Smarter public service: PLDT, Smart help Bicol LGUs level up with AI tools
Local government unit (LGU) workers in the Bicol region are keeping abreast with opportunities in applying artificial intelligence (AI) to improve and secure delivery of public service, especially since they serve communities extremely vulnerable to typhoons and other natural disasters.
In a recent workshop organized by PLDT and Smart as part of their drive to support LGUs in their digital transformation, almost 50 LGU representatives from across Bicol learned how AI tools can help them manage repetitive inquiries, improve operational efficiency, and deliver more responsive public service.
These Bicol LGUs were identified by the Anti-Red Tape Authority (ARTA) as partners in establishing and operating their own electronic Business One-Stop Shop (eBOSS), a key component of the government’s efforts to improve the ease of doing business in the country.
The initiative is part of PLDT and Smart’s AI-in-a-Box program, designed to equip organizations, including LGUs, with essential AI skills. The AI workshop complements the PLDT Group’s desktop and laptop computer donation last year to ARTA, supporting LGUs in meeting the eBOSS requirements and fully automating business registration and renewal processes.
“Our goal is to build the confidence of LGUs in using AI tools for more efficient and responsive public service, especially in enabling entrepreneurship and keeping services running during disruptions,” according to Stephanie V. Orlino, AVP and head of Stakeholder Management at PLDT and Smart. “When LGUs embrace these technologies, communities become more empowered, more engaged, and receive better service when it matters most.”
Gemma Domalaon-Ferrer, Municipal Treasurer of Prieto Diaz, Sorsogon, shared her perspective. “As a frontline office, we often respond to a high volume of repetitive inquiries,” she said. “The session helped us realize that we can advocate for a Facebook chatbot to handle frequently asked questions, allowing our team to focus on core responsibilities such as managing the municipality’s finances, collecting local taxes, safeguarding government funds, and ensuring proper disbursement.”
Rocky Phillip Romero of the Human Resources Department of San Jacinto, Masbate, also highlighted AI’s potential. “AI can support our HR operations by helping monitor and process frequently asked questions and routine tasks from municipal employees and job applicants—regardless of where they are in the Philippines,” he said.
James Saludo Flores from the LGU of Polangui, Albay, emphasized how chatbot technology can improve accessibility for constituents. “Instead of traveling to the Municipal Hall, residents can use a chatbot to access information on requirements, permits, document follow-ups, and government fees. AI helps us respond faster and serve better.”
PLDT and Smart’s efforts to strengthen LGU capabilities through AI align with the PLDT Group’s broader commitment to advancing the Government’s digitalization agenda and enhancing public service delivery nationwide.
