Track: Undergraduate Student Paper Competition

Abstract

The Philippine Statistics Authority (PSA) is a government agency responsible for handling civil registration services which include the responsibility for issuing birth, death, and marriage certificates. The tasks given to the PSA face difficulty in managing queuing time for studies have shown that the PSA has an inefficient and ineffective queuing system. The current queuing system of the PSA involves an online application, but the certificates requested are delivered after a few days or weeks. The walk-in application faces long waiting times for customers, thus resembles poor queuing management. This study aims to resolve the long queuing time experienced by customers in requesting birth certificates. The study used Define, Measure, Analyze, Design, and Verify (DMADV) process to determine the bottlenecks in the current queuing system and to provide modifications or alternative solutions that will reduce the waiting time of customers. Monte Carlo Simulation was also utilized to generate expected results for both the current and proposed solutions. Upon the utilization of tools, the researchers were able to provide two alternative systems. The first alternative incorporated a Kiosk machine and was proven to be significantly different from the current queuing system but was not able to drastically reduce the queuing time. The second alternative applied a Hybrid approach as it used online processing to replace some processes in the current queuing system. Results showed that the second alternative was significantly better and more efficient than the other two queuing systems.