The Development Academy of the Philippines (DAP), through its Productivity and Development Center in cooperation with the Asian Productivity Organization, will host a series of Service Quality Talk webinars to help government agencies and frontliners identify and meet the expectations of citizens and businesses in this time of pandemic.

The webinars are set to run in August and September. It will feature citizen-centered public service excellence expert Dan Batista, Executive Director of the Institute for Citizen-Centered Service in Canada. He will share valuable insights and practical steps to make public service delivery more efficient, whether it be through face-to-face or online contactless transactions to help increase satisfaction of citizens and businesses with the government.

The first webinar titled “Executive Session on Citizen-centered Frontline Public Service Delivery During and Post CoViD-?-19 Pandemic” is scheduled on August 18 (9:00-11:00 A.M.). The session aims to encourage government leaders to strengthen their commitment in promoting citizen-centered approaches for more efficient and quality public service delivery, as well as, accelerate the transformation of the government’s critical services from manual to contactless digital transactions, ushering in an era of agile governance. Target participants include: members of the Government

Quality Management Committee, key officers from the DAP’s oversight agencies, other national government agencies (NGAs), and local government units (LGUs) with frontline services.

The second webinar, “Citizen-centered Frontline Public Service Delivery During and Post CoViD-19 Pandemic,” will be held on September 3 (9:00-11:00 A.M.). It will focus on boosting preparedness of public service agencies and personnel; and, exploring best practices and approaches on service quality adopted by various levels of government in Canada. It will also highlight lessons from the Institute of Citizen-Centred Service’s journey in helping strengthen institutions to deliver whole-of-government frontline services using digital platforms to respond to citizens’ and businesses’ demands and now to the “new normal” state of affairs during the pandemic and also in other crisis situations springing from potential national and global risks. This session will help service managers and frontline staff from NGAs and LGUs, especially those from the social and public health sectors, carry out their duties in these challenging times as they will hear about service quality principles and techniques in this webinar.

The third webinar titled “Employee Engagement for Citizen-Centered and Future—Ready Frontline Public Service Delivery” is scheduled on September 17 (9:00-11:00 AM). It will discuss enhancing the competencies of public servants to become future-ready and agile, as well as, to help ensure business continuity using appropriate tools and resources to easily adapt to current and emerging challenges.

Key officers and staff from NGAs and LGUs who deliver frontline service and manage online and digital platforms are expected to participate in this event.

The webinars are free and open to all government agencies to hear highlights of experiences and challenges faced by public sector organizations in Canada in transitioning from physical to virtual, and the impact of work from home on the productivity of employees. Interested participants may register at: Webinar 1-; Webinar 2-; and, Webinar 3-

The DAP seeks to empower leaders, strengthen institutions, and build the nation through pioneering, value-adding, synergistic ideas, concepts, principles, techniques, and technologies addressing development problems of local, national, and international significance. For more information, visit, email or call 0977-826-3077.