IMPROVING THE QUALITY OF SERVICE IN THE PUBLIC SECTOR
(PRC-BAGUIO REGIONAL OFFICE)
JAMES E. CASTRO PROFESSIONAL REGULATION COMMISSION (PRC) ABSTRACT The paper focuses on automating the application process for the licensure exams and license renewals or the LERIS, a part of the Professional Regulation Commissions (PRC) Information System Strategic Plan (ISSP) which is in accordance with PRCs mission and visions calling for global competitiveness. LERIS serves as a tool for enabling linkages with schools and related agencies that PRC works with for better coordination and secure information-sharing. It will be a virtual office where registered professionals can file for exams and license renewals wherever and whenever they can, through the Internet and have the option to choose where to take their exams or claim their licenses. The Centralized Database is in PRCs Central Office and is not easily accessed by regional offices. It must be easily accessed in large regional offices for easier verification of applicants information which is needed in creating temporary licenses. If regional offices can be given direct access to an accurate database for professionals, then, it can issue temporary licenses to its applicants that they can use while waiting for the issuance of their renewed license because production of renewed license cards is contracted to one producer, and usually takes a long period (4 to 6 months). In PRC Baguio, there is a need for automation because it handles a large volume of applicants for examination and renewals. The current system works for the regional office as it tries to make use of temporary alternative solutions but there is still a need for a sustainable and convenient system. To provide quality service, its processing system must possess the following qualities: Speed, Accuracy, and Convenience. The present system may have these qualities; however, the author would like to propose that these can still be improved through the integration of an automated system with the current manual system. INTRODUCTION The Professional Regulation Commission (PRC) was created with the signing of Presidential Decree No. 223 on June 22, 1973 by President Ferdinand E. Marcos. On the same year PRC started issuing certificates of registration in Filipino with English translation. At the same time, computerization of the database of registered professionals started with the assistance of the National Computer Center. Subsequently, the Implementing Rules and Regulations of P.D. 223 were promulgated. In 1975, PRC started with the issuance of computer-printed registration cards with a one-year period of validity. In 1984 two microcomputers were acquired to start off computerization of Application, Registration and Examination System. The database for application was created 3 years later (1987). In 1990, Partially- computerized licensure examinations started with the August physician licensure examinations using computerized answer sheets. The following year, partially- computerized licensure examinations were held for midwives, accountants, medical technologists, and nurses. In 1992, PRC formulated Information System Strategic Plan (ISSP) to computerize vital agency operations with the assistance of the Development Academy of the Philippines. Enhanced partial computerization of licensure examinations was also implemented for marine deck and engine officers. PRC also developed the Test Questions Databank System. Two years later, enhanced partial computerization was institutionalized for all licensure examinations with issuance of Executive Order No. 200 and computerized application forms were pilot-tested in the CPA licensure exams. In 1996 field offices in Baguio and Cebu became fully operational, offices in Legaspi, Cagayan de Oro and Davao were established. The first licensure examination for teachers was also administered, and Administrative Order No. 260 was issued which calls for the further strengthening of the CPE Councils. In August of the same year, PRC proposed a mutual recognition of professional licenses among ASEAN countries through individual evaluation of bilateral Mutual Recognition Agreement at the 5th Meeting of the Coordinating Council for Services in Jakarta, Indonesia. On the following year, guests from Vietnam, Sri Lanka and Mongolia visited PRC to observe the computerized examinations and CPE programs. In 1999, PRC launched its website in a tie- up with an application service provider, started an information dissemination campaign on CPE, conducted licensure examinations, and test questions databanking system. In December of 2000, the PRC Modernization Act was enacted into law on. And lastly, in 2002, PRC meets the IMO deadline on on-line verification for maritime professionals which can be accessed by flag and administrations. The Government-Private Networking for Good Governance was also conducted on September of that year, where memoranda of agreement were signed with 18 institutions. (www.prc.gov.ph.) Part of PRCs Thrusts is Support to National Development Priorities, such as the July 2001 State of the Nation Address (SONA) of President Gloria Macapagal-Arroyo through anti-red tape and anti-graft measures -- reduction of processing time, staggered lunch break, streamlining of systems and procedures, and strengthened internal and quality control systems. In line with this, the site, www.prc.gov.ph, was designed, developed and presently being hosted by Distributed Processing Systems Incorporated, an application service provider. PRC has formulated its E-Commerce Work Plan starting June 2002 in anticipation of the release of funds for the implementation of the ISSP. (PRC reports 2006) The ISSP includes projects such as: application for the licensure examinations (Online Application System (OAS)); (Walk-in Examination System (WES)) Registration / renewal of professional certificates and licenses (Online Registration System (ORS)); payment of fees (Online Payment System (OPS)); Central Records Management And Information System (CRMIS) which is envisioned to address the need to enhance the efficiency in the storage and retrieval of relevant PRC documents. Licensure Examination and Registration Information System (LERIS) (PRC reports 2006) Former