Did the long lines really disappear?

Those long lines of people seeking an NBI clearance used to snake from the top floor of MegaMall to the basement where NBI has a small receiving office. At the Robinson’s Galleria mall, I am told people line up as early as 3 a.m. for a number to get that precious NBI document.

It is simply horrible. I have often wondered why Malacañang has allowed this cruel and unusual punishment inflicted on our poor people for many administrations now. The inability to properly provide this front line service in a humane manner is one justifiable reason for people to lose faith in their government.

So I asked Justice Undersecretary Geronimo “Indy” Sy why we need to get an NBI clearance at all. Usec Indy said that’s the worse part of it… it is anti-poor because only the poor have a life and death need for it to get a job anywhere.

But, Usec Indy proudly said, those bad old days are over. “Notice how those long lines disappeared overnight after the DOJ introduced a proper computer system to get the job done.”

The Usec cautioned that they are not through fixing the usual initial bugs but the system is up and running. People are starting to get their clearances without having to lose sleep or waste a whole working day in a line. Applying for a clearance can now be done on line.

Still, the project is very much work in progress. I decided to “crowdsource” the question of how well the new system is doing. I asked my Facebook friends what they have seen and experienced. The reactions are mixed.

From Cebu, journalist Ares Gutierrez said “cleared na lahat sir.” Oliver Gonzalez confirmed “you can apply online then just go to the malls for payment, the process is shortened.”

But Jack Chua reports “Robinson’s Metro East along Marcos Highway: Starts from footbridge. I will take a photo on Monday.”

Neil Chiongson: “Mr. Boo, still true at least about a week ago when I got mine. One thing is noticeable. The NBI people are more courteous now. At least in my place.”

Ernest Chua: “The lines are still there…”

I guess there are no overnight miracles. I am encouraged that something is being done and progress is being made.

The new NBI clearance system, Usec Indy explained to me, “is the first time in the history that it is DOJ-owned and operated by the NBI. It also saves the taxpayers about 15 percent per year compared to the past.”

Usec Indy said some 60 sites all over the Philippines are up and the average daily volume of clearances processed is at 22k to 28k, already higher than what was delivered previously. All sites are registering increases over the past two months as capacity improves and the system stabilizes.

The online application was launched in the first three weeks after the switch-on last Dec. 31, 2013. Online applicants are now at 40 percent of total applications received.

Usec Sy, who in previous conversations impressed me as one determined red tape cutter, pointed out that they also streamlined the procedure. “The overall direction is to make the clearance process simpler, easier and less time-consuming and not painful for all those who need it.

“We are very conscious of the queues and the waste of resources. We also want to improve the turnaround time for employers and recruiters who require the clearance.”

The form distribution as the first step has been cut since it can be downloaded (www.nbi.gov.ph/clearance) and that means applicants key in their own details. The other three steps are payment, biometric capturing and releasing. Online payment and renewal modules will be introduced soon.

The Justice Usec revealed that the main NBI office center hit a historic high of almost 9,000 clearances in a single day. He saw this as reflecting the strength of the software and the faster processing time that are now in place.

I take this good news as proof that good governance works to benefit the people, P-Noy’s bosses and we need more cases of this to make Daang Matuwid meaningful. The problem in the past is that those in charge of the clearance process are more interested in other things than getting the job efficiently done.

I remember that there were controversies in the past over the awarding of the computer system contracts to unqualified entities owned by friends of whoever was in power at the NBI. This time, Justice Secretary Leila de Lima’s strict instruction to Usec Sy was just to get it done right and fast.

Puede pala. Maybe the clueless DOTC Usecs hopelessly trying to bid out the LTO computer system could take some lessons from DOJ Usec Sy.

But the NBI computer system is not the end of the DOJ streamlining effort. Usec Sy has also managed to get the cooperation of the Immigration people to think the same way about cutting red tape and save money in the process.

Thus, Filipino passport holders need not fill up an immigration arrival form… the e-passport issued by DFA is enough. Only foreign passport holders need to fill up the immigration arrival form. They are also looking for a way to make the customs declaration form redundant.

But Filipinos must still fill up a departure immigration form because they have to check that against the hold departure order list. Foreigners, on the other hand, don’t have to fill up that form.

Usec Sy promises that they at the DOJ “shall continue to innovate and institute a kaizen mentality.” He admits that this is a challenging goal but he thinks “people will not want to go back to a slower, less hi-tech system once the standards are set.”

Kaizen, according to online businessdictionary.com, is a Japanese term for a gradual approach to ever higher standards in quality enhancement and waste reduction, through small but continual improvements involving everyone from the chief executive to the lowest level workers. It was popularized by Mosaki Imai in his book ‘Kaizen: The Key To Japan’s Competitive Success.’”

Usec Indy Sy admits there are some difficult issues to be tackled in the course of getting people to accept change like the mentality of people who are used to doing the same thing for years and resist changes. But he is hopeful continuous training of organic personnel to render proper public service will win out in the end.

Wow! I couldn’t believe I was talking to a government official and a lawyer at that. Such idealism coupled with determination and restlessness to see change happen is not common in a government bureaucrat, least of all from a lawyer.

Lawyers normally think the more rules, the more complicated the process, the better. Usec Sy attributes his enthusiasm to the leadership and support of Sec. De Lima but I sense a strong personal commitment as well.

From my conversation with him, I am convinced he understands the new digital age. He sees the need to upgrade government services and regulations to meet the requirements of the digital world.

Usec Sy is one reason why I am not too concerned about the implementing rules of the controversial Cyber law. He was assigned to draft those rules and he is just waiting for the motions for reconsideration at the SC to be resolved.

I don’t think the rules he is drafting will be as draconian as many fear. For those of us journalists who had been operating under the libel provisions of the Revised Penal Code, it will simply be business as usual.

I am glad there is someone in government who has a broad view of how to digitize government operations for improved efficiency in service delivery. Short of a national ID system, we can benefit from an effort to orchestrate all the activities of the NBI, BI, DFA, NSO, GSIS, SSS and Comelec in gathering bits of information from all of us. Why can’t we be like most countries, including the US, where one number, one registration is enough to deal with government?

In the meantime, we need someone like Usec Sy or clones of Usec Sy in every frontline government office to make life easier for us when we deal with government. That’s a reasonable wish to make, I suppose.

At the bar

Atty. Sonny Pulgar sent this one.

A guy was meeting a friend in a bar. As he walked in he noticed two pretty girls looking at him. He heard one girl say to the other: “Nine.”

Feeling pleased with himself, he swaggered over to his buddy at the bar and told him that the girl in the corner had just rated him a nine out of ten.

“Sorry to spoil your evening,” said his friend, “but when I walked in they were speaking German.” –Boo Chanco (The Philippine Star)

Boo Chanco’s e-mail address is bchanco@gmail.com. Follow him on Twitter @boochanco