Category: Citizen-centered Services

Overview

The Province of Laguna Employment and Information System (PLEIS) is an online job-matching platform designed to efficiently connect job seekers and employers. PESO successfully implemented PLEIS, offering a wide array of job vacancies and speeding up the hiring process for employers, which helps alleviate financial restrictions around job searching. The employment portal was also one of the instruments used to aid the constituents during the pandemic job loss and unemployment. PLEIS addressed this by providing an accessible, cost-effective, and paperless job application process, allowing job seekers to explore endless job opportunities from the comfort of their homes. The system’s success stems from its proficiency in matching qualified candidates to job postings while serving as a dependable data source for monitoring labor market trends, which is why it was recognized by the 2021 DICT Digital Governance Awards as 2nd Place in Best in Government Internal Operations (G2I).

Challenge

The primary challenge that the Province of Laguna Employment and Information System (PLEIS) effectively addresses is optimizing the allocation of public resources to enhance the delivery of quality employment services for constituents. Traditional job search methods, like walk-in applications and physical job fairs, exert a substantial demand on the Provincial Government of Laguna’s resources. These conventional approaches incur expenses related to transportation, food, venue rental, and manpower. Furthermore, the COVID-19 pandemic introduced physical limitations and restrictions on large gatherings. Additionally, PESO staff is burdened with managing voluminous documents from applicants across the province, hampering the swift matching with potential employers. Emphasizing the significance of continuous improvement and data-driven decision-making, Provincial Employment Service Officer-in-Charge Mary Jane T. Banasihan-Corcuera underscores the importance of enhancing service delivery.

Solution

The Province of Laguna Employment and Information System (PLEIS) addresses the challenge of efficient delivery of employment services through several innovative features:

Enhanced Online Job Matching: PLEIS offers an advanced online job-matching platform that allows job seekers to post their applications and apply for job vacancies suitable to their career track. This feature provides a vast pool of opportunities accessible from the comfort of their homes, reducing the need for costly and time-consuming walk-in applications.

Paperless Process: By transitioning to a paperless application process, PLEIS optimizes the use of public resources, minimizing the need for physical paperwork and manual processing. This saves time, effort, and costs for both the Employment Service Office and the job seekers.

Virtual Job Fairs and Recruitment Activities: PLEIS hosts virtual job fairs and recruitment activities, providing a safe and convenient environment for job seekers and employers to interact. This innovative approach ensures continuity in job placements, even during pandemic restrictions, without compromising public health.

Data-Driven Labor Market Trends: PLEIS serves as a reliable and efficient source of data in monitoring labor market trends. By analyzing the data on job applications, vacancies, and hiring trends, PLEIS assists policymakers and employers in making informed decisions, optimizing the allocation of public resources.

Messaging Mechanism: The platform incorporates a messaging mechanism, enabling timely and efficient communication between job seekers and employers. This innovative feature enhances the application process and promotes direct interaction, improving the overall efficiency of employment services.

Applicant Statistics Map: A powerful and intuitive tool that provides comprehensive insights into job seekers’ data and geographical distribution. This feature is part of the administrative backend accessible to the Provincial Employment Service Office (PESO) staff and authorized personnel. The dashboard showcases a visual representation of applicant statistics across different municipalities and cities within the Province of Laguna, allowing administrators to assess the distribution of job seekers throughout the region.

Partnerships with Stakeholders: PLEIS fosters partnerships with various stakeholders, including educational institutions and agencies, to offer additional training and upscaling opportunities for job seekers. This innovative collaboration strengthens the workforce and enhances employability, aligning job seekers’ skills with industry demands.

What makes these features innovative is their integration of modern technology and data-driven approaches to optimize public sector productivity in employment services. PLEIS leverages digital platforms to provide cost-effective and accessible job-matching solutions, resulting in large-scale job placements, economic impact, and increased efficiency in the labor market.

Productivity Gains, Outcomes, and Impact

PLEIS has demonstrated significant measurable gains in public sector productivity, positively impacting the Provincial Government of Laguna and its citizens.

One of the key outcomes of PLEIS is the increase in the number of registered job seekers, partner companies, and job postings. PLEIS currently has 24,564 registered job seekers, 138 partner companies, and 386 active job postings. This data reflects the system’s success in efficiently connecting job seekers with potential employers, contributing to enhanced productivity in the labor market.

Furthermore, the successful implementation of 16 Virtual Job Fairs and 7 Virtual Local Recruitment Activities illustrates the system’s adaptability and efficiency in organizing virtual events. This approach not only ensures the safety of citizens during the pandemic but also demonstrates a forward-thinking strategy to improve public sector productivity by incorporating modern technology in service delivery.

The data-driven approach of PLEIS has also proven to be beneficial in monitoring labor market trends, providing valuable insights for policymakers and employers. By analyzing the data on job applications, vacancies, and hiring trends, the Provincial Government of Laguna can make informed decisions on workforce development and resource allocation, further optimizing productivity in the public sector.

For job seekers like Zeline Peria, PLEIS has made the job search process more accessible and convenient, eliminating the need for costly and time-consuming physical applications.

The system’s efficiency allowed her to secure employment within a short period. Additionally, employers like Concentrix Philippines Talent Delivery Leader Alejandro U. Pagulayan praised PLEIS for its large-scale job placements and significant cost savings, reflecting the positive impact on businesses and the economy.

Overall, PLEIS has improved the productivity performance of the Provincial Government of Laguna by efficiently utilizing public resources to provide quality employment services. Through its innovative features, data-driven approach, and partnerships with stakeholders, PLEIS has become a successful model for other local governments. The measurable outcomes, including increased job seeker and partner company registrations, successful virtual events, and data-driven labor market insights, reflect the tangible benefits that PLEIS brings to the citizens of the Province of Laguna.

Lessons Learned and Challenges in Implementing the Intervention

The Province of Laguna Employment and Information System (PLEIS) has undoubtedly achieved significant success in improving employment services and public sector productivity. However, there are valuable lessons learned and potential areas of improvement that can further enhance its impact.

Adaptability: PLEIS demonstrated the importance of being adaptable to changing circumstances, as seen in its successful transition to virtual job fairs during the pandemic. This lesson highlights the need to continuously update and refine the system to meet the evolving needs of job seekers and employers.

Stakeholder Collaboration: The success of PLEIS is attributed to its strong collaboration with stakeholders, including educational institutions and partner companies. The lesson here is that continued partnership and engagement with various stakeholders are crucial for sustained success and innovative enhancements.

The following highlights potential areas of improvement for PLEIS, drawn from the experiences and recommendations shared by various individuals involved in its implementation:

Bug Resolution: The experience shared by PESO IT Support Lexter Jay R. Mecija regarding the challenges faced during the pandemic emphasized the importance of promptly resolving bugs and technical issues. Continuously monitoring and improving the system’s performance will ensure a smooth user experience.

Training and Upscaling: Concentrix Philippines Talent Delivery Leader Alejandro U. Pagulayan suggested the inclusion of training and upscaling features, particularly micro-learning, to address the specific needs of job seekers and help them meet industry demands. This addition would enhance employability and job match potential.

User Experience: PLEIS Focal Person Adrian D. Escoses highlighted the significance of incorporating a new landing page and enhancing the user experience. Improving the platform’s aesthetics and user interface will attract more users and make it easier for them to navigate and utilize its features.

By incorporating these lessons learned and addressing potential areas of improvement, the Province of Laguna can further optimize the efficiency and impact of PLEIS, fostering good governance and positively impacting the citizens by providing quality employment services.

Resources

BMPlus. (2021, July 26). Laguna to launch centralized hotline number for easy access to service and faster government response: Bmplus. BusinessMirror. https://businessmirror.com.ph/2021/07/26/laguna-to-launch-centralized-hotline-number-for-easy-access-to-service-and-faster-government-response/

Manila, R. (2022, October 4). Pagbisita ng Dzxl 558 Radyo Trabaho sa peso Navotas, Tuloy Na Ngayong Araw. RMN Networks. https://rmn.ph/pagbisita-ng-dzxl-558-radyo-trabaho-sa-peso-navotas-tuloy-na-ngayong-araw/

Overview

Through its innovative Smart City platforms, Baguio City leverages data analytics and artificial intelligence to enact good governance. This comprehensive initiative encompasses various aspects, including tourism management, public safety, traffic control, disaster risk reduction, environmental preservation, and citizen welfare. With the state-of-the-art Smart City Command Center at its core, Baguio City officials gain valuable insights from multiple data sources and cutting-edge technology such as AI-enabled cameras and environmental sensors. This streamlined approach ensures swift response times and efficient resource allocation.

Challenges

Before the implementation of the Smart City Project, the City Government of Baguio relied on a decentralized system to address pressing challenges within the city, such as traffic congestion, environmental degradation, and crimes. However, this outdated system posed additional obstacles, including extended resolution times, restricted operational collaboration, and communication issues among various offices and departments. Consequently, the delivery of public services suffered from delays and inefficiencies.

Solutions

In September 2018, Baguio City took a significant step towards enhancing the services provided to residents and tourists by inaugurating the groundbreaking Smart City Command Center. As the first of its kind in the country, this cutting-edge hub offers a comprehensive and unified view of the entire city, accessible to all government agencies, including the City Mayor. The primary aim of this pioneering project is to centralize and streamline all city operations, enabling swift and informed decision-making and responses to various situations. By consolidating critical data and resources in one location, the Smart City Command Center empowers the city authorities to proactively address the community’s needs and ensure efficient service delivery.

