Responsive public service
Credit to Author: Tempo Desk| Date: Mon, 08 Jul 2019 18:00:36 +0000
OPTIMIZING the use of information and communications technologies and rationalizing systems and processes can make public service truly responsive to the needs of the public. Government agencies can learn a lot from the Department of Foreign Affairs (DFA) given its initiatives for people-friendly and continuously improving consular services.
Government services should inherently be “people-friendly” because in a democracy, the power wielded and resources used by government are owned by the people. Government actions should really be directed to serve the interests of the people. A government that is “unfriendly” to the people has no business existing in the first place.
The recently adopted policy of the Department of Foreign Affairs not to require birth certificate for passport renewal is clearly reflective of its role of doing what is in the interest of the Filipino people.
Why require a birth certificate for passport renewal when the same document was already required when a person was first issued a passport? Available information and communications technologies can easily provide the DFA reference for the identity of a person applying for a passport.
In fact, if our government agencies will act as “one,” even first-time passport applicants should not be required to submit a birth certificate. The database of the Philippine Statistics Authority (PSA) should be made accessible to DFA so that the latter can ascertain the identity of the passport applicant.
The policy of DFA on passport renewal reflects a rationalized system for its consular services. Rationalization here refers to having sensible reasons for every task or requirement in the production and delivery of public services.
The online passport application and renewal appointment system of DFA is also a good example of responsive public service of the said agency. Given the currently available information and communications technologies, applicants no longer have to endure long queues. The system also shortened the application process as technology was also used for the encoding of the needed personal information of applicants.
Indeed responsiveness of government services can be enhanced using information and communications technologies. However, this will only happen if government agencies are truly committed to serve the public interest. If they are, improvements in government systems and processes should be continuous.
DFA is one agency that appears to be committed in continuously improving its services. Recently, the DFA also announced that online payment of passport applications will soon be available. This is an improvement to the current system of having passport application fees paid in commercial establishments like remittance centers.
We hope to experience more developments or improvements in public services not only from DFA but from all agencies of our government.