A Study on the Extent of Client Satisfaction on the Computerized Driver’s License Processing

Abstract

This study is about the extent of client satisfaction on the computerized driver’s license processing. It aims to determine the attitude and extent of satisfaction among Land Transportation Office (LTO) clients on the computerized driver’s license processing, and whether demographic variables, such as age, gender and level of education affect their overall satisfaction on LTO’s service delivery. This study is a descriptive research that focuses on the perception and attitudes of LTO clients towards the computerized driver’s license processing. It tries to find a match between the supposed benefits of computerization on the one hand – specifically on service delivery – and client perception and satisfaction on the other.

To administer the study, the researcher used the survey research design. The survey also made use of both quantitative and qualitative approaches in the conduct of the research and in coming up with an assessment on whether or not the computerization of LTO processes meets the expectations of its supposed beneficiaries. Several statistical tools were employed in the analysis and interpretation of data that were gathered through the survey – such as frequencies, percentages (cumulative and percentage distributions), mean, media, mode and cross tabulation or bivariate tables and Pearson’s Product Moment Correlation Coefficient Test.

On the other hand, qualitative data were gathered through interviews and consultations with Ms. Ma. Lourdes Sotto, Information Officer of Stradcom Corporation. The LTO-IT (information technology) project is the country’s first government IT project to be implemented under the Build-Operate-Own (BOO) Scheme, pursuant to Republic Act No. 6957, as amended by Republic Act No. 7718, otherwise known as the Build-Operate-Transfer (BOT) Law. Under this arrangement, Stradcom Corporation, the private company to whom the project was awarded after public bidding, shall fund the PhP3.4-billion project. Stradcom will finance, construct, operate, own and maintain the IT restructure for LTO for 10 years, with project cost to be recovered from IT-based service fees collected for the use of the IT facilities. The LTO-IT Project aims to interconnect LTO offices nationwide, automate and integrate its critical business processes, and enable online and real-time processing of transactions. It seeks to inform LTO into a modernized agency that provides much-improved public service and promotes good governance.

The study found out that albeit the modernization efforts of the LTO, its clientele still feel and see that the accuracy and efficiency that the agency promised to its clientele is far from what the agency promised. Clearly revealed in the study is the level of overall dissatisfaction of the stakeholders in terms of speed, cost and convenience. The respondents hardly notice the development on the manner by which businesses are handled: waiting time still takes hours; the expense is not proportioned to the kind of service; and fixers are still very much around. The study suggested several steps on which the LTO could improve its services in terms of driver’s licenses process to make a substantial impact, like the proponents of the project revisiting the existing processes and identify gaps between what was projected and the actual circumstance, the ability of the frontline and main users to adapt to change, the proponents to look beyond computers and carefully consider the needs of its stakeholders.

The study also recommended that application and renewal of driver’s license be done through e-mail/computer. Networking LTO’s system to the National Statistics Office and other law enforcement bureaus (Philippine National Police Traffic Management Center, Metropolitan Manila Development Authority, etc.) for verification and validation could ease waiting and eliminate fixers. In terms of the effectiveness and rationality of the LTO requirements (medical examination and drug testing), it is recommended that the requirements be reviewed and measures to address the issue on requirements have to be instituted. Random drug testing is likewise advised to eliminate drivers staying clean only on the dew months prior to their renewal/application of driver’s license. Also, the study recommended that more studies on government computerization be conducted since such studies would still be very useful in evaluating the value and worth of ICT, and in assessing the highly celebrated role of ICT in governance.

Demographic characteristics and their skills and practices in sugarcane production before and after OPSI; (4) Determine the level of effectiveness of OPSI in facilitating information sharing among the participants’ skills and practices in sugarcane production; (5) Determine the level of effectiveness of OPSI in facilitating information re-use relationship between the level of information sharing and level of information re-use of sugarcane production techniques; (6) Determine the relationship between the participants’ skills and practices and the level of information re-use in sugarcane production techniques; and (8) Find out the participants’ level of dependence on OPSI as a learning tool.

The study used the After-only Survey research design. Using the purposive and stratified sampling, 100 respondents were chosen from OPSI participants of 2001-2005 in Negros Occidental. A 5-part post intervention questionnaire either in English or Ilonggo version was used to gather the needed data. Analysis showed that respondents were mostly male, married, catholic, in average age (43.8 years old), either college graduates or did not finish at all, had shorter farming experience and were managing a small area of land.

Most respondents were updated in skills and practices in sugarcane production techniques before OPSI but more applied the recommended technology after the training. The respondents were still dependent on OPSI in facilitating the learning process though there were significant relationships between socio-demographic characteristics and several skills and practices in sugarcane production.