by Honeylet E. Dumoran
The Training and Development Section (TDS) of the Human Resource and Management Division, with the support of the Office of the Vice Chancellor for Administration and Finance, is hosting a series of trainings and seminar-workshops on the Public Service Excellence Program (PSEP). The latest of these, a seminar-workshop on Service Vision & Service Values (SV-SV), was held on July 27-28, 2011 at the College of Nursing Hall.
Fifty participants representing the Office of the Chancellor, the various academic and non-academic units of the OVCAA, and the offices under OVCRE and OVCPD attended.
The seminar-workshop’s main output was the crafting of a service vision aligned with that of the Institute for the offices to set realistic goals.
Senior PSEP Consultant Engineer Rene Bokingo emphasized that an employee’s sense of ownership of his office’s service vision is essential to his performance. “This makes us feel that our goals are achievable and that our contribution, no matter how small, is essential,” he reminded the small pool of facilitators.
The Program aims to improve the quality of the services rendered by the various offices in IIT through an examination of the existing structure of customer-service provider relations. It introduces a fresh perspective at dealing with customers and at attending to their needs. Composed of five modules, the first one — Basic Customer Service Skills (BCSS) — was conducted last month. The series will culminate on December this year.
The offices under OVCAF have been trained under the PSEP last year, and tangible and relevant changes have been noted to take place in the various divisions.
Notable changes have been observed. “Transactions are quicker now. A request made in the morning could be delivered in the afternoon of the same day,” commented a faculty member about requests made to the HRMD.
Moreover, besides the prompt delivery of services, relationships among members of the same office and among different offices have greatly improved.
The PSEP is a project supported by Chancellor Sukarno D. Tanggol and HRMD head Dr. David N. Almarez. The seminar-workshop is organized by VCAF Polaus M. Bari with a team composed of the TDS head Hadji Ismael D. Alango, and a pool of facilitators and support personnel from the offices under OVCAF. The team is directed by PSEP Senior Consultant Engr. Rene Bokingo and OVCAF Senior Technical Assistant, Prof. Jo Bokingo.