Since its inception, the Smart City Command Center has emerged as the central hub for data analysis and decision-making in Baguio, effectively serving as the city’s eyes and ears. With its advanced capabilities, the Command Center can swiftly identify anomalies and promptly alert the relevant authorities for resolution, often within minutes. This includes round-the-clock monitoring of traffic conditions, public well-being, and environmental factors. The traditional process of generating department-specific reports for the City Mayor, coordinating with other government entities for cohesive action, and navigating various obstacles has replaced the Command Center’s ability to gather, process, and analyze data in real-time. Consequently, it can produce comprehensive reports within minutes, leading to timely resolutions and swift responses to emerging challenges.

Baguio City has significantly upgraded its infrastructure, including mainframe computers, AI-enabled CCTVs, environmental monitors, GPS devices for public transport, high-resolution panoramic surveillance cameras, and a team of skilled staff with hardware and software development expertise.

Baguio City Mayor Benjamin Magalong underscored that addressing the safety and security of the city is just one component of the Smart City Project.

The Baguio Smart City key features include:

• Smart Security System: AI-powered surveillance cameras enable real-time monitoring, facial recognition, object detection, and traffic congestion analysis. Immediate deployment of resources and personnel is facilitated once an issue is identified.

• Smart Emergency Response System: Utilizing Baguio In My Pocket (BIMP) and Baguio 911, distress calls can be promptly located and addressed within the city’s geofence area.

• E-Government System and E-Business Infrastructure: The BIMP app enables real-time property tax assessment, settlement, and online business payments to the city hall.

• Smart Tourism: Baguio VISITA (Visitor Information and Travel Assistance) is a dedicated tourist app that provides information on city navigation, rules, and regulations. It proved especially valuable during the easing of lockdown restrictions, ensuring safe and compliant tourism practices.

• Environment Management: Monitoring devices at high-traffic locations regularly update air and water pollution levels.

• Smart Transportation: GPS monitors installed in public transport vehicles enable real-time speed monitoring, allowing instant communication with drivers. This system also assists with lost items, accidents, and other transportation-related issues.
• Smart Healthcare Monitoring System: Collaborating with healthcare providers, the Smart City Command Center creates disease heat maps to respond to outbreaks such as Dengue and COVID-19. The system also helps identify nearby healthcare centers for emergency response.
• External Projects: Besides funding from the Executive branch, the development of Baguio’s Smart City was made possible through project engagements and grants from various international actors. These external projects placed Baguio on the map for environmental innovations and significantly enhanced its resources. Two notable initiatives that contributed to the city’s growth are MINERVA and the Flood Early Warning System projects.

Productivity Gains, Outcomes, Impact

Through the Smart City Command Center, Baguio City has implemented data-driven policies, leading to tangible outcomes and improved governance.

According to Mayor Magalong, they can generate real-time data from the Smart City platform within a few hours and utilize this relevant data in crafting strategic responses to various issues in the city. For instance, analysis of pollution levels and traffic patterns facilitated the decision to replace taxis with mass transport options, addressing air pollution and congestion issues. During the pandemic, the strategic mapping of COVID-19 cases enabled targeted lockdowns and minimized disruptions.

Adam Bert Lacay, Supervisor of the Smart City Command Center, emphasized the impact of the command center in helping City Officials make better decisions for the welfare of Baguio citizens.

The Command Center’s continuous monitoring of CCTVs has expedited responses to traffic violations and lost items. As of 9 June 2023, the Smart City Command Center has catered to 665 CCTV video playback requests and 120 CCTV video extractions. The latter two are most important in achieving lower crime rates and infractions.

As of 9 June 2023, Baguio 911 has been most helpful in Ambulance Assistance, garnering 760 calls, with police assistance at 290 calls, vehicular accident distress calls at 94, a public nuisance at 84 calls, and disturbance and petty infractions at 34 calls.

Lessons Learned And Challenges In Implementing The Intervention

Baguio’s transition to a Smart City model has brought about a modernized governance that can be incomparably reachable to its people. However, their challenges during the implementation are internet speed, consistency issues, resistance to technology adaption among constituents, and coordination difficulties among departments. The deployment of facial recognition and personal data plotting awaits the release of Implementing Rules and Regulations by the National Privacy Commission.

Despite these hurdles, Baguio Smart City remains operational 24/7 through failsafe mechanisms and backup connectivity plans, ensuring the city’s commitment to data-driven good governance.

The Command Center is poised to expand in the next few years, moving to a higher and more strategic location to take advantage of Baguio’s terrain for a 360-degree view, digitally and in reality. Beyond this, the Command Center is pushing to automate other services for future generations– from waste management to crime prevention.

Mayor Magalong emphasizes the crucial role of youth in this endeavor, recognizing them as the actual beneficiaries and innovators who will carry this project forward. While his generation may serve as catalysts, the mayor envisions the youth as the driving force behind the continued success and advancement of the Command Center. To Mayor Magalong, the Command Center is not just a project; it represents a lasting legacy that he hopes will position Baguio City as an advanced, smart city, potentially surpassing international smart city models in terms of technological prowess and progress.

Sources

• Baguio City Mayor’s Office. (ND). Smart City Vision for Baguio City. PDF.
• Baguio City Mayor’s Office. (ND). Smart City Project. PDF.
• Baguio Visita. (n.d.). https://visita.baguio.gov.ph/
• BIMP User Manual. Baguio In My Pocket. (n.d.). https://baguioinmypocket.ph/
• N.A. (ND). Pioneering the Development of a Cutting-Edge Smart City in the Philippines. PDF.
• N.A. (ND). Executive Summary for Smart City Command Center. PDF.

Overview

The City Government of Baguio has taken a significant step toward seamless public service delivery by implementing the Electronic Budgeting, Procurement, Inventory, and Monitoring System (eBPIMS). This innovative system integrates various departments and processes, including planning, budgeting, procurement, inventory management, and project monitoring. By automating government procedures and reducing reliance on paper-based transactions, eBPIMS saves valuable time and resources, enabling the City Government to operate faster and efficiently serve its constituents.

Challenges

Before implementing eBPIMS, the City Government of Baguio faced several challenges in financial transactions, including slow procurement processes, document losses, and clerical errors. Manual processes require end-users to visit multiple offices to monitor transactions, check budget balances, and track purchase requests. Additionally, report generation was time-consuming and prone to spreadsheet data manipulation.

Solution

To overcome these challenges and enhance efficiency, the City Government of Baguio developed the eBPIMS under the supervision of the City Budget Office and the City Management Information Technology Division (MITD). eBPIMS maintains a secure database, tracks document movement, and eliminates bottlenecks in manual processes.

According to Atty. Leticia Clemente, Baguio City Budget Officer, they initially focused on budget systems. Eventually, they expanded the integration to include other departments such as accounting, treasury, and procurement. By leveraging systems development, the City Government aims to optimize the utilization of limited resources.

These are key features of the eBPIMS:

• Automation: It automates transaction processes such as planning, budgeting, and procurement through the system.
• Tracking and Monitoring: It empowers end-users to monitor the status of their budgets, purchase requests, and feedback through the system.
• Improved Service: Enables prompt internal transactions, leading to the more efficient delivery of public e-governance services in Baguio City.
• Report Generation: Facilitates faster report generation by streamlining data consolidation through eBPIMS, supporting top-level management decision-making.

Specifically, the functional and integrated features of eBPIMS include the following:

• Catalog Creation: Standardizes procurable items with detailed specifications, ensuring only listed items can be procured.
• Electronic Preparation of the Project Procurement Monitoring Plan (PPMP): Simplifies the preparation of the yearly PPMP by selecting items from the Catalog and specifying quantities and order times.
• Annual Budget Generation: eBPIMS Consolidates PPMP contents to generate a budget aligned with the city’s needs based on current market prices.
• Purchase Request Creation: Prepares purchase requests based on the PPMP schedule.

• Transaction Monitoring: Facilitates efficient public service delivery by monitoring the transactions promptly.
• Human Resource Information System (HRIS): Shares employee information in a database utilized by eBPIMS to generate the Plantilla and Personnel Services (PS) budget per office.
• Registry of Appropriations, Allotment, and Obligations (RAO): Shares appropriation and actual expense data, validating obligations and providing real-time information regarding the annual budget.
• Electronic Business Permit and Licensing System (eBPLS): Shares a city projects and bidders database, enabling eBPIMS to identify bidders requiring payment for bid documents and associated costs, expediting transactions.

Productivity Gains, Outcomes, Impact

Since its launch in 2020, eBPIMS has processed a substantial number of approved transactions. Shown below is the breakdown per year as of June 2023, based on the data from MITD:

Year	Total number of approved transactions processed in eBPIMS
2020	25,434
2021	23,343
2022	29,330
2023	16,358

eBPIMS has made an impact on its end-users and beneficiaries. Compared to the manual process, faster transactions are done daily because the system is accessible anywhere with internet connection.

Budget Officer II Jenatt Balagot highlighted the convenience and accessibility provided by eBPIMS. They can work anytime and anywhere using desktops, laptops, cell phones, or tablets.

The remote transaction process has considerably shortened the time required for order creation, submission, review, and approval, now taking only minutes.

Budget Officer I Sidney Faye Almazan highlighted this as she noted significant improvements in closing daily obligations, such as processing Assistance to Individuals in Crisis Situations (AICS) transactions, increasing efficiency from 10 transactions per day to as many as one per minute.

