Yes na Yes sa OSS is one of the innovation teams of the Department of Health (DOH) which came up with the project One-Stop-Shop Online Licensing System. The team was inspired by the goal to harmonize processes under the One-Stop-Shop based on Administrative Order 2007-0021. Through surveys, interviews, and observation of data, the team identified concerns like the inconvenient application process, different modes of payment for HFSRB and FDA, confusing guidelines on licensing process, the struggle in knowing the status of application, lack of manpower, and the disjoined databases that causes individualized processing for HFSRB and FDA. They came up with various solutions such as a License to Operate (LTO) e-Processing and Information System, decentralization of initial application for LTO of hospitals, call center services for LTO processing, outsourcing of services such as application review, inspection, vehicles and equipment, LTO kiosks in malls and government offices, partnership with academic institutions, and a handbook for LTO processing. Through a process of prioritization and further processing, the team decided to pursue the LTO e-Processing and Information System which they called One Stop Shop Online Licensing System which features LTO application access anytime and anywhere, a secured account and transaction, online encoding and submission of documents, different options for mode of payment, real-time checking of status, online scheduling of inspection, and mapping geographical coordinates and intuitive alerts for users. The project aims to reduce the processing time to a maximum of thirty (30) minutes, harmonize the licensing process, and make it convenient to transact for the customers which will lead to customer satisfaction.

Insights

The team shared their gathered information done through a series of surveys and interviews, and their insights during the workshop in order to find out the reasons for the delay in the processing of the LTOs. During the discussion, several insights were given which are the following:

  1. Inconvenient application process
  2. Different mode of payment for HFSRB and FDA
  3. Confusing guidelines on the licensing process
  4. Struggle in knowing the status of application
  5. Lack of manpower
  6. Disjoined databases causes individualized processing for HFSRB and FDA

Innovation Project

Despite the Handbook for LTO Processing topping the Prioritization Matrix, the team decided to pursue LTO e-Processing and Information System which they called One Stop Shop Online Licensing System because it was deemed more relevant. The features are as follows:

  1. Application could be made anytime and anywhere
  2. Secured account and transaction
  3. Online encoding and submission of documents
  4. Different options for mode of payment
  5. Real-time checking of status
  6. Online scheduling of inspection
  7. Mapping geographical coordinates
  8. Intuitive alerts for users

Project Success Measures

Through the One-Stop-Shop Online Licensing System, the agency will be able to harmonize processes under the One-Stop-Shop based on Administrative Order 2007-0021., improve application process and harmonize the databases for the licensing process. Thus, the success measures of the project are as follows:

  1. Reduced processing time from an average of 60 days to a maximum of 30 days
  2. Consistent 30 days processing of initial application
  3. Harmonized Licensing Process
  4. Convenient Transaction
  5. Satisfied Clients
  6. Accelerated implementation of AO No. 2007-0021