PRC Chairperson Antonieta Fortuna-Ibe claims PRC is mandated to fully computerize its functions and services as part of the ongoing modernization efforts. Offices and businesses today take advantage of the various benefits that computerization can offer. Processes are accelerated since a computer can do things faster than a human could. With the Internet, computers and processes are interconnected and give people the advantage of accessing sites from anywhere. Since this paper focuses on automating the application process for the licensure exams and license renewals, it will concentrate more on LERIS. Ibe et al. also claims LERIS is a system with web-based and networked applications that PRC makes available to the public so that the whole registration process for a professional can be done online. LERIS puts the PRC in the ranks of globally competent agencies which can deliver services faster, better without putting undue financial strain on the people it serves. These electronic programs are not being implemented in the regional offices. The database for professionals is only in the Central Office in Manila. There is a need for data access in large regional offices for easier verification and data storage for applicants information. Verification is used in the renewal of licenses and application for change of status/name/birth. Data storage is used for examination applicants files. In the Baguio regional office, the need for automation is very strong because it handles a large chunk of the volume of applicants for examination as well as renewals. This can be affirmed by the fact that it was awarded as the top performing PRC regional office in 2006. This was based on several factors which include income generated. A significant amount of this was brought about by the large volume of applicants for the Licensure Exams and registration of licenses of professions such as NURSING, TEACHING, CRIMINOLOGY, MIDWIFERY, AGRICULTURE, and other professions, backed up by the services that we provide. Productivity and Efficiency was optimized even with the manual system of processing applications. But the process is, in a way, too tedious for both applicants and processors because of several issues such as, lack of office space, lack of manpower, fluctuating number of applicants, inconsistencies and/or errors in the applicants requirements, and poor weather conditions; causing applicants to form long lines, longer cycle time due to problems with requirements, applicants get wet due to heavy rain pour especially when there is no space in the small office and they have long lines. The agency (PRC) tries to make use of temporary alternative solutions to these by utilizing almost every inch of space in the small office just to fit everyone inside. In addition, working hours are also extended during peak seasons, and mobile teams or delegations are sent to different provinces in Northern and Central Luzon to facilitate the processing of applications in areas such as Vigan, Laoag, San Fernando, Dagupan, Urdaneta, Cabanatuan, Bontoc, and Lagawe to date. STRATEGIC PLAN I. Establishing Goals VISION o The Professional Regulation Commission is the instrument of the Filipino people in securing for the nation a reliable, trustworthy and progressive system of developing professionals whose personal integrity and spiritual values are solid and respected, whose competencies are globally competitive, and whose commitment to serve the Filipino nation and the whole community is strong and steadfast. (www.prc.gov.ph.)
MISSION o To define, articulate and realize the ideals of being a professional in terms of prevailing standards governing each profession. o To deliberately, scientifically and consistently control the issuance of professional license to individuals in accordance with the value consensus and the knowledge-base of the profession. o To regulate in order to create conditions which can make more widespread and binding the professional ideals and standards in the actual and normal behavior of individuals and institutions that educate and prepare professionals; those who aspire to become professionals; those who practice as professional; and those who utilize the services of professionals. (www.prc.gov.ph.)
VALUES (THRUSTS) Good Governance Good Governance Codes All-out war against fake licensing syndicates and filing of charges in 50 cases involving fake professionals Customer Focused Service Elimination of ID printing backlog of 200,485 of June 2003,the second time after elimination of two-year backlog of 436,273 in March 2002 Streamlining of transaction procedures, color-coding, revision of transaction, forms, flowcharts, brochures, primers (www.prc.gov.ph.) Integrity of the Licensure Examinations Strict screening of nominees to PRBs in accordance with EO. 496 Strict implementation of "no deferment" policy and verification of submitted documents to ensure that only those qualified take examinations Networking for External Support Stringent Anti-Fraud Measures for Integrity (www.prc.gov.ph.) Modernization New and upgraded Website with portals for each of the 42 professions Development of Licensure Examination and Registration Information System, Question Databank System, Central Records Management Information System and Walk-in Examination Systemith other regulatory agencies and professional associations around the world for establishment of institutional linkages to facilities study and adoption of "best practices" and state-of-the-art IT applications in occupational licensing;
Networking Memoranda of Agreement signed with Good Governance Partners for more coordinated campaign against syndicates, fixers and fake professionals and more efficient service delivery II. Protection and Promotion of Filipino Professionals Participation in International Agreements that promote Filipino Professionals (APEC, WTO, AFAS, etc.) 10 New Professional Regulatory Laws III. Capacity-building Electronic Modernization Human Resource Development
IV. Support to National Development Priorities (PRC 2006)
STRATEGIC THRUSTS Good Governance Integrity of the Licensure Examination Upgrading of the Filipino Professionals Customer-Focused Service Capacity Building Support to National Devt. Networking Modernization STRATEGIC ACTIONS
