The Development Academy of the Philippines (DAP) trained 43 participants during the Designing Citizen-Centered Public Services workshops held from 25 to 29 July 2022. Participants came from the following ten agencies:
- Department of Education (DepEd) – Quezon Province
- DepEd – Calamba
- DepEd – Mandaluyong City
- Department of Science and Technology Region VI (DOST VI),
- Cooperative Development Authority Region IV-A (CDA IV-A)
- Subic Bay Metropolitan Authority (SBMA)
- Lung Center of the Philippines
- Southern Philippines Medical Center
- West Visayas State University
- Cagayan State University.
Ms. Beatrice Francesca A. Orante, Associate Project Officer from the DAP Center of Excellence on Public Sector Productivity, instructed the participants in the use of a structured and human-centered process for analyzing service issues and designing solutions. She also guided them through a series of workshops where they applied their learnings while developing service improvements.
At the end of the sessions, the ten agencies produced proposals and action plans that they will implement after the workshops. They will carry out these tests with additional coaching and project incubation activities from the DAP before presenting their progress in November.
Putting citizens at the center of innovation
The workshops and activities also introduced a more citizen-centered approach to service delivery and productivity. They drew from clients’ pain points and emotions to identify issues and opportunities. They also designed solutions and implementation strategies that considered desirability and overall alignment with stakeholders’ expectations, interests, and needs. Lastly, they ran tests with their target users to gather feedback they could use to improve their projects.
Lectures provided additional context as to the principles of citizen-centered service design and how they factor into the tools and activities and the innovation process as a whole. The discussions also featured exemplary services from the Philippines and other countries and the experiences of past participants.