Supervising Administrative Officer Leopoldo Oviedo Jr. identifies user-friendliness, improved governance, and accountability as the key benefits of eBPIMS.

For Economist II Angeli Niña Zandra Uson, the remote capabilities of eBPIMS enable end-users to review orders, check budget balances, and monitor bidding projects regardless of time and location.

Lessons Learned and Challenges in Implementing the Intervention

Despite the significant results achieved with eBPIMS, the system encountered challenges, such as dependence on internet connectivity and power supply for processing requests and transactions. Integrating a fully functional feedback mechanism, improving forms integration, and ensuring sufficient data storage and backups are ongoing concerns the MITD addresses.

Sources

Document from the City Government of Baguio. Digital Cities eGOV Awards for LGU.
Refuerzo, A. P. (2021, October 31). City shines in 2021 digital governance awards night. Baguio Midland Courier. Retrieved from https://www.baguiomidlandcourier.com.ph/city-shines-in-2021-digital-governance-awards-night/

Baguio Herald Express. (2021, September 27). Baguio shines in 2021 Digital Governance Awards Program. Baguio Herald Express. Retrieved from https://baguioheraldexpressonline.com/baguio-shines-in-2021-digital-governance-awards-program/

Overview

MyCareersFuture is a job search portal developed by Workforce Singapore, in partnership with the Government Technology Agency, which provides Singapore citizens and permanent residents with a fast and smart job search service. The portal matches jobseekers to relevant jobs based on their skills and competencies and highlights jobs eligible for government support through WSG’s Adapt and Grow Initiative. It provides career-related content through Seek Career Advice, including career insights and guidance to facilitate career planning. MyCareersFuture features the latest job-to-skills matching technology, which recommends adjacent jobs based on the jobseeker’s current skills and filters jobs eligible for government support. It is a comprehensive, technology-driven, and user-centric portal that serves the talent-related needs of job seekers and employers.

Challenge

The main productivity challenge MyCareersFuture addresses is the need to match job seekers with job opportunities curated by the National Jobs Council (NJC) in response to the COVID-19 outbreak in Singapore. The NJC has curated 92,000 new job opportunities, of which about half were significantly funded by the government, and private sector employers offered the other half. These job opportunities and the SGUnited Traineeships opportunities are hosted on MyCareersFuture.sg (MCF), which is an online job portal. The portal serves as a platform for job seekers to access these opportunities and apply for jobs in different industries.

The challenge lies in helping job seekers navigate the various available job opportunities, which may be unfamiliar or not what they are looking for. The government has therefore been ramping up efforts to implement SGUnited Traineeships, SGUnited Mid-Career Pathways, and SGUnited Skills training programs to upskill and prepare workers for economic recovery. In addition, Workforce Singapore (WSG) has been organizing events such as walk-in interviews and Career Workshops and deploying SGUnited Jobs and Skills Info Kiosks to promote and raise awareness of the various schemes under the SGUnited Jobs and Skills Package. The aim is to help job seekers better understand the opportunities available and how they can be accessed, thereby improving their chances of securing employment and contributing to the economy’s productivity.

Solution

Singapore MyCareersFuture (MCF) addresses the challenge of job search and career planning by providing a platform that matches job seekers’ skills with available job opportunities. The platform offers several innovative features that make it stand out:

• Use of machine learning. The skills displayed on MCF are identified using machine learning technology, which allows for a more accurate and personalized job match.
• Skills matching. The job fit scores are based on comparing the user’s skills and the skills required for the job role they are interested in. This gives job seekers a clear understanding of their fit for the job and areas where they need to improve their skills.
• List of jobs with high demand. The platform provides job seekers with a list of “job roles that need more applicants,” which helps job seekers target vacancies in high demand.
• Career guidance. MCF offers career guidance services such as resume writing, which further aids job seekers in their job search and career development process. This feature helps job seekers improve their chances of getting hired by providing expert guidance on presenting their skills and experience.

Productivity Gains, Outcomes, and Impact

Singapore’s MyCareersFuture (MCF) has made significant strides in improving the productivity performance of Singaporeans by providing job seekers with the resources they need to secure their desired jobs. One of the notable initiatives is the SGUnited Jobs and Skills Info Kiosks, which reached over 5,700 individuals across five locations in July 2020. About 62% of visitors were 40 and above, indicating that the initiative is not limited to younger job seekers.

Based on feedback collected, around eight in 10 visitors better understood the SGUnited Jobs and Skills Package after visiting the information kiosk. More than 130 visitors interacted with WSG’s Career Ambassadors over live chat for bite-sized career advisory services. The provision of tailored career advice depending on their job situation has provided invaluable support for job seekers. In addition, less technically-savvy individuals were provided physical collaterals to take home.

Furthermore, MyCareersFuture’s Workipedia website has been an essential resource for job seekers, offering comprehensive guidance on securing the best job based on their requirements and expertise. The website provides tips and tricks to help job applicants choose the best role which suits their expertise, lifestyle, and expected salary, including insights from seasoned career advisors and documented relatable experiences from fresh graduates and long-serving experts.

In terms of measurable productivity gains and outcomes, MyCareersFuture has assisted over 2.7 million job seekers since its launch in 2018. As of March 2021, the website has over 200,000 active job listings from over 25,000 employers. In addition, MyCareersFuture has helped over 77,000 individuals find jobs as of August 2021.

The SGUnited Jobs and Skills Package has also been an effective intervention, with over 90,000 job seekers benefiting from the program as of June 2021. More than 43,000 persons have secured jobs or started on a traineeship. The program has also been successful in upskilling job seekers, with more than 26,000 individuals attending training courses and over 21,000 individuals completing courses as of June 2021.

Lessons Learned and Challenges in Implementing the Intervention

Singapore MyCareersFuture (MCF) has successfully improved the job search experience for Singaporeans. However, there are still areas for improvement. One of the potential areas of improvement is to increase the coverage of available jobs on the platform. While the platform has over 80,000 job listings, not all Singapore companies currently use MCF to advertise their job vacancies. To improve the platform’s coverage, MCF could consider partnering with more companies or incentivizing companies to use the platform.

Another potential area of improvement is to enhance the platform’s user experience. While MCF has made significant efforts to provide users with tailored career advice, the platform could benefit from further improvements to its search function and job recommendation algorithm. Improvements to these areas would enhance the platform’s usability and make it easier for job seekers to find relevant job listings.

In terms of challenges, the COVID-19 pandemic has disrupted the job market and created uncertainty for job seekers. The pandemic has also highlighted the importance of digital skills, which are increasingly necessary in the modern workforce. MCF could consider providing more resources and training programs to help job seekers acquire the digital skills they need to succeed in the job market.

Overall, MCF has successfully improved the job search experience for Singaporeans, but there is still room for improvement. By addressing these potential areas of improvement and responding to challenges posed by the pandemic, MCF can continue to support job seekers in Singapore.

Resources

Ang, J. (2020, August 12). Mom: National Jobs Council curated 92,000 new job opportunities as of end-July. Human Resources Online. Retrieved March 20, 2023, from https://www.humanresourcesonline.net/mom-national-jobs-council-curated-92-000-new-job-opportunities-as-at-end-july

6 hacks to land a great job via mycareersfuture.sg. Government Technology Agency. (2019, September 16). Retrieved March 20, 2023, from https://www.tech.gov.sg/media/technews/hacks-to-land-a-great-job-via-mycareersfuture

Overview

The City Government of Baguio has introduced the Online Public Assistance and Complaints Desk (OPACD), a user-friendly web platform enabling citizens to submit inquiries, complaints, and suggestions. With a focus on meeting the demands and concerns of Baguio constituents and visitors, this system streamlines communication between citizens and the local government. Public Assistance and Complaints Desk (PACD) officers promptly evaluate and respond to submissions through the system or by forwarding them to the relevant department representatives. By automating PACD operations and expanding its reach, more citizens can conveniently engage with the local government.

Challenges

Before the OPACD implementation, citizens of Baguio City had to channel their complaints through the Presidential Complaint Center and the Civil Service Commission’s Contact Center ng Bayan. Since these platforms cater to complaints nationwide, resolution time takes longer since these have to be transferred to various offices and departments. Additionally, social media became ineffective in sending feedback to the local government, often directing messages to inappropriate agencies or unauthorized personnel. Even for simple queries, citizens had to physically visit Baguio City Hall to manually fill out the feedback form, causing inconvenience for the public and the government. Furthermore, tracking and monitoring client satisfaction or complaints proved challenging due to manual tallying processes.

Solution

Developed by the City Management Information and Technology Division (MITD) and introduced in 2018, the OPACD serves as an online communication platform, establishing a Citizen Relationship Management (CRM) system for public relations services. Its primary objective is to enhance public service communication through internet-based web technology, enabling Baguio constituents to connect with frontline City Government services anywhere and anytime. Localizing the feedback system allows citizens to communicate directly and efficiently with the City Government of Baguio.

The OPACD process:

• Citizens submit their queries and concerns through the system.
• PACD officers receive and evaluate the submissions, either responding directly or forwarding them to the respective department representatives or administrative officers.
• Department representatives are given 72 hours to address the forwarded citizen queries or concerns. This complies with the Anti-Red Tape Authority (ARTA) policy requiring government agencies to answer complaints within 72 hours as part of efforts to improve the delivery of public services. If the concerned department fails to respond within 72 hours, the PACD officer will follow up on the transaction status or send a letter addressed to that department.

