The Integrated Case Management System of the Office for Legal Affairs, Civil Service Commission: An Assessment for System Enhancement
Creators: name: Muñoz, Analiza V.
Publisher: name: Zenodo
Year: 2018
Subjects: Civil service commission
Integrated Case Management System
System Enhancement
technology
Centralized Knowledge Management System

description: This research is conducted to assess the Integrated Case Management System (ICMS), a system installed in the Office for Legal Affairs (OLA) of the Civil Service Commission (CSC) in 2013, and to propose system enhancement in terms People, Process and Technology. The ICMS helps Action Officers of OLA to retrieve and view the case documents for assessment in order to draft case decision, resolution, opinion and legal pleadings for approval of the Commission. As there is no perfect system, technologies are susceptible to technical problems and inefficiencies. In its commitment to make every government employee a servant hero, the CSC continually improves its policies, rules and regulations and technological system to deliver efficient, effective and prompt public service. Thus, improvements are proposed to the existing system by properly utilizing people and developing and applying updated processes to satisfy the organization's current needs. The researcher has determined that in order for an organization to achieve its goal, it should primarily address the needs of people regardless of its technological advancement. Technology cannot escape technical problems but an organization can effectively deliver not only public service but also best practices where other public sector can benchmark with the support of people, right processes and technology. The present ICMS has limited access as it uses intranet with limited storage capacity and has been used as storage and retrieval to view case documents, but it is unable to generate reports and cannot provide all of the Action Officers' necessary resources. The researcher tries to address these issues by focusing on the three components for improved organizational performance such as People, who are the source of all user knowledge and technology; Process helps people perform a task based on vision and mission statements of the organization, and Technology automates the process. Connecting people, process and technology is an ICMS enhancement tool. The sources of data in this study are the questions prepared by the researcher in the survey questionnaire and Personal Letter Method. The overall result of the respondent's assessment of the current ICMS in terms of process, people and technology shows that, despite its ability to store and facilitate the viewing and display of case documents, the ongoing unresolved technical failures and the absence of the features necessary for the prompt disposal of cases shows a system gap that needs to be addressed. The researcher recommends system enhancement by first addressing the needs of people who can produce suitable processes and generate well-defined technology. This system enhancement is called the Centralized Knowledge Management System.
description: This paper received the "Anthony Cheung Award "at the 2019 Asian Association for Public Administration International Conference held on May 24, 2019 in Manila, Philippines. This award is given to scholar/s of the best paper presented at the AAPA Annual Conference to recognize the spirit of organizational innovation which made significant contributions to improving governance and services in the public sector. Main Conference Themes: Public Administration and the Future: Challenges and Opportunities in Realizing the Sustainable Development Goals and Directions for Reform and Capacity Building For more details: http://www.aapa.asia/contents/bbspage/xbd/board.php?bo_table=m2_db4&amp;wr_id=9