Category: Citizen-centered Services

Summary

  • Mobilizing fisherfolk for sustainable ICM is defined as harnessing the time talent and treasures (3T’s) of fisherfolk and enhancing their capacity, character and credibility (3C’s) for them to be empowered and actively participate and become a more effective partner in the program planning, implementation, monitoring and evaluation. It is also important to institutionalize the representation of fisherfolk associations in applicable local bodies and recognize their collective contribution in the sustainable conservation, protection and management of the ecosystem towards an eco-friendly environment.
  • The Municipal Government of Claveria, Cagayan started the mobilization of fisherfolk through the Municipal Agriculture and Fishery Council (MFARMC) in 1998 during the administration of Mayor Celia T. Layus, MD. Responsibilities of MFARMC were well-defined in the 3-year Integrated Coastal Management (ICM) Plan and passage of Claveria Fishery Code of 2000, a result of the roll-out project of the Associates for Rural Development- Governance and Local Democracy Project (ARD-GOLD) and the United States Agency for International Development (USAID). The practice of involving the fisherfolk was strengthened from insights learned from cross-visits in Bohol and from local government unit’s experience.
  • In 1998 and even after the passage of the Code, fisherfolk were not well-represented in three local planning bodies. They were given less priorities in terms of assistance.
  • Encouraging the fisherfolk and their associations participate in the identification of needs and concerns has led to a better program, project identification and implementation. Delivery of updated information and projects and services has never been faster. Communication and feedbacking among other stakeholders have also been improved. Registration of fisherfolk and fishing boats and gadgets has been facilitated with their assistance. Fishery Law Enforcement and ecological solid waste management have been improved through their collaborative efforts with national government agencies and the local government units.
  • MFARMC has already been better represented in local bodies like the Municipal Development Council. Cash incentives and other incentives have been institutionalized to volunteers baptized law enforcers.
  • The best practice has started since 2012.

Background and Problem

Objectives
  1. To instill the values of self-reliance, responsibility, cooperation, respect, industriousness, trustworthiness, eco-consciousness in the fisherfolk
  2. To harness the leadership and management potentials of fisherfolk and building them as local government partners in ICM
  3. To provide an updated information on ICM and other related programs
  4. To provide the knowledge, proper attitudes and skills necessary for an effective partner of local government
  5. To help fisherfolk improve their ability to cope the effects of natural calamities and change in leadership
  6. To improve profitability and productivity

Claveria, Cagayan has 15 coastal barangays with a population of 30,482 of which 7,127 households depend on fishing for a living. It has 1,057 full-time fisherfolk and 1,033 part-time fisherfolk, with an average of 15 kilogram fish catch per unit effort. With the increasing number of fisherfolk and population, the fishing ground was observed to have been overfished and unregulated in the years 2000-2015. The inadequacy of alternative livelihood projects during lean months and occurrence of natural calamities, have resulted in illegal fishing activities on and off. Thus, most fisherfolk have insufficient income. The ICM program covers fishery and aquatic resources development and environmental management, e.g. Ecological Solid Waste Management with only two employees working separately with the program. With limited funds, the local government could not provide all the needs to address the concerns/problems of fisherfolk. Also, with the personal services limitation, the local government cannot create and hire positions that would address the timely delivery of ICM services to fisherfolk. There were fisherfolk and fisherfolk associations who volunteered and were tapped/empowered but sometimes could not function well due to inadequate or limited access to information. There is also a communication gap especially in law enforcement both for fishing and solid waste and lack of cooperation of some government agency personnel in program implementation, as well as inadequacy of logistical support. The fisherfolk’s high vulnerability may be attributed to natural calamities or a change in local government leadership would both result in income loss.

Solution and Impact

Theory of Change

The ICM program on fisheries and aquatic resources development and environmental development used to be separately executed. But the designated employees collaborated with the Municipal Agriculture Office (MAO), Municipal Environment and Natural Resources Office (MENRO) and the Municipal Disaster Risk Reduction Management Office, (MDRRMO) along with the MFARMC as the lead in planning, implementation and even monitoring. Through the proper coordination of these offices, an effective project was executed. There was also a shift in the identification of fisherfolk as beneficiaries. This synergy enabled the implementers to envision the correct perspective in mobilizing the fisherfolk associations by empowering them to decide on the direction of their grassroots organization.