The OPACD offers functional features, including:

• Tracking and monitoring: Citizens can monitor the status of their concerns, queries, or feedback through the system.
• Real-time notifications: Citizens receive transaction status updates via email or the system.
• Forwarding capabilities: The PACD officer can forward the inquiry to concerned department representatives or administrative officers for resolution.
• Access to message or feedback history: The PACD officer can review the transaction history through the system.
• Option to attach and upload files: Citizens submitting inquiries can upload supporting files and documents through the system. This means the concerned department representatives do not need to review a pile of papers to check the submissions.

Productivity Gains, Outcomes, and Impact

From 2018 to June 2023, the OPACD handled 7,797 transactions, with 7,342 closed transactions. Based on Baguio City PACD data, the OPACD demonstrates a compliance and resolution rate of 100%, with 92.19% of issues resolved within 72 hours.

The OPACD website shows the total number of transactions since 2018.	Responsible Department
Birth Certificate, Marriage License	Registry Office
Vaccination Card/Certificate	City Health Services Office
Payment of Real Property Tax	City Treasury Office
Number Coding	Baguio City Police Office

Notable impacts of the OPACD:

• Improved Communication: The system bridges the gap between citizens and the City Government of Baguio, enabling seamless communication regardless of location or time.
• Automation: OPACD eliminates manual information extraction and preparation of response letters, streamlining processes for PACD officers.
• Enhanced Service: The City Government of Baguio can stay informed and respond promptly to the needs of registered users. The OPACD addresses the challenge of lengthy response time when sending complaints through other platforms, which takes weeks or months for issues to get resolved.
• Report Generation: Easier consolidation of reports supports top management-level decision-making.

Atty. Augustin P. Laban III, head of the City Human Resource Management Office, emphasized the value of receiving feedback directly from the public, allowing the government to gain insights from the customers’ perspective and improve internal processes effectively.

In addition to its regular functions, the OPACD proved to be particularly invaluable during the peak of the pandemic.

Administrative Officer Shara Mae Garlitos and PACD Officer Janine Bengao observed a significant surge in OPACD usage throughout the pandemic. Users, including tourists and locals, relied on the system to obtain information about checkpoints, report COVID-19 cases, and seek assistance regarding lockdown restrictions.

As highlighted by Atty. Laban, the OPACD played a crucial role in supporting and assisting many individuals, both within and outside the boundaries of Baguio City. Its availability and effectiveness during challenging times brought relief and facilitated the smooth dissemination of vital information.

Lessons Learned and Challenges in Implementing the Intervention

Since implementing the OPACD, the City Government of Baguio has integrated various feedback platforms, including SMS messaging, online messaging, email, and telephone. However, despite the success of automating the processes, challenges persist, such as effectively assessing and screening complaints and comments. System glitches also occasionally occur, but the MITD promptly handles these.

PACD reports are regularly forwarded to the City Mayor and all other departments for review every six months to ensure the effectiveness of the feedback channels, promote accountability for raised issues, and facilitate discussions to drive better decision-making.

Atty. Laban highlighted how the OPACD instilled a continuous improvement mindset among Baguio City officials and staff, emphasizing the importance of acting on every concern.

“I can see that they are mindful that every concern must be acted upon. We need the mindset to improve continuously and not to be stagnant. That is the best result of the OPACD.”

Atty. Augustin P. Laban III

Source

Document from the City Government of Baguio. 2018. Digital Cities eGOV Awards for LGU.

Overview

The Cagayan de Oro City Government is changing the game in serving persons with disabilities (PWDs). The Cagayan de Oro City Government has introduced an online PWD identification (ID) card application platform that allows them and their constituents to save time, effort, and other resources. The online platform specifically aims to provide convenience to PWDs. Recognizing that mobility is a primary challenge for PWDs in the city, the CDO City Government introduced the system in 2018 to offer a hassle-free application process.

The online application aims to make the system more convenient and efficient for persons with disabilities, including those who have developmental, cognitive, mental, intellectual, physical, and sensory impairments. Prior to its implementation, Cagayan de Oro City used manual processes which resulted in pending online applications and longer processing time. Through the implementation of the PWD ID online application, the system provided persons with disabilities with easy access to application reducing mobility and face-to-face interactions.

The PWD ID online application system enhanced the overall experience of stakeholders in the application process and helped the City Government achieve more with its resources.

Challenge

The Cagayan de Oro PWD ID Online Application addresses the challenge of the manual and time-consuming process of PWD ID application. Prior to the implementation of the online application system, the City Social Welfare Development Office (CSWDO) in Cagayan de Oro relied on a manual ID application process, which proved to be inefficient and resource-intensive.

The manual process required PWDs to physically appear in person to process their application, causing inconvenience and difficulty for individuals with disabilities. This not only hindered their ability to complete ongoing and pending applications but also discouraged more PWDs from registering and applying for identification and benefits.

Moreover, the slow processing time and outdated system further exacerbated the challenge. PWDs had to endure waiting periods of around a week just to have their IDs processed and released, resulting in significant delays and frustration.

Solutions

The Cagayan de Oro PWD ID Online Application addresses the challenge of manual, delayed, and time-consuming processes by providing innovative solutions that streamline the application process and enhance accessibility for PWDs. Those who need to renew their PWD IDs can also use the online platform. PWDs need to renew their IDs every five years.

The Cagayan de Oro PWD ID Online Application also caters to a wide range of disabilities by accommodating individuals with developmental, cognitive, mental, intellectual, physical, and sensory impairments. The platform is designed to be inclusive and user-friendly, ensuring that PWDs of different abilities can navigate and complete the application process with ease.

The PWD ID online application addresses the challenge of time-consuming ID application in Cagayan de Oro City. The intervention has the following key features worth emulating by other LGUs:

1. Its user-friendly interface makes it easy for PWDs to navigate and complete the application process.

2. The digital document submission allows applicants to upload digital copies of the required documents, such as medical certificates and identification proofs, directly on the platform.
3. The platform ensures the data privacy and security of the applicants’ personal information and documents. Measures are in place to protect against unauthorized access and data breaches. This allows PWDs to securely upload attachments for verification which reduces effort, saves resources and assures the safety of documents.
4. The establishment of district offices enables the CSWDO to reach out to more persons with disabilities since not all of the target beneficiaries have access to reliable Internet access. Thus, they established district officers that can help in reaching out to more of their constituents in the city’s 80 barangays. The establishment of the district offices was also instrumental in assisting more constituents who wanted to apply to the online PWD ID platform.
5. Gone are the days when the CSWDO staff would have to go through all of the manual submissions of PWD ID applications with faster verification of submissions. Since most of the applications are now lodged online, the CSWDO staff can now review the applications from the backend without having to print all of the documents. This also helps in reducing the risk of committing human error.
6. A convenient delivery service allows PWDs to receive their ID at home, especially for beneficiaries with mobility challenges.

Productivity Gains, Outcomes, and Impact

The implementation of the Cagayan de Oro PWD ID Online Application system has resulted in significant productivity gains and positive outcomes for both the government and PWDs. By digitizing the application process, the system has improved CSWDO’s efficiency and made its services more accessible to PWDs.

Since its launch in 2018, 660 PWDs who applied online have been successfully issued with IDs. One of the primary productivity gains of the online application system is the reduction in administrative workload and processing time for government personnel. With the online platform handling the submission and verification of documents, CSWDO staff can devote more time to other important tasks such as assessments and field visits rather than spending much time on tedious paperwork.

Maria Liza Corpuz, CSWDO PWD Affairs Officer, highlighted the importance of implementing the PWD ID online application, saying that mobility is one of the main problems of PWDs. This is on top of the tedious process of preparing the documents that they need to attach to their PWD ID applications. Thus, the CSWDO tapped their Information, Communication, and Technology (ICT) staff to help create an innovative platform that would allow their office to make the process easier and more convenient for their constituents.

Furthermore, the PWD ID Online Application hastens the entire process–from application to release. From around one week, the processing time has been shortened to three days, after which the IDs are promptly made available for pickup or delivery. Cagayan de Oro City, which aims to deliver citizen-centric services, extends delivery options to accommodate the requirements of every individual with disabilities. Ms. Corpuz shared that the CSWDO plans to strengthen its advocacy for inclusivity.

The Cagayan de Oro City Government not only prioritized the innovative features but has also adopted a proactive approach by establishing district offices in each of the 80 barangays. This move has helped bring services closer to the residents, ensuring convenient access for all. The district offices actively engage with the diverse needs and concerns of the citizens, ensuring the delivery of efficient and seamless services. The computer systems in these district offices are synchronized, and there are focal points per office to make the process easier and more efficient.

The CSWD Office of the Cagayan de Oro took the initiative to conceptualize the entire project and strongly advocates for the replication of the online application system by other LGUs. This recommendation stems from the recognition of the project’s ability to streamline government processes, saving valuable time and fostering a seamless administrative system. The success and efficiency achieved through the online application project serve as a compelling example for other local government units to follow suit.

The online application system offers convenience and accessibility to PWDs. By eliminating the need for physical visits to government offices, individuals with disabilities can complete the application process from the comfort of their homes or with the assistance of caregivers. This reduces barriers and improves the overall experience for PWDs, who may face mobility challenges or other difficulties in accessing government services.

Emma Olandria, 58, recently tried the PWD online application and said she finds the process fast and convenient. She shared she received her card only after 3 working days without having to go to the city hall.

Faye Padaligan, a legal assistant at the Bureau of Internal Revenue in Cagayan de Oro, also applied for a PWD ID for her son and received the ID in less than a week. She said she appreciates that the application can be done online, which is helpful for working parents like her.

