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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 licenserenewals or the LERIS, a part of the Professional Regulation Commissions (PRC) InformationSystem Strategic Plan (ISSP) whichis in accordance with PRCs mission and visions callingforglobal competitiveness. LERIS serves as a tool for enabling linkages with schools and relatedagencies that PRC works with for better coordination and secure information-sharing. It will be avirtual office where registered professionals can file for exams and license renewals whereverand 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 Officeand is noteasily accessed by regional offices. It must be easily accessed in large regional offices foreasier verification of applicants information which is needed in creating temporary licenses. Ifregional offices can be given direct access to an accurate database for professionals, then, itcan issue temporary licenses to its applicants that they can use while waiting for the issuance oftheir 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 forautomation because it handles a large volume of applicants for examination and renewals. Thecurrent system works for the regional office as it tries to make use of temporary alternativesolutions but there is still a need for a sustainable and convenient system. To provide qualityservice, its processing system must possess the following qualities: Speed, Acc uracy, andConvenience. 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 withthe 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 answersheets. 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


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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 yearslater, 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 Cebubecame fully operational, offices in Legaspi,Cagayan de Oro and Davao were

established. The first licensure examinationfor teachers was also administered, and

Administrative Order No. 260 was issuedwhich calls for the further strengthening ofthe CPE Councils. In August of the sameyear, PRC proposed a mutual recognition ofprofessional licenses among ASEANcountries through individual evaluation ofbilateral Mutual Recognition Agreement atthe 5th Meeting of the Coordinating Councilfor Services in Jakarta, Indonesia. On thefollowing year, guests from Vietnam, Sri

Lanka and Mongolia visited PRC to observethe computerized examinations and CPEprograms.

In 1999, PRC launched its website in a tie-up with an application service provider,started an information disseminationcampaign on CPE, conducted licensureexaminations, and test questionsdatabanking system. In December of 2000,the PRC Modernization Act was enactedinto law on. And lastly, in 2002, PRC meets

the IMO deadline on on-line verification formaritime professionals which can beaccessed by flag and administrations. TheGovernment-Private Networking for GoodGovernance was also conducted onSeptember of that year, where memorandaof agreement were signed with 18institutions. (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 o f proc essing tim e,staggered lunch br eak, streamlinin g of

systems and procedures, and

strengthened internal and qu ali ty control

sys tems. 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 andRegistration Information System

(LERIS)

(PRC reports 2006)

Former PRC Chairperson AntonietaFortuna-Ibe claims PRC is mandated tofully computerize its functions and services


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as part of the ongoing modernizationefforts.Offices and businesses today takeadvantage of the various benefits thatcomputerization can offer. Processes areaccelerated since a computer can do thingsfaster than a human could. With the

Internet, computers and processes areinterconnected and give people theadvantage of accessing sites fromanywhere.

Since this paper focuses on automating theapplication process for the licensure examsand license renewals, it will concentratemore on LERIS. Ibe et al. also claimsLERIS is a system with web-based andnetworked applications that PRC makesavailable to the public so that the whole

registration process for a professional canbe done online. LERIS puts the PRC in theranks of globally competent agencies whichcan deliver services faster, better withoutputting undue financial strain on the peopleit serves.

These electronic programs are not beingimplemented in the regional offices. Thedatabase for professionals is only in theCentral Office in Manila. There is a need fordata access in large regional offices for

easier verification and data storage forapplicants information. Verification is usedin the renewal of licenses and applicationfor change of status/name/birth. Datastorage is used for examination applicantsfiles. In the Baguio regional office, the needfor automation is very strong because ithandles a large chunk of the volume of

applicants for examination as well asrenewals. This can be affirmed by the factthat it was awarded as the top performingPRC regional office in 2006. This wasbased on several factors which includeincome generated. A significant amount of

this was brought about by the large volumeof applicants for the Licensure Exams andregistration of licenses of professions suchas NURSING, TEACHING, CRIMINOLOGY,MIDWIFERY, AGRICULTURE, and otherprofessions, backed up by the services thatwe provide. Productivity and Efficiency wasoptimized even with the manual system ofprocessing applications. But the process is,in a way, too tedious for both applicants andprocessors because of several issues suchas, lack of office space, lack of manpower,