Methodology/Components

  1. Conduct capability building activities through an information campaign, coordination and collaboration in the project, planning and identification,, target setting, fund sourcing and funding allocation
  2. Strengthen the fisherfolk and other associations
  3. Institutionalize the search for the best implementer and rewards and recognition
  4. Conduct of regular meetings
  5. Provide support to fisherfolk associations and MFARMC
  6. Pursue goals and objectives
  7. Conduct hazard assessment and update the data markings

Next Steps

  1. Strengthen fisherfolk, the associations and the MFARMC
  2. Educate, communicate, inform cooperatives
  3. Institutionalize the search for outstanding fisherfolk and associations
  4. Improve the method of fish catch reporting

Impact

  1. Rehabilitated coral reefs
  2. Revitalized watershed canopy
  3. Decreased illegal activities
  4. Decreased coastal erosion and flooding
  5. Improved living condition in coastal areas
  6. Improved habitats and biodiversity
  7. Enhanced law enforcers’ responsiveness

Milestones

Remarkable Results
  1. Increased the number of active fisherfolk associations and facilitated the implementation and monitoring of the ICM program
  2. Sustained environment conservation through regular clean-up and tree planting activities
  3. Increased and improved the participation of fisherfolk in local government activities such as fish catch reporting 
  4. Registered 85% of listed fishing boats
  5. Registred 80% of fisherfolk in the masterlist
  6. Included registered fisherfolk into cooperative, thus providing better access to credit facilities
  7. Provided more access to projects and activities
  8. Improved capability of Fisheries Law Enforcement Team
  9. Cleaner bodies of water
  10. More access to the protection of protected areas

Awards

  1. Boat Registration 
  2. Fisherfolk Registration 
  3. Regional Awardee Malinis at Masaganang Karagatan 
  4. National Awardee Malinis at Masaganang Karagatan  2nd Runner-up
  5. Seal of Good Local Governance (SGLG)

Next Steps

  1. Educate, communicate, inform cooperatives
  2. Institutionalize search for outstanding fisherfolk and association
  3. Improve fish catch reporting

Summary

MOM Cares: AICS (Assistance to individuals in Crisis Situation) Screening Procedure is the practice of screening clients prior to provision of assistance. It is the act of interviewing and assessing the client first before giving the aid they need whether financial, medical and other possible assistance can be given in order to properly address their situation. AICS screening Is an existing practice started by previous administrations. but it was only under the leadership of Mayor Maria Rosario Ochoa-Montejo that AICS had a lasting Impression on clients It is being handled by the Municipal Social Welfare Development Office.

Background and Problem

The objective of the screening procedure is to simply assess the requirements of the client and identify their exact needs More often than not, several issues arise when providing assistance since communication between the person seeking assistance and the provider are not always at par with each other. In order to troubleshoot an issue, a person must be able to Identify the problem before thinking of the steps needed to fix it. This is the importance of the screening procedure, to establish an open communication. The challenges or issues addressed by the practice are the clients’ inability to relay their predicament. They have difficulty coping and there are families, Individuals who are hampered to function normally because of socio-economic difficulties. That is why aside from the weekly assistance available to receive during Monday. (the set people’s day), clients are also encouraged to approach any MSWD officer during regular days for a screening.

Solution and Impact

Although MOM Cares: AICS Screening Procedure has a result of providing assistance, the main idea of this practice is the screening process itself. The purpose of the screening is quite simple: to assess the client’s situation and check the necessary requirements. In some cases, generic provision such as medical or financial aid is handed out to the client without prior interview or assessment and more often than not, the issue or situation is not resolved As time progresses, so does people’s predicaments, and their needs also have Increased. With this idea in mind, the screening procedure was introduced by former administrations and improved gradually to the active practice it is today. Other components of the practice are counselling and if needed, referral to other agencies for further assistance. resulting in addressed needs and recovery of social functioning. MOM Cares AICS program as a whole is the municipal mayor’s strategy of personally assisting her constituents, through the projects implemented by MSWDO. The process starts Initially with the crisis situation of a client then they are screened for eligibility to assess their situation for a better identification of what kind of aid they will really need compared to the assistance they are initially seeking. After they are interviewed and counselled by designated MSWD officers, they will receive a brief explanation based on the results of the screening and assessment. This is also where the two parties discuss suggestions and come to an agreement regarding their situation. As mentioned earlier, the end results of this screening system are clients receiving provision such as those who experienced extreme poverty have been provided with assistance and their needs are addressed Some of the aids provided were assistance for medical procedures like chemotherapy, dialysis, surgery and other provisions such as housing, educational and burial assistance.

