However, before establishing a shared service unit, a company must put ERP, document scanning solution, workflow, self-service system, and analytics-metrics in place, added Alipao.
The final inhibitor was the employees. Alipao said that previously, the staffs were always in catch-up mode and busy with non-value adding activities. Since her current team is down to 12 people - from 21 when she first joined - Alipao now relies on automation and outsourcing. "What makes it possible is ensuring that everything is automated, and that you give a lot of responsibility to your user. You also have to define the core competencies that you want to keep, and outsource the non-core competencies," she said.
"The DX journey is not easy. We need to constantly improve, experiment, and innovate. By reviewing and measuring results, the goal is definitely achievable," concluded Alipao.
Creating a common government information platform
In the Department of Science and Technology (DOST), the E-Government Master Plan (EGMP) is the primary guiding document for the agency's DX.
The plan aims for a digitally empowered and integrated government that provides online citizen-centred services for Filipinos. According to Bani Lara from the network operation group of iGovPhil-an initiative of DOST-ICTO-they have been trying to achieve system integration since 2012.
Lara said that there are three components on infrastructure that they have been trying to harmonise in the past four years. This includes GovNet, National Government Data Centre (NGDC), and the GovCloud.
"In terms of infrastructure, the most basic part is a network lane from one government agency to another, or a government agency to another collaborator [such as] state university, ISP or the citizen. So we've got a considerable amount of budget to place fibre optic cables all throughout Metro Manila and the second phase is Metro Cebu," said Lara. The fibre optic cables, which connect government agencies to a data centre, will help improve the communication process of government officials, and at the same time deliver a faster service to the Filipinos.
On the data centre side, Lara said: "We have constructed a data centre in Quezon City. As for the data centres in Makati and Cebu, they are now in the sixth phase; and we are also working on a data centre in Subic."
"In terms of the servers, we are working on a GovCloud project, which is a hybrid on-premise cloud, and also a cloud that can grow in different providers," explained Lara.
DOST is also building a Government Common Platform (GCP), which classifies government agencies into collaborative groups based on the types of data and information they handle. Through the platform, each collaborative group gets to pool only the data it needs for sharing or exchanging, thus eliminating data that are not necessary to its services or functions.
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