ESTABLISHING ANYTIME ANYWHERE SERVICE
INTEGRATED & COLLABORATIVE MGT & OPERATION
ESTABLISHING GLOBAL PRESENCE
PROCEDURES POLICIES & GUIDELINES USE OF ICT TECHNOLOGY STRATEGIC ACTIONS
PROJECTS ESTABLISHING ANYTIME ANYWHERE SERVICE
INTEGRATED & COLLABORA- TIVE MGT & OPERATION: INSTITUTING FULLY EQUIPPED, SECURE AND COLLABORATIVE SERVICE FACILITY
ESTABLISHING GLOBAL PRESENCE
Frontline Services / Business Systems o Licensure Examination, Registration o Certification, Accreditation o Other services
Support Services o Financial, Administrative, Gen Services o ICT Facilities Operation & Management: Data Center, Test Centers, Automation of Operation o Network Operation & Management o Backup System o Security System o Database build up / maintenance o Data warehousing Internet-based Services o Conformance to international standards on professional practice o Internationally-based Test Centers o Global recognition of Filipino professional
ICT MILESTONES (PRC 2006)
MILESTONES YEAR 1 2003 YEAR 2 2004-2006 YEAR 3 2007 YEAR 4 2008 YEAR 5 2009 ESTABLISH LOCAL & GLOBAL PRESENCE: CUSTOMER- CENTRIC SERVICES -New PRC Web Portal avail. Globally
-Marine Verification Facility
-SMS Notification & Inquiry System
-Web-based procurement notice & inquiry system -Web-based Transactions:
MILESTONES YEAR 1 2003 YEAR 2 2004-2006 YEAR 3 2007 YEAR 4 2008 YEAR 5 2009 ESTABLISH PRC ENTERPRISE-WIDE INFORMATION INFRASTRUCTURE: information systems integration & e- Linkages
-Define Data Center & Test Centers Facility Requirements -Planning for ISSP -Bid out LERIS/CRMIS -Develop New PRC Web Portal
-Deployment of integrated information systems (IS) LERIS, CRMIS -Development of Support Applications -Acquisition of System Support Packages (NMS, etc.) -Automated Operations -Total Security System -Data Center Facility Setup (NAS,etc.) -Test Center Setup -Professional DB Build-up -Cross Agency / Selected Schools Data Sharing -Deployment of FMS/HRMS
-Replication of appropriate application systems in selected regions -Deployment of Support Application Packages -Data sharing & collaborative processes with other Regional Offices -Regional Test Center Setup: Cebu, Davao, Baguio -Operational- ization of the Data Center -Backup and Disaster Recovery Site -Partial Implementati on of the Executive Information System -Cross Agency (Other agencies & entities): Data Sharing -Full Deployment of Executive Information System -Knowledge Mgmt. System -Test Centers Setup in Philippine Embassies -Regional Walk-in Exams -Facilities Upgrade
-Walk-in Testing in Philippine Embassies -Change Management
*ACCRONYMS & THEIR MEANINGS: (PRC 2008) 1. ICT- Information and Communications Technology 2. MTPDP- Medium-Term Philippine Development Plan 3. ISSP- Information Systems Strategic Plan 4. STCW- Standards of Training, Certification and Watchkeeping 5. MTC- Maritime Training Council 6. ASEAN-Association of South East Asian Nations 7. IIRM- Integrated Information Resource Management 8. SONA- State of the Nation Address 9. OAS- Online Application System 10. WES- Walk-in Examination System 11. ORS- Online Registration System 12. OPS- Online Payment System 13. LMIS- Legal Management Information System 14. EIS- Executive Information System 15. HRMIS- Human Resource Information Management System 16. CRMIS- Central Records Management And Information System 17. LERIS-Licensure Examination and Registration Information System 18. PAR Personnel Attendance Record 19. LWOP-Leave Without Pay 20. DTR-Daily Time Record 21. OT-Over Time 22. GIS- Geographic Information System 23. GSI- Geo Spatial Solutions 24. ISO-International Organization for Standardization 25. GSI-SSPI- rated as the best able to deliver system/process requirements for LERIS MILESTONES YEAR 1 2003 YEAR 2 2004-2006 YEAR 3 2007 YEAR 4 2008 YEAR 5 2009 ESTABLISH PRC AS ASEAN CENTER OF PROFESSIONAL EXCELLENCE
Join intl testing organizations for professionals Preparation of Proposal for (Foreign) Funding Formulation of policy recommenda tions re ASEAN recognized professionals
Preparation for ISO Certification Adopt intl standards Consultative Workshop W/ ASEAN countries
ISO Certification
- offers multi-disciplinary range of consultancy services here and abroad. -has the expertise and the experience in ICT enabled services, GIS solutions, eGovernance, web portal solutions, network solutions and customized software development.
Strengths Weaknesses Large pool of young multi-tasking front liners Simple and easy steps for applications Cost-efficient operations Awarded as highest income generating PRC regional office in the entire country for 2006 Awarded as highest income generating government agency in the entire city for 2006 Existence of a web portal Existence of security measures for database Small office space. Lack of Manpower. Inaccurate Database. Large backlog of applications Tedious process for filing of applications (long queues) Long waiting period for production of renewed licenses. No temporary license issued to applicants for renewals.
Opportunities Threats Accessibility of an accurate database for Regional Offices Automation of systems for application and renewals. Authority of regional offices to issue temporary licenses. Funding for employees training and development for Knowledge Management. The system can be hacked from the inside Automation can be expensive. Centralized Decision making may take long before granting regional offices with access to the Database of Registered Professionals. Lack of employees technical know-how Resistance of applicants to automated system I. STRATEGY DEVELOPMENT MARKET (SCOPE) DEVELOPMENT
The PRC Baguio RO is presently deploying its staff to the different regions in Luzon to accommodate applications for examination and renewals as well. The areas covered reach as far as Vigan, Ilocos Norte, Dagupan City, Pangasinan, Cabanatuan, Nueva Ecija, Bontoc, Mountain Province, and Lagawe, Ifugao are just examples of these regions. Many professionals do not have the means or the resources to file for applications in the regional offices, so PRC Baguio RO sought ways to come to its direct client, which are the Filipino professionals. The response from the different regions was good because a large number of applications were processed from these areas.
