Category: Citizen-centered Services

The Single Entry Approach (SEnA) is a citizen-centered system that attends to the immediate resolution of employer-employee grievances to prevent them from maturing into full-blown cases. The system cuts downtime for resolving labor disputes and puts in place Single-Entry Approach Desks (SEADS) in DOLE offices nationwide to serve as entry-points for facilitating conciliation and mediation of employees and employers in conflicts.

Background and Problem

Prior to SEnA, mechanisms and processes for resolving work-related issues and grievances had been strenuous and time-consuming, factors that extend government spending on arbitrations and clogged up case dockets in DOLE offices and attached agencies, and which compounded the issue of red tape and corruption within DOLE.

Solution and Impact

SEnA is a reform measure to the problematic labor arbitration and adjudication system of the Philippines. It streamlines procedures and removes red tape in the hope of restoring the integrity and fairness of the Philippine justice system. It imposes a 30-day mandatory conciliation-mediation process to settle pending labor cases and operationalizes Single-Entry Approach Desks (SEADO) in field offices and attached agencies of DOLE to serve as entry points in speeding up resolutions of issues and grievances and in preventing them from maturing into actual litigation cases. SEnA addresses labor and employment issues that fall under the administrative and quasi-judicial functions of the following DOLE offices and attached agencies. Among these are termination/ suspension of employees, unfair labor practices, OFW cases, closures, retrenchments and temporary lay-offs, occupational safety and health standards, and any other issues that arise from the employer-employee relationship. It does not cover those related to notices of strikes/ lock-outs and preventive mediation cases, issues arising from interpretation of Collective Bargaining Agreement (CBA) and Company Personnel policies, and issues involving violation of permits, licenses, and registrations such as Alien Employment Permit (AEP), Working Child Permit (and violation of Anti-Child Labor Law), professional license issued by the Professional Regulation Commission (PRC), and accreditations from the Technical Education and Skills Development Authority (TESDA), among others. No. of Request for Assistance Filled and Settled (2010-2018)

Year RFAs Filed No. of Settled RFAs Settlement Rate Average Days to Dispose
2010-2012 43,573 31,596 73% 18
2013 26,169 22,643 83% 19
2014 33,373 26,630 77% 14
2015 32,495 27,631 81% 15
2016 42,003 34,607 79% 15
2017 56,084 41,437 72% 15
2018 57,169 44,893 75% 11

Between 2010 and 2012, SEnA was able to settle 73% of the 31,596 total RFAs filed in DOLE offices and attached agencies. In 2016, DOLE reported a 79% settlement rate for the 34,607 RFAs filed. In 2017, DOLE claimed a 72% settlement rate which increased to 75% in 2018. DOLE also reported that SEAD Officers can settle and resolve a case at an average of 11 days in 2018. It is faster compared to RFAs disposal in 2010-2012 that took an average of 18 days and shorter than the 30-day mandatory conciliation-mediation process.

Milestones

SEnA started in October 2010 when DOLE issued Department Order No. 107-10 (DO 107-10) which provided the guidelines on the “Single Entry Approach” or “SEnA”.

In March 2013, it has been institutionalized with the passage of Republic Act No. 10396 which amended the Labor Code and required all labor and employment issues to be subjected to mandatory conciliation-mediation.

Finally, in February 2016, the Implementing Rules and Regulations for R.A. 10396 have been issued by DOLE through Department Order No. 151-16. The IRR reiterated the requirement for the 30-day mandatory conciliation-mediation for all issues arising from labor and employment, except for certain cases enumerated in the Department Order.

The Philippine National Trade Repository (PNTR) is a web-based portal launched by the Department of Trade and Industry (DTI) that provides a “single source of comprehensive, accurate and up-to-date information on all trade-related matters” to promote transparency in regulation and facilitate ease of doing business in the country.

Background and Problem

It may be observed that prior to the PNTR, the process for identifying requirements in doing business in the country was a tedious process for exporters and importers alike. Access to trade data was a key concern for many businesses especially to micro-, small-, and medium-scale enterprises (MSMEs) who experience difficulty in penetrating global and regional markets. The lack of network support is aggravated by a lack of knowledge on national and regional trade laws and regulations. As such, there have been international clamor to establish trade repositories that shall integrate all pertinent trade information of countries and facilitate ease of compliance of importers, exporters, and travelers to international trading policies. This initiative has become a priority strategy of regional and global trade forums like the ASEAN Trade in Goods Agreement (ATIGA), the World Trade Organization Agreement on Trade Facilitation (WTO-TF), and the Asia Pacific Economic Cooperation (APEC). The Philippines, as a signatory to the ATIGA and other international forums, committed to adopting this trade facilitation strategy by leading the launch of the Philippine National Trade Repository (PNTR). The Department of Trade and Industry (DTI) led this initiative in partnership with the Philippine Tariff Commission and some Trade Regulatory Government Agencies (TRGAs) such as the Department of Agriculture (DA), Department of Energy (DOE), and Department of Environment and Natural Resources (DENR), among others.