fluctuating number of applicants,inconsistencies and/or errors in theapplicants requirements, and poor weatherconditions; causing applicants to form longlines, longer cycle time due to problems withrequirements, applicants get wet due toheavy rain pour especially when there is nospace in the small office and they have longlines. The agency (PRC) tries to make useof temporary alternative solutions to theseby utilizing almost every inch of space in thesmall office just to fit everyone inside. In

addition, working hours are also extendedduring peak seasons, and mobile teams ordelegations are sent to different provinces inNorthern and Central Luzon to facilitate theprocessing of applications in areas such asVigan, Laoag, San Fernando, Dagupan,Urdaneta, Cabanatuan, Bontoc, andLagawe to date.


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STRATEGIC PLAN

I. Establishing Goals

VISION

o The Professional Regulation

Commission is the instrument ofthe Filipino people in securing forthe nation a reliable, trustworthyand progressive system ofdeveloping professionals whosepersonal integrity and spiritualvalues are solid and respected,whose competencies areglobally competitive, and whosecommitment to serve the Filipinonation and the whole communityis strong and steadfast.

(www.prc.gov.ph.)

MISSION

o To define, articulate and realizethe ideals of being a professionalin terms of prevailing standardsgoverning each profession.

o To deliberately, scientifically andconsistently control the issuanceof professional license to

individuals in accordance withthe value consensus and theknowledge-base of theprofession.

o To regulate in order to createconditions which can make morewidespread and binding theprofessional ideals andstandards in the actual andnormal behavior of individualsand institutions that educate andprepare professionals; those

who aspire to becomeprofessionals; those whopractice as professional; andthose who utilize the services ofprofessionals. (www.prc.gov.ph.)

VALUES (THRUSTS)

Good Governance

Good Governance Codes All-out war against fake licensing

syndicates and filing of charges in50 cases involving fakeprofessionals

Customer Focused Service Elimination of ID printing backlog

of 200,485 of June 2003,thesecond time after elimination oftwo-year backlog of 436,273 inMarch 2002

Streamlining of transactionprocedures, color-coding, revisionof transaction, forms, flowcharts,brochures, primers(www.prc.gov.ph.)

Integrity of the LicensureExaminations

Strict screening of nominees toPRBs in accordance with EO. 496

Strict implementation of "nodeferment" policy and verificationof submitted documents to ensure

that only those qualified takeexaminations Networking for External Support Stringent Anti-Fraud Measures for

Integrity (www.prc.gov.ph.)

Modernization

New and upgraded Website withportals for each of the 42professions

Development of Licensure

Examination and RegistrationInformation System, QuestionDatabank System, CentralRecords Management InformationSystem and Walk-in ExaminationSystemith other regulatoryagencies and professionalassociations around the world forestablishment of institutional
http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/


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linkages to facilities study andadoption of "best practices" andstate-of-the-art IT applications inoccupational licensing;

Networking Memoranda of Agreement signed

with Good Governance Partnersfor more coordinated campaignagainst syndicates, fixers and fakeprofessionals and more efficientservice delivery

II. Protection and Promotion ofFilipino Professionals

Participation in InternationalAgreements that promoteFilipino 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 theLicensure Examination

Upgrading of theFilipino Professionals

Customer-FocusedService

Capacity Building

Support to NationalDevt.

