Region III Sets New Standards with DepEd and Microsoft’s PARTS Implementation

The Department of Education (DepEd) in partnership with Microsoft has successfully implemented the Public Assistance Referral & Ticketing System (PARTS) in Region III, marking a significant milestone in improving public service efficiency. This initiative is a part of the broader Presidential Digitalization Blueprint aimed at enhancing transparency and responsiveness in handling public inquiries and complaints.

Previously, Region III faced challenges in managing public inquiries and complaints efficiently. The lack of a unified system led to delays and miscommunications, resulting in frustration for both the public and service providers. This highlighted the need for a comprehensive, automated system to ensure timely and organized issue resolution.

The vision behind PARTS was to create a streamlined, efficient, and transparent system for managing public inquiries and complaints. To achieve this, DepEd and Microsoft hosted a face-to-face hackathon session that utilized Forms, SharePoint, and Power Platform to develop PARTS.

The Region III Public Affairs Unit and ICT Unit led the pilot project, achieving full implementation with remarkable results. From April to December 2023, PARTS recorded a 100 percent resolution rate on all tickets received, effectively addressing 446 concerns.

Reflecting on the broader vision for the PARTS system, Regional Director of DepEd Regional Office III Ronnie S. Mallari shared his aspirations for its evolving role in public service. “PARTS, for us, is more than just a tool for resolving straightforward complaints,” he noted. “It provides valuable data that can guide our decisions and enable us to deliver prompt, informed solutions. With the rapid advancements in AI, I see PARTS becoming a leader in frontline public service—empowering us to address issues and concerns with greater speed, accuracy, and insight than ever before.”

The new system automates and tracks issue resolution, ensuring accountability and transparency. This technological advancement has significantly improved response times and service delivery, setting a new standard for public service efficiency. “PARTS has significantly improved our workflow. It simplifies the response process to complaints and inquiries, making everything accessible with just one click. Reporting to the region is now instantaneous—simply click and upload the answers.” said Sol Solomon, a Division Public Assistance Director for SDO Zambales.

“Our PARTS system is one of the innovations of DepEd Region III. As ITOs, we pledge to assist, especially with the technical concerns of our DPACs using the PARTS system. With the

assistance of the regional office and the collaboration of the DITOs and DPACs, I believe this innovation will bring more success, particularly in handling complaints received at the regional office and streamlining the process down to the division office.” John Paul Pallasigui, a Division Information Technology Officer for SDO Pampanga, stated.

Senator Sonny Angara expressed his confidence in the future of the program. “We are committed to expanding PARTS across the country, ensuring that every Filipino can benefit from a more efficient and transparent public service system. This is just the beginning of our journey towards a fully digital government.”

Peter Maquera, CEO of Microsoft Philippines, highlighted the collaborative effort behind the success of the PARTS initiative. “At Microsoft, we are dedicated to leveraging technology to drive positive change. Our partnership with DepEd on the PARTS project exemplifies how digital solutions can enhance public service delivery and foster greater transparency and accountability. We are thrilled with the results achieved in Region III and look forward to replicating this success nationwide.”

Given the success in Region III, there are plans to gradually cascade the system to other regions. This expansion aims to enhance the handling of public inquiries and complaints at a national level, contributing to the overall improvement of public service delivery in the Philippines.