Milestones

One of the most remarkable results this practice has had is the special cases who were deemed Impossible or difficult to address but are now in the process of treatment/rehabilitation. Some of these cases Involved medical attention, the first case is the Craniopagus Misa twins- Maurice Ann and Klea Ann Misa, conjoined twins who are currently admitted to PCMC waiting for their surgery. Conjoined since birth, these twins receive financial support for their everyday basic needs while surgery is being planned, another is Audrei Caollie who was provided with a hearing aid These are the results of careful screening and assessment.

Summary

The nomination is for the Security Analytics Project, implemented to be the backbone of the GSIS Information Security Office (ISO) in monitoring, detecting, preventing and responding to cyber threats in the shortest possible time. The project was initiated by CISO Jonathan Pineda and is an innovation to have an overall view of the GSIS Information Security Posture, including cyberattacks and threats to GSIS IT infrastructure in near real-time. Logs from various security tools are captured, aggregated, and processed using automation and machine learning techniques, enabling GSIS to respond faster. The project was started in 2016 and is continuously being improved.

Background and Problem

According to the Ponemon 2019 Cost of Breach Report, it takes an average of 279 days for a company to identify and contain a breach. The GSIS is under constant cyber-attack from various threat actors 24×7. Just the public websites alone receive more than 25,000 attempted attacks per day. The objective of the project was to identify and profile these attacks, and filter out the noise and false positives, so that the lnfoSec personnel can act on notable incidents only. To protect its IT infrastructure, GSIS implemented multiple security tools to implement its Information Security Program. However, these tools generate millions of logs daily and it is impossible for lnfoSec personnel to filter out notable incidents and respond to them faster. Investigating and remediating incidents takes so much time that the GSIS may be exposed to data breaches if these threats are not detected and acted upon sooner.

Solution and Impact

Traditional Security Incident and Event Management meant that you can aggregate and correlate logs so you can review them from a single platform. The Security Analytics Project improved this traditional practice to, not only aggregate and correlate logs, but also to create profiling and validation with public threat intel sources. This also led to creation of alerts based on user or adversary behavior such as multiple attacks from the same IP source, multiple login failures, multiple malware infection, attempts to connect to command and control servers, to name a few. This also enabled the lnfoSec analysts to focus more on the notable incidents, rather than on learning to operate the security tools. Cybersecurity is a very complicated discipline as the adversaries use various and multiple threat vectors to compromise their target. They need to be successful just once and that is what GSIS is trying to prevent. While no system is hack proof, the same Security Analytics tool helps us in detecting these notable incidents faster as we can detect these in near real time and have set up alerts to notify us for priority incidents. The GSIS information Security Program took many years to mature and we have implemented various tools to mitigate specific cybersecurity threats. The Security Analytics tool gave us the capability to see beyond the tools and understand our threat landscape better. This helps our security analysts focus more on the actual incidents rather than guessing what is happening. The tool provides them the “needles in the haystack” immediately so immediate response can be made. This methodology ensures that we can provide information assurance to our users and stakeholders when they use our technologies.

Milestones

The Security Project enabled GSIS to:

  1. Lower possible breach detection from months to hours;
  2. Respond faster and proactively to cybersecurity incidents;
  3. Profile cybersecurity threats and deliver technology securely; and
  4. Detect cybersecurity threats (Cyber Attack Killchain and MITRE ATT&CK frameworks).

It recently won the ASEAN Social Security Association, Information Technology Recognition Award for 2019. The next step will be to automate further using Security Orchestration and Automated Response tools (SOAR). The SOAR will leverage threat intelligence platforms and minimize further the need for human responders to act on repeating incidents (Phishing mails and malware infections.)

Summary

As part of our “Educate the Youth” advocacy, the Ilagan Youth Center in coordination with Office of the City Mayor conceptualized and initiated the Sining Na Gagabay sa Kabataang Ilagaueño (SINAG) which our young people from all walks of life are encouraged to participate. The program aims to enhance the artistic potentials, foster camaraderie and upgrade socio-economic awareness among youths and students. Towards this event, we have envisioned to produce artists passionately committed to noble and dynamic aspirations of their sensibilities, exuberance and abilities. Its conviction is to mainstream young artists’ skills and talents.