Another opportunity for PRC Baguio RO is the automation of applications for examination and license renewals. If we can process these online, then we would have an increased share of applicants. These would also be beneficial to those qualified and aspiring professionals residing/working abroad because it could help them save on time, money and effort.
PRODUCT (SERVICE) DEVELOPMENT
Since a lot of registered professionals and repeat applicants have already experienced PRC Baguios services, they are already familiar with its system of implementation. Mixed responses are exhibited by these applicants. For examinees the most common complain is that the screening and checking of documents should be consistent; because there are instances where an applicant claims that he/she has already used the same documents in the previous years without being questioned only to find out in the succeeding applications that the said documents are either, incomplete, invalid or unclear. These are examples of variations in the services, but there are also cases where these are merely hear- say. Aside from these, the most common complains from registered professionals renewing their license is that the issuance of the renewed license cards takes too long (3 to 6 months) and that they are hoping that PRC can issue temporary licenses and not just temporary certifications; which they can use for the practice of their professions while waiting for the renewed license card itself.
As cited in IMPROVING ACCESS TO GOVERNMENT THROUGH BETTER USE OF THE WEB, Services are getting more and more sophisticated. It's not just that you can get information online or download a form, fill it and walk to a government office in person to give it to a public servant. You can do the whole process online. What is more, in some cases, the "paper" service is even disappearing and users are faced with just its online incarnation. In order to meet the needs and demands of the public, to keep up with the growing technological trend and to continuously improve our services, we can adapt the automated system of processing applications for exam and license renewal. For applications for exam, we can create and send information for updating the Central Offices database that would serve as their permanent record and basis for qualification for succeeding applications in the event that they fail in a previous exam. For renewals, we can also adapt online services for the PRC Baguio Regional Office. This would be beneficial not only to those employed or situated abroad, but also those employed locally and do not have the means or resources to personally appear before us. The way to do this is to have access to the Database of Registered Professionals in the Central Office. Online applicants who desire to have their exams taken in Baguio can easily submit their requirements (e-copy) and pay online. Same goes for renewal of licenses whereby registered professionals can file the renewal of their licenses online, and also those who would file manually can be issued a temporary license while waiting for their renewed license cards. CONCENTRIC DIVERSIFICATION
Mobilizing teams to go to the different provinces in Luzon to process applications for exams and renewals; and offering online services can indeed increase productivity because all applicants are given a fair opportunity to transact with PRC Baguio even if some applicants prefer manual applications especially those living in remote areas with limited means of transportation, has no access to the Internet, and some simply do not know how to use a computer. On the other hand, those living in the urban areas or abroad can also make use of the internet as long as they have the resources. Both can be viewed as convenient solutions to meet the applicants needs. The only concern is to have access to an accurate database so that verification of records for renewals can be done faster and easier. The database is centralized and inaccurate. It is only accessible through the Central Office. The authors proposal is that it be decentralized so that it can easily be accessed and that the regional offices be granted authority to issue temporary licenses which the applicants can use while waiting for their renewed license cards. Another proposal is that the application for licensure exams be automated for the various boards because it is currently available only to the Board of Marine Engineers. With these processes done online, applicants can be given the option to choose where to take the exam or where to claim the renewed licenses. Technology can improve efficiency and productivity for the agency thereby attributing speed, accuracy and convenience in our services.
THE TOWS MATRIX
STRENGTHS S
1. Existence of a web portal 2. Existence of security measures for database Large pool of young multi- tasking front liners 3. Simple and easy steps for applications 4. Cost-efficient operations 5. Awarded as highest income generating PRC regional office in the entire country for 2006 6. Awarded as highest income generating government agency in the entire city for 2006 WEAKNESSES W
1. Small office space. 2. Lack of Manpower. 3. Inaccurate Database. 4. Large backlog of applications 5. Tedious process for filing of applications (long queues) 6. Long waiting period for production of renewed licenses. 7. No temporary license issued to applicants for renewals. OPPORTUNITIES O
1. Automation of systems for application for exams and license renewals. 2. Accessibility of an accurate database for Regional Offices 3. Authority of regional offices to issue temporary licenses. 4. Funding for employees training and development for Knowledge Management. SO STRATEGIES
1. Benchmarking against the system used by the Board of Marine Engineering in the web portal can serve as a gateway for the applicants of the other professional boards to file their applications online. 2. Young professionals are less resistant to change and more open to the use of technology and would therefore have no problem in using the access to the database in creating temporary licenses to be given to applicants for renewal. 3. Easily trainable staff can be candidates for training and development for Knowledge Management. WO STRATEGIES
1. Automation of systems can expand space by creating a virtual office through the PRC website. 2. Problems with manpower will be solved by automation. 3. If authority for regional offices to issue temporary licenses would be approved then it could substantially address the problem on long waiting period for the renewed license cards. 4. With online applications for exams, the duration of physical presence in the office is shortened and made easy thereby shortening queue lines. 5. Online applications can save applicants (renewals) time, money and effort spent while physically going to the office to file their applications. 6. With proper technical skills training, employees will become more abreast with the use of technology for processing, thereby making it more convenient. THREATS T 1. The system can be hacked from the inside 2. Automation can be expensive. 3. Centralized Decision making may take long before granting regional offices with access to the Database of Registered Professionals. 4. Lack of employees technical ST STRATEGIES
