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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:

-Application
-Registration
-Walk-in
Exams
(Selected
Profs.)


-Biometric
Identification/V
erification
(hand/facial)

-Online
Payment

-Legal Inquiry
System for
Profs.

-Multi-channel
Notification &
Inquiry System
(MMS-based)

-Professionals
Membership /
Subscription
System

-Online
Research
Facility
-Web-based
transactions:

-Verification
of All
Professionals
Credentials



-Walk-in
Exams
(All Profs.)


-Multi-
transactional
Smart ID
Cards
(transact
anywhere)

-Multi-channel
Notification &
Inquiry
System
(3Gen WAP-
based)
-Walk-in
Exams outside
Manila
(Regional Test
Centers in
Baguio, Cebu,
Davao)



-ASEAN Test
Center Facility



-Voice
Activated Web
Portal

-Braille-based
exam for blind
professionals

-Walk-in Exams
abroad
(Embassies &
Consulates:
U.S.A,Canada,J
apan,Dubai,Chi
na,U.K,Germ.,
France.,Italy)


-ASEAN-wide
standardized
professional
exam








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


1. Retrenchment 1. Concentric Diversification
2. Concentric Diversification 2. Horizontal Diversification
3. Horizontal Diversification 3. Conglomerate Diversification
4. Conglomerate Diversification 4. Joint Ventures
5. Divestiture
6. Liquidation

SLOW MARKET GROWTH

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)








2006 Nov 2007
Examinees 290,800 307,090
Registration (new
professionals)
101,442 101,472
Renewal 362,647 301,933
Stateboard
verification
31,901 24,359
Professional IDs
issued
442,168 413,708
Board Certificates
issued
76,691 69,423
Endorsement Cert &
COCs processed
58,667 32,900
Certifications/Special
Permits
159,590 169,373
Authentications 178,385 204,004
Cases resolved 562 350
Inspected schools
and firms
96 183
Financial operations
(in pesos)


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.

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