Background and Problem

The training aims to equip its participants with knowledge about art and encourage creativity. Also imbue in young people a sense of the satisfaction that comes from working to create something, the ability to use and understand art effectively and recognize art education as a viable factor that develops better citizens of the society. Its main objectives are as follows:

  • Direct attention to the value of art education for divergent and critical thinking;
  • Encourage commitment to the art by students, community, organizations, and other individuals;
  • Provide additional opportunities for individuals of all ages to participate in creative art learning;
  • Increase community and government support for art education and expanded music programs in schools to stimulate new art programs;
  • Increase community understanding and interest in art education through involvement in workshops, recitals, concepts and other creative ventures;
  • Recognize art as necessary for the full development of better quality of life for all;
  • Reflect and demonstrate the goals of the NCCA that work toward the improvement of culture and art education in our society; and
  • Enhances the multiple intelligence such as spatial, linguistic, kinesthetic, interpersonal, naturalist, existentialist, intrapersonal, and musical of every individual

Solution and Impact

The Ilagan Youth Center implemented this program to promote the importance of arts in the life of our children. Art builds self-esteem, it teaches critical social skills, and stimulates creativity and innovation, it also empowers hopes to ignite the spark of creativity that lies within all youths and inspires a love of learning. Education in the arts is more important than ever. This project promotes and showcases the talents and skills of the Ilagueño youths in the different fields of arts. The impact of the program can be seen in the development of its student-beneficiaries. Almost all, if not all the enrolled students of the SINAG Program, art beginners or have zero knowledge about the program or specialization they have enrolled. And by the end of the six-month training, they can now play the instruments they have enrolled in, dance with gracefulness and develop their hands in painting. Secondly, we also observed that for those enrolled students enrolled in the program, confidence is boosted. Development of their self-esteem is one of the most important factors that can be attributed to the program. The once shy and timid child became active and oozing with confidence. That is why we are delighted that SINAG became an instrument in developing the talents and gaining confidence of the Ilagueño youths. Last but not the least is the joy and happiness that were seen in the eyes of the child’s parents as they watched their child progress in the skill or program they have enrolled to. Specially during recitals and recognitions, we can feel the pride and happiness of the parents, these are moments of life that became a lifetime treasure in their hearts, something that money can’t buy. And we are grateful that our program became a channel that strengthened the bond that binds the Ilagueño family.

Milestones

The program has been successful because it has produced seven batches of student-beneficiaries since its genesis in February 2015. A total of 2200 graduates have already benefited from the program. Not to mention the joy and happiness if brought to the proud parents of the enrollees. SINAG Rondalla has competed in the Regional and National category. Now they are preparing for their upcoming competition on November 26, and December 1, 2019 in the National Music Competition for Young Artists (NAMCYA). And the SINAG Dance Core Group was also a grand champion in a local talent search here in Ilagan.

Summary

The program started on November 25, 2013 led by Mayor Ronnel Rivera because he wanted an anti-drug program that is effective, results-oriented and possible for replication. LIKAY Droga aims to provide an avenue for potential drug users to focus their attention to livelihood activities and become productive members of society. Considering that most of the drug victims are out-of-school youth, the Local Government Unit decided to partner with the Alternative Learning System of the Department of Education.

Background and Problem

General Santos City has been the stronghold for commerce and trade in Region XII. However, the city has also its share of the griming realities of illegal drugs. PDEA12 reported that in General Santos City, peddlers and the suppliers of drugs are adults in our community, and their victims are the youth, particularly the out-of-school youth. The latter’s lack of education, lack of income, or lack of support system make them the most vulnerable victims of the drug problem. Lingap sa Kabataang Ayaw sa Droga (LIKAY Droga) was established for this purpose. It was facilitated by the PNP DARE Officers, Professors of Ramon Magsaysay Memorial Colleges, Brokenshire College, Marcellin Foundation and LIKAY Droga technical working group composed mostly of personnel from DepEd and the City Population Office.