Networking

Modernization

STRATEGIC ACTIONS

ESTABLISHINGANYTIME ANYWHERESERVICE

INTEGRATED &COLLABORATIVE MGT& OPERATION

ESTABLISHINGGLOBAL PRESENCE

PROCEDURES

POLICIES &

GUIDELINES

USE OF ICT

TECHNOLOGY


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STRATEGIC ACTIONS PROJECTS

ESTABLISHING ANYTIMEANYWHERE SERVICE

INTEGRATED & COLLABORA-TIVE MGT & OPERATION:INSTITUTING FULLYEQUIPPED, SECURE ANDCOLLABORATIVE SERVICEFACILITY

ESTABLISHING GLOBALPRESENCE

Frontline Services / Business Systemso Licensure Examination, Registrationo Certification, Accreditationo Other services

Support Services

o Financial, Administrative, Gen Serviceso ICT Facilities Operation & Management:

Data Center, Test Centers, Automation ofOperation

o Network Operation & Managemento Backup Systemo Security Systemo Database build up / maintenanceo Data warehousing

Internet-based Serviceso Conformance to international standards

on professional practiceo Internationally-based Test Centerso Global recognition of Filipino professional


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MILESTONES YEAR 12003

YEAR 22004-2006

YEAR 32007

YEAR 42008

YEAR 52009

ESTABLISH PRC

ENTERPRISE-WIDE

INFORMATION

INFRASTRUCTURE:information systems

integration & e-

Linkages

-Define Data

Center & Test

Centers

FacilityRequirements

-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.)

-AutomatedOperations

-Total

Security

System

-Data Center

Facility Setup

(NAS,etc.)

-Test Center

Setup

-ProfessionalDB Build-up

-Cross

Agency /

Selected

Schools Data

Sharing

-Deployment

of

FMS/HRMS

-Replication

of

appropriate

applicationsystems in

selected

regions

-Deployment

of Support

Application

Packages

-Data

sharing &

collaborative

processeswith other

Regional

Offices

-Regional

Test Center

Setup: Cebu,

Davao,

Baguio

-Operational-

ization of theData 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

InformationSystem

-Knowledge

Mgmt.

System

-Test

Centers

Setup in

Philippine

Embassies

-Regional

Walk-inExams

-Facilities

Upgrade

-Walk-in

Testing in

Philippine

Embassies-Change

Management


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*ACCRONYMS & THEIRMEANINGS: (PRC 2008)1. ICT- Information and

Communications Technology2. MTPDP- Medium-Term

Philippine Development Plan3. ISSP- Information Systems

Strategic Plan4. STCW- Standards of

Training, Certification andWatchkeeping

5. MTC- Maritime TrainingCouncil

6. ASEAN-Association of SouthEast Asian Nations

7. IIRM- Integrated InformationResource Management

8. SONA- State of the NationAddress

9. OAS- Online ApplicationSystem

10. WES- Walk-in ExaminationSystem

11. ORS- Online RegistrationSystem

12. OPS- Online PaymentSystem

13. LMIS- Legal ManagementInformation System

14. EIS- Executive InformationSystem

15. HRMIS- Human ResourceInformation ManagementSystem

16. CRMIS- Central RecordsManagement AndInformation System

17. LERIS-LicensureExamination and RegistrationInformation System

18. PAR Personnel AttendanceRecord

19. LWOP-Leave Without Pay20. DTR-Daily Time Record21. OT-Over Time22. GIS- Geographic Information

System23. GSI- Geo Spatial Solutions24. ISO-International

Organization forStandardization

25. GSI-SSPI- rated as the bestable to deliversystem/process requirementsfor LERIS

MILESTONES YEAR 12003

YEAR 22004-2006

YEAR 32007

YEAR 42008

YEAR 52009

ESTABLISH PRC

AS ASEAN CENTER

OF PROFESSIONAL

EXCELLENCE

Join intl

testing

organizations

forprofessionals

Preparation

of Proposal

for (Foreign)

Funding

Formulation

of policy

recommenda

tions re

ASEAN

recognized

professionals

Preparation

for ISO

Certification

Adopt intlstandards

Consultative

Workshop

W/ ASEAN

countries

ISO

Certification


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- offers multi-disciplinaryrange of consultancyservices here and abroad.-has the expertise and theexperience in ICT enabled

services, GIS solutions,eGovernance, web portalsolutions, network solutionsand customized softwaredevelopment.

