Resource Person Dan Batista (first row, leftmost) and DAP Vice President Arnel Abanto
(last row, second from right) together with some of the participants pose for posterity
during the webinar session titled, “Executive Session on Citizen-centered Frontline Public
Service Delivery During and Post-COVID-19 Pandemic” last August 18.

Executive Director of Canada’s Institute for Citizen-Centred Service Dan Batista, in a webinar with the executives and staff of government agencies, organized by the Development Academy of the Philippines’ (DAP), in cooperation with the Asian Productivity Organization, on Tuesday, 18 August 2020, suggested that “Citizens’ needs become the organizing principle around which public interest is determined and service delivery is planned.” He also shared the various adjustments in service delivery made by different levels of government in Canada to address the current pandemic.

The webinar entitled “Executive Session on Citizen-centered Frontline Public Service Delivery During and Post-COViD-19 Pandemic,” encouraged some 152 officers and staff from 28 government offices and 14 local government units across the country 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.

DAP President and Chief Executive Officer Engelbert Caronan, Jr., in his opening remarks, underscored that the purpose of the webinar series is part of the broader mandate of the Academy to assist the government in its developmental programs. “Today’s session should be able to point directions or crucial considerations for a more rational and a more institutional and not merely an ad hoc response,” added President Caronan encouraging the participants to embed continuous improvement in public service delivery to meet the increasing demands from citizens and businesses especially under the present circumstances.

Resource Person Dan Batista discusses some considerations to get more Canadians to use online services.

Executive Director Batista discussed some of the changes in service delivery made by the Canadian government at this time. For instance, federal, provincial, and municipal governments closed in-person public service centers in various jurisdictions. This step led to an incredible opportunity for governments to innovate and experiment with new ways of operating and delivering services. All levels of government related to the COVID-19 pandemic response have also shown exceptional public messaging coordination with health agencies. This, he said, is significant to ensure that Canadians are getting the most accurate, up-to-date information. “The acceleration of digital government is now taking place,” he declared.

Mr. Batista also pointed-out that as the COVID-19 pandemic makes the public more aware of the expected role of the government in their lives and its capacity to respond, it is imperative for citizens’ expectations to serve as a foundation for designing service delivery. Developing Service Quality Standards for public services will define the level of which the perceived citizens’ expectations of the service is compared with the perceived performance received by the citizens. Eventually, identifying a set of criteria and assessment indicators from the point of view of the citizens will drive appropriate and innovative methods for a certain government service and lead to performance excellence and citizen satisfaction.

DAP Vice President Arnel Abanto reminded the participants to recognize the value of listening to the voice of citizens. “Let’s strive to find ways to make our service delivery truly responsive to their needs and requirements,” he said.

Meanwhile, the session serves as the first of a series of the 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 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.). Interested participants may register at: Webinar 2- .

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. Its Productivity and Development Center caters to technical assistance on productivity and quality improvement. For more information, visit, email or call 0977- 826 – 3077.