The systems that shape our lives

My husband went back and forth between two towns so the repeated registry number of our marriage could be rectified. He found out about this error on the very day when he lined up in the civil registry office to claim the certificate. While he was trying to fix it, I was calling the published number of the government agency that took more than an hour to answer so I could help him in my own little way. At the end of it all, our next worry was if he would be stuck in traffic on his way home.

The point is, Filipinos are constantly worrying about something. Ours is actually just the tip of the iceberg. If the newly married couple does not have the jobs that we have that give us the time to travel, call, and pay fares, then it might probably take years before they could get their marriage certificate, a requirement to get a new ID (if a woman chose to change her last name), which also requires another ID that requires another ID.

The point is, Filipinos are constantly having a hard time fulfilling the requirements of government agencies. This hard time is not merely caused by transportation or financial problems. It’s the processes and requirements that could be digitalized that are taking a toll on us. The long lines, the on-the-spot report that you need to tell another government institution that there’s a mistake, the IDs and plate numbers delayed for years, and the lack of accessible printing and photocopy machines, are all part of negligent public service.

“Negligent” is even a euphemism.

We are now living in a technological world, but the Philippines, especially the bureaucracy, seems to deliberately stay in the paper-driven world. Of course, I recognize the PSA Serbilis, DFA Online Appointment, and SSS portal, among others, but Filipinos need more. A website and a paperless transaction are not enough for digital transformation.

We need to explore the establishment of a cloud database wherein all government agencies could access the certificates, IDs, employment, and retirement records of Filipinos. This makes it efficient for the government to track taxes, process employment transfers, issue certifications and IDs, and provide targeted social assistance, among others. Alongside this is striving for strong cybersecurity for everyone.

Surely, there are other ways to improve our public service delivery systems. But perhaps the best way to start is to recognize. We must recognize the repercussions of our inefficient systems on the daily lives of hardworking mothers and fathers, young breadwinners, and senior citizens. If we truly advocate for Filipino values to be in every home, then we must proactively act on building the conditions and structures that will make it a little easier for every Filipino to be makatao, makabayan, at maka-Diyos.

This writing stems from hope—the hope that public servants could do more and the hope that our people, no matter what social stratum they are in, will live the decent lives that this government owes them. Yes, the point is, we owe them that, and so much more.

Haydee Ducay-Fajardo, 24, is a communication practitioner and a public servant.