Strengths Weaknesses

Large pool of young multi-taskingfront liners

Simple and easy steps forapplications

Cost-efficient operations

Awarded as highest incomegenerating PRC regional office inthe entire country for 2006

Awarded as highest incomegenerating government agency inthe entire city for 2006

Existence of a web portal

Existence of security measuresfor database

Small office space.

Lack of Manpower.

Inaccurate Database.

Large backlog of applications

Tedious process for filing ofapplications (long queues)

Long waiting period forproduction of renewed licenses.

No temporary license issued toapplicants for renewals.

Opportunities Threats

Accessibility of an accuratedatabase for Regional Offices

Automation of systems forapplication and renewals.

Authority of regional offices toissue temporary licenses.

Funding for employees trainingand development for KnowledgeManagement.

The system can be hacked fromthe inside

Automation can be expensive.

Centralized Decision making may

take long before granting regionaloffices with access to theDatabase of RegisteredProfessionals.

Lack of employees technicalknow-how

Resistance of applicants toautomated system


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I. STRATEGY DEVELOPMENT

MARKET (SCOPE) DEVELOPMENT

The PRC Baguio RO is presentlydeploying its staff to the different regions

in Luzon to accommodate applicationsfor examination and renewals as well.The areas covered reach as far asVigan, Ilocos Norte, Dagupan City,Pangasinan, Cabanatuan, Nueva Ecija,Bontoc, Mountain Province, andLagawe, Ifugao are just examples ofthese regions.Many professionals do not have themeans or the resources to file forapplications in the regional offices, soPRC Baguio RO sought ways to come

to its direct client, which are the Filipinoprofessionals. The response from thedifferent regions was good because alarge number of applications wereprocessed from these areas.

Another opportunity for PRC Baguio ROis the automation of applications forexamination and license renewals. If wecan process these online, then wewould have an increased share ofapplicants. These would also be

beneficial to those qualified and aspiringprofessionals residing/working abroadbecause it could help them save ontime, money and effort.

PRODUCT (SERVICE) DEVELOPMENT

Since a lot of registered professionalsand repeat applicants have alreadyexperienced PRC Baguios services, theyare already familiar with its system of

implementation. Mixed responses areexhibited by these applicants.For examinees the most commoncomplain is that the screening andchecking of documents should beconsistent; because there are instanceswhere an applicant claims that he/shehas already used the same documents inthe previous years without being

questioned only to find out in thesucceeding applications that the saiddocuments are either, incomplete, invalidor unclear. These are examples ofvariations in the services, but there arealso cases where these are merely hear-

say. Aside from these, the most commoncomplains from registered professionalsrenewing their license is that theissuance of the renewed license cardstakes too long (3 to 6 months) and thatthey are hoping that PRC can issuetemporary licenses and not justtemporary certifications; which they canuse for the practice of their professionswhile waiting for the renewed licensecard itself.

As cited in IMPROVING ACCESS TOGOVERNMENT THROUGH BETTERUSE OF THE WEB, Services aregetting more and more sophisticated. It'snot just that you can get informationonline or download a form, fill it and walkto a government office in person to give itto a public servant. You can do the wholeprocess online. What is more, in somecases, the "paper" service is evendisappearing and users are faced with

just its online incarnation. In order to

meet the needs and demands of thepublic, to keep up with the growingtechnological trend and to continuouslyimprove our services, we can adapt theautomated system of processingapplications for exam and licenserenewal. For applications for exam, wecan create and send information forupdating the Central Offices databasethat would serve as their permanentrecord and basis for qualification forsucceeding applications in the event that

they fail in a previous exam. Forrenewals, we can also adapt onlineservices for the PRC Baguio RegionalOffice. This would be beneficial not onlyto those employed or situated abroad,but also those employed locally and donot have the means or resources topersonally appear before us. The way todo this is to have access to the Database


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of Registered Professionals in theCentral Office. Online applicants whodesire to have their exams taken inBaguio can easily submit theirrequirements (e-copy) and pay online.Same goes for renewal of licenses

whereby registered professionals can filethe renewal of their licenses online, andalso those who would file manually canbe issued a temporary license whilewaiting 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. Thedatabase 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

STRENGTHSS

1. Existence of a web portal2. Existence of security measures for

database Large pool of young multi-tasking front liners

3. Simple and easy steps for applications4. Cost-efficient operations

5. Awarded as highest income generatingPRC regional office in the entire countryfor 2006

6. Awarded as highest income generatinggovernment agency in the entire city for2006

WEAKNESSESW

1. Small office space.2. Lack of Manpower.3. Inaccurate Database.4. Large backlog of applications

5. Tedious process for filing of applications (longqueues)6. Long waiting period for production of renewed

licenses.7. No temporary license issued to applicants for

renewals.