Solution and Impact

In 2014, some OSYs participated in the Alternative Learning System of the Department of Education. The participants were potential or actual victims of drug abuse and were therefore identified as recipients of the LIKAY Droga program. Mobile Teachers (ALS implementers), District ALS Coordinators, Instructional Managers and some members of the academe were trained to make session plans for the development of LIKAY Droga Module. Taking from the initial but continuing successes of LIKAY Droga Program, the City has now extended its efforts of its advocacy, coming from the module of the Likay Droga Program – in August 2016, we launched Purok Laban Krimen (PLK), as our local move to support the massive efforts of government against illegal drugs and criminalities in the barangay. The collaborative efforts pave the way for a strengthened commitment and unconditional accountability system among the LGU, Barangays, Puroks, DepEd, PDEA, PNP, ALS learners, parents, community leaders and private sector. Because of LIKAY Droga, community participation increased especially in the grassroots level and drug awareness also increased among the constituents and in 2014, 171 personalities were arrested while 201 cases were filed. In 2015, 388 personalities were arrested, and 480 cases were filed. And in 2016, 655 personalities were arrested while 831 cases were filed. The significant increase marks the city as the most improved city in the region.

Milestones

  • Less number of drug-related cases compared to other regions
  • In the GSC BJMP, there are 63 drug users and pushers who are currently enrolled in ALS. 51 of these successfully finished the program and are now gainfully employed
  • 837 ALS learners are engaged in entrepreneurial activities
  • 374 ALS completers are gainfully employed
  • 410 involved in livelihood and income-generating projects
  • Aside from ALS Implementers, we also have 743 Anti-Illegal Drug Advocates (AIDAs) from different puroks and barangays.
  • Strengthened partnership between Public and Private Sectors, NGOs, POs, and CSOs
  • Boost community participation especially in the grassroots level
  • Drug awareness increased among constituents
  • In 2018, an amount of Php 1,500,000.00 from the Department of Education was given by The Literacy Coordinating Council as they recognize the programs viability and remarkability specially that it promotes prevention through literacy campaign

Next Step

  • Likay Droga will be extended to the classes under the Alternative Delivery Mode of DepEd
  • Adding more Income generating activities for ALS learners
  • Intensify and enhance monitoring of learners
  • On going inclusion of Likay Droga to the BJMP

Summary

Oplan PAILAW is a project of the City Government of General Santos that aims to energize far-flung barangays and tribal communities. Especially those that have problems negotiating with power distributors, obtaining permits, and documentation, and those that cannot afford expensive fees. It was a long-forgotten program that was given limited implementation and was revitalized in 2013 and strengthened by the current City Government of General Santos and was coupled with a strong partnership with local power distributors. The city government provided the leadership, governance framework, coordination, capacity building, and the private partners provided the distribution and installation of electricity.

Background and Problem

Areas that have no electricity in General Santos City are placed at a disadvantage because no electricity means, no power, no light, and fewer opportunities. Crimes are up because of dark streets, education rate is down because kids cannot study at home and schools are not comfortable places of learning, economic activities are limited to industries that only used manual labor, and because of wide usage of candles and “lamparas,” and in extreme cases illegal connections, fire incidence in these areas are very high according to the Bureau of Fire Protection. Because the program was poorly implemented by previous administrations, there was a lack of LGU capability in the form of implementing rules and regulations, structure to bring the objectives and positive effects of the program to the ground, and necessary training for the people involved.

Solution and Impact

The theory behind the Oplan PAILAW’s successful implementation is to bring the different communities, the private sector, and the government together towards one common purpose and goal. Through community empowerment, Oplan PAILAW can empower communities by making them realize that they can organize themselves and comply as a community with application and pre-screening requirements for enrollment in the program. Purok leaders who have long given up on the idea of energizing their communities are now conducting regular workshops on enrollment in the program, energy conservation, and disaster risk and management. Purok leaders help accredit electricians, in accordance with the provisions in the Executive Orders to ensure safety and the proper installation of electrical wirings. They serve as volunteers to help prepare their communities for the electrical installation and assisted SOCOTECO in the construction of poles. They work together to maintain cleanliness and protection in their own barangays. There are very few examples of a successful PPP between a local government and a power provider. The Pailaw project of the General Santos City Government is a pioneer in this respect. The program is innovative in terms of how the city government negotiated with SOCOTECO to provide service to the poor with a win-win result. Poor families were helped, costs of installation were frontloaded by the firm and recovered later through a painless installment scheme. The processes through which the city organized the informal settlers and made them comply with their responsibilities is a model on how cooperation with a possible hostile community can be generated. The methods in streamlining procedures in beneficiary identification, accreditation, processing of permits, and delivery of the service are innovative.

