Provincial Government of Laguna to optimize the use of public resources and improve healthcare services for its constituents. Transitioning from manual to digital operations was achieved through comprehensive training, addressing employee resistance, effective communication, and hardware upgrades.

Challenge

The main challenge the iHOMIS addresses is the inefficiency and complexity of manual healthcare management processes in the public healthcare system. Before iHOMIS, hospitals, including the Laguna Medical Center, faced hurdles like slow patient data retrieval, cumbersome record keeping, and lengthy transaction processing times. These challenges resulted in prolonged patient waiting times, increased staff workload, and potential data management errors. iHOMIS aimed to transform these operations by digitizing and automating various functions, including patient admission, billing, claims processing, and report generation. By streamlining these processes and providing quick access to patient data, iHOMIS aims to enhance the efficiency of healthcare services, reduce administrative burdens, and optimize the allocation of public resources while ultimately delivering higher-quality patient care.

Solution

The iHOMIS provides a comprehensive and integrated digital platform for hospital management. This innovation offers a range of solutions to improve hospital management. Firstly, iHOMIS enables faster retrieval and quick access to patient data, reducing patient waiting times and streamlining processes for hospital staff. This is achieved by digitizing patient records and allowing easy access to their medical history. The system’s innovative features include:

Comprehensive Patient Management: iHOMIS integrates various modules, including admission, billing, patient records, and claims processing. This integration minimizes duplicated efforts among departments, ensuring accurate and up-to-date patient information is available across the hospital.

Real-time Reporting: iHOMIS generates various reports on collections, revenues, expenses, and statistics in real-time. This eliminates the previous two to three days delay for generating reports, enabling quicker decision-making by hospital administrators. Dr. Rene P. Bagamasbad, Provincial Health Officer II, emphasized the transparent operations and financial accountability that iHOMIS introduced, providing accurate insights into expenses, dispensing of medications, and other hospital processes.

PhilHealth Integration: iHOMIS seamlessly integrates with PhilHealth, enabling online verification of patient eligibility and claims processing. This eliminates the need for manual submission of documents and reduces processing time and costs. Menandro C. Pailan, Section Head for Claims and Benefits Section, stated that the system has significantly expedited claims processing, reducing reimbursement time from months to a month. This improved patient satisfaction and accelerated revenue cycles for the hospital.

Process Automation: The system automates claims monitoring, reducing administrative workload and minimizing errors in claims processing.

What makes these features innovative is the holistic approach that combines patient care, administrative efficiency, and regulatory compliance in a single system. The real-time reporting and integration with external agencies like PhilHealth enhance transparency and accountability.

Productivity Gains, Outcomes, and Impact

Implementing the iHOMIS has resulted in substantial, measurable productivity gains and positive results for the hospital and its patients. One of the key improvements is the faster retrieval and quick access to patient data. Previously, retrieving patient records manually took several minutes and sometimes even longer if records were misplaced. With iHOMIS, the process has been reduced to mere seconds, enhancing the efficiency of patient care. This improved speed not only saves time but also accommodates a higher volume of patients seeking medical records, doubling the capacity of the hospital to provide this service.

Another significant achievement is reducing processing time for various hospital transactions, such as patient admission, billing, and Philhealth claims. In the past, these processes could take up to 15 minutes for billing alone, but now, with the system’s automation and integration, it takes only 3-5 minutes to complete the entire process, including interviews with patients or their relatives. This has streamlined operations and minimized inconvenience for patients and their families.

Moreover, the system’s ability to generate hospital reports promptly, such as collections, revenues, expenses, and statistical data, showcases the depth of its gains. Reports that used to take days to compile are now generated automatically, improving decision-making and financial management within the hospital. Elenor O. Perejas, System Administrator, highlighted iHOMIS’s contribution on automation and efficiency.

The system’s ability to quickly retrieve patient records, expedite hospital transactions, generate reports, and facilitate Philhealth claims has elevated the hospital’s efficiency, reduced waiting times, and enhanced overall patient satisfaction.

