The APO, through its TES program, implemented an online project on Developing Evidence-based Service Quality Standards for Public Sector Organizations on 5 December and from 10–12 December 2024 in Manila, the Philippines. The project addressed the emerging need for evidence-based service quality standards within public sector organizations by strengthening the institutional capacity of key stakeholders.

One international resource person from the USA evaluated current guidelines, delivered expert lectures, and proposed frameworks and tools for institutionalizing quality measures in government services. The project equipped 65 participants with practical knowledge on quality, covered drivers of and barriers to quality, and provided an overview of evidence-based quality standards and their implementation. The project also offered an opportunity to discuss leadership strategies with 20 senior officials to facilitate sustainable service improvement.

The project’s major outcome was enabling the participants to formulate actionable plans to improve public service delivery and streamline processes in line with quality benchmarks. The sessions were highly praised for their relevance and effectiveness. The project contributed to NPO and other key-stakeholder capacity building while also supporting the APO Vision 2025 goal of sustained productivity growth through enhanced quality of the workforce, a key result area.