Lost files and long queues: The price of manual governance

By Lcid Crescent D. Fernandez

In my time working with and in LGUs, it has always given me pause that manual processing is still the norm. Laptops and cellphones are now more accessible than ever, the internet is widely available, artificial intelligence is free to use with any decent gadget… and yet we still keep typewritten records of permits in a padlocked, decade-old metal cabinet.

In my previous column, I wrote about the foundations of a Smart City and the courage to change with the right use of technology. This article continues that series on building smart cities. This particular column focuses on the hidden costs that many LGUs rarely account for in the use of manual processing.

In one LGU, I found that records processing was so difficult that constituents were forced to return 5 days later to get an update. In another case, LGU staff angered a client when they were unable to locate the entire filing cabinet that housed their records. A whole filing cabinet! Imagine the chaos of finding one sheet of a document, in one folder, in one entire filing cabinet, locked away somewhere among a dozen different rooms at the municipal hall.

I’ve spoken to some of the officials who endure this mess. Many see it as a lesser evil compared to the financial costs of digitalizing processes. But that’s a misconception. Time lost is more costly than money spent. Manual processes cost more manpower (and pesos). We lose out on skilled, capable public servants to lead programs and initiatives for our constituents. Rather than having workers at the frontlines of service, they are stuck in the backrooms, combing through folders for a sheet of paper that someone else may have forgotten to file.

Or we could just ask auditors who have to go through reams of typewritten memos and faded receipts. There must be several hundred logbooks in each municipality that occupy enough space for a new office. Permits are grindingly slow, and it’s necessary to submit applications a month ahead of time without any guarantee of a verdict. Looking for a legal document from fifteen years ago? Good luck saving that from termites and water damage.

Disgruntled taxpayers return for days and weeks for basic services – only to be told the file can’t be found. Any document, once lost by human error, has to go through the whole gamut of processing again.

The way we function, paperwork easily leads to errors that disrupt decision-making and delay services. Wrong numbers, missing files, and mismatched records lead to discontent and slowly erode public confidence.

These are the hidden costs of manual government processes that LGUs overlook – and taxpayers are paying with their time and money. Service efficiency and quality create public trust, especially in the current political climate. Just ask anyone: LGUs with high client satisfaction are those with efficient processes. They are those who can get their services done quickly and efficiently at no cost in time or money to the taxpayer.

This is why we built The Prominent, our Enterprise Resource Planning (ERP) software designed specifically for LGUs. It brings real-time dashboards, automated workflows, and centralized data systems into government offices – turning red tape into streamlined, transparent processes. With The Prominent, LGU teams can minimize human error, automate repetitive tasks, and focus their energy on solving real problems and improving public services.

Manual processes don’t just slow down governance: they hold communities back. Automation isn’t about replacing people with technology. It’s about freeing local governments to focus on what truly matters: progressive development, transparent leadership, and better services for the people we serve. And with platforms like The Prominent, all municipalities, cities, and provinces can leap toward smarter, faster, and more accountable governance.