BAFS’ Road to Service Quality Innovations during Pandemic

BAFS’ Road to Service Quality Innovations during Pandemic

February 21, 2022. Despite the Covid-19 pandemic’s resurgence and restrictions in place, thirty (30) employees from the Bureau of Agriculture and Fisheries Standards (BAFS) honed their innovation, creativity, and facilitation skills through a series of workshops culminated by the Development Academy of the Philippines (DAP). The series of workshops was composed of 1) Masterclass in Service Quality Innovation (SQI) conducted on November 5, 2022; 2) Facilitator’s Course on SQI, a twenty (20) hour course held on January 17-21, 2022; and 3) a fifteen (15) hour Workshop on Establishing SQI Program facilitated on February 2-4, 2022.

With this technical assistance, the BAFS’ pool of innovation facilitators learned techniques for conceptualizing, developing, and implementing innovation projects through the co-creation process. In return, BAFS will launch its innovation project within six (6) months.

Mr. Adrian Ramirez of DAP said, “this is a good opportunity for the BAFS and the participants to develop their capabilities in the co-creation process and service quality improvements to living on the stakeholders’ expectations as a government agency.”

“It’s all about customer satisfaction… service quality is defined as to how well the delivered service matches consumer expectations… Hindi lang yung nadeliver natin yung service [pero] kung nadeliver natin yung expectations nila [consumers/stakeholders]”, Mr. Ramirez expounded.

The series of workshops were capped off with fun-filled practicum exercises and used interactive tools such as Miro Board in which the participants were able to show their various skills. At the end of each workshop, participants were equipped with knowledge and skills to be service quality innovators. The workshop on innovation Project Incubation will be the last technical assistance provided by DAP to be conducted in March. The DAP will guide the Bureau is launching its first innovation project crafted through a co-creation process.

In 2021, the Development Academy of the Philippines (DAP) identified BAFS as one of the agency recipients of their technical assistance on Service Quality Innovation (SQI).  SQI is DAP’s Government Quality Management Program (GQMP), aiming to capacitate government offices to consistently innovate services and processes through co-creation.

The Bureau’s dedication to process and service innovation is consistent with the implementation of its Quality Management System (QMS). ###