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OPPORTUNITIESO

1. Automation of systems forapplication for exams and licenserenewals.

2. Accessibility of an accurate

database for Regional Offices3. Authority of regional offices to

issue temporary licenses.4. Funding for employees training

and development for KnowledgeManagement.

SO STRATEGIES

1. Benchmarking against thesystem used by the Boardof Marine Engineering in theweb portal can serve as a

gateway for the applicantsof the other professionalboards to file theirapplications online.

2. Young professionals areless resistant to change andmore open to the use oftechnology and wouldtherefore have no problemin using the access to thedatabase in creatingtemporary licenses to be

given to applicants forrenewal.

3. Easily trainable staff can becandidates for training anddevelopment for KnowledgeManagement.

WO STRATEGIES

1. Automation of systemscan expand space bycreating a virtual officethrough the PRC

website.2. Problems with

manpower will besolved by automation.

3. If authority for regionaloffices to issuetemporary licenseswould be approved thenit could substantiallyaddress the problem onlong waiting period forthe renewed license

cards.4. With online applications

for exams, the durationof physical presence inthe office is shortenedand made easy therebyshortening queue lines.

5. Online applications cansave applicants(renewals) time, moneyand effort spent whilephysically going to the

office to file theirapplications.

6. With proper technicalskills training,employees will becomemore abreast with theuse of technology forprocessing, therebymaking it moreconvenient.

THREATST1. The system can be hacked from

the inside2. Automation can be expensive.3. Centralized Decision making may

take long before granting regionaloffices with access to theDatabase of RegisteredProfessionals.

4. Lack of employees technical

ST STRATEGIES

1. The existing portal can befurther enhanced to create asystem whereby registeredprofessionals of variousboards can file for therenewal of their licensesand select which regionaloffice they would like to

WT STRATEGIES

1. An accurate databasemust be accessible forfaster verification ofrecords in terms oflicense registration sothat processing can befaster and problem onlong waiting period for


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know-how5. Resistance of applicants to

automated system

claim it at.2. The existing security

measures for the ISSP canbe used to safeguard thesystem from hackers.

3. Young multitasking

workforce can be trained tobe technically proficient withthe automated Cost efficientoperations backed up byservice excellence(supported by the awardsreceived by PRC Baguio)can help persuade CentralOffice Top Management tosupport the proposed link inthe Web Portal.

4. Since most employees are

young and idealistic,majority of PRC Baguiowould most likely be open tochange, and the rest wouldfollow suit.

licenses can beaddressed by issuingtemporary licenses.

2. Creating an onlinesystem of application forexamination and

renewals can helphandle problems withbacklog and office spaceand speed upapplications as well.

3. Although automationcan be initially expensiveand tedious, in the longrun it can save time,money and effort; andeven lessen expensesfor the agency.

4. The benefits of an easyaccess of an accuratedatabase and faster,more convenient andaccurate processingsystem would berealized in the long runand other employeeswould soon accept thenew system and getused to it once they startusing the automated

system.


