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Manila Bulletin devider Philippines devider National devider DSWD continues to digitize frontline services to shorten queues, improve access

DSWD continues to digitize frontline services to shorten queues, improve access

Published Jul 13, 2025 01:14 pm
The Department of Social Welfare and Development (DSWD) said it is ramping up efforts to digitize its frontline services to help Filipinos save time, avoid long lines, and prevent loss of income caused by having to take time off work to access assistance.
“If they spend the whole day queuing to get services, there's an opportunity cost. They have to be absent from work, and some are paid daily. That means lost income. If we have digital services and clients can use technology, they can access services at their own convenience,” Assistant Secretary for Information and Communications Technology and Chief Information Officer Johannes Paulus Acuna explained in Filipino in a DZMM interview on July 12.
“Transitioning to online platforms means the public need not be absent from work and other productive activities to avail of the services,” he added.
Despite these efforts, many of the department’s frontline services still require manual processing and physical presence.
To address this, DSWD has launched several new online platforms this year, including the Harmonized Electronic License and Permit System, the Minors Traveling Abroad Online System, and the Kaagapay Donations Portal.
Acuna said these services became operational in February and have since received positive feedback from users.
In particular, Acuna highlighted the role of social workers in ensuring the safety and integrity of online systems.
For instance, the MTA online system, which issues travel permits for minors going abroad, still includes a mandatory interview with a social worker to guard against potential trafficking.
He said the platform has changed to make it more convenient for the applicant, but the stringent assessment still remains.
The DSWD said it is also developing digital versions of other core services and systems, such as the Dynamic Social Registry System, Social Pension System, Solo Parent System, Assistance to Individuals in Crisis Situation Online System, PhilSys E-Verify Tool, reengineered 4Ps Information System, and an upgraded and interactive DSWD website.
One of the newest platforms in development is a unified ID system for persons with disabilities, in partnership with the National Council on Disability Affairs, to address the proliferation of fake IDs.
Acknowledging that not all clients are tech-savvy, Acuna said DSWD is actively seeking input and collaboration from various sectors to make the transition more inclusive and effective.
The department has officially opened a call for proposals from government agencies, private sector partners, startups, academic institutions, non-government organizations, and non-profit organizations to collaborate on its digital transformation roadmap.

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