FRONTLINE EXCELLENCE IN PUBLIC SERVICE

July 10, 2026 | 9:00 AM to  2:00 PM

8F Social Hall, PGH Central Block Building

The program kicked off with the opening remarks of Dr. Joanna Patricia A. Cañal, the Vice Chancellor for Administration and Finance, sharing her own experience of a “full circle moment” on frontline services. She also highlighted that serving the public requires frontline excellence - maintaining outstanding service with beauty, mind, heart, and discipline. Beyond the stress and pressure on the front lines, she mentioned that discipline should always be imposed alongside proper venting practices to relieve stress.

 To give light to the session proper, Mr. Manalo started with a recall of the four points raised by Vice Chancellor Cañal, and inquired about the participants’ personal reasons for applying to UPM. Most of the staff and REPs’ reasons depict a positive connotation of UPM’s reputation, which reflects its excellence in education and the rewarding benefits of joining government service. Through the course, Mr. Manalo discusses the lesson expectations with the aim of strengthening their skill, service, and communication through public service excellence and professional growth.

At the onset of the topic of Foundations of Citizen-Centered Service, Mr. Manalo reiterated the importance of RA 6713: Code of Conduct and Ethical Standards for Public Officials and Employees. He mentioned its policy declaration and key provisions relevant to its application in the UPM work setting, where transparency and professional behavior should always be exercised. Alongside professionalism, he emphasized that the norms of conduct of public officials and employees must be employed with political neutrality, justness, and commitment to public service. 

Further, RA 11032, the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, was also highlighted in the session proper - enforcing strict processing times for government transactions, and 3 simple tasks, 7 complex tasks, 20 highly technical. The grant of automatic extension was also discussed; such inquiries on delays in transactions could be practiced as long as they meet the request. The penalties on administrative discussions were also discussed during the plenary session, including the Anti-Red Tape Unit of the Civil Service Commission.

The session also underscored the importance of two foundational laws that guide our public service: Republic Act No. 6713, the Code of Conduct and Ethical Standards for Public Officials and Employees, and Republic Act No. 11032, the Ease of Doing Business and Efficient Government Service Delivery Act of 2018. It delved into the norms of conduct—specifically professionalism, political neutrality, and justness—reminding us that every individual deserves to be treated with dignity regardless of their background. Furthermore, the discussion highlighted our commitment to service efficiency as mandated by RA 11032, focusing on streamlining transactions to meet the 3-7-20 day response time, utilizing the Citizen’s Charter, and ensuring that our public service delivery remains transparent, responsive, and free from red tape.

Continuing in the session, the participants deepened their understanding of citizen-centered service by identifying UP Manila’s diverse internal and external customers, emphasizing that true service goes beyond meeting basic needs; it requires valuing, respecting, and ensuring client satisfaction through impartial and equitable treatment. Participants also explored the pillars of effective communication, highlighting how both verbal clarity—using positive, concise language—and non-verbal cues significantly shape professional interactions. Furthermore, the discussion underscored the vital role of professional etiquette in phone and email correspondence, reinforcing why, as the National Health Sciences Center, these practices are paramount. By consistently delivering excellence, UP Manila not only builds trust and loyalty but also strengthens its reputation, ensuring every interaction reflects the institution’s commitment to quality and service integrity.

In the last part of the activity, a role-playing workshop was conducted to portray best practices in frontline scenarios with exemplary values of a UP Manila employee. Several role-plays were done, which showcased both good and bad practices that could be aligned for their office frontliners. This also entails activities that best encapsulate their experiences based on their years

We, the Learning and Development Section of the UP Manila HRDO, strive to deliver training programs and caravans that are both conducive and beneficial to our fellow UP Manila constituents. Look out for more exciting updates on events that we’ve got for you here at our website!