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GRAND STRATEGY MATRIX

RAPID MARKET GROWTH

QUADRANT II QUADRANT I

1. Market Development 1. Market Development2. Market Penetration 2. Market Penetration3. Product Development 3. Product Development4. Horizontal Integration 4. Forward Integration5. Divestiture 5. Backward Integration6. Liquidation 6. Horizontal Integration

7. Concentric DiversificationWEAK STRONG

COMPETITIVE COMPETITIVE

POSITION POSITION

QUADRANT III QUADRANT IV

1. Retrenchment 1. Concentric Diversification2. Concentric Diversification 2. Horizontal Diversification3. Horizontal Diversification 3. Conglomerate Diversification4. Conglomerate Diversification 4. Joint Ventures5. Divestiture6. Liquidation

SLOW MARKET GROWTH

Source: Based on Fred R. David, Conceptsof 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 COMPETITIVEPOSITION 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 andStructure is a combination of Equifinality,Saticficing and Providing Political Accesson Important Issues

Equif inal i ty will be used because astrategist must not be limited to a single

means for achieving results. Most especiallyin a complex and diverse organization suchas PRC Baguio, there is a need for rationaland logical creativity on the part of thestrategist in order for changes not to beresisted by the employees and its clientswhich are the Filipino professionals.


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The second strategy could be Satisf ic ingbecause the employees of PRC Baguiowould believe more in a persons credibilityif the means used is simple and effective orin other words there are results with theacceptable strategy that was used.

And lastly, providing middle managers withPoli t ical Access on Important Issueswould be an effective strategy so as not toleave them behind because they are, afterall, the ones in charge of operations and

they supervise the front liners which arebelieved to be the lifeblood of the entireagency. This is simply a matter of givingcredit where it is due. Failure to use thistactic could put the lower level employees ina situation where they can either have an

autocratic and moody supervisor, causingchaos and unfavorable working conditions,or a demoralized and careless supervisorwho would not perform his/her duties andresponsibilities, putting the whole unit in apoor 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 appl icat ion

goes through a systematic process.

Each module cal ls on other modules

depending on what step in the whole

process the applicant gets to. For

example, the Online Applic at ion System

has l inks to the Online Payment System

to advice the applicant to pay online

once the applicat ion is given condit ion al

approval. The same Online Ap plicat ion

System has l inks to the Legal

Management Information System to

advice an applicant in case documentssubm itted electronic al ly are incomplete,

or do not pass th e electronic veri f icat ion.

(This part is to establ ish the integri ty and

securi ty 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 tosafeguard 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 readingsfrom books, information gathered from theInternet, personal interviews with keypersons such as the Regional Director and

the Head of the Electronic DataProcessing/ICT Unit, minutes of the meetingof the Chairpersons, personalobservation/experiences, and feedbackfrom the clients.


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Regional Offices(www.prc.gov.ph)

These are the offices delegated to handle the increasing number of professionals in the

country.
http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/


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The Commission administers, implements, and enforces the regulatory policies of the national government with

respect to the regulation and licensing of the 43 professionsunder 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 OccupationalTherapy

Sugar Technology ***

Veterinary Medicine

***NO APPLICATION FOR EXAM/NO LICENSESRELEASED IN BAGUIO REGIONAL OFFICE

** NO APPLICATION FOR EXAM BUT WITHLICENSES RELEASED IN BAGUIO REGIONALOFFICE


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APPLICATION FOR THE LICENSUREEXAMINATIONS

STEPS IN FILING MANUALAPPLICATIONS

Step 1.Secure Action Sheet from theGuard/Officer of the Day and accomplishthe same.

Step 2.Submit the Action Sheet forprocessing and evaluation at any of theProcessing Windows together with thefollowing:

Original and photocopies ofTranscript of Records with SpecialOrder and Date of Graduation,Special Order(B) with SCANNEDPICTURES AND WITH REMARKSFOR BOARD EXAMINATIONPURPOSES ONLY. Graduates ofNew Schools/degree Programsmust submit School Recognitionand/or Permit to Operate.

Original and photocopy of NSO-issued Birth Certificate (in NSOsecurity paper; if NSO copy not veryclear, bring copy from local civilregistrar)

Four (4) passport size coloredpictures with complete name tag inwhite background

Current Community Tax Certificate(Cedula)

Original and photo/xerox copies ofMarriage Contract in NSO securitypaper (for married female only;ifNSO copy not very clear, bring copyfrom local civil registrar)

Other specific requirements asrequired by the Commission and/orthe Professional Regulatory Board.

