NU12 #3: Metric based government PI - by Ermel Retuta

NU12 # 3  - Metric Based Government

Submitted by Ermel Retuta

MBA – MM, SPENTREP

September 20, 2013

A Metric-based Government

We are now on the era where everyone is thriving to cut cost and increase efficiency through taking advantage and exploiting today's technology. While there are many things that can be improved and automated, most still lies on the old brick and mortar approach in doing businesses and transactions.

It took me two days to finish a business transaction with Social Security System (SSS). Long lines on queue, manual process of writing and documenting, different counters or stations for a single task, staff that are chatting, are just some of the things that I observed that caused me a delay of two days before I complete my transaction with the said agency.

I'm not comfortable to see that while we see improvement on the majority of private businesses in the metro, like automation, computerization and online transactions, our government offices still lag behind.

Inside the offices are tables with a pile of papers and documents on top, and this is just a common sight. Where are the computers? Aren't they classified as income generating institutions?

I would recommend that all government agencies especially those that are providing service employ a metric based system in fulfilling its task. They need to analyze and study their overall performance not only on their financial targets but also on how they render or deliver their services. If one would compare how they are five years ago and where they are now, it would seem that nothing changes.

I'm not sure if there's someone from the group analyzing or even measuring the kind of service they are providing. If there is, then what are they doing as they see the challenges?

We need to employ a system where everything and everyone is measured by output and customer satisfaction. A metric-based system should improve service and enhance performance and productivity among its employees. This should lessen customer frustration and have a positive impact on how the people see the government.

This is easy said than done as most organization are resistant to change including government offices. This would involve leadership intervention and a will to implement the changes.

I'm looking forward for a better Philippines starting with the quality of service our government is providing. 3