1. The existing portal can be further enhanced to create a system whereby registered professionals of various boards can file for the renewal of their licenses and select which regional office they would like to WT STRATEGIES
1. An accurate database must be accessible for faster verification of records in terms of license registration so that processing can be faster and problem on long waiting period for know-how 5. Resistance of applicants to automated system claim it at. 2. The existing security measures for the ISSP can be used to safeguard the system from hackers. 3. Young multitasking workforce can be trained to be technically proficient with the automated Cost efficient operations backed up by service excellence (supported by the awards received by PRC Baguio) can help persuade Central Office Top Management to support the proposed link in the Web Portal. 4. Since most employees are young and idealistic, majority of PRC Baguio would most likely be open to change, and the rest would follow suit. licenses can be addressed by issuing temporary licenses. 2. Creating an online system of application for examination and renewals can help handle problems with backlog and office space and speed up applications as well. 3. Although automation can be initially expensive and tedious, in the long run it can save time, money and effort; and even lessen expenses for the agency. 4. The benefits of an easy access of an accurate database and faster, more convenient and accurate processing system would be realized in the long run and other employees would soon accept the new system and get used to it once they start using the automated system.
GRAND STRATEGY MATRIX
RAPID MARKET GROWTH
QUADRANT II QUADRANT I
1. Market Development 1. Market Development 2. Market Penetration 2. Market Penetration 3. Product Development 3. Product Development 4. Horizontal Integration 4. Forward Integration 5. Divestiture 5. Backward Integration 6. Liquidation 6. Horizontal Integration 7. Concentric Diversification WEAK STRONG COMPETITIVE COMPETITIVE POSITION POSITION QUADRANT III QUADRANT IV
Source: Based on Fred R. David, Concepts of Strategic Management, Press, Ohio, 1989, pp.224
ANALYSIS: The Professional Regulation Commission is in QUADRANT 1 because Market Development, Product Development and Concentric Diversification are the strategies applicable in its current market position. It is indeed in a STRONG COMPETITIVE POSITION simply because it has no other competition. It is the sole provider of its regulatory services. If it were to be compared with other agencies, there would be no point of competition because the services offered are not the same. PRC can either be the best or worst at what it does but its clients would still be the same because there are no other agencies authorized by law to give the same services.
THE POLITICS OF STRATEGY CHOICE
PRC Baguios Organizational Culture and Structure is a combination of Equifinality, Saticficing and Providing Political Access on Important Issues Equifinality will be used because a strategist must not be limited to a single means for achieving results. Most especially in a complex and diverse organization such as PRC Baguio, there is a need for rational and logical creativity on the part of the strategist in order for changes not to be resisted by the employees and its clients which are the Filipino professionals. The second strategy could be Satisficing because the employees of PRC Baguio would believe more in a persons credibility if the means used is simple and effective or in other words there are results with the acceptable strategy that was used. And lastly, providing middle managers with Political Access on Important Issues would be an effective strategy so as not to leave them behind because they are, after all, the ones in charge of operations and they supervise the front liners which are believed to be the lifeblood of the entire agency. This is simply a matter of giving credit where it is due. Failure to use this tactic could put the lower level employees in a situation where they can either have an autocratic and moody supervisor, causing chaos and unfavorable working conditions, or a demoralized and careless supervisor who would not perform his/her duties and responsibilities, putting the whole unit in a poor performing condition.
METHODS AND PROCEDURES: The scope of the research encompasses improving services on the aspect of speed, and convenience. It banks on the idea integrating an automated system with the manual system of processing of applications for exams and license renewals. It includes information on history of the organizations services, SWOT analysis, and an architectural framework of the proposed automated system called the Licensure Examination and Registration Information System (LERIS) which is currently on the process of implementation in PRCs Central Office. The paper would also include information on the other projects in the Information Systems Strategic Plan (ISSP) (ISSP) As discussed by Ibe et al., LERIS works this way: [The system of application goes through a systematic process. Each module calls on other modules depending on what step in the whole process the applicant gets to. For example, the Online Application System has links to the Online Payment System to advice the applicant to pay online once the application is given conditional approval. The same Online Application System has links to the Legal Management Information System to advice an applicant in case documents submitted electronically are incomplete, or do not pass the electronic verification. (This part is to establish the integrity and security of the system]. The research does not cover in-depth cost- benefit analysis. Neither does it include technical explanation on how to set up a link in the PRCS Web Portal for LERIS being applied to the various boards nor details on Cyber security measures employed to safeguard the integrity of the system of automation. The study is focused on the speed and convenience of processing applications for examination and registration of licenses. These assumptions are based on readings from books, information gathered from the Internet, personal interviews with key persons such as the Regional Director and the Head of the Electronic Data Processing/ICT Unit, minutes of the meeting of the Chairpersons, personal observation/experiences, and feedback from the clients.