Solution and Impact

The purpose of the PNTR is to benefit businesses involved in exporting and importing, though it pays particular importance to micro, small, and medium enterprises. The portal is relevant to them in the sense that it links them to the ASEAN Trade Repository which will enable them to access accurate and updated information on the ASEAN market, including information on regulatory requirements for moving goods among ASEAN countries. Given the accessibility of the PNTR via the internet, the Philippine government is able to inform the public of the transparency of the country’s trade environment and the businesses’ compliance with prescribed trade regulations. The availability of information to the public also aids in facilitating a dynamic trading environment since it reduces the amount of time and costs in doing trade transactions.

Milestones

  1. Discussion on the Functioning of the ASEAN Trade Repository (ATR)/ National Trade Repository (NTR) and Notification Procedures under the ASEAN Trade in Goods Agreement (ATIGA) – Members of the Ad-Hoc Technical Working Group on the PNTR (Ad-Hoc TWG-PNTR) attended the Regional Workshop on ASEAN Trade Repository (ATR)/ National Trade Repository (NTR) and Notification Procedures under the ASEAN Trade in Goods Agreement (ATIGA) on May 6, 2014 to discuss the technical solutions in relation to the functioning of the ATR/NTR and the notification procedure under the ATIGA.
  1. Institutionalization and Operation of PNTR – Member-agencies of the Ad-Hoc TWG-PNTR attended a national workshop on ASEAN Trade Repository (ATR)/National Trade Repository (NTR)/Non-Tariff Measures (NTMs) and Notification Procedures under the ASEAN Trade in Goods Agreement (ATIGA) sponsored by the European Union-ASEAN Regional Integration Supported by EU (EU-ARISE) on September 18-19, 2014 to assist them in the institutionalization and operation of the PNTR. The NTMs are policy measures that can impact the international trade of goods.
  1. Simulation Exercise to Link PNTR with ATR – Secretariat of the Ad-Hoc TWG-PNTR participated in the Regional Workshop on the ASEAN Trade Repository Interface on March 10, 2015, where the proposed ASEAN Trade Repository (ATR) was presented.  The Secretariat, together with nine other ASEAN countries, engaged in a simulation exercise to link its NTR to the ATR.
  1. Non-Tariff Measures (NTMs) Identification, Classification, Notification, and Web-Linking to the ATR – Member-agencies of the Ad-Hoc Technical Working Group on PNTR (Ad-Hoc TWG-PNTR) conducted a one-day workshop on July 9, 2015 to popularize the PNTR and to identify, classify and notify Non-Tariff Measures (NTMs) so they may be web-linked to the ATR. Simulations with fictional cases were conducted during the workshop to facilitate learning in properly classifying NTMs.
  1. Revisiting Key Concepts, Guidelines, and Processes for Uploading Trade Information on  PNTR – The DTI held a three-day national workshop on 22-24 March 2017 to tackle the process of non-tariff measures (NTM) identification, classification and upload on trade repositories, as well as to revisit key concepts, guidelines, and processes for uploading trade-related information to the PNTR. It was also shared in the said activity some practical knowledge on web-linking the content of the PNTR to the ATR.
  1. Launching of PNTR – The DTI, with the grace of international and national partners, launched the PNTR portal on August 1, 2017. The focus of the event had been the signing of the Memorandum of Agreement (MOA) between DTI and the Philippine Tariff Commission (TC), which aimed to address timely sharing of information (e.g. updates on changes in documentary requirements and tariff schedules) between the two agencies for an updated and accurate PNTR.

The Telephone and Radio System Integrated Emergency Response or TaRSIER 117 is Bohol’s call and dispatch system attuned to provide a menu of immediate services for various crisis situations and public concerns in the province — from calamity aid and weather monitoring to police and fire prevention assistance to emergency medical assistance.

Background and Problem

The occurrence of various emergency incidents in Bohol, either natural or man-made, impacted its people’s lives and development. The notable incidents were the accidental poisoning of school children in the Municipality of Mabini where proper emergency response came only hours later, and the 7.2-Great Bohol Earthquake in 2013. Other incidents include natural hazards such as landslides, flooding, flash floods, storm surges during typhoons and man-made calamities such as building and house fires, gas explosions and structural collapses.

