Philippines National Statistics Office & Unisys Civil Registry System IT Project

Sanjeev Wadhwa23 Feb 2012

© 2012 Unisys Corporation. All rights reserved. 2

Agenda

• About NSO and Unisys

• Situation Prior to Computerization

• Civil Registry System (CRS) IT Project as PPP

• CRS IT Project Achievements

• Reasons for PPP Success

• Lessons Learned

• The Future State

© 2012 Unisys Corporation. All rights reserved. 3

About NSO and Unisys

• National Statistics Office (NSO) is the primary statistical arm of the Philippine government responsible for collecting, producing and disseminating general purpose statistics

• Has the responsibility of carrying out and administering the provisions of Filipino Civil Registry Law

• Unisys is a worldwide information technology company that provides a portfolio of IT services, software, and technology that solves critical problems for clients

• With approximately 23,000 employees, Unisys serves commercial organizations and government agencies throughout the world - www.unisys.com

© 2012 Unisys Corporation. All rights reserved. 4Page 4

From…

Situation in the 1990’s prior to computerization

Increasing volume of documents

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From…

Situation in the 1990’s prior to computerization

LongQueues!

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From…

Situation in the 1990’s prior to computerization

Manual & tedious handling of document requests

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From…

Situation in the 1990’s prior to computerization

Long processing periods

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NSO Civil Registry System IT Project

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...To

… to within the day!… from seven to ten working days …

Shorter period for processing of documents

1 46No. of outlets

292,000 700,000

Monthly transactions

19% 82%

Customer Satisfaction

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What has been achieved

• Enhanced delivery of services to the public and simplified the process of civil registration

• Civil registry documents and statistical information is now efficiently organized, managed and maintained in a complete and accurate database

• Falsification and fabrication of civil registry documents has been minimized

• Improved computing capability for the NSO

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Documents in the database

Total digitized documents: 140.4 million

Deaths 18.4 M

Marriages 22.1 M

99.8 MBirths

As of Feb 6, 2012As of Feb 6, 2012

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Civil Registry System is an ongoing PPP success

“CRS-ITP is one of the most successful BOT undertakings to date.”

Ms. Lourdes J. Hufana NSO Director, Civil Registration Dept

“The NSO now ranks 11th in terms of revenues generated compared to other national government agencies. Before we were not even in the top 20.”

Ms. Carmelita N. Ericta, NSO Administrator and Civil Registrar General

“A continued focus on maintaining a deep relationship with your partner has been key to the success of the NSO Civil Registry System IT Project. A willingness to listen, understand and continually invest in the relationship is vital to the success of any Public Private Partnership”

Mr. Scott Whyman, Unisys Asia Pacific Vice President.

NSO and Unisys continue to jointly invest in, and mutually benefit from, the ongoing PPP relationship :

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Reasons for PPP Success

• Remember the end user

• Relationship

• Governance

• Continuous Improvement

• Outcomes focus

Some of the key reasons for our successful partners hip include:

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Lessons Learned

• Take a long term view on investment and anticipated returns

• Understand and respect client organisational culture

• Be open and honest in communications

• The contract is a reference point that should not be constantly circled back to

• Be prepared to invest – time, technology, resources – to innovate and meet challenges and changes

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The Future…

• More convenient, secure access to Civil Registry Document services – SMS / text message– Online

• Placing CRS services closer to the customer– Kiosks– Mobile Services

Technology driven enhancements:

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Thank You

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Supplementary Slides

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Governance & Contract Management

Need information here

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Project Phases

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Project Accomplishments

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Documents Loaded in Database

Deaths 18.4 M

Total digitized documents: 140.4 million .

Marriages 22.1 M

99.8 MBirths

As of Feb 6, 2012As of Feb 6, 2012

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Document Conversion: Impact

Remaining 2.8 % of the requests required manual processing

Conversion Hit Rate(Dec 2011)

97.2% of requests served from DB

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CRS-ITP Achievements

… to within the day!… from seven to ten working days …

Shorter Processing Period for Requested Documents

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CRS-ITP Achievements

Shorter Processing Period for Requested Documents

Service Time Performance

Duration% of requests

(Dec 2011)Within 30 minutes 71.5%

Within 2 hours* 93.7%

Within 4 hours 97.1%

Within 1 day 99.6%

Before CRS-ITP

7 to 10 days

*Target: 95% within 2 hours.

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Lessen the incidence of negative results

Negative Results

Before CRS -ITP

28%

Dec 2011

14.7%

CRS-ITP Achievements

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Preservation of integrity of civil registry documents

CRS-ITP Achievements

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Reduced dependency on paper and microfilm rolls

CRS-ITP Achievements

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Improved customer satisfaction ratings

Customer satisfaction rating was only 19% prior to project implementation.

Source: NSO Customer Satisfaction Surveys

0.0

10.0

20.030.0

40.0

50.0

60.070.0

80.0

90.0

Mar

-99

Jun-

99Sep

-99

Dec-9

9M

ar-0

0Ju

n-00

Sep-0

0Dec

-00

Mar

-01

Jun-0

1Sep

-01

Dec-0

1M

ar-0

2Ju

n-02

Sep-0

2Dec

-02

Mar

-03

Jun -0

3Sep

-03

Dec-0

3M

ar-0

4Ju

n -04

Sep-0

4Dec

-04

Mar

-05

Jun-

05Sep

-05

Dec-0

5M

ar-0

6Ju

n-06

Sep-0

6Dec

-06

Mar

-07

Jun-

07Sep

-07

Dec-0

7M

ar-0

8Ju

n-08

Sep-0

8Dec

-08

Mar

-09

Jun-

09Sep

-09

Dec-0

9M

ar-1

0Ju

n-10

Sep-1

0Dec

-10

Mar

-11

Jun-

11Sep

-11

Dec-1

1

CRS-ITP period

Prior to CRS-ITP

CRS-ITP Achievements

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From…

Situation in the 1990’s prior to computerization