Lessons Learned/Challenges in Implementing the Intervention

The introduction of iHOMIS has imparted valuable insights to the hospital administration and stakeholders. A noteworthy lesson is the necessity of effective communication and collaboration among staff and departments while adopting new technology. The initial resistance from employees unfamiliar with tech-based systems highlights the importance of thorough training and gradual integration to ensure a smooth transition. Moreover, building strong relationships between IT personnel and staff played a pivotal role in overcoming challenges and fostering adaptability.

The system’s successful deployment at LMC also serves as a model for other healthcare institutions looking to modernize their operations. However, the expansion of iHOMIS presents some areas for improvement. The need for increased hardware and better internet connectivity was highlighted, essential for handling cloud-based services and ensuring seamless data access. Extending iHOMIS’s features could enhance operational efficiency and patient experience. The lessons from LMC’s experience underscore the significance of stakeholder engagement, gradual implementation, and addressing infrastructure limitations for a successful digital transformation in the healthcare sector.

Resources

Aquino, R. (2022, March 4). Janairo receives award from Laguna Medical Center. The Manila Times. https://www.manilatimes.net/2022/03/05/news/regions/janairo-receives-award-from-laguna-medical-center/1835179

Ismael, J. J. (2021, May 22). 113th malasakit center opens in San Pablo City. The Manila Times. https://www.manilatimes.net/2021/05/23/news/regions/113th-malasakit-center-opens-in-san-pablo-city/1800287

Overview

The Laguna Iskolar Information System (IIS) is an innovative platform that efficiently manages the scholarship program in the province. By automating the application and verification processes, IIS significantly reduces time, resources, and paperwork, allowing the government to provide scholarships to deserving students promptly. Historically, the main challenge was the restriction on physical interaction during the pandemic and budget allocation. The IIS addresses this by offering real-time verification, digital document storage, and a secure data privacy framework. With its successful implementation, the Provincial Government of Laguna was recognized first place in the 2020 DICT Digital Governance Awards-Provincial Level Category as the Best in e-Governance Customer Empowerment (G2C).

Challenge

The main productivity challenge addressed by the Laguna Iskolar Information System (IIS) is the inefficient and resource-intensive nature of the traditional manual processes for managing the scholarship program. Before the implementation of IIS, the submission and verification of requirements were conducted through physical interactions, leading to delays and increased administrative burden. This manual approach hindered the government’s ability to efficiently utilize public resources, such as time, manpower, and budget allocation. With the introduction of IIS, the entire scholarship process became automated, enabling real-time verification, streamlined application procedures, and digital document storage. As mentioned by Laguna MISO Systems Analyst Derel M. Tuazon, IIS addresses the challenge of restricted physical interactions during the pandemic, saving resources that were previously spent on travel, food, and team logistics.

Solution

The IIS effectively addresses the challenge of inefficiency and resource-intensive manual processes in managing the scholarship program. Its innovative features simplify the scholarship process, optimizing public sector productivity and enhancing service delivery.

Online Application Platform: The IIS allows scholars to register and submit their requirements digitally, eliminating the need for physical interactions. This feature saves time, reduces paperwork, and provides a convenient and accessible application process.

Real-Time Verification: IIS offers real-time verification of documents, providing immediate feedback to applicants through email or text messages. This swift verification process expedites the evaluation of scholar applications, reducing waiting times for applicants and improving efficiency.

Secure Data Privacy Framework: IIS ensures the confidentiality and security of scholars’ personal information and documents. The use of a robust data privacy framework instills trust among applicants and complies with data protection regulations.

Paperless Transactions: IIS minimizes the need for physical document storage, reducing the use of paper and physical storage space.