Given this context of disaster risks and vulnerability situation in the province, it became imperative to the provincial government of Bohol to prioritize and commit disaster and calamity resilience as a provincial development agenda. Specifically, a prompt, accessible, and receptive emergency response system becomes a key strategy in providing ground-level intervention not only to disaster situations but also to various emergencies in the locality.

Solution and Impact

The TaRSIER 117 was created by the Provincial Government of Bohol under Executive Order No. 5, series of 2010, and further institutionalized under Provincial Ordinance No. 2013-006. The system is the only province-wide emergency program in the country responding to local disaster, calamity, and emergency situations. It formally established 6 satellite stations in the municipalities of Carmen, Jagna, Ubay, Balilhan, Loon, and Talibon. The system uses security cameras around the city and in nearby areas as one of the leading sources, without the need for calls from the public. All communication received by the system is recorded, as a means of maintaining efficiency, professionalism, and gauging response time and retrieval of the necessary information to aid investigation and database build-up. It is an integrated system that uses telephone, Voice Over Internet Protocol (VOIP), UHF/VHF radio, cellular phone systems, and mobile applications.

Furthermore, it has transition radio facilities with a generator that can be used in cases of calamities when other communication media might fail. It also serves an umbrella unit for all radio organizations which includes the Chocolate Hills Amateur Radio League (CHARL) and the Bohol Law Enforcement Communication System (BLECS). The system maintains close coordination with partner agencies and integrates all emergency response services of the Local Government Units, Bureau of Fire Protection, Philippine National Police, Armed Forces of the Philippines, Philippine Coast Guard, Emergency Rescue Unit Foundation, Maritime Police, Philippine Atmospheric Geophysical and Astronomical Services Administration, and Philippine Institute of Volcanology and Seismology.

Also, it established clear links and cooperation with the Office of the Civil Defense, Philippine National Red Cross through Red Cross 143, various volunteer groups like the Bohol Paddler’s Group, hospitals, rural health units, and the quick response units. Moreover, it established a partnership with the emergency units in San Francisco, New York, and Japan. State of Provincial Addresses (SOPAs) consistently reports TARSIER 117 as the lead-team of all sorts of emergency response in the province. Most of the emergencies it attends to are related to medical emergencies, though it is also the main implementer of the province’s emergency response in times of disasters and calamities. It is also currently the lead for all immediate search-and-rescue efforts in Bohol.

Currently, the system has responded to and saved 31,778 Boholano lives. The implementation of TaRSIER 117 is socially inclusive by ensuring that emergency services are accessible to the poorest of the poor members of the community, via competent responders that serve them with utmost dedication and care, providing the needed services free of charge. In addition, it covers other aspects of incidents such as blotter recording at the PNP, advanced information to hospitals, and notification to immediate families of victims. There were cases wherein the system facilitated the transfer of patients from another hospital in other provinces, fielding medical staff to accompany the patient during the transit.

Aside from its social impact, TaRSIER 117 caused a positive impact on its economy. From 524 emergencies responded in 2011, the 2017 data showed 796.18% increased responses on 4,696 emergencies.  In its 7th year of operation, a total of 17,431 emergencies were responded. These responses directly benefited 31,778 persons who were at various levels of threats to their lives. Based on the estimated average economic cost of loss of life in the Philippines (at $100 or PHP 5,917/person as “value of statistical life” presented from Road Safety Forum), the services provided by the system have saved a total economic value of PHP 188,030,426.

In addition, the system saved the economic value of the properties from losses in the case of fire incidents. The presence of the system has also created a favorable climate for business and investments.  It proved to the investors that Bohol is safe and secure, able to protect and respond to their welfare and business interests.  Furthermore, tourists coming to the province feel more secure.  These aspects of security for investors and tourists contributed to the sustainability of the overall economic development in the province.

Milestones

Though TaRSIER 117 has augmented its capacity throughout the years, it was only in June 2016 that it was able to expand its physical facility with the establishment of its first satellite station in the Ubay Municipality in the northern part of Bohol. In January 2017, TaRSIER 117 was able to launch its first mobile app to provide more efficient and more accessible access to emergency response units. Realizing the effectiveness of the program, some of the municipalities (Alicia, Balilihan, Bilar, Buen-Unido, Buenavista, Candijay, Clarin, Danao, Dauis, Duero, Getafe, Garcia-Hernandez, Guindulman, Inabanga, Loon, Loay, Maribojoc, Pilar, San Isidro, Talibon, and Trinidad) in Bohol replicated the system that resulted into strengthening the support network for emergency response in the province.

