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GROUP ACTIVITY (Pantomime Role Playing)

Group activity involving role playing to act out old vs new public healthcare services. Each group gets 5 minutes to plan and 10 minutes to perform. One member from each group will summarize after. The document then discusses definitions of public services, importance of service delivery, types of service delivery models, challenges to service delivery, use of ICT to improve services, improving services through citizen engagement, and strategies to improve service delivery like quality management and training. It concludes the Public Service Act needs amendment to define public utilities to allow more competition and improved basic services.

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Jewel Alayon Condino
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72 views23 pages

GROUP ACTIVITY (Pantomime Role Playing)

Group activity involving role playing to act out old vs new public healthcare services. Each group gets 5 minutes to plan and 10 minutes to perform. One member from each group will summarize after. The document then discusses definitions of public services, importance of service delivery, types of service delivery models, challenges to service delivery, use of ICT to improve services, improving services through citizen engagement, and strategies to improve service delivery like quality management and training. It concludes the Public Service Act needs amendment to define public utilities to allow more competition and improved basic services.

Uploaded by

Jewel Alayon Condino
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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GROUP ACTIVITY (Pantomime Role Playing)

• Composed of 2 Groups
• Each group to be given 5 minutes to conceptualize and 10 minutes for
the role playing
• To act on one of the basic services provided by the government (i.e
healthcare)
• One group to act the old public service
• One group to act the advanced new public service
• At the end of each presentation, one member per group to
summarize their activity
SERVICE DELIVERY
PRESENTATION OUTLINE

Definition of Public service Current state of Types or Using ICT to Improving Conclusion
Service and delivery as public service Modes of improve public Public Service
Public Service function of Service service (ADB) through
Public Affairs Delivery empowerment
(Osborne, (Brown, 2008) (ADB) citizen’s
2009) - Direct service engagement
delivery
- Contract service
delivery
- Joint service
delivery
What are Services?
• services are not physical resources but transactions exchanged for
money, comprising of the exchange of specialized skills and
knowledge Stauss (2005)
• services as intangible activities performed by machines or persons or
both for the purposes of creating value perceptions among customers
Rao (2005)
• service concept as the way in which an organization would like to
have its services perceived by its customers, employees, shareholders
and lenders, i.e. the organization’s business proposition (Goldstein,
Johnston, Duffy and Rao (2002))
Why is service delivery
important?

Delivering services of high quality


is an important pursuit
for service providers that seek to
create and provide value to their
customers (Grönroos and Ravald,
2011).
Types of Services
OECD (2010) categories services as private services, public services and
collective or joint service
Public services:
• all services provided by the government directly or indirectly (services where
the government has a significant influence)
• do not operate for financial profit or require immediate payment for goods or
services prior to delivery.
Private services:

Collective or joint services


•
What is Public
Service?
• It is a service whose purpose
is to serve all members of the
community, usually provided
by the government to people
living within its jurisdiction.
• It is the mechanism through
which public services are
delivered to the public by
local, municipal, or federal
governments.
• services that a society
requires to maintain and
improve its welfare as a
government’s responsibility.
Why are public services important?

Public services extend opportunities, protect the vulnerable, and


improve everyone's quality of life. They are essential to our economic
development and prosperity. They strengthen our communities and
bind us together as a society.
BASIC PUBLIC
SERVICES

These basic services are being used by each citizen to


live and earn a living.

ELECTRICITY

WATER

TRANSPORTATION

TELECOMMUNICATIONS
What are public service rules?

Public service rules refer to a set of laws guiding the conduct


of public servants for the effective and efficient performance of their
jobs. Included in the public service rules are conditions
of service for public servants (Okonkwo, 2008)
Commonwealth Act No. 146: The
Public Service law

• “Public Service Act,” which is the primary law, after the Philippine
Constitution, that governs public services in the Philippines.
• An act to reorganize the public service commission, prescribe its
powers and duties, define and regulate public services, provide and
fix the rates and quota of expenses to be paid by the same and for
other purposes.
COMMONWEALTH ACT NO. 146

To this day, public services are still governed by an outdated law.