Summary

The creation of the Manpower Skills Training Program (MSTP), initiated by Honorable Josemarie L. Diaz, the then first councilor, is an innovative Technical Vocational project in partnership with TESDA-ISAT and TESDA-Isabela is a six-month course to develop vocational skills on a Saturday class with Out-of-School Youth of the City of Ilagan as primary beneficiaries. The then first councilor of Ilagan, now the City Mayor, Honorable Josemarie L. Diaz initiated MSTP project in 2001 in response to the mandate of Sangguniang Bayan Resolution as provided for in Article 3, Section 447 (5)(xi) of the Local Government Code of 1991 to “establish scholarship fund for poor but deserving students residing within the Municipality in school located within its jurisdiction.” Honorable Daiz, guided by the Chinese saying that giving a fish to an individual is feeding him for a day, but teaching an individual to fish is feeding him for the rest of his life, thus the existence of MSTP, a service-oriented project for 18 years now that continuously influencing Ilagueños from all walks to date as evidenced by the (100) present enrollment among women, TODA, JODA, teachers, senior high students and other sectors.

Background and Problem

The MSTP is designed to increase social participation of citizens through work and skill-oriented literacy education. Specifically, the program aims to:

  • Promote equal opportunity for all by extending education though this scholarship program.
  • Increase the manpower trained in vocational skills preparing them for gainful self-employment and critical industry needs.
  • Provision of worthwhile activity for the intended beneficiaries towards tangible or service-oriented projects in the community.
  • Development of moral values, life self-reliance, self-discipline, and incorporating the virtue of hard work.

Solution and Impact

The partnership of LGU-Ilagan and TESDA spanning the last four years, has produced 4,517 Ilagueño graduates, with NC I, NC II and NC lll holders, not only of OSY but teachers, government employees, women, TODA, JODA, fraternities, junior/senior high schools, bank employees, barangay health workers, barangay officials, day care workers, rescuers, barangay tanods, drug dependent, juvenile offenders or CICLs, organic practitioners and other sectors. The MSTP is an institutionalized program of the City Government by virtue of Resolution No. 092, approved on August 17, 2007. At present, we have an annual budget appropriation of Php 5 Million. To motivate our MSTP scholars, the City Government, aside from shouldering the assessment fees of all scholars, we have the “Hatid-Sundo” program where scholars’ vehicles – barangay elf, tricycles, single motors, jeepneys – are provided with gas/diesel allowances, as well as, food allowances for elf/jeepney drivers. In addition, initial materials for each qualification are also provided like gas for driving, welding rods for welding, liquified petroleum gas for baking et al.

Milestones

Also, as an offshoot of MSTP, we have initiated in 2017, the BASTA-ECD or Barangay Based Skills Training for Functional Literacy Program – Engaging Communities for Development (BASTA-ECD) which caters to those who cannot come to TESDA but instead, TESDA goes to barangays, and/or other agencies concerned. This used to be conducted during weekdays in response to the beneficiaries’ availability. Women/mothers are taught skills on Puto, Kuchinta, Empanada, Siomai, Longganisa, Embutido and Tocino; Basic Life Support Training for TODA, Motorbikers, BDRRMC, and others. MSTP WAS GIVEN Plaque of Recognition (KABALIKAT Award) by TESDA for having equipped the enrollees with life-long learning for green living. Seeing the graduates with life-driven tasks that enabled others to access the same program in realizing the City’s dream that every Ilagueño must be gainfully employed.

Summary

The Library Utilization Monitoring System is a Capstone Project of BSIT students who graduated in the year 2014 and it was implemented in the campus library of ISU San Mateo so that the manual writing of daily attendance in the logbooks upon entering and leaving the library will no longer be used by its clienteles. With this, tallying of attendance of library users will be easily done by inputting only the range dates, attendance of users by course and year will be done easily for the monthly, quarterly, semi-annually and annually report of the librarian.

Background and Problem

Library Utilization in ISU San Mateo is not automated. Students must sign in the logbook. With this, Librarian encountered problems on the manual operations such as: librarian needs to logbook every book that borrowed in the library; it is a burden for the librarian to count the number of books borrowed every month just to do monthly report; additional work for the librarian to monitor the students utilizing the library resources; and it consumes too much time in searching of books if it is loaned out or in the shelves of the library. Handling many students and faculty in the library is a problem, especially to monitor the attendance every time they utilize the library. However, the faculty and students have encountered challenges in the automation of library utilization such as lack of budgets, inadequate ICT facilities, low skills levels of clienteles, lack of commitment by institutional management, and reluctance among clienteles to use ICT.