Lessons Learned and Challenges in Implementing the Intervention

The implementation of the PWD ID Online Application made valuable insights for future enhancements. One crucial lesson learned is the importance of strong access to internet connection, adequate allocation of manpower and resources, and adopting a structured approach to data management. A notable challenge encountered by CSWD was the occurrence of incorrect or incomplete information provided by applicants. To address this issue, establishing district offices per barangay and conducting sensitivity training for individuals with disabilities proved to be an effective approach. However, it is recommended that CSWD expands these sensitivity training initiatives to cater to the diverse categories of disabilities, ensuring a more comprehensive and inclusive approach.

Another lesson learned is the need for continuous scanning and assessment of each PWD sector’s qualification. The CSWDO may need to step up its information drive on who actually qualifies for a PWD ID. About 3,200 applicants have sent in their documents online and 660 were considered qualified–a success rate of 20%. An information drive is also an opportunity to inform other PWDs to apply for their PWD IDs online.

The Cagayan de Oro City Government also needs to address technical issues and internet connectivity to further enhance the system. Establishing a strong technical support system and improving connectivity can serve as alternative solutions for areas with limited internet access, guaranteeing a smooth and uninterrupted PWD ID online application process.

Andref de Veas, IT Officer and Programmer of CSWDO, is also aware of the areas of improvement that their team needs to work on. Mr. de Veas, a PWD himself, knows how the slow internet connection hampers the application of some of their beneficiaries.

He added that there might be a need to acquire a machine that can automate the production of IDs that can further help reduce the turnaround time. Currently, the CSWDO needs to lay out each ID before it can be printed.

Furthermore, the implementation process should include thorough training and capacity-building for government personnel involved in processing PWD ID applications. This would help them become well-versed in the online system, understand the eligibility criteria, and handle any technical issues that may arise.

The PWD ID online application is a big leap for the Cagayan de Oro City Government. While the intervention required investments at the onset, the City Government and its people are certainly reaping the benefits through improved productivity and more accessible social services.

Resources

CDO, R. (2018, October 13). Cagayan de Oro, 2nd Place SA Best in Customer Empowerment Award. Radio Mindanao Network. https://rmn.ph/cagayan-de-oro-2nd-place-sa-best-in-customer-empowerment-award/

Maandig, E. (2018, October 15). CDO wins ICT Award for PWD online enlistment system. Philippine News Agency. https://www.pna.gov.ph/articles/1051140

Overview

The Cagayan de Oro City Government, through the City Housing and Urban Development Department (CHUDD), is spearheading innovative initiatives in providing groundbreaking programs as they roll out the City Housing and Urban Development Department CHUDD Information System (CHUDDIS). CHUDDIS is a comprehensive system designed to assess the qualification of socialized housing applicants and beneficiaries, while also tracking the health vulnerability of household heads, spouses, and dependents.

In addition to adopting a paperless system, CHUDDIS strives to enhance the convenience and efficiency of housing applications, benefiting both applicants and beneficiaries. This innovative system expedites the qualification and background verification of beneficiaries, thereby saving valuable time, resources, and effort. Prior to its implementation, Cagayan de Oro City relied on manual processes and basic databases, leading to a backlog of applications, outdated information, and extended processing durations.

The main challenge faced was ensuring the specific needs of vulnerable populations were identified and addressed in a timely manner. The solution was the implementation of CHUDDIS, which tracks and provides appropriate support and special accommodations to those in need. By doing so, CHUDDIS improves the safety and well-being of beneficiaries, ensuring that socialized housing initiatives cater to the unique requirements of individuals, including persons with disabilities and other vulnerable populations.

Challenge

The manual assessment and qualification process for socialized housing applicants and beneficiaries takes time and has a high risk for human errors. CHUDDIS is an attempt to address this while boosting the department’s productivity.

Prior to the implementation of CHUDDIS, the department faced numerous administrative hurdles and time-consuming procedures in evaluating and determining the eligibility of individuals for socialized housing programs. This manual process often led to delays, errors, and inconsistencies, hindering the overall productivity of the department and impacting the timely delivery of housing services to those in need.

However, with the introduction of CHUDDIS, the department has been able to streamline and automate the application and assessment process. The system gathers and organizes all necessary data and information, allowing for a more efficient and accurate evaluation of applicants’ qualifications. This digital solution minimizes paperwork, reduces redundant tasks, and enhances the overall productivity of the department. Additionally, CHUDDIS provides real-time tracking of the health vulnerability of household heads and their dependents, enabling the department to address the specific needs of vulnerable populations promptly.

By addressing these productivity challenges, CHUDDIS enables the City Housing and Urban Development Department to effectively manage and allocate resources, improve service delivery, and ensure that socialized housing programs reach their intended beneficiaries in a timely manner.

Solution

CHUDDIS addresses the challenge of efficient assessment and qualification of socialized housing applicants and beneficiaries through the following solutions and innovative features:

• Centralized Digital Platform: CHUDDIS provides a centralized digital platform for applicants to submit their information and required documents, eliminating the need for physical paperwork and streamlining the application process.

• Spatial Analysis and Visualization: The Geographic Information System (GIS) technology allows the housing department to spatially analyze and visualize data related to informal settlements and ISFs. By mapping the locations of informal settlements, the department can gain insights into the distribution and density of these settlements, helping prioritize areas for intervention and resource allocation. GIS maps can provide a clear visual representation of the extent and concentration of informal settlements, aiding in decision-making processes. By leveraging GIS technology, the housing department can enhance its understanding of informal settlements, improve decision-making processes, and implement targeted interventions to address the housing needs of ISFs more effectively.

• Advanced Data Analytics: CHUDDIS utilizes advanced data analytics capabilities to assess the eligibility of applicants more accurately and efficiently. This feature minimizes human error and ensures a fair and consistent evaluation process. GIS enables the integration of diverse datasets, such as demographic information, socioeconomic data, infrastructure data, and environmental data. By overlaying this information with the spatial data of informal settlements, the housing department can perform comprehensive analyses. This integrated analysis helps in understanding the social, economic, and environmental factors influencing informal settlements, facilitating informed decision-making and targeted interventions. The department may use GIS to identify the location of informal settler families in the disaster-prone area. By using GIS, the housing department can target disaster preparedness and response efforts in areas where informal settler families are located. The housing department can target affordable housing development to areas where informal settler families are located for “on-site relocation”.
• Health Vulnerability Tracking: CHUDDIS tracks the health vulnerability of household heads, spouses, and dependents. This innovative feature goes beyond the primary purpose of the system, enabling timely identification and support for vulnerable populations.
• User-Friendly Interface: CHUDDIS incorporates a user-friendly interface that simplifies the application and evaluation processes. It provides clear instructions, guides applicants through the required steps, and allows them to track their application status, enhancing transparency and user experience.
• Streamlined Resource Allocation: CHUDDIS helps the department manage and allocate resources more effectively by providing comprehensive reports and data analysis, ensuring resources are directed to those in genuine need.
• Timely Service Delivery: By automating tasks and reducing administrative burden, CHUDDIS enables timely service delivery, ensuring that qualified applicants receive housing assistance promptly.

What sets these features apart as innovative is their incorporation of technology, which streamlines processes, enhances accuracy, promotes transparency, and provides personalized support. CHUDDIS harnesses the power of data analytics and automation to overcome the challenges associated with manual paperwork, human errors, and time-consuming evaluation procedures. Its emphasis on health vulnerability tracking demonstrates a proactive approach in addressing the specific requirements of vulnerable populations. Moreover, the user-friendly interface enhances the overall user experience, simplifying the system navigation for applicants. By combining these elements, CHUDDIS revolutionizes the productivity and efficiency of the City Housing and Urban Development Department, ultimately elevating the delivery of socialized housing programs to the community.

Productivity Gains, Outcomes, and Impact

The implementation of the City Housing and Urban Development Department Information System (CHUDDIS) has resulted in significant measurable productivity gains and positive outcomes for both the department and its intended beneficiaries.

One of the key productivity gains is the reduction in processing time for housing applications. Previously, the manual assessment and qualification process was time-consuming and often faced delays. The initial registration typically required 10 to 30 minutes. Pre-evaluation, which involved processing an estimated 200 applicants, took around 5 days. Once these steps were completed, the post-evaluation process took approximately 3 to 5 minutes to verify document validity. The selection and prioritization of 200 applicants for household profiles would take 1 to 2 weeks, after which they were endorsed for approval within 1 to 2 days. Every household received an approval notification via text thereafter.

However, with the automation and streamlining of processes through CHUDDIS, the department has experienced faster application processing times. The online system allows for registration and document uploading within just 5 to 10 minutes through automatic cross-matching. Pre-evaluation now takes approximately 3 to 5 minutes, with an additional 5 minutes for uploading any supplementary documents. Post-evaluation is also completed within 3 to 5 minutes. Generating prioritized household profiles now requires only 5 minutes or less, and applicants are promptly endorsed for approval. Following these streamlined steps, every household receives an approval notification within 5 minutes or less.

The online system has greatly enhanced the overall productivity of the City Housing and Urban Development Department by enabling staff to handle a larger volume of applications within shorter time frames–from the average of waiting time of at 2 weeks for application processing, it is now reduced to just around 40 minutes.

Kent Ryan C. Silao, representing the City Housing and Development Department (CHUDD), emphasized the importance of CHUDDIS implementation, citing its ability to address the issues surrounding prolonged application processing times and outdated systems. Additionally, it alleviates the burdensome task of preparing the required documentation for housing applications.