The Public Service It is an 83-year old Many of its sections


Act is outdated. have been expressly or
law that has been impliedly repeated,
Enacted during the amended several including the Public
Commonwealth times Service Commission
period in 1936 under PD No.1, 1972
State of public services

There is dissatisfaction with these services which are characterized by:

ELECTRICITY

WATER

POOR TRANSPORTATION HIGH


QUALITY PRICE
TELECOMMUNICATIONS
Main reason of dissatisfaction

• Currently, there are only a few local players leading to a lack of


competition in the market

• This lack of competition is caused by the ambiguity in the definition


of public utility that is used interchangeably with public service under
the Public Service Act that serves as a major barrier to foreign entry
and investment
Ambiguity in the definition

• Caused by 1987 Constitution that restricts the operation of a public utility to


filipinos only (Sec. 11, Art. XII)
• However, There is no statutory definition of public utility. There is a Public
Service Act, but only defines a public service (Sec 13b), Commonwelath Act No.
146, and not a public utility.
• Hence, Public utilities and public services have often been used interchangeably.
This means that all basic services with the semblance of public utilities or public
services are instinctively subjected to the same restriction in the Constitution.
What is Service Delivery
Models?
• It guides the support that is delivered to a
person and how it is delivered, by providing a
set of principles, aims, operational guidelines
and outcomes
• Provide a philosophical base for how services
are delivered and include the approach taken
to deliver support
• Approaches to service delivery models needs
to:
• Provide easy access to services for those
who need them
• Encourage people to seek and continue
with the support they need
• Be effective and efficient
• Be of value to the community
Types or Modes of Service Delivery

People-centered
places the person at the centre of
their own care; by knowing a
person well, their specific care
needs can be better understood
and provided for Needs-based
estimates the support services required
to meet the needs of a community or
population; this information is then
Holistic used to determine what is needed to
deliver these services
focuses on the whole person
through a mind-body-spirit-
emotion-environment approach
to care and support
Goal-centered
focuses on the person’s
needs and goals
Major challenges that hindered service
delivery (Moores, 2006):

•Lack of strategic awareness


•Lack of capacity
•Poor performance monitoring
•Poor coordination processes
ICT to improve public improve the
asymmetry in access
service to information and
thereof better
bridge in improving manage the
delivery services to the principal–agent
poor by improving problem (Gurubaxani
efficiency, accountability, and Whang 1991)
transparency and bribes
reduction in the delivery
of services of the
government and other
institutions.

expands access to create “a digitally


markets and empowered and
integrated government
suppliers through that provides
responsive and
electronic transparent online
publishing citizen-centered
services for a globally
Improving Public Service through
empowerment citizen’s engagement
• Government that is run in partnership with all stakeholders and focuses on
promoting the advancement of the private sector thru well-managed
policies and regulatory environment
• Use of public values, institutions and service market contractinegcan
improve public service (Jooste, 2008)
• Complex combination of strategies is needed to ensure willingness to
deliver quality services and to stay motivated
• Customer-oriented and service minded ways
• Continuous motivation of employees to be customer-oriented
• Hire and develop right people to deliver service quality
• Provide the needed support system
• Retain the best people
Major strategies for improving service
delivery (ECA, 2003)

• total quality management


• organizational strategic management
• training and development
• Lean Six Sigma strategy.
CONCLUSION

The Public Service Act must be amended to define public utilities


effectively allowing for greater competition in more areas of basic
services for IMPROVED QUALITY OF SERVICES and LOWER PRICES to:
1) make the Philippine economy competitive; and
2) improve the quality of life in the Philippines.
• The communities of Dennery North, a town on the east coast of Saint Lucia, have been affected by poor quality water, impacting residents
health and living conditions. To improve water quality, UNOPS implemented Phase One of the Dennery North Water Supply Project on behalf
of the Government of Saint Lucia, with funding from the Government of Mexico. The project, implemented in collaboration with the Water
and Sewage Company of Saint Lucia will benefit approximately 8,000 people.

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