ORCAVS: Enhancing Region XII’s Civil Service Certification Process

Themes

e-Government: ORCAVS leverages information and communication technologies to improve overall productivity. The system’s real-time document transmission, online status monitoring, and reduced need for physical interactions are all hallmarks of effective e-government practices. Additionally, the planned integration with high-speed internet networks underscores its commitment to leveraging modern technology.

Innovation Leadership: The system exemplifies innovation leadership by introducing a digital approach to handling certification requests. By moving from manual to online processes, ORCAVS sets a precedent for other public-sector organizations, demonstrating how technological solutions can significantly enhance service delivery.

Overview

The Civil Service Commission (CSC), the central human resource agency of the government, faces the challenge of confirming the merit and authenticity of civil service eligibility amidst a growing client base and the need for faster services. To address this, the CSC Regional Office XII implemented the Online Requests for Certification, Authentication, and Verification of Eligibility System (ORCAVS), a web-based solution designed to automate and streamline the process of issuing and verifying eligibility certificates. This system ensures efficient and responsive service, particularly crucial during the pandemic, by enhancing accessibility, preventing fraud, and improving communication channels between the CSC and its clients, ultimately boosting productivity and service quality.

Challenge

The main challenge addressed by the ORCAVS revolves around managing a significant increase in requests for civil service eligibility verification. The COVID-19 pandemic exacerbated the volume of requests, with an 81% increase in total requests from 2,601 in 2019 to 4,709 in 2020, causing delays in processing due to manual, face-to-face submission methods. Direct mail verification requests also increased during the period by 57%. Health protocols and travel restrictions further compounded these delays. The CSCRO XII faced challenges ensuring timely service delivery while safeguarding employees and clients from virus exposure. Additionally, the manual process was prone to errors in counting transactions and other clerical mistakes, which undermined the accuracy and efficiency of the verification process. There was also a need to prevent the submission of fake certificates and maintain the integrity of the verification process, which was becoming increasingly more work under the existing system.

Solution/s

The CSCRO XII ORCAVS addresses several challenges by streamlining and digitizing the process of requesting and verifying civil service eligibility. This system enhances accessibility and efficiency for clients who can now submit requests from the comfort of their homes. The features of ORCAVS include:

User-friendly Graphical User Interface (GUI): Based on benchmarking from the Professional Regulation Commission (PRC) and the Philippine Statistics Authority (PSA), the GUI was designed to make the system intuitive and accessible for all users. It was validated through extensive consultation with stakeholders, ensuring its responsiveness to user needs.

Online Submission and Processing: ORCAVS enables stakeholders to submit requests online, eliminating the need for physical visits and reducing exposure to COVID-19. This feature streamlines the submission process and enhances accessibility for users across geographical locations.

QR Code Authentication: The integration of QR codes in certificates ensures authenticity verification, mitigating the risk of document fraud. This innovative feature enhances security and simplifies the verification process for both stakeholders and HRMPs.

Enhanced Reporting and Monitoring: The system facilitates accurate and systematic reporting, reducing errors inherent in manual reporting processes. This capability improves transparency and compliance with regulatory requirements.

Customer Feedback Mechanism: ORCAVS includes a customer feedback mechanism through a Google Form, allowing clients to rate service quality. This feature enables continuous improvement based on client feedback, enhancing overall service delivery.

These features collectively make ORCAVS innovative by leveraging technology to enhance efficiency, security, and user satisfaction in the certification and verification processes within CSCRO XII. By addressing these challenges, ORCAVS sets a precedent for modernized public service delivery in the region.

Productivity Gains, Outcomes, and Impact

The ORCAVS has significantly enhanced the efficiency of the CSCRO XII. The system has streamlined the submission process, reducing the time required for document transmission from 8 days to 4 days, as documents are now received in real-time by process owners. This reduction in processing time is a direct response to the initial delays encountered when documents were manually transferred between the field and regional offices. Feedback mechanisms integrated into the system allowed for continuous improvements, with a customer satisfaction survey showing an outstanding rating of 4.84 for certification services and 4.90 for eligibility verification. The online payment options being developed will further streamline transactions, although some regulatory delays were encountered.

Before ORCAVS, the manual submission process required the physical recording of documents and follow-ups through phone calls or emails, which was time-consuming and prone to errors. The introduction of ORCAVS streamline this process, allowing clients to submit and verify their requests online. This transition resulted in measurable productivity gains, as evidenced by the system’s ability to handle 11 requests for certifications and 5 for eligibility verification shortly after its launch. Internal testing and debugging ensured a robust system, reducing errors and increasing reliability.

This improved the timeliness and accuracy of service delivery, as requests could be processed and monitored in real-time through the client and field officer portals. The incorporation of a QR code feature further secured the process by enabling easy verification of the authenticity of certifications, thus reducing the risk of fraud. The intervention not only enhanced internal operations but also positively impacted the intended beneficiaries by providing easy access to services, which was especially crucial during the COVID-19 pandemic. The system reduced physical interactions, minimizing exposure risks while maintaining service continuity.

The ongoing enhancements and potential integration with the Department of Information and Communication Technology-Fiber Optic Cable Network aim to ensure high-speed internet connectivity, which is critical for the system’s reliability. Additionally, the regular system evaluations and client feedback analysis will support continuous improvements, ensuring the system adapts to evolving needs and technological advancements. Overall, ORCAVS has not only improved productivity performance but has also significantly enhanced client satisfaction and operational efficiency, making it a model project for public service delivery.

Overall, ORCAVS has made CSCRO XII’s processes more efficient, transparent, and customer-oriented, leading to high client satisfaction and operational effectiveness. The system’s success demonstrates the potential of digital transformation in enhancing public service delivery, aligning with modern demands for accessibility, security, and efficiency.

Lessons Learned/Challenges in Implementing the Intervention

Implementing the ORCAVS has provided several key lessons and identified potential areas for improvement. One significant lesson learned is the importance of thorough internal testing and debugging, as the initial stages revealed issues like errors in variable declarations, which were successfully addressed. However, the project faced challenges, notably the delay caused by the IT specialist’s involvement in other critical projects, leading to a 14-day delay in the system’s development. Future projects should consider dedicated resources to avoid such delays. Additionally, the integration of an online payment system still needs to be completed due to the need for adherence to strict accounting procedures and the lack of enrollment in online payment facilities. This area requires further coordination and study to provide clients with more convenient payment options. Ensuring robust internet connectivity is also vital, as issues beyond control, such as weather conditions and geographic limitations, can impact the system’s accessibility. Continuous promotion of ORCAVS through various channels and regular system evaluations are essential to enhance sustainability. Incorporating client feedback and technological advancements will ensure the system remains responsive to user needs and maintains high service quality.