Regional Offices (www.prc.gov.ph)
These are the offices delegated to handle the increasing number of professionals in the country.
The Commission administers, implements, and enforces the regulatory policies of the national government with respect to the regulation and licensing of the 43 professions under its jurisdiction through the PRBs. The professions are: Accountancy Geodetic Engineering ** Aeronautical Engineering ** Geology ** Agricultural Engineering Guidance Counseling Agriculture Interior Design ** Architecture Landscape Architecture *** Chemical Engineering Librarians Chemistry *** Marine Deck Officers Civil Engineering Marine Engineer Officers Criminology Master Plumbers Customs Brokers Mechanical Engineering Dentistry Medical Technology Electrical Engineering Medicine Electronics and Communications Engineering Metallurgical Engineering ** Environmental Planning Midwifery Fishery Technology Mining Engineering ** Foresters Naval Architecture & Marine Engg** Nursing Professional Teachers Nutrition and Dietetics Radiologic and X-Ray Technology Optometry Sanitary Engineering ** Pharmacy Social Workers Physical Therapy and Occupational Therapy Sugar Technology *** Veterinary Medicine ***NO APPLICATION FOR EXAM/NO LICENSES RELEASED IN BAGUIO REGIONAL OFFICE ** NO APPLICATION FOR EXAM BUT WITH LICENSES RELEASED IN BAGUIO REGIONAL OFFICE APPLICATION FOR THE LICENSURE EXAMINATIONS STEPS IN FILING MANUAL APPLICATIONS Step 1. Secure Action Sheet from the Guard/Officer of the Day and accomplish the same. Step 2. Submit the Action Sheet for processing and evaluation at any of the Processing Windows together with the following: Original and photocopies of Transcript of Records with Special Order and Date of Graduation, Special Order(B) with SCANNED PICTURES AND WITH REMARKS FOR BOARD EXAMINATION PURPOSES ONLY. Graduates of New Schools/degree Programs must submit School Recognition and/or Permit to Operate. Original and photocopy of NSO- issued Birth Certificate (in NSO security paper; if NSO copy not very clear, bring copy from local civil registrar) Four (4) passport size colored pictures with complete name tag in white background Current Community Tax Certificate (Cedula) Original and photo/xerox copies of Marriage Contract in NSO security paper (for married female only;if NSO copy not very clear, bring copy from local civil registrar) Other specific requirements as required by the Commission and/or the Professional Regulatory Board.
NOTE: Secure the following from the processor upon approval of your application: Computerized Application Form (CAF) For NURSES: Nurses Application Form (NAF) For TEACHERS: Teachers Application Form (TAF) Permanent Examination and Registration Record Card (PERRC) Notice of Admission (NOA) Step 3. Pay examination fee at any of the Cashier Windows. Get Official Receipt. Baccalaureate Degree - P 900.00 Non-Baccalaureate Degree - P600 Conditional/Removal - P450.00 Step 4. Pay for metered documentary stamp and mailing envelopes with metered postage stamp at the CSC. Step 5. Accomplish the CAF/NAF/TAF, PERRC, and NOA. Indicate the Official Receipt number, date, and amount on the CAF. Step 6. Proceed to any of the Issuance Windows for final review of qualifications and documents and issuance of NOA and Applicants Stub, Program of Examination, Examinee's Guide and Self-Instruction Sheet. Step 7. Keep the Notice of Admission, Official Receipt, and the Applicants Stub. Bring these with you on the first day of the examination. For further information, read the General Instructions at the back page of the Notice of Admission, Program of Examination, Examinee's Guide and Self- Instruction Sheet. Step 8. Bring your NOA when you verify with the PRC your school and building assignment which will posted at the PRC premises two (2) or three (3) working days before the examination date. NO APPLICATION SHALL BE ACCEPTED AFTER THE DEADLINE: PLEASE DO NOT APPLY IF YOU ARE NOT QUALIFIED. YOUR PAYMENT WILL BE FORFEITED. APPLICATIONS WHOSE ENTRIES WITH RESPECT TO NAME, DATE OF BIRTH and SEX DIFFER FROM ENTRIES IN THE BIRTH CERTIFICATE, TRANSCRIPT OF RECORDS (TOR), and OTHER REQUIRED DOCUMENTS WILL NOT BE ACCEPTED. AFFIDAVIT OF DISCREPANCIES WILL NOT BE ACCEPTED. Instruction in filling up the computerized application form 1. Refer to the MASTERLIST OF ADDRESS CODES posted at the PRC premises for the codes of town, city or province of your residence, postal address, and place of birth. (This is different from zip codes.) 2. Refer to the MASTERLIST OF SCHOOL CODES also posted at the PRC premises for the school / college / university and location. 3. Refer to the MASTERLIST OF COURSE CODES for the course code. 4. For status codes, use the following: 1. EX CODE Examination Type Code Print 1 for Complete or First Time Print 2 for Repeater 2. NX CODE Number of Times (for Repeaters) Print 0 for First Time Print 1 for Second Time Print 2 for Third Time and so on DEF CODE Deficiency Code Print "0" for no deficiency STEPS IN FILING ONLINE APPLICATIONS NOTICE: The online application facility is currently available to maritime professionals only specifically the Officer-in-Charge of a Navigational or Engineering Watch . Procedures Log In If you a registered MyPRC user, Apply Now, else click here for instructions on Online Services. Once registered and logged in the PRC system will recognize who you are and automatically fill in the relevant data in your profile to the service form so that you do not have to key in the same information multiple times.