“CHUDDIS was created as a tool to support the digitalization of the socio-economic form. So medyo marami siyang data. Its purpose is to provide the necessary data and information to help assess the qualification of the socialized housing project.” he mentioned.

Additionally, CHUDDIS has enhanced the accuracy and consistency of evaluations. By utilizing advanced data analytics capabilities, the City Government is able to make informed decisions. For example, CHUDD can now easily track the availability of land, the cost of land, and the demand for housing in different areas.

CHUDDIS has also been helpful in planning and development. Land acquisition is crucial for initiating housing development projects and potential sites for new housing development. By tracking land acquisition, the housing department can identify suitable parcels of land for development and allocate resources accordingly. It allows them to plan and strategize the expansion of housing infrastructure to meet the growing demands of the population. GIS can support the housing department in identifying suitable locations for housing projects or relocation sites for informal settler families (ISFs). By considering factors such as proximity to job opportunities, transportation networks, social services, and infrastructure availability, GIS can assist in selecting sites that meet the specific needs and preferences of ISFs. This approach enhances the chances of successful housing interventions and improves the integration of ISFs into existing urban development.

The positive impact on intended beneficiaries is evident through improved service delivery. With the faster processing times and accurate evaluations enabled by CHUDDIS, eligible applicants receive timely assistance and access to socialized housing programs. This not only improves their quality of life but also provides them with the necessary support to secure safe and affordable housing. By effectively addressing the needs of the beneficiaries, CHUDDIS contributes to their overall well-being and contributes to poverty reduction efforts.

Furthermore, the tracking of vulnerability in CHUDDIS has helped the City Government in responding to the specific needs of vulnerable populations. This feature enables the department to provide targeted support and special accommodations, such as accessibility features for persons with disabilities or health services for individuals with specific medical conditions. The declaration of vulnerabilities of the intended beneficiaries has also helped CHUDD in providing housing options and tailored support services.

In summary, the productivity gains and outcomes of CHUDDIS include reduced processing time, improved accuracy and consistency, enhanced service delivery, and targeted support for vulnerable populations. These gains not only improve the productivity performance of CHUDD but also positively impact the lives of the intended beneficiaries.

Lessons Learned and Challenges in Implementing the Intervention

The implementation of CHUDDIS has provided valuable lessons and highlighted potential areas for improvement.

One of the key lessons learned is the importance of stakeholder engagement and training. During the implementation process, it became apparent that comprehensive training programs for department staff and beneficiaries are essential to maximize the system’s benefits. Adequate training ensures that users understand how to navigate CHUDDIS effectively and utilize its features to their full potential. Additionally, involving stakeholders early on in the system’s development and seeking their feedback helps to address any concerns and tailor the system to their specific needs.

Another lesson learned is the need for continuous system maintenance and upgrades. As technology evolves, it is crucial to keep CHUDDIS up to date with the latest security measures, software updates, and hardware compatibility. Regular maintenance and upgrades ensure the system’s reliability and usability, minimizing downtime and potential disruptions in service delivery.

The challenges encountered during the implementation of CHUDDIS include the initial transition from manual processes to a digital system. Resistance to change and limited digital literacy among staff and beneficiaries can pose obstacles. Addressing these challenges requires comprehensive change management strategies, including clear communication, training, and ongoing support.

Additionally, data security and privacy are critical considerations. The system must have robust security measures in place to protect sensitive applicant and beneficiary information. This includes implementing encryption protocols, access controls, and regular data backups.

Furthermore, the scalability of CHUDDIS is an important area for improvement. As the number of applicants and beneficiaries increases, the system should be capable of handling a larger volume of data and users without compromising its performance. Regular system performance evaluations and capacity planning are necessary to ensure CHUDDIS can accommodate future growth.

In conclusion, the lessons learned from the implementation of CHUDDIS underscore the importance of stakeholder engagement, training, system maintenance, and addressing challenges such as resistance to change and data security. By continually improving and addressing these areas, the City Housing and Urban Development Department can enhance the effectiveness and efficiency of CHUDDIS, resulting in improved service delivery and better support for housing initiatives.

Resources

Cagayan de Oro City Housing. City Housing CdeO. (n.d.). https://chudd.cagayandeoro.gov.ph/

MGSD. (2023, February 22). Oro Dad Backs Inventory on housing projects. Mindanao Gold Star Daily. https://mindanaogoldstardaily.com/archives/136152

Mindanao Daily. (2018, May 14). https://issuu.com/sudaria_publications/docs/mdn_may_14

Overview

The electronic business permit and licensing service (eBPLS) is an application developed by the Department of Information and Communications Technology (DICT). It is a free system given to local government units (LGUs) to assist in business permit processing.

Launched in December 2020 and fast-tracked by the ongoing pandemic, Mandaue City is the first highly urbanized city in the Philippines to adopt the system.

The eBPLS aims to enhance the efficiency and transparency of business transactions in Mandaue City. It enables end-to-end online processing from application to payment and permit release. The system provided businesses with perpetual access to their information, tax records, and payments while reducing the need for face-to-face interactions.

The eBPLS successfully streamlined the process, making it faster, more convenient, and transparent for business owners in Mandaue City.

Challenge

Mandaue City’s eBPLS was implemented to address the main productivity challenge of manual and time-consuming business permit processing. Prior to the introduction of eBPLS, the city government relied on traditional paper-based systems, resulting in delays, inconvenience, and burdensome business permit process. The manual handling of documents and the need for physical presence for each step – from application to payment and permit release – created significant administrative burdens for both the business owners and the city government. During the January 2021 business permit renewal, processing stood at an average of 18 days.

This outdated process not only consumed valuable time and resources but also hindered the city’s ability to attract investments and promote economic growth. The lengthy processing time and lack of transparency in the system discouraged potential entrepreneurs and hindered existing businesses from expanding their operations.

By adopting the eBPLS, Mandaue City aimed to streamline and automate the business permit process, making it faster, more convenient, and transparent for all stakeholders involved. The system aimed to eliminate paperwork, reduce processing time, and provide online accessibility for business owners, resulting in increased productivity and efficiency in obtaining permits and licenses.

Solutions

The eBPLS addresses the challenge of slow business permit processing in Mandaue City. Through innovative solutions, the system introduces several groundbreaking features that revolutionize the process and improve efficiency. Here are the key features implemented:

• Online application that enables businesses to submit their permit applications online, eliminating the need for physical visits and paperwork, thus saving time and resources.

• Integrated processing of various permits and clearances, such as business permits, barangay clearances, building permits, and certificates of occupancy, streamlining the overall process and reducing duplication of efforts.
• End-to-end automation from application submission to payment and permit issuance. Automating the entire permit processing workflow helps in ensuring efficiency, accuracy, and faster turnaround times.
• Secure and centralized database that allows businesses to store and access their information, tax records, and payment history conveniently, facilitating future renewals and reducing data redundancy.
• Online payment options that enable businesses to settle permit fees electronically, improving convenience, and eliminating the need for manual payment processing.
• Data analytics capabilities provide insights and trends on permit processing, allowing the city government to make data-driven decisions and optimize their services for businesses. According to Atty. Marmie Dyan Deniega of BPLO Mandaue, the selling point of the eBPLS is its online capacity which helped improve their service delivery.

The implementation of the eBPLS by the City Government of Mandaue was supported by the following activities:

• Compliance with National Digitization Initiatives: The Philippine Government, recognizing the importance of digital transformation, spearheaded efforts to promote digitalization across all sectors. The DICT played a crucial role in developing the eBPLS software as part of the government’s commitment to enhance public service delivery through technology.
• Crafting of Local Ordinances and Resolutions: The City Government of Mandaue crafted and passed local ordinances and resolutions that specifically addressed the implementation of the eBPLS, such as Ordinance Number 15-2019-1479 , which codified and streamlined the business permit and licensing system. This ordinance provided the legal framework for the implementation of the eBPLS. These legal measures provided the framework and guidelines necessary for the adoption of the new system, ensuring compliance with local regulations and streamlining the business permit and licensing processes. In an interview, Atty. August Lizer Malate, BPLO head and executive secretary to the City Mayor’s Office, highlighted the importance of improving internal policies in implementing eBPLS.

• Needs Assessment and Planning: The city government conducted a thorough needs assessment to identify the challenges and requirements of the existing business permit and licensing system. This assessment guided the planning phase, enabling the government to determine the necessary features and functionalities of the eBPLS.
• Software Development: The DICT, in line with the provisions of Republic Act No. 10844 or the DICT Act of 2015, developed the eBPLS software. This law mandated the DICT to develop, coordinate, and supervise the country’s ICT systems. This involved the design and coding of the system, incorporating key features such as online application, payment processing, data analytics, and document management. Jerry Adolfo, head assessor and licensing officer at Mandaue City BPLO, shares his thoughts for LGUs planning to use eBPLS.

• Training and Capability Building: The City Government of Mandaue provided comprehensive training to its personnel, including the staff from the Business Permit and Licensing Office (BPLO), on the use and administration of the eBPLS. Training sessions focused on system navigation, data entry, customer support, and troubleshooting. Jaylord B. Bugtai, BPLO computer programmer and IT head shares his experience in Capability Building.