Solution and Impact

The BSIT 4th year students developed a Library Utilization Monitoring System to automate the time-in and time-out of the students in the library. However, to complete the automation in the Library, the IT faculty of the campus gathered information about the problems encountered in the manual operation of borrowing books and utilizing the library. The IT faculty came up with an idea to develop an Automated Library Utilization Services to fully automate all the transactions in the library of San Mateo campus. He developed the Automated System using Visual Basic 6.0 and MS Access 2003. After the development of the System, he pilot-tested the system for 6 months/1 semester if there are still problems to be developed. After a semester, it was fully implemented in the library in 2014. Additionally, with all the credits received by the Library of San Mateo Campus, it will now be extended to University of La Salette High School.

Milestones

Using the Enhanced Library Monitoring Utilization System and Resources Utilization System, International Standard Organization (ISO) and Commission on Higher Education Region (02) commended and gave positive aspect to the campus library, with this, key officials of the campus are planning to extend the system to the other campuses after it will be copyrighted.

Summary

In line with President Rodrigo Duterte’s marching order to make Filipino lives comfortable, the Department of Transportation continued its “Malasakit” initiative by offering free train rides on MRT-3, LRT-2, and PNR and exempting from paying the Passenger Terminal Fee (PTF) on all PPA-owned and operated seaports and CAAP-owned and operated airports all over the country to all qualified students. Starting July 1, qualified students will receive free rides from the start of railway operations in the morning until afternoon starting July 1, 2019. For MRT-3, students will enjoy the free rides from 5:00 a.m. to 6:30 a.m. and 3:00 p.m. and 4:30 p.m. Free rides for students in LRT-2 will be available from 4:30 a.m. to 6:00 a.m. and 3:30 p.m. to 5:00 p.m. Philippine National Railways offer free rides for students from 5:00 a.m. to 6:00 a.m. and 3:00 p.m. to 4:00 p.m. Last August 1, 2019, the Philippine Ports Authority (PPA) will exempt all students from paying the Passenger Terminal Fee (PTF) in all PPA- owned and operated seaports all over the country. The Civil Aviation Authority of the Philippines (CAAP) started to exempt qualified students from paying airport Terminal Fees which started last August 16, 2019 in all CAAP-owned and operated airports all over the country, respectively.

Background and Problem

The program aims to establish a culture or psyche of ‘punctuality’ to students and will aid in reducing their daily costs and expenses, which could be utilized for other school needs and requirements. Furthermore, the program can also help in decongesting traffic during rush hours, as the students will be encouraged to avail the free rides within scheduled hours.

Solution and Impact

Students get priority in the “Malasakit” initiative of the DOTr as they are assured of free rides on railways while getting exemption from terminal fees at ports and airports. DOTr Secretary Arthur Tugade said the aim of the initiative is to provide students and their parents with respite from expenses in recognition of the important role of education. This follows the directive of President Rodrigo Duterte to emphasize on the education of our children which is the foundation of the growth of any nation. Student beneficiaries include those in:

  • Nursery/Kindergarten Schools
  • Elementary/Primary Schools
  • High Schools
  • Trade, Arts, Technical, Vocational Schools/Training Centers
  • Colleges and Universities (undergraduate studies and courses only)

Students in graduate schools and courses are NOT covered by the Student Free Ride Program. Enrolled students may avail of the program by applying for a Student ID/Pass at the start of every school term/year, school semester, training period that they are enrolled in through online application. To date, the total of students who availed the student free train ride is 433,268. Total transaction count (per line, per month):

  • PNR – July (19,523), August (16,459), September (17,676)
  • MRT3 – July (24,547), August (34,039), September (45,281)
  • LRT2 – July (84,136), August (83,942), September (107,665)

The total number of students who availed the student free passenger terminal fee in CAAP-owned and operated airports is 2,317. The total number of students who availed the student free passenger terminal fee in PPA-owned and operated seaports is 95,513. With education as the heart of this initiative, the immediate impact of this initiative is that the students are encouraged to establish a culture or psyche of ‘punctuality’ within themselves and will help them save more of their daily allowance and allot it instead, to other school requirements. On a long-term, this could help them in finishing their studies to help their families, in terms of financial aspect.