Requirements 1. Original and photocopies of Transcript of Records with Special Order and Date of Graduation with SCANNED PICTURES AND WITH REMARKS FOR BOARD EXAMINATION PURPOSES ONLY. Graduates of New Schools/Degree/Programs must submit School Recognition and/or Permit to Operate. 2. Original and photocopy of NSO-issued of Birth Certificate (in NSO security paper; if NSO copy not very clear, bring copy from local civil registrar) 3. Four (4) passport size colored pictures with complete name tag in white background 4. Current Community Tax Certificate (Cedula) 5. Original and photocopies of NSO-issued Marriage Contract in NSO security paper (for married female only; if NSO copy not very clear, bring copy from local civil registrar) 6. Other specific requirements as required by the Commission and/or the Professional Regulatory Board. Application Just choose what type of exam you are applying for and then choose the exam date and venue. This will then reserve a spot for you on. You must complete the requirements by submitting all the required documents to PRC. Confirmation A confirmation message will be shown, this includes all the order details including fees and next steps. At this point you can go back and change the number of copies or cancel your request. Payment Based on the type of payment option chosen, users pay accordingly. Online payment users will get the temporary OR by printing out the payment confirmation page.
RENEWAL OF PROFESSIONAL ID STEPS FOR MANUAL APPLICATION Step 1. Present duly accomplished Application for Professional ID form together with the requirements at: Window 5 Window 11 Step 2. Pay prescribed fees at the Cashier: Window 8 Step 3. Get your claim slip at : Window 5 Window 11 Step 4. Claim your professional license as scheduled. Please refer to your claim slip for further instructions. Requirements for Manual Procedure 1. Duly accomplished form 2. Two (2) pcs. passport size picture: close-up, colored, plain white background, with complete name tag 3. Photocopy of recent professional ID card 4. In case of LOST professional ID card which is still current, the applicant shall submit a notarized affidavit of Loss 5. In case of DESTROYED professional ID card, the applicant shall surrender the destroyed card. Note: Representatives filing the application and claiming the professional ID in behalf of the professional must present Special Power of Attorney and valid identification of the professional and the representative. PRC-registered professional acting as representatives may transact with PRC upon presentation of Authorization Letter and his/her professional ID. Important Notice: Architects, Electrical Engineers, Mechanical Engineers, Geodetic Engineers, Landscape Architects, Interior Designers applying for renewal are required to submit an updated certificate of membership with their respective Accredited Professional Organization (APO). STEPS FOR ONLINE/AUTOMATED APPLICATION Log In If you are a registered MyPRC user Application After Logging in, you will be asked how many copies of this certification you want. Confirmation A confirmation message will be shown, this includes all the order details including fees and next steps. At this point you can go back and change the number of copies or cancel your request. Payment Based on the type of payment option chosen, users pay accordingly. Online payment users will get the the temporary OR by printing out the payment confirmation page. Pick Up or Delivery After the payment is confirmed, the pickup/delivery date will be announced in the transaction section of MyPRC. Pick Up details like ID requirements and the printout of the payment confirmation will be needed. LIST OF TABLES NUMBER OF TRANSACTIONS PER YEAR (DATA AS OF JAN. 2008)
2004 2005 2006 2007 371,480,257 583,328,000 763,229,483 771,771,679 Income by Region (in million pesos)
0 10 20 30 40 50 60 70 CONCLUSION: Based on the methods used by the author, it is evident that there is a need for improving the current system used by PRC Baguio, particularly on the processing of applications for licensure examinations and renewal of licenses. The technological changes and the continuous improvement in globalization would eventually lead the organization towards that direction. The LERIS program has already begun in the PRC Web Portal specifically for the Board of Maritime Officers. The need for implementing LERIS for other transactions is inevitable. The proposal of the author is that it be applied in the Baguio Regional Office through the installation of an automated system of application for exam and application for license renewal in the PRC Web Portal which will serve as a pilot- test project. Another proposal is that all regional offices be granted easy access to an accurate Database for registered professionals so that verification can be done faster and easier. In effect, processing of applications will follow suit because applications such as license renewal requires verification of clients data before approval and production of new license cards can be done. Lastly, the proposal on granting authority to regional offices to issue temporary license identification certificates which are similar to that of the identification card. With access to the Central Offices Database, Regional Offices can already verify the authenticity of an applicants records and enter the necessary data needed for a temporary license. Such practice is patterned against the Land Transportation Office (LTO) which issues Licenses for Professional, Non-Professional and Student Drivers. LTOs database is centralized however, all regional offices have access to it, and they can all issue temporary license identification certificates to applicants within the day of filing upon completion of their application for license renewals. These are the solutions that the author sees fit to his organization, PRC Baguio, because it handles a large volume of applications for the entire Commission. If it works, then maybe sooner or later other regional offices can benchmark against it and also help them improve the current system that they are using for the benefit of their employees, their office, and their clients. RECOMMENDATION: The author would like to recommend that automation be a highly prioritized program in the Professional Regulation Commissions list. This can be done by granting regional offices with easy access to the central offices database and by installing an automated system of application for exam and application for license renewal in the PRC Web Portal (www.prc.gov.ph) whereby applicants can file for their exams and have the choice of picking which testing center (region) to take their exams. The same goes for filing for renewal of licenses. As discussed by Ibe et al., [For PRC, it means parts of the processes we do manually are freed up and assigned to the system. Our employees are then able to focus on important things. We are also able to access our databank faster. It also gives PRC an existing system that can link up with other systems in the future as part of the Commissions networking projects with associated schools and organizations. LERIS addresses the need for speed in terms of requirements processing, examination, and license update. With LERIS, we can be assured of a more responsive Commission in addressing the needs of the professionals and all our stakeholders. We are assured of a more secure and honest process in securing licenses for deserving professionals.] We can also assure better opportunities for the right people to practice their chosen profession since part of LERIS aim is to keep entities from obtaining licenses by scrupulous means. Also, with LERIS, this will serve as an inspiration for students to choose the particular field as their life work, being provided the means to inquire and know more about the profession from the very people who know about it. This proposal is envisioned to be a reference tool for other researchers who would wish to address similar issues in their studies. It can also serve as an initial step towards further researches in establishing an automated system for PRC Baguio. And lastly, if this proposal would be accepted and supported by PRCs the Central Office, then we have hope that sooner or later we can serve Filipino professionals better. This can be beneficial to all professionals in the various fields such as service, academe, industry, government, business, NGOs and to those aspiring to be one.
