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Republic of the Philippines

Bicol University
Graduate School
Jesse M. Robredo Institute of Governance and Development
ISO 9001:2008
Certificate No.
Legazpi City
TUV 100-05-1782




My Reflection on Philippine Public Service Delivery

In a recent statement, the head of the National Economic Development Authority

(NEDA) stressed the importance of science, technology and innovation in enhancing public
service delivery. “For us in the public service, there is much to be done in terms of fully
utilizing data analytics,” NEDA chief Ernesto Pernia said. His statement manifests the
growing trend towards-governance of the 21st century.

As a developing country, transitioning towards digitalized public services is difficult

as well as costly. But efforts by individual government units prove that such modernization
is effective. The e-governance initiatives of Naga City under the leadership of then Mayor
Jesse M. Robredo is one such example. The city utilized internet and mobile technology to
disseminate information, receive complaints, and provide public services in general. This
project is not only an application of new technology but also an innovative practice of good
governance. It expanded public involvement and participation in a much greater scale than
what an ordinary public forum could ever provide. Naga’s ICT project are among the best
practices that should be replicated across other local government units and agencies.
Indeed, some agencies are already taking steps to modernize their operations in order to
ease transactions and hence maximize clientele satisfaction.

Bicol University, for instance, utilized ICT to enable online enrollment for students
along with other university services. Another notable example is being adopted by the
National Bureau of Investigation (NBI) and the Philippine Statistics Authority (PSA) in their
online applications and requests for clearances and documents that would make ‘falling in
line’ seems part of the past. In all these innovations, it is undeniable that there are still
problems and discrepancies and such technology is useless if not imbued with good
intentions. In short, it still depends on the implementers. Even so, the benefits and products
of the 4th industrial revolution are forever changing the way our government serves the
general public.

Essentially, the adoption of new technology is key in mitigating the endemic

problems of red tape that could significantly decrease the tendency for corruption. These
developments are encouraging as a good sign of progress on the Philippine Public Service
Delivery along the growing challenges to our democratic institutions and the increasing
complexities of modern society.