Milestones

The National Youth Commission (NYC) has commended the Department of Transportation for coming up with the Free Train Ride Program for Students. According to NYC Commissioner James Ventura, the laudable move is consistent with the government’s thrust in providing better access to education and other government services necessary for youth development. Lawmakers also cited the Department of Transportation’s implementation of the student train fare exemption as it serves as a financial relief to Filipino families. Quezon City Rep. Alfred Vargas and Marino party-list Rep. Carlo Gonzalez thanked DOTr Secretary Arthur Tugade for implementing the pro-people program, even before the signing into law of the proposed Student Fare Discount Act. As the implementation of the initiative continues, the DOTr is open for suggestions from the riding public as the initiative is set to be reviewed after three months to see what can be further improved.

Summary

Being responsible for and committed to professionalism, development and empowerment of the City Government’s human resource, the City Human Resource Management Office (CHRMO) launched this best practice to address concerns on the negative customer feedback relative to the delivery of our services and to more importantly, improve service delivery. With many departments directly dealing with the public, including the Offices of the City Health, City Civil Registrar, City Treasurer among others, it is imperative that customers who deal with the City Government of Zamboanga are satisfied with the level of service provided to them. This project impacts upon the entire City Government of Zamboanga (CGZ) with its twenty-three (23) offices/departments and about three thousand eight hundred sixty (3,860) employees.

More importantly, with the introduction of this service philosophy, it is the transacting public that benefits the most in terms of more customer-focused services. This project was initiated by Dr. Jane C. Bascar, which started in 2015. It aims at total customer satisfaction through the service philosophy: “Servicio Sincero, Nuay Otro Dia Este Lang.” Since the CHRMO believes there is no better opportunity to “WOW our customers with sincere service than NOW,” each employee is encouraged not to put off till tomorrow what can be done today and to make every encounter a pleasant experience for our customers. “NOW” may be our only chance to create a lasting positive impression on our clients.

Background and Problem

The CHRMO’s Best Practice aims to emphasize and communicate to all CGZ offices the value of providing excellent customer services, elevate the standard of customer service in the CGZ leading to more satisfied customers, and create a more positive impression towards government service among the transacting public. This best practice sprang from the CGZ’s desire to improve service delivery given the generally poor impression of the transacting public relative to government services as a whole. During the Civil Service Commission IX Assessment on ARTA Compliance, the CGZ received some negative/critical feedback from clients such as the lack of care, patience, consideration and urgency when attending to clients. In 2015, the Public Assistance and Complaints Desk (PACD) was operationalized and the “No Noon Break Policy” was also strengthened. A year after, all offices were required to post their Citizen’s Charter and staff were required to wear IDs/Nameplates.

Solution and Impact

The CHRMO seeks to continuously design programs promoting a culture of employee engagement and quality customer service. The biggest motivation to effect a change in employee attitude and perspective on how best to serve customers was the CSC assessment results. Thus, the CHRMO actively promoted its service philosophy of “Servicio Sincero, Nuay Otro Dia Este Lang or “WOW NOW” anchored on the following interventions:

  • Adoption of G.E.T.S. which means, Greet, Maintain Eye Contact, Say Thank you and Smile (Adopted from PNB)
  • Operationalization of the Public Assistance and Complaints Desk (PACD)
  • Constant and continuous Values Orientation and Work Ethics Workshop to city employees
  • Posting of and strict compliance to the Citizens Charter

The sustained and consistent implementation of these interventions aims at instilling the right attitude and values in employees and helping them acquire the desired competencies to give our clients the best service. Improvement in the delivery of basic services will lead to a higher degree of customer satisfaction and will eventually shift public perception on the CGZ to a more positive one, thus building a sense of trust in the CGZ and improving its credibility among its clients.

Milestones

A remarkable result from the implementation of the Best Practice was the positive feedback from CSC Commissioner Atty. Aileen Lourdes Lizada during her surprise inspection in the City Government of Zamboanga last October 4, 2019 to check on the compliance with Civil Service Rules in Government Offices. Commissioner Lizada noted several best practices of the CGZ like the wearing of ID, the Public Assistance and Complaints Desk (PACD) located at the entrance of the City Hall and the presence of an institutionalized HR department. Continuous implementation of these initiatives is a must.