ABSTRACT
This descriptive-evaluative study examined the policy requirements, implementation, and outcomes of the Maritime Industry Authority Online Appointment System in relation to the issuance of the Seafarer’s Identity Document and Seafarer’s Record Book. It assessed the system’s alignment with MARINA’s vision, mission, goals, and objectives; its implementation in terms of process flow, capacity building, and application; and its outcomes based on clients’ awareness, satisfaction, system performance, and employees’ satisfaction. A mixed-method approach was used, involving one hundred five (105) respondents and five (5) key informants. Data were analyzed using frequency count, percentage, and thematic analysis. Findings showed a very high level of implementation and effectiveness, with clients expressing satisfaction and employees reporting improved efficiency. Challenges such as limited slots, system delays, rescheduling issues, and connectivity constraints were identified. The system enhances service delivery, but continuous improvements are recommended to ensure accessibility and reliability.
Keywords: Maritime Industry Authority, Online Appointment System, Seafarer’s Identity Document and Seafarer’s Record Book, Policy Requirements
INTRODUCTION
The Maritime Industry Authority (MARINA) plays a crucial role in regulating and promoting the maritime industry in the Philippines. With the growing demand for efficient services, MARINA has recognized the need to modernize its processes, particularly in managing appointments for various maritime services.
To enhance service delivery, MARINA has updated its manual transactions to the Online Appointment System (OAS). The implementation of the OAS, which was formally launched on October 26, 2018, as stipulated in MARINA Advisory No. 2018-37. The Online Appointment System (OAS) was first implemented in the Davao and Iloilo regional offices to simplify the application process for the Seafarer’s Identification and Record Book (SIRB). Additionally, the system was designed to improve the efficiency of document processing in compliance with the Standards of Training, Certification, and Watchkeeping for Seafarers (STCW) requirements.
Subsequently, MARINA Advisory No. 2020-07 mandated the transition from the SIRB to the Seafarer’s Record Book (SRB), accompanied by the integration of the MARINA Seafarer’s Identity Document and Seafarer’s Record Book Online Appointment System. This development is aligned with MARINA’s 14-Point Agenda and its Integrated Management System (IMS), both of which emphasize the importance of delivering high-quality, technology-driven public services.
The implementation of the OAS aligns with the mandates of Republic Act No. 11032, also referred to as the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, which advocates eliminating red tape and adopting citizen-centric government processes. Furthermore, this initiative supports the goals of the national e-Government Master Plan (EGMP), which promotes the digital transformation of public services to ensure greater transparency, accessibility, and operational efficiency.
The primary purpose of