Category: Citizen-centered Services

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/

Overview

The National Wages and Productivity Commission (NWPC) is using advanced technologies to educate more workers and businesses regarding the incentives, labor standards, and work practices which affect productivity and wages. The use of online platforms and new technologies is helping NWPC reach more of their stakeholders.

The digitization of learning sessions has helped in disseminating information on labor, wages, and productivity. From having face-to-face learning sessions before the pandemic, NWPC managed to adapt to modern processes by conducting online training sessions for a more productive and efficient mode of learning. Digital learning sessions were more accessible and productive through this innovative practice.

Challenge

The NWPC used to have difficulty in ensuring the sustainability of conducting online sessions and adjusting to new technologies. Intermittent internet connection, lack of technical assistance, and outdated technology significantly impacted learning. The lack of access to tools and technology made it difficult for users to attain a more effortless learning operation. The clients experienced long queues and tedious form processing, which resulted in a limited number of participants. Resource inefficiency was one of the main problems in sustaining a practical learning session.

Solution

To solve the challenge of effectively and efficiently delivering sessions, NWPC modernized their learning systems while sustaining their advocacy to help workers. Social platforms and redesigned modules allowed the department to create a smooth process and accessible learning platforms.

Transitioning to online delivery of sessions helped NWPC do more with less. Resource efficiency was attained through better connection and allocation of funds. The registration and evaluation process became more accessible and the office gained broader engagement. The use of online platforms like Zoom significantly improved, gaining wider client reach and enhancing advocacy activities.

Productivity Gains, Outcomes, and Impact

This productivity good practice of NWPC has resulted in positive outcomes and productive measures. The transition from face-to-face to online modality made this practice accessible to a wider client reach and ensured safer learning conduct. This practice significantly resulted in improved learning sessions, more efficient resources and developed modified learning materials. As a way forward, NWPC helped to enhance the client experience and expanded advocacy activities.

The webinar modules were redesigned to fit the practices and facilitate the transition to the new normal. The transition to online learning resulted in more organizational opportunities like an increased number of clients and satisfaction. The access and collection of data improved due to the revamped registration and evaluation forms which made the client feedback more successful. Through the innovation of the learning process, the advocacies gained more promotions and exposure in different digital platforms. Through the digital transition, the department aims to implement an online interbank payment system and to shift to a blended format to make transactions easier.

Lessons Learned and Challenges in Implementing the Intervention

While digital learning sessions significantly improved the department’s productivity, NWPC also faced challenges during the implementation of the new system. Some of these challenges include intermittent internet connection, Zoom fatigue, and competing webinars. To address these challenges, the department worked to fix its internet connection by providing communication allowances and assigning technical staff. To enhance participant engagement, the department also aims to upgrade Zoom subscriptions while promoting its advocacy.

Another challenge encountered was the adjustment of staff to implement the digital system. The challenge included allocating more training and technical assistance to support staff. Moving forward in sustaining and improving the system, the department looks forward to allocating a budget for communication, enhancing customer experience, expanding advocacy activities, and prioritizing program and digital transformation.

Resources

Design Sprint Worksheet- NPWC (2022). [Online].
DOLE website (N.D). https://nwpc.dole.gov.ph/press_room/nwpc-learning-sessions-in-the-next-normal/

Photos and Other Attachments

Overview

The local government unit (LGU) of Loon, Bohol developed the Enhance Loon Business-One-Stop-Shop Initiative (ELBI) for convenient and secure online business permit registration. This electronic registration system is quick, interactive, self-validating, and cost-effective. It is available 24/7, and all data transmission is encrypted and secured. Users only need a computer with an internet connection and an email account to use it. The ELBI has been available online since January 2016, and enrollment and use are free of charge. ELBI won several awards for its innovative use of ICT to improve business opportunities and service delivery in the local government. The enhanced version of ELBI – ELBI 2.0, was launched in August 2017 and was connected to Land Bank’s Link for further improvements.

Challenge

The main productivity challenge that the ELBI addresses is the lengthy and tedious process of applying for and renewing business permits. This process can take hours, days, or even weeks, causing business owners significant productivity loss. With the ELBI system, the Loon LGU developed an electronic registration system that streamlines the process of obtaining business permits. This system allows business owners to complete the entire process online, eliminating the need to wait in long lines or spend hours filling out forms. The ELBI system is quick, interactive, and self-validating, minimizing errors and providing immediate feedback to users. It is available 24/7 and is free of charge, making it accessible to all business owners. By addressing the productivity challenge of obtaining business permits, ELBI is also helping boost the region’s entrepreneurship and economic growth.

