Subsidized QMS Technical Assistance for Priority Agencies

Measures of competitiveness show unsatisfactory levels of public sector inefficiencies such that the Philippines lag behind in labor market efficiency, innovation, and in the Transparency International Corruption Perception Index relative to its neighbor countries. Thus, there have been significant efforts in turning the focus to quality service delivery. The Government Quality Management Program (GQMP) strives to promote and enhance quality service delivery focusing on public sector performance through the adoption of ISO 9001:2015 Quality Management System (QMS) in all institutions of the government with the objective of enhancing customer satisfaction.

Through QMS, institutions are expected to improve in terms of reaching goals or targets, customer satisfaction, and documentation. It may even embed a customer-focus organizational culture where satisfaction levels of citizens are in high regard. Ideally, all agencies’ QMS are ISO 9001:2015 certified; however, not all institutions have the financial capacity to support the QMS establishment and/or certification.

Responding to the call for organizational excellence, twelve (12) government organizations, dubbed as the “first wave of GEC participating government organizations”, have enlisted to the GEC Program in 2015. The City Government of Tanauan, City Government of Victorias, Department of Interior and Local Government – Central Office (CO), Department of Labor and Employment – Regional Office (RO) III, Department of Social Welfare and Development – CO, Department of Trade and Industry – RO II, Local Government of Carmona, Philippine Heart Center, Philippine Overseas Employment Administration, Schools Division of Santiago City, Department of Education, Subic Bay Metropolitan Authority, and University of the Philippines Diliman were recognized and awarded with plaques of recognition for their participation in the GEC Program during the 1st International Conference on Productivity and Innovation in November 2015 at Novotel Manila, Araneta Center, Quezon City. To date, the aforementioned organizations were already done with their self-assessment.

In pursuit of the GQMP's goal to strengthen institutional capacities of public sector organizations in delivering citizen-focused public service, the Government Quality Management Committee has authorized the GQMP to implement Awareness and Capability Building and Technical Assistance to priority agencies for the development of their QMS certifiable to ISO 9001:2015. To get certified, these agencies will receive subsidized technical assistance. Thus, they will have to undergo a series of thorough and essential steps, including the Process Walkthrough, Orientation on ISO 9001:2015 QMS, Training Course on ISO 9001:2015 QMS Requirements and Documentation, Workshop on Process Mapping and Risk-Based Quality Planning, Workshop on QMS Documentation, Technical Guidance on Review and Enhancement of Operational Controls and Procedures, Basic Course on Productivity and Quality Improvement Approaches, Technical Guidance on QMS Implementation, Training Course on Auditing QMS, Technical Guidance on Management Review, and Readiness Assessment.

The GQMP has set a criterion in identifying the target agencies to be given subsidies in QMS technical assistance. Target priority agencies are based on the importance of their services to the business sector and to the general citizens. The identified priority agencies, generally, are those whose services are more involved in dealing with the general public, i.e. agencies with major frontline services. Selected agencies undergo a process; initially, would be invited to a briefing session which discusses QMS and the subsidy’s terms of reference. Post-discussion, the institutions are to express their interest for funding availment. Preceding contracting, the GQMP will then identify the scope and type of intervention that is suited for the institution as the target institutions then implement the interventions as agreed upon.

Once agencies’ QMS are certifiable to ISO 9001:2015, the GQMP sees hope in realizing its goal of enhancing quality service delivery in all institutions of the government – one agency at a time.