NOTE:Secure the following from theprocessor upon approval of yourapplication:

Computerized Application Form(CAF)

For NURSES: Nurses ApplicationForm (NAF)

For TEACHERS: TeachersApplication Form (TAF)

Permanent Examination andRegistration Record Card (PERRC)

Notice of Admission (NOA)

Step 3.Pay examination fee at any of theCashier Windows. Get Official Receipt.

Baccalaureate Degree - P 900.00 Non-Baccalaureate Degree - P600 Conditional/Removal - P450.00

Step 4.Pay for metered documentarystamp and mailing envelopes with meteredpostage stamp at the CSC.

Step 5.Accomplish the CAF/NAF/TAF,PERRC, and NOA. Indicate the OfficialReceipt number, date, and amount on theCAF.

Step 6.Proceed to any of the IssuanceWindows for final review of qualificationsand documents and issuance of NOA and

Applicants Stub, Program of Examination,Examinee's Guide and Self-InstructionSheet.

Step 7.Keep the Notice of Admission,Official Receipt, and the Applicants Stub.Bring these with you on the first day of theexamination. For further information, read

the General Instructions at the back page ofthe Notice of Admission, Program ofExamination, Examinee's Guide and Self-Instruction Sheet.

Step 8.Bring your NOA when you verifywith the PRC your school and buildingassignment which will posted at the PRC


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premises two (2) or three (3) working daysbefore the examination date.

NO APPLICATION SHALL BE ACCEPTEDAFTER THE DEADLINE:

PLEASE DO NOT APPLY IF YOU ARENOT QUALIFIED. YOUR PAYMENT WILLBE FORFEITED.

APPLICATIONS WHOSE ENTRIES WITHRESPECT TO NAME, DATE OF BIRTHand SEX DIFFER FROM ENTRIES IN THEBIRTH CERTIFICATE, TRANSCRIPT OFRECORDS (TOR), and OTHER REQUIREDDOCUMENTS WILL NOT BE ACCEPTED.

AFFIDAVIT OF DISCREPANCIES WILLNOT BE ACCEPTED.

Instruction in filling up the computerizedapplication form

1. Refer to the MASTERLIST OFADDRESS CODES posted at thePRC 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 OFSCHOOL CODES also posted at thePRC premises for the school /college / university and location.

3. Refer to the MASTERLIST OFCOURSE CODES for the coursecode.

4. For status codes, use the following:1. EX CODEExamination

Type CodePrint 1 for Complete or FirstTime

Print 2 for Repeater2. NX CODENumber ofTimes (for Repeaters)Print 0 for First TimePrint 1 for Second TimePrint 2 for Third Time and so on

DEF CODE Deficiency Code

Print "0" for no deficiency

STEPS IN FILING ONLINEAPPLICATIONS

NOTICE:The online application facility iscurrently available to maritime professionalsonly specifically the Officer-in-Charge of aNavigational or Engineering Watch .

Procedures

Log InIf you a registered MyPRC user,Apply Now,elseclick here forinstructions on Online Services.

Once registered and logged in thePRC system will recognize who youare and automatically fill in therelevant data in your profile to theservice form so that you do not haveto key in the same informationmultiple times.

Requirements1. Original and photocopies of

Transcript of Records withSpecial Order and Date ofGraduation with SCANNEDPICTURES AND WITHREMARKS FOR BOARDEXAMINATION PURPOSESONLY. Graduates of NewSchools/Degree/Programsmust submit SchoolRecognition and/or Permitto Operate.