• Piloting and Testing: The eBPLS underwent a pilot phase to evaluate its functionality and identify any areas for improvement. Feedback from users and stakeholders was collected and used to refine the system, ensuring its effectiveness and usability.
• Full-scale Implementation: After successful piloting, the eBPLS was implemented citywide. The City Government of Mandaue communicated the launch of the new system to businesses and provided assistance and support during the transition period.
• Ongoing Maintenance and Support: The DICT continues to provide technical support, regular maintenance, and updates to the eBPLS. This ensures the system’s reliability, security, and adaptability to evolving business needs and regulatory requirements.

By implementing these steps and leveraging the innovative features of the eBPLS, the City Government of Mandaue successfully improved productivity and efficiency in business permit processing, making it more convenient and transparent for businesses in the city.

To ensure the sustainability and consistency of the eBPLS, the City Government of Mandaue has enacted several local ordinances. Ordinance No. 15-2019-1479 codifies and streamlines the business permit and licensing system, while Ordinance No. 15-2020-1508 establishes the Mandaue City Business Permit and Licensing Office (BPLO) as a separate department. Additionally, Ordinance No. 15-2020-1589 sets the guidelines for processing business permits and licenses under the “New Normal” and beyond. These local ordinances provide a solid foundation for the continued implementation and success of the eBPLS.

Productivity Gains, Outcomes, and Impact

The implementation of the eBPLS in Mandaue City has resulted in significant measurable productivity gains and positive outcomes for both the city government and business owners. Through the concerted efforts of local officials, the cooperation of the business sector, and support from the DICT, Mandaue City successfully crafted and passed the necessary local ordinances and resolutions to implement the new system.

The intervention has directly impacted the productivity performance of the City Government of Mandaue. The statistics and data indicate a consistent increase in business tax collections. Despite the challenges faced due to the pandemic, the city recorded a slight increase in business tax collections, amounting to Php 909,203,396.88 as of 31 July 2021, compared to Php 900,479,853.78 in the same period in 2020. Furthermore, tax collections from January to June 2022 reached Php 1,040,806,278.12, showing a 16.98% increase compared to the same period in the previous year. These positive outcomes can be attributed to the implementation of the eBPLS, which has streamlined processes and facilitated the efficient collection of taxes. The number of business permits issued has also steadily increased in the past years.

In addition, Councilor Jennifer Del Mar, chairperson on the Trade and Industry Committee of Mandaue City, mentioned how the eBPLS helped the city economically.

The system has significantly improved the turnaround time for processing business permits. From an average of 18 days during the January 2021 business permit renewal, the processing time was reduced to 3 to 5 days by the end of 2021 and further decreased to 1 to 2 days by 2022. This improvement demonstrates the system’s efficiency in expediting the permit issuance process. Furthermore, a recent client satisfaction survey conducted in 2023 revealed that the majority of the respondents surveyed expressed a strong agreement that they spent an acceptable amount of time in completing their transaction, requirements are correctly explained, transaction steps are simple and convenient, and that customer service support is available.

Liaison Officer Ma. Chona Ursal has been submitting business permit applications through eBPLS since 2021. According to her, she has more clients now and she finds it easy and convenient to process permits through the eBPLS.

The innovative features of the eBPLS, such as its online functionality, data analytics capabilities, and online webinars and training sessions, have played a crucial role in its effectiveness. The City Government of Mandaue has actively engaged with stakeholders, including the Mandaue Chamber of Commerce and Industry and its President, Kelie Ko, to ensure a smooth transition to the digital system. As a result, 99% of the clients now apply online, showcasing the high adoption rate and acceptance of the eBPLS.

The success of the eBPLS has attracted the attention of other LGUs, with several visiting Mandaue City to learn about its best practices and seek guidance on implementing similar programs. The documentation and operational handouts are readily available, enabling LGUs to replicate the innovative implementation of the eBPLS in their own localities.

Lessons Learned and Challenges in Implementing the Intervention

One key lesson learned in the implementation of eBPLS in Mandaue City is the importance of comprehensive planning and stakeholder engagement. The city government had to create enabling laws, and facilities, and provide technical training within a short timeframe, which posed significant challenges. Moving forward, a more structured and phased approach to implementation, with ample time for preparation, could mitigate these challenges and ensure smoother adoption.

Another lesson learned is the need for continuous monitoring and evaluation. While the eBPLS has shown positive outcomes, ongoing assessment is crucial to identify areas for improvement and address emerging issues promptly. Regular feedback from business owners and stakeholders can help identify pain points and streamline processes further.

Enhancing user experience and accessibility should be a priority for future improvements. While the eBPLS has achieved a high adoption rate, ensuring a user-friendly interface, clear instructions, and seamless navigation can further enhance its efficiency and effectiveness. Continuous user training and support, including webinars and instructional materials, will empower users and ensure they can maximize the system’s capabilities.

Data analytics, as a key feature of eBPLS, presents an opportunity for further enhancement. Leveraging data insights can enable proactive decision-making, identify trends, and improve overall service delivery. Expanding the use of data analytics can help identify bottlenecks, optimize processes, and facilitate evidence-based policy-making.

Addressing potential challenges, such as technical issues and connectivity, should also be prioritized. Establishing robust technical support systems and exploring alternative solutions for areas with limited internet access can ensure the smooth operation of the eBPLS.

Resources

Integrated Business Permits and Licensing System. City Government of Mandaue. (n.d.). https://cebu.ebpls.com/mandauecity/

Lena, P. (2022, November 9). Iloilo City to go digital on biz process transactions. Philippine News Agency. https://www.pna.gov.ph/articles/1188143

More LGUs adopt online business permit, licensing application system. SunStar. (2021, September 10). https://www.sunstar.com.ph/article/1906873/cebu/business/more-lgus-adopt-online-business-permit-licensing-application-system

Unite, B. (2023, January 25). Mandaue City credits ARTA for improved business tax collection. Manila Bulletin. https://mb.com.ph/2023/01/25/mandaue-city-credits-arta-for-improved-business-tax-collection/

Overview

The experience of Puerto Princesa City Jail highlights the main challenge of limited access to education and skills training for persons deprived of liberty (PDLs). The lack of resources and infrastructure hindered the PDLs’ ability to acquire knowledge and improve their chances of successful reintegration into society. To address this challenge, the city jail implemented the Technology for Education, Employment, Entrepreneurs, and Economic Development (Tech4ED) Project. By providing a digital learning platform with various educational modules and vocational courses, PDLs are able to learn new skills and acquire certifications, which enhance their employability upon release. The Tech4Ed program empowers PDLs with education and training opportunities that positively impact their lives and increase their chances of rehabilitation.

Challenge

Puerto Princesa City Jail’s Tech4Ed e-Services aims to tackle not only the limited access to education and skills training but also the availability of various services for PDLs. Persons deprived of liberty often face barriers of acquiring knowledge, developing skills, and accessing essential services. The Tech4Ed program aims to overcome these challenges by providing a comprehensive digital platform that offers a range of services to PDLs.

In addition to educational modules and vocational courses, Tech4Ed e-Services also provide access to health information, legal aid resources, livelihood training, and communication facilities for connecting with their families. By leveraging technology, PDLs can access a wide array of resources and support, enabling them to improve their well-being, acquire new skills, and enhance their chances of successful reintegration into society.

By addressing the challenge of limited access to education and a lack of essential services, Tech4Ed e-Services contribute to the holistic development and rehabilitation of PDLs. It empowers them with valuable knowledge, practical skills, and necessary support systems, ultimately increasing their chances of rehabilitation and reducing the likelihood of recidivism. Moreover, by equipping PDLs with the tools they need to succeed, the program aligns with the broader goal of a citizen-centered public sector and creating a more inclusive and resilient society.

Solutions

The Puerto Princesa City Jail Tech4Ed e-Services address the challenge of limited access to education, skills training, and essential services for PDLs in several innovative ways. The program leverages technology to provide a comprehensive digital platform that offers a range of services, empowering PDLs with the necessary tools for personal growth, rehabilitation, and successful reintegration into society.

Here are the key features of this program:

• Digital Platform: The Tech4Ed e-Services utilize the Department of Information and Communication Technology or DICT’s digital platform, which serves as the hub for accessing educational modules, vocational courses, health information, legal aid resources, and livelihood training materials. The platform, aligned with DICT’s mandate and vision for ICT development, provides a shared facility for eGovernment services, ICT-enabled services, and relevant content. It leverages technology to deliver content in a convenient and accessible manner, enabling PDLs to acquire knowledge and skills at their own pace. JO3 Peter M Tumanon highlights the importance of the Tech4ED program in providing education and training for PDLs.

• Learning and Skills Development: One of the key features, E-Learning/Webinars, has opened up a world of knowledge and growth for the PDLs. It offers access to Alternative Learning System (ALS) classes, skills training, and a wide range of downloaded educational clips. This platform enables the PDLs to engage in continuous learning, acquire new skills, and broaden their horizons, all within the confines of the correctional facility. In addition to educational opportunities, the Tech4Ed e-Services have also paved the way for the promotion of livelihood products through the E-Livelihood feature. This innovative component supports the entrepreneurial endeavors of the PDLs by facilitating live selling and promoting their products through dedicated Facebook posts. By harnessing the power of social media and e-commerce, the platform allows PDLs to showcase their talents, skills, and handmade goods to a wider audience. This not only provides them with a source of income but also instills a sense of pride and accomplishment. As Livelihood Program Officer JO1 Kenneth L Fortusa describes, the Tech4ED program helped in the promotion of the products of the PDLs through social media.