Dashboard: IIS includes a dashboard that displays relevant information about scholars, their backgrounds, and courses. This centralized repository enhances decision-making and program management for administrators, providing quick access to vital data. As noted by Laguna Provincial Government Assistant Department Head Carina F. Macalos, IIS provides a comprehensive view of the scholar’s details. The system allows the government to make informed choices and allocate resources effectively.

Open-Source Libraries: The use of open-source libraries in IIS makes the system cost-effective and adaptable to future advancements. It promotes collaborative development and ensures sustainability in the long run.

The Laguna Iskolar Information System’s innovative features provide efficient and secure digital solutions to the public sector’s productivity challenge. By automating processes, offering real-time verification, and ensuring data privacy, IIS optimizes the use of public resources, reduces administrative burden, and fosters good governance in delivering a quality scholarship program to the youth of Laguna.

Productivity Gains, Outcomes, and Impact

Through the implementation of the Laguna Iskolar Information System (IIS), the Provincial Government of Laguna has achieved remarkable gains in organizational productivity. Below are the notable measurable productivity gains and positive outcomes realized by IIS.

Faster Application Process: IIS’s online application platform and real-time document verification have significantly expedited the application process. IIS reduced the application and verification time from 7-14 days to real-time, allowing swift processing of scholar applications.

Increased Accessibility: With the streamlined and efficient online application process, IIS has become more accessible to the youth population in Laguna. To date, a total of 2,169 out of 2,338, or 92.90% new scholars have been registered in the system since its implementation.

Improved User Experience: Former Scholar Jannie Rosella J. Pereira reported a positive experience with IIS, emphasizing clear instructions from the office, quick responses to concerns, and the user-friendly nature of the system. This improved user experience enhances satisfaction and trust among scholars in the scholarship program.

Resource Optimization: The automation of processes through IIS has significantly reduced the need for physical interactions, manpower, and budget allocation.

Lessons Learned and Challenges in Implementing the Intervention

The implementation of the IIS has provided valuable insights and lessons for the Provincial Government of Laguna. One major lesson learned is the importance of building strong relationships with users to foster better system adoption. The success of IIS largely depended on the willingness of users to embrace change and adapt to the new system. To overcome this challenge, IIS deployed personnel to assist users during the transition period, allowing them to appreciate the system’s benefits gradually.

Another lesson learned from the IIS implementation is the need for active user involvement during the development process. Gathering requirements and involving users from different offices early on can lead to a more customized and user-friendly system. This approach can ensure that the system is tailored to the specific needs and preferences of the users, thus promoting better acceptance and usage.

The potential areas of improvement for IIS include continuous enhancements based on user feedback. IIS has established feedback mechanisms, such as request forms and verbal communication, to collect insights for further improvements. Addressing feedback promptly can lead to a more efficient and effective system that aligns better with user requirements.

Moreover, IIS can explore the use of emerging technologies to enhance its features and functionalities. Leveraging AI and machine learning can help in automating certain processes, such as profiling applicants for suitable employment opportunities, as suggested in the interview notes.

Overall, IIS has demonstrated its potential to optimize public sector productivity in Laguna. Through its innovative features, IIS has improved the scholarship application process, making it faster, more accessible, and environmentally friendly. The positive impact on scholars’ experience and the efficient utilization of public resources demonstrate IIS’s effectiveness in achieving the government’s productivity goals while providing more opportunities to the youth of Laguna.

Resources

Ebron, J. (2023, July 20). UPOU, PESO Laguna and Concentrix Philippines explore Barangay Transformation and digitalization of employment servicing. University of the Philippines Open University. https://www.upou.edu.ph/news/upou-peso-laguna-and-concentrix-philippines-explore-barangay-transformation-and-digitalization-of-employment-servicing/

Makinano, R. D. (2018, September 18). An assessment on the functionality of the Iskolar ng Laguna Program Committee: Towards an enhanced client-oriented service performance package. Ascendens Asia Journal of Multidisciplinary Research Conference Proceedings. https://ojs.aaresearchindex.com/index.php/aajmrcp/article/view/598