BPO INDUSTRY IN ACHIEVING SOCIO-ECONOMIC DEVELOPMENT INCLUSIVENESS AND LOCAL GOVERNANCE IN THE PHILIPPINES

Despite the threats and challenges confronting many economies, the Business Process Outsourcing (BPO) industry in the Philippines has grown 10% per year in the last decade, ensuring the country’s economic stability. Quezon City is the Philippines’ ICT capital and has the most BPO workers in the National Capital Region, comprising 135 BPO establishments and 75 tax-paying BPO firms. The city was awarded the most significant office development in 2019. This study fills a knowledge gap by evaluating the BPO industry’s contribution to the Quezon City’s local government to improve future efforts for the growth of the BPO industry in the city and its socioeconomic status. The case study method of qualitative research was used in the methodology. The essential data was gathered from the Philippine Statistics Authority (PSA), the Philippine Economic Zone Authority (PEZA), the City Government of Quezon City, and in-depth interviews with focal persons from government bodies and the BPO industry. Despite COVID-19, the Quezon City BPO industry remained resilient and flourished from 2019 to 2021. The local partnership program between the private and public sectors aided in the continuous operation of the BPO industry, job retention, and revenue generation. The Business Process Outsourcing (BPO) industry has generated significant revenue for the betterment of the local government unit of Quezon City and the country, Philippines.