InnLab QC, the innovation team of the Local Government of Quezon City (LGQC), came up with the Employee Development Portal as the team’s innovation project. This came from InnLab QC’s eagerness to improve the Human Resource Development (HRD) programs to build a capable and responsive workforce for better public service. Through the conducted employee and client surveys, the InnLab QC was able to identify issues perceived by both employees and clients. Fast delivery of service topped the list of client issues but the team has come to an agreement to prioritize the second in the list which is competency of employees. The team, then, proposed ideas that were later made as features of the Employee Development Portal.  The project aims to develop a holistic HRD approach, enrich the training program and improve employee awareness on available training. Therefore, training needs shall be identified based on client feedback leading to inclusion of behavioral training in HRD program; training programs shall be conducted by the LGQC consultants, civic organizations, and other government agencies requiring minimum funding; and, the employee development portal shall have features such as an HRD message board for announcements, training requirements, training calendar, downloadable training materials, and employee feedback among others.


The InnLab QC Team was tasked to gather data through various means such as interview, survey, literature review and research to examine the context of the issue and analyze the situation. The team was provided with technical assistance in crafting effectively written questionnaires and survey forms to ensure gathering of helpful information. Specifically, the team conducted interviews and surveys for the HR Office Personnel, Administrative Officers, the employees and clients. Based on the results of the survey, priority issues of the LGQC clients may be addressed when competencies of the employees are enhanced. Thus, the team focused on what the main issues of the employees are in terms of the HR development program of the office. InnLab QC Team identified the following insights:

  1. Frontliners are the ones lacking training – in their communication skills, information dissemination, efficiency and in handling complaints and complainants
  2. There was a question of how the management would allocate their fund to increase training awareness. Prioritization of behavioral training was highlighted.
  3. They wanted to conduct unfunded trainings especially for frontliners
  4. They also wanted to train the contractual employees despite the mandate of Civil Service – one even suggested to make it LGQC’s policy
  5. There is a need for training for those who are recently hired but are not budgeted for training the year prior
  6. Some employees, like Security Guards, may misinform the clients because they do not undergo training or necessary orientation needed by clients
  7. Maximize the gains from training because, as the respondents of the survey said, the effectiveness of training provided by the City Government is high
  8. Transparency such that information must be disseminated to all – they had an issue on conducting trainings that not everyone knew until one of their colleagues was sent to represent their office
  9. There is job mismatch

In summary, the team came up with the three (3) themes:

  1. Improving employee competency on communication and handling complaints and complainants
  2. Providing additional training outside the annual budget
  3. Ensuring transparent HR development program (availability, budget allocation and participant prioritization)

Innovation Project

InnLab QC Team came up with the project Employee Development Portal. InnLab QC shall develop training programs that utilizes low cost of expertise and they shall upload it in the portal. The portal would be made available via LAN and internet with a guest mode feature. Other features of the project are as follows:

  1. Account registration shall be done through the Personal Data Sheets to ensure all employees are encoded in the portal’s database
  2. To ensure transparency, there will be a Human Resource Development message board for posting of updates and announcements
  1. Training calendar shall be posted for everyone’s access
  2. Training requirements shall be listed
  3. Training materials shall be shared and will be downloadable
  4. Employee feedback to monitor and evaluate the processes
  5. Admin Officers Forum aimed to further develop the portal and contents in it

Among the alternative solutions is the Employee Development Technical Working Group, composed of Administrative Officers, who shall be in-charged of the development and management of the portal. It shall have the following responsibilities:

  1. Come up with improved policies and guidelines
  2. Develop HRD plans and programs for implementation
  3. Determine the training programs to be conducted city-wide
  4. Work on budget preparation and proposal
  5. Conduct the Competency/ Training Needs Assessment, and review client feedback in determining training needs
  6. Determine and implement improvement actions such as orientation of newly-hired employees and posting of directional signs during conduct of training
  7. Identify behavioral training programs, such as customer service skills, by inviting experts from SUCs, NGOs and internal consultants

The innovation project would also institutionalize the following:

  1. Advance posting of training schedules, i.e., implement a policy requiring advance posting of training schedules
  2. Non-Technical Training for QC Employees

Project Success Measures

  1. Number of participants/ departments trained
  2. Percent increase in training awareness (target is 100%)
  3. Number of training programs conducted
  4. Percent decrease in customer complaints
  5. Percent increase in training effectiveness rating
  6. Employee Development TWG (composed of AO’s and HR Office)
  7. Pre-assessment and Post-assessment for Participants