Solution

The ELBI addresses the challenge of cumbersome and time-consuming business registration and permit renewal processes in Loon by providing a web-based system that simplifies the process and makes it more convenient for entrepreneurs. The system is quick, easy to use, secure, interactive, self-validating, and cost-effective, resulting in significant productivity gains for both the Municipal Government of Loon and the business owners.

One of the innovative features of ELBI is its 24/7 accessibility, which enables applicants to apply for business permits and renewals at any time, even during holidays. This feature is particularly useful for entrepreneurs who operate outside regular business hours or on weekends. The system’s ability to immediately validate all information the applicant provides before final submission is also an innovative feature, ensuring data accuracy and minimizing errors that could delay the application process.

Another innovative feature of ELBI is its integration with Land Bank’s Link, allowing for a more streamlined payment process. This integration reduces the need for applicants to visit multiple offices to complete the application process and allows them to complete everything online.

Productivity Gains, Outcomes, and Impact

The ELBI provided significant measurable productivity gains and outcomes for the Municipal Government of Loon and its intended beneficiaries. According to reports, the ELBI system significantly reduced the processing time for business permits from days or weeks to just a few hours. In fact, the average processing time for applications using ELBI is only around 15 minutes. This has saved time and effort for entrepreneurs and business owners, allowing them to focus on growing their businesses and increasing productivity.

Moreover, the ELBI system has also improved data accuracy and reduced registration process errors. By validating all the information provided by the applicants before submission, the system has eliminated the need for manual data entry, which is prone to errors. This also reduced the cost of processing and storing data for the government, making it more efficient and cost-effective.

Another measurable outcome of the ELBI system is the increased number of registered businesses in Loon. Since the launch of this initiative, there has been a significant increase in the number of businesses registered in the municipality. In fact, the number of new business registrations has increased by 78% compared to the previous year. This indicates that the ELBI system made it easier for entrepreneurs to start their businesses in Loon, which has a positive impact on the local economy.

In terms of user satisfaction, the ELBI system has received high marks from its users. According to surveys conducted by the Municipal Government of Loon, over 95% of users were satisfied with the ELBI system and would recommend it to other business owners. This high level of satisfaction is a testament to the effectiveness and user-friendliness of the system.

In conclusion, the ELBI provided a significant positive impact on the productivity performance of the Municipal Government of Loon and the intended beneficiaries. The system led to measurable gains in processing time, accuracy of data, cost-effectiveness, and user satisfaction. Furthermore, the increased number of registered businesses indicates that the system has helped boost the region’s entrepreneurship and economic growth.

Lessons Learned and Challenges in Implementing the Intervention

The implementation of the ELBI brought significant benefits to the LGU of Loon and its constituents. However, some challenges were encountered during its implementation.

One of the challenges is the lack of awareness among the constituents regarding the availability and use of the ELBI eRegistration System. Some entrepreneurs are still unaware that the system exists and that they can use it to apply for business permits. The LGU addressed this issue by conducting information campaigns and promoting the system through various channels, including social media and local media outlets.

Another area for improvement is the need for continuous updates and maintenance of the system to ensure its efficiency and reliability. The LGU needs to ensure that the system is always up-to-date and can accommodate changes in the requirements and processes for business registration and permit renewal.

Overall, the ELBI provides valuable lessons for other LGUs planning to implement similar systems. It highlights the importance of awareness campaigns and continuous updates and system maintenance to ensure its effectiveness. It also emphasizes the need for collaboration between the LGU and its constituents in implementing innovative solutions to address productivity challenges.

Resources

Municipality of Loon. (n.d.). Welcome to Loon’s ELBI eServices. https://elbi.loon.gov.ph/about

DICT. (2018, October 17). Best eGovernance Systems Shine at digitalcitiesPH Awards. https://dict.gov.ph/best-egovernance-systems-shine-at-digitalcitiesph-awards/

Jhunie Ray Suarez. (2019, April 02). ELBI 2.0 [Video]. Youtube. https://youtu.be/UF8MgVkmgxc

Municipality of Loon. (2018, October 24). Loon, Bohol – Top Winner In DICT 2018 Awards For Municipalities [Facebook status update]. Facebook. https://www.facebook.com/lguloonofficial/posts/loon-bohol-top-winner-in-dict-2018-awards-for-municipalities-loon-mayor-elvi-pet/1131426167011844/

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