The Department of Social Welfare and Development (DSWD) is accelerating the digitalization of its frontline services to make them more accessible, convenient, and time-saving — eliminating the need for clients to take time off from work.

“If clients have to line up and wait an entire day just to avail of a service, that comes with an opportunity cost. They have to be absent from work, and some are paid on a daily basis. That’s essentially lost income,” said Assistant Secretary for ICT and chief information officer Johannes Paulus Acuna in a radio interview.

“If we have a digital service and our clients have the capacity to use technology, they can access DSWD services at their own convenience,” he added.

In line with President Ferdinand Marcos Jr.’s directive to automate government services, DSWD Secretary Rex Gatchalian initiated tech-driven reforms to ease public burden and reduce queues at agency offices.

Acuna noted that many DSWD services still require in-person transactions, but several systems have already gone live, including: HELPS (Harmonized Electronic License and Permit System), Minors Traveling Abroad (MTA) Online System, and Kaagapay Donations Portal.

These platforms were launched in February and have since received positive feedback.

To address concerns about online verification and data security, Acuna emphasized the key role of social workers.

 In the MTA system, for example, social workers still conduct online assessment interviews to verify travel permit applications for minors, ensuring safeguards against trafficking remain in place despite the shift to digital.