A Case Study on Waiting Line Management for the Land Transportation Office of the Philippines

The Philippines’ Land Transportation Office (LTO) has the task of evaluating and processing citizen’s applications for driver’s license for professional and non-professional purposes. The office sees many customers each day and the need for an efficient waiting sitting was needed. Several process optimization and productivity improvements will be discussed in this research. Improvements along the lines of robotic process optimization, social media bots, existing efficient and effective processes, and the like, will be considered in developing suggestions for optimizing waiting line management in the LTO. In addition, existing congestion surveillance methods are explored to consider more solutions. The LTO currently implements a multi-channel, multi-phase line management system for all branches in the country. The research aims to evaluate its effectiveness in processing new driver’s license applications in the National Capital Region within a set period of days. The system has proven inefficient based on recent data taken between 2019-2020 [1], even considering the decline in applications because of the COVID-19 pandemic. There is an expected spike in citizens applying for driver’s licenses once the quarantine restrictions are lifted entirely, and an effective waiting line management system will be needed. A solution can be created by taking inspiration from efficient process systems from the United States and United Kingdom.