Governance practices in Public Attorney’s Offices during the Covid-19 crisis: Lessons for resilience and adaptation

Abstract

This phenomenological study examines the governance practices of the Public Attorney’s Offices (PAOs) in the Philippines during the Covid-19 pandemic. The researchers utilized a collective case study design and conducted in-depth interviews with ten personnel from the PAOs of Kabacan and Kidapawan City, Cotabato. The qualitative data were analyzed using thematic analysis, uncovering several key themes. First, the challenges faced during the pandemic included adapting to virtual work practices, managing an intensified workload, coping with the fear of Covid-19, dealing with restricted in-person client communication, providing frontline legal services, and adhering to minimum health protocols. These obstacles highlighted the strain placed on public legal service delivery during the health crisis. Second, the study identified the procedures implemented by PAO personnel to sustain operations amidst the pandemic. These included the use of online communication platforms, distanced transaction systems, quality management strategies, and the provision of online legal services. These adaptive measures underscored the organization’s commitment to ensuring accessibility and efficiency in service delivery. Third, the study highlighted notable best practices during the post-pandemic phase. These included prompt and efficient delivery of legal services, strict adherence to Covid-19 health protocols, and fostering a client-friendly environment.

In conclusion, the study highlights the significant challenges posed by the pandemic to the work life of public service personnel, emphasizing their resilience and dedication to fulfilling their duties despite the inherent risks. These findings contribute to a broader understanding of governance and service delivery during crises, offering valuable insights for enhancing adaptability and resilience across various government sectors. By focusing on strengthening institutional responses and ensuring uninterrupted access to justice and public services during emergencies, the study aligns with the United Nations Sustainable Development Goal 16, which seeks to promote peaceful and inclusive societies, provide access to justice for all, and build effective, accountable, and resilient institutions.