• Communication and Connectivity: Through the innovative feature called E-Dalaw, a virtual visitation platform, prisoners can now connect with their families and loved ones via video calls. This technology has bridged the physical gap, bringing a sense of warmth and support to those incarcerated. Manika, a 34-year-old PDL, is thankful for this feature of the program as it allows them to connect to their families. Moreover, E-Worship has become a beacon of hope for the PDLs’ spiritual well-being. Through recorded live sessions or Facebook broadcasts, they can actively participate in religious activities, finding solace and strength in their faith. This feature has not only nurtured their spiritual connection but has also provided a sense of belonging to a larger community. In times of mourning, when the loss of a loved one weighs heavily on the hearts of the prisoners, E-Burol, also known as Cyber Burol, offers a unique opportunity for closure. Through this feature, PDLs can view the remains of their departed family members online, paying their respects and finding solace in the grieving process. This digital platform has provided a compassionate way for PDLs to say their final goodbyes and find support during times of mourning.

• Legal and Judicial Services: E-Hearing has transformed the way court hearings are conducted for prisoners. Through the utilization of video conferencing technology, PDLs can now attend their court hearings remotely, eliminating the need for physical transportation and reducing logistical challenges. This innovative approach not only saves time and resources but also ensures that legal proceedings can proceed without unnecessary delays. In addition to E-Hearing, the Tech4Ed e-Services also provide a crucial resource for legal support through the E-Legal Consultation feature. This feature enables PDLs and their legal counsel to stay updated on the status of their cases and access legal information. Glen, a 49-year-old PDL, shares his experience with e-hearings. It provides dedicated time for discussions, clarifications, and guidance, ensuring that PDLs are well-informed about their rights and legal options. By facilitating access to legal support, the Tech4Ed e-Services empower the PDLs to navigate the legal system effectively and make informed decisions.

• Healthcare and Well-being: The implementation of E-Medicine within the Tech4Ed e-Services has had a profound impact on the overall health and well-being of PDLs. By providing access to medical consultations, the program enables early detection and management of health issues, contributes to preventive care, and supports ongoing treatment for chronic conditions. The convenience and timeliness of telemedicine consultations reduce the need for physical transportation to healthcare facilities and minimize potential risks associated with in-person visits. Moreover, it allows PDLs to receive medical advice and prescriptions, ensuring continuity of care. The E-Community Service program recognizes the importance of maintaining connections and strengthening bonds between PDLs and their families, even during their time of confinement. By organizing gift-giving events, Jail Officers aim to bring joy and support to the families of PDLs, creating a positive impact within the community. These acts of kindness and generosity not only provide tangible assistance but also serve as a symbol of empathy and care, reminding the families that they are not alone in their journey.
• Monitoring and Evaluation Tools: The Tech4Ed e-Services utilize monitoring and evaluation tools such as the TCMS v1.5 (Client/Server App and Web Portal), ODK Tool (Android-based M&E App), and Center Monitoring Database (Online Data Sheet). These tools facilitate the tracking of progress, performance, and impact of the program, allowing for data-driven decision-making and continuous improvement.

The proponents of Puerto Princesa City Jail Tech4Ed e-Services successfully implemented their project by following key steps:

• Conducted a comprehensive needs assessment: The proponents conducted a thorough evaluation of the education, skills training, healthcare, legal aid, and livelihood needs of the PDLs in Puerto Princesa City Jail. This assessment helped identify the specific areas where the Tech4Ed e-Services could make a meaningful impact.
• Established partnerships: The proponents forged partnerships with various stakeholders, such as educational institutions, healthcare providers, legal aid organizations, and industry experts. These partnerships allowed them to access additional resources, expertise, and support necessary for the successful implementation of the Tech4Ed e-Services. This collaborative approach promotes knowledge sharing, resource pooling, and a holistic approach to addressing the challenges faced by PDLs.
• Monitored and evaluated the program: The proponents implemented a monitoring and evaluation system to assess the effectiveness and impact of the Tech4Ed e-Services. They collected feedback from PDLs, tracked their progress, and analyzed the outcomes to make necessary improvements and adjustments to the program.
• Expanded access and sustainability: As the project progressed, the proponents worked on expanding access to the Tech4Ed e-Services, ensuring that more PDLs could benefit from the platform. The program provides livelihood training, equipping PDLs with skills and knowledge related to entrepreneurship and income-generating activities. This feature empowers PDLs to explore economic opportunities and prepares them for a successful transition into the workforce upon release. They also explored strategies for long-term project sustainability, including securing funding, engaging with local authorities, and promoting the program’s value and impact. According to JO1 George Michael B Cagas, paralegal and human rights action officer, their goal is to prepare PDLs for their reintegration into society.

The innovative nature of Tech4Ed e-Services lies in its holistic approach, combining education, health, legal aid, and livelihood training into a single digital platform. By consolidating these services, the program maximizes efficiency and accessibility, making it easier for PDLs to access the resources they need for personal and professional development. The integration of technology also enables scalability and reach, ensuring that a larger number of PDLs can benefit from the program.

Productivity Gains, Outcomes, and Impact

By providing PDLs with access to a digital learning platform, the jail has effectively utilized available resources to enhance educational and skills training opportunities. This has led to increased engagement and constructive use of time by PDLs, fostering a more disciplined and purpose-driven environment within the correctional facility. The provision of education and vocational training has also contributed to the successful rehabilitation and reintegration of PDLs, reducing the likelihood of recidivism and creating safer communities.

Furthermore, the positive impacts of the Tech4Ed e-Services extend beyond the jail’s premises. By equipping PDLs with education and skills, the intervention has enhanced their employability, positively impacting their families and reducing reliance on social support systems. The intervention aligns with the broader goals of public sector productivity, as it promotes the efficient use of public funds to deliver services that improve the quality of life for citizens.

The Tech4Ed e-Services initiative demonstrates innovative and effective use of information and communication technology (ICT) to address the productivity challenge of limited access to education and skills training in the public sector. By leveraging ICT-enabled learning modules and vocational courses, the intervention optimizes resource utilization and enhances service delivery. The digital learning platform also facilitates monitoring and evaluation of the program’s impact, enabling data-driven decision-making and continuous improvement.

According to available data, since 2019, there have been 145 PDL and ALS students who have participated in the Digital Literacy Program. Additionally, there have been a total of 1,970 E-Dalaw sessions conducted from 2019 to the present. The E-Hearing feature has benefited 2,586 PDLs since 2020, ensuring timely and efficient court hearings. Other Tech4Ed features have also made a significant impact, with 1,845 PDL beneficiaries accessing legal consultations, 250 PDL beneficiaries participating in probation interviews, and various cultural, sports, seminar, and webinar activities benefiting a significant number of PDLs and personnel. The online activities related to medical and mental health, cyber burol/libing, interfaith activities, and skills training have reached hundreds of PDLs and personnel, with 670, 50, 1,380, and 1,020 beneficiaries, respectively.

These numbers highlight the reach and effectiveness of the Tech4Ed e-Services in providing comprehensive support to PDLs and promoting their successful rehabilitation and reintegration into society. The utilization of technology has proven instrumental in overcoming barriers and creating opportunities for personal and professional growth within the correctional facility. The data reflects the positive outcomes and the transformative impact of the Tech4Ed initiative, reinforcing its role in equipping PDLs with the necessary skills and knowledge for a brighter future. J/C Insp Darwin I. Motilla shares his insights on how the Tech4Ed Program improves the quality of the life of PDLs:

Lessons Learned/Challenges in Implementing the Intervention

The implementation of Puerto Princesa City Jail’s Tech4Ed e-Services has provided valuable lessons and identified potential areas of improvement. These insights can guide future endeavors and enhance the effectiveness of similar initiatives. One significant lesson learned is the importance of addressing infrastructure challenges. Limited access to computers, internet connectivity, and technological resources posed obstacles to the smooth operation of the Tech4Ed e-Services. To overcome this, it is crucial to invest in and upgrade the correctional facility’s technological capabilities, ensuring sufficient infrastructure to support the initiative. JO1 Arjay H Aguda states the current challenges and future plans of the Tech4Ed Program.

Another lesson is the need for comprehensive training and capacity building. Enhancing digital literacy skills among PDLs and staff, improving center management capabilities, and providing technical proficiency training can significantly improve the efficiency and impact of the Tech4Ed e-Services. Continuous training programs are essential to maximize the benefits of the digital learning platform and other services provided.

Sustainable funding emerged as a critical area of improvement. To sustain and expand the Tech4Ed e-Services, reliable and long-term funding sources must be identified. Exploring partnerships with government agencies, non-governmental organizations, or private entities, and integrating the initiative into broader funding strategies can ensure its continued operation and growth.

Monitoring and evaluation play a vital role in understanding the program’s progress and impact. Establishing a robust monitoring and evaluation framework, including regular assessments of outcomes, the effectiveness of training programs, and feedback from PDLs and staff, can provide valuable insights for making adjustments and improvements.

Resources

Sugay, J. J. (2023, January 13). Tech4Ed Champions sa rehiyon, kinilala. Ugnayan ng DICT at mga stakeholders, higit na palalakasin. Philippine Information Agency. https://pia.gov.ph/news/2023/01/13/tech4ed-champions-sa-rehiyon-kinilala-ugnayan-ng-dict-at-mga-stakeholders-higit-na-palalakasin

Taboada, J. J. (2020, March 16). Jail visits replaced by supervised video conferencing among PDLs. Palawan News. https://palawan-news.com/jail-visits-replaced-by-supervised-video-conferencing-among-inmates/