2. Original and photocopy of

NSO-issued of BirthCertificate (in NSO securitypaper; if NSO copy not veryclear, bring copy from localcivil registrar)

3. Four (4) passport sizecolored pictures withcomplete name tag in whitebackground
http://www.prc.gov.ph/examapplication_registration.asp?svc_id=1http://www.prc.gov.ph/examapplication_registration.asp?svc_id=1http://www.prc.gov.ph/documents/LERIS.pdfhttp://www.prc.gov.ph/documents/LERIS.pdfhttp://www.prc.gov.ph/documents/LERIS.pdfhttp://www.prc.gov.ph/documents/LERIS.pdfhttp://www.prc.gov.ph/examapplication_registration.asp?svc_id=1


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4. Current Community TaxCertificate (Cedula)

5. Original and photocopies ofNSO-issued MarriageContract in NSO securitypaper (for married female

only; if NSO copy not veryclear, bring copy from localcivil registrar)

6. Other specific requirementsas required by theCommission and/or theProfessional RegulatoryBoard.

ApplicationJust choose what type of exam youare applying for and then choose theexam date and venue. This will then

reserve a spot for you on. You mustcomplete the requirements bysubmitting all the requireddocuments to PRC.

ConfirmationA confirmation message will beshown, this includes all the orderdetails including fees and next steps.

At this point you can go back andchange the number of copies orcancel your request.

Payment

Based on the type of payment optionchosen, users pay accordingly.Online payment users will get thetemporary OR by printing out thepayment confirmation page.

RENEWAL OF PROFESSIONAL ID

STEPS FOR MANUAL APPLICATION

Step 1.Present duly accomplishedApplication 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 form2. Two (2) pcs. passport size picture:

close-up, colored, plain whitebackground, with complete name tag

3. Photocopy of recent professional IDcard

4. In case of LOST professional IDcard which is still current, theapplicant shall submit a notarizedaffidavit of Loss

5. In case of DESTROYEDprofessional ID card, the applicantshall surrender the destroyed card.

Note:Representativesfiling the applicationand claiming the professional ID in behalf ofthe professional must present SpecialPower of Attorneyand valid identificationof the professional and therepresentative. PRC-registeredprofessionalacting as representatives maytransact with PRC upon presentation ofAuthorization Letterand his/herprofessional ID.

Important Notice:Architects, ElectricalEngineers, Mechanical Engineers, GeodeticEngineers, Landscape Architects, InteriorDesigners applying for renewal are requiredto submit an updated certificate ofmembership with their respective AccreditedProfessional Organization (APO).


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STEPS FOR ONLINE/AUTOMATED

APPLICATION

Log InIf you are a registered MyPRC user

ApplicationAfter Logging in, you will be askedhow many copies of this certificationyou want.

ConfirmationA confirmation message will beshown, this includes all the orderdetails including fees and next steps.

At this point you can go back andchange the number of copies orcancel your request.

PaymentBased on the type of payment optionchosen, users pay accordingly.Online payment users will get thethe temporary OR by printing out thepayment confirmation page.

Pick Up or DeliveryAfter the payment is confirmed, thepickup/delivery date will beannounced in the transaction sectionof MyPRC. Pick Up details like IDrequirements and the printout of thepayment confirmation will beneeded.


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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

verification31,901 24,359

Professional IDs

issued442,168 413,708

Board Certificates

issued76,691 69,423

Endorsement Cert &

COCs processed58,667 32,900

Certifications/Special

Permits159,590 169,373

Authentications 178,385 204,004

Cases resolved 562 350

Inspected schools

and firms96 183


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Financial operations

(in pesos)

2004 2005 2006 2007

371,480,257

583,328,000

763,229,483 771,771,679


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Income by Region

(in million pesos)

0

10

20

30

40

50

60

70


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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 RegionalOffice 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 dataneeded 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 canfile 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 assig ned to

the system. Our employees are then able

to focus on important things. We are

also able to access our d atabank faster.

I t also g ives PRC an exist ing s ystem th at

can l ink up w ith other systems in the

future as part of the Commissions

networking projects with associated

schoo ls and organizations.
http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/http://www.prc.gov.ph/


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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 Filipinoprofessionals 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 hisdeepest gratitude to everyone who hashelped him in one way or another inaccomplishing his work. Special thanksgoes out to the Staff of PRC Baguio, SLU-CAC, to the Regional Director of PRC

Baguioork. The author would like to expresshis deepest and sincerest gratitude toeveryone who has taken part in his success.He is looking forward to being of help to allthose who share the same ideals as his.

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