REFERENCES: (all internet data retrieved 2008) 2006 PRC Priority Projects HRMIS 02 10 06b.ppt by PRC (2006) 2007 Planning - Chairperson's Reportrev.ppt by PRC (2008) e-comactplanrev.doc by PRC (2008) e-Government - Philippines - Archive (eGovernment Resource Centre).htm http://www.cisco.com/en/US/prod/col lateral/modules/ps2706/ps6526/prod _white_paper0900aecd805287e3_p s6915_Products_White_Paper.html Improving Government Services and Constituency Satisfaction http://cpr.ca.gov/report/cprrpt/issrec/r es/res26.htm RES26 Improving Database Management and e- Government Systems http://www.crn.com/government/196 801844 e-Government - Philippines - Archive (eGovernment Resource Centre).htm Gloucestershire councils link e-government systems to improve citizen access http://www.prc.gov.ph http://www.w3.org/QA/2008/05/bette r-web-access-to-government.html Improving access to Government through better use of the Web LERISStoryboard.ppt by PRC (2004) LERIS INTERVIEWS.ppt by PRC (2004) prcictprojects.doc by PRC (2008) PRC Priority Projects for 2006 (from P45M Budget) 1 13 06.ppt by PRC (2008) R-THE CHAIRPERSON's REPORT 2007final.doc by PRC (2008) Technology for Land Administration GIS Improving Government Administration and Services to its Citizens by Kevin Daugherty, ESRI, Cadastre/Land Records Industry Manager ABOUT THE AUTHOR: The author was born on the December 12 th , 1980 in Baguio City He is the youngest among the three sons of Col. Armando Lorenzo Castro (Ret.) and Cecilia David Estrada, both parents being educators by profession. His family traces its roots from Guimba, Nueva Ecija and Quezon City in Manila. He is considered as a true blue Louisian since he has spent his entire student life in the St. Louis University schools. From St. Louis School of Campo Filipino to St. Louis Center, to St. Louis University Laboratory High School (Boys High), and the Saint Louis University . As a college student he spent most of his time doing extra-curricular activities which he considers as street smarts, together with his academics. Among these are disc jockeying, playing in a rock band, and performing with a Filipino-American dominated rap group; all of which he believes were the sources of his confidence and determination. He finished with the degree Bachelor of Science in Commerce, major in Marketing in 2003. After graduation he enrolled in the Saint Louis University College of Law only for a semester, after which he decided to work as a Front desk officer in a small hotel in Baguio which has been in existence for quite some time already. A year later he transferred to a Non-Government Organization, where he was deployed to Bacolod, Negros Occidental to work as a Marketing Officer/ Supervisor/ Strategist for a socialized housing project there. Within less than a year he resigned and tried to go back to school to pursue further studies. He enrolled in the Saint Louis Universitys Graduate Programs in the College of Accountancy and Commerce in 2005. After a semester he was diagnosed with a liver problem. Within 6 months of recovery he went back to work this time for the Professional Regulation Commission as a staff assistant, whereby he saw the various issues and problems that Filipino professionals and the agency is faced with. Simultaneously he is also pursuing his graduate studies. In early 2008, he became a husband and a father. This coming November (2008), he is a candidate for graduation with the degree of Master of Business Administration in the SLU- CAC Graduate Program. His work is a combination of academic passion, street knowledge, public service, love for his family and a desire to give back to the community as a form of thanksgiving for recovering from his ailments. The author would like to express his deepest gratitude to everyone who has helped him in one way or another in accomplishing his work. Special thanks goes out to the Staff of PRC Baguio, SLU- CAC, to the Regional Director of PRC Baguioork. The author would like to express his deepest and sincerest gratitude to everyone who has taken part in his success. He is looking forward to being of help to all those who share the same ideals as his.