Philippine E-Journals

Enhancing Public Service Efficiency: A Case Study on Streamlining Documentary Requirements for Certificate of Public Convenience (CPC) Renewal in the Land Transportation Franchising and Regulatory Board (LTFRB)

Caroline S. Balway

 

Abstract:

This study examined the streamlining of documentary requirements for the renewal of the Certificate of Public Convenience (CPC) at the Land Transportation Franchising and Regulatory Board (LTFRB). Using a qualitative exploratory case study design, data were collected from ten participants through observations, open-ended questionnaires, and semistructured interviews, and were analyzed thematically. Findings revealed that several requirements, including proof of financial capacity, OR/CR, DTI registration, and proof of citizenship, were perceived as redundant because they had already been submitted in prior transactions or were verifiable through existing government databases. Participants also reported significant challenges such as long processing time, financial costs, and difficulty securing documents due to administrative delays and reliance on other offices. Streamlining these requirements was seen to reduce processing steps, shorten transaction time, lower expenses, and improve transparency and service efficiency. Based on these results, the study recommends digitizing LTO and DTI verification, removing ITR resubmission during renewal, and implementing a pilot test of streamlined processes in one regional office. These practical measures can enhance institutional efficiency, reduce opportunities for discretionary practices, and support more responsive, citizen-centered public service delivery.