Digital dashboard system to improve public service

CEBU, Philippines — The Cebu Provincial Government is pushing for a more efficient and transparent delivery of assistance and public services through a digital dashboard system that aims to significantly cut processing time and improve monitoring.

Assistant provincial administrator Aldwin Empaces said the initiative is part of a broader digital transformation effort, not limited to the Assistance to Individuals in Crisis Situation (AICS) program, but covering multiple frontline services of the Capitol.

“Actually, di ra siya limited to AICS but all services program naghimo nami’g dashboard,” Empaces said, noting that the system is designed to track requests from submission to release.

The dashboard, developed by the Provincial Planning and Development Office, allows real-time monitoring of requests, including infrastructure concerns, financial assistance, and barangay-related services.

Empaces explained that AICS was prioritized in the rollout due to the volume of requests received, particularly for medical and burial assistance.

“So ang AICS is one of the most common… based sa set up before modugay gud siya… maabot gud og one to six weeks,” he said.

Under the new system, however, processing time has been reduced to around 20 days or less than a month, provided all requirements are complete and departments act within the prescribed timeline.

“Based on the dashboard… mo-abot siya’g 20 days… as long as lang na all departments are in place,” Empaces added.

The digital platform flags delays automatically, identifying bottlenecks in the process. Requests that exceed the allotted processing time in a specific office are marked for immediate action.

“Kung naa’y request… nilapas na siya og four days… mo red flag nana siya,” he said, emphasizing that accountability is built into the system.

Each department involved in the process --including the Provincial Social Welfare and Development Office, accounting, and treasury-- has designated personnel responsible for handling and forwarding requests.

Previously, Empaces said the absence of a clear system and assigned focal persons contributed to prolonged processing times, with some requests taking up to three months.

“Nakit-an usahay maabot g’yud siya’g mga three months… kay wala man gyuy focus, walay assign person per offices,” he said.

The province also addressed gaps in coordination by conducting trainings for barangay officials, particularly on documentation and liquidation, to ensure faster processing once requests reach the Capitol.

“So kung mo-ari mo diri… deretso-deretso nalang gud ang process,” Empaces said.

Aside from AICS, the system also covers infrastructure monitoring and barangay services, with plans to expand further, including the digitalization of Real Property Tax payments by June.

Empaces said the system will also improve transparency and performance evaluation among government offices, especially in relation to incentives and bonuses.

“Makita ang performance monitoring… if naay cause of delay makita nimo kinsay cause of delay,” he said, adding that such data will guide decisions on performance-based incentives.

The provincial government has allocated ?250 million for AICS this year, addressing previous concerns of low fund utilization despite high demand for assistance.

“Even the past administration naay allocation pero hinay kaayo ang utilization… di gud maabot og 50%,” Empaces said.

He stressed that while the government aims to speed up services, it remains bound by Commission on Audit (COA) rules, which require proper documentation and verification before releasing assistance.

“Dili ka basta-basta mohatag og assistance… we’re bounded by COA rules,” he said.

The system is currently undergoing phased implementation, with full digital activation expected once the rollout is completed.

Empaces said the initiative is also meant to institutionalize reforms in service delivery, ensuring continuity even beyond the current administration.

“This is an institutional system improvement… whoever will be next kahibaw na g’yud siya unsay system,” he said.

With the dashboard in place, the administration of Governor Pamela Baricuatro envision more predictable timelines, improved efficiency, and better service experience for constituents seeking government assistance. — Sandara Laurente, CTU-Tuburan intern/BRP (FREEMAN)