The successful operation of the program is also benchmarked by other provinces in the country such as Cebu, Samar, Sorsogon, Misamis Oriental, Davao del Sur, Compostela Valley, and Cotabato. In May 2018, the TaRSIER 117 was recognized by the Business Initiative Directions in New York as Gold Category for Excellence and Innovation, proving that the program serves as the driver of innovation for the benefit of the community.

The Housing Electronic Building Records Online System (HeBROS) is a document management system available under the e-services of the Hong Kong Housing Authority that allows users to view and request copies of approved plans and related documents of properties owned and divested by the housing authority.

Background and Problem   The government plays a major role in the housing market in Hong Kong. The principal administrator of the public housing program, the Hong Kong Housing Authority (HKHA), provides homes to 2.13 million people under the public rental housing (PRH) portfolio and 1.16 million people under its subsidized home-ownership scheme. In the recent years, with redirection of HKHA priorities toward the revitalisation of homeownership through the secondary market scheme, more people take interest in acquiring building records when altering and renovating homes divested to them by the housing authority.

The HKHA, in recognition of the growing demand for better, faster, and more efficient delivery of services, started adopting information and communication technologies (ICTs) measures to continuously review and improve a variety of its frontline services. One area of focus is the accessibility of public documents such as building records, occupation permits, and other related documents of properties managed and divested by the housing authority.  

Solution and Impact To make the process of securing building records for properties owned and transferred by the HKHA easier and more convenient, the Independent Checking Unit (ICU) of the office developed a customer-oriented system called Housing Electronic Building Records Online System (HeBROS) which allows users to inspect approved plans and documents of building completed by the HKHA and to place orders for copies of these plans and documents, including occupation permits without inspection first. Building records covered by the system are those from public rental housing (PRH) and Home Ownership Scheme (HOS) courts and relegated properties.

There are over 270,000 records available in the system that people may access when they need to make building work design according to the provisions of the Building Ordinance or when they have related work to do, i.e. repairing and improving a property, applying for a license, and altering and renovating. HeBROS allows the public to save time because document requests can be made and paid online anytime, anywhere, without needing to visit an office to order copies of building records. The delivery of ordered copies only takes several days. Boasting that the system has zero downtime, the ICU informed that HeBROS accommodates an average of more than 200 inquiries and copy orders each month. Other government offices may also access the system using distributed tokens.

Milestones The ICU reported that there are currently over 2,300 registered users of HeBROS. Starting  November 12, 2018, new features to support mobile services and mandatory building and window inspection scheme (MBIS/MWIS) case submission status search were added.

The Electronic Business System (eBS) is a one-stop service of the Marine Department of Hong Kong Special Administrative Region (SAR) that addresses obstacles in port formalities by simplifying and expediting port services related to submitting and processing applications and payments for shipping permits and related certificates without extra charge to shipping agents and companies.

Background and Problem

The port and maritime sector of Hong Kong SAR, which constitutes 20.4% of total employment, a fifth of the SAR’s GDP, and more than 90% of all imported goods, is a valuable domain in the trade and logistics industry of the region. In the past decades, the sector has risen to be one of the leading commercial hubs in the Asia-Pacific region.

With the rise of information and communication technologies (ICT) in the public and private spheres of Hong Kong society, ICT has also quickly permeated the fibers of the country’s trading industry. In particular, it gained prominence in the policy and systems development of the country’s trade environment. The Marine Department (MD) of the Hong Kong Special Administrative Region Government (HKSARG), as part of its efforts to sustain its status as a world-class port and maritime center, recognizes the need to adopt an ICT structure that will enhance management of its shipping operations. This system is called the Electronic Business System or eBS.

Solution and Impact

eBS is a one-stop lodgement service that caters to direct clients of the Maritime Department and Immigration Department who avail of shipping services. The service accommodates electronic features such as online submission of applications, auto-approval for online applications, self-printing of permits and certificates, online payment via auto-pay, and online checking of application status. eBS corrects the deficiencies associated with a paper-based system.

By eliminating errors and redundancy in data inputs, eBS guarantees the cutting-down of clerical and time costs associated with re-entering data. This contributes to the systematization of permit and certificate processing of freights, and leads to enhancement of integrity and efficiency of Hong Kong ports’ information system. The digitization of shipping data makes it possible to smoothly implement horizontal and vertical coordination of information related to freight transport, thereby ensuring timely and quality delivery of goods and reducing shipping costs to the clients’ satisfaction.

Milestones

The HKSARG-MD launched the eBS in December 2003 as a measure to maintain Hong Kong’s position as a premier-class port and international maritime hub. In April 2008, the agency launched eBS Phase 2 (eBS2) with additional features to simplify and speed up the submission and processing of port formalities anytime, anywhere, without incurring additional shipping clients. At this point, eBS finally included formalities required by the Department of Health and Department of Immigration with the intention to accommodate a one-stop solution for the business and operations of the shipping sector. Shortly thereafter, the HKSARG-MD upgraded the “Pre-Arrival Clearance” (PAC) feature of eBS2 to provide an alternative mode in applying for PAC by inputting data by batch and uploading the Particulars of Crew through Microsoft Excel.

The eForm filler for PAC is maintained in the eBS platform and has undergone several modifications to speed up loading and improve its detail requirements. In 2009, several additions were integrated into the system such as (1) Ship Registration Status Inquiry; (2) Crew Agreement and Crew Change e-Submission Service; and (3) Transaction Enquiry. In addition to these, there were also updates and enhancements made on some existing features like “Nationality Code Reference Table” and “Dangerous Goods Manifest.” Fast forward to 2011 and 2012, eBS inserted new features for various applications such as application for various types of “Dangerous Goods Permits” and application for “Port Facilities and Light Dues Incentive Scheme.” Then in 2014, it introduced e-Payment options for transactions on “Request for Transcript of Register” and “Application for issue of Seafarer License,” as well as a “Change Payment” option to change the payment method of an unsettled payment. eBS expanded its service options specific to local vessels when it launched the online function for “Renewal of Operating License for Non-Survey Required Local Vessels” in 2016 and its corresponding electronic payment options early in 2018.

Parallel to its recent efforts in converting paper-based shipping transactions into online services, eBS strives to keep up with the latest technology by continuously improving the design of its existing electronic forms. Adopting the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0 Level AA requirements to the maximum extent possible, the new e-form designs offer optimal viewing and interaction experience to web users by simplifying reading and navigation without too much effort in resizing, panning, and scrolling across a wide range of devices.

The e-Services of the Department of Social Welfare and Development (DSWD) is an electronic platform that aims to speed up issuance of key frontline services of the agency by converting into online transactions the applications, processing, and approval of: (1) Travel Clearance Certificate for Minors Traveling Abroad; (2) Registration and Licensing of Social Welfare and Development Agencies (SWDAs), and; (3) Accreditation of Social Welfare and Development Programs and Services.

Background and Problem

The DSWD is the issuing agency for travel clearance for minors traveling abroad. The travel clearance is a document issued by the Department to a child below 18 years of age (referred to as minor) traveling abroad unaccompanied by any of the parents or persons having parental authority or legal custody over the child. The DSWD e-Services for the issuance of travel clearance to minors traveling abroad supports the implementation of Republic Act No. 10364, otherwise known as An Act Expanding Republic Act No. 9208 entitled “An Act to Institute Policies to Eliminate Trafficking in Persons especially Women and Children, Establishing the Necessary Institutional Mechanisms for the Protection and Support of Trafficked Persons, Providing Penalties for its Violations and for Other Purposes.”

On the other hand, the Department is also mandated to ensure that people, private, and public agencies engaged in social welfare and development activities operate in compliance or accordance with set standards, thus, the said agencies are required to apply for Registration and License to Operate and Accreditation for their programs and services. This is to ensure the legitimacy and delivery of quality services to the target clientele of the SWDAs.

Solution and Impact

As a priority strategy for enhancing quality government services and in compliance with the Ease of Doing Business and Efficient Government Service Delivery Act (Republic Act No. 11032), the implementation of the DSWD e-Services is a significant contribution to efficiency in transactions and data management, and in the promotion of human rights and social development, particularly the protection and welfare of the target clientele or beneficiaries of the Social Welfare and Development Agencies. Through the e-Services, the Department was able to cut down the costs and processing time of applications since clients are not required to visit DSWD to personally file their applications for travel clearance, Registration and Licensing of Social Welfare and Development Agencies, and Accreditation of Social Welfare and Development Programs and Services.

In the same way, the DSWD e-Services also provided a way for the clients to keep track of the status of their applications by sending updates or notifications. Applicant SWDAs are no longer troubled following up their applications as they are always being updated through email notification or text messages relative to the status of their applications.

Milestones

The pilot implementation of DSWD e-Services operates in four regions, namely, National Capital Region, Central Luzon, CALABARZON, and Davao for Travel Clearance Certificate for Minors Travelling Abroad while the Application for Registration, Licensing and Accreditation was piloted nationwide. Currently, the e-Services for MTA is being enhanced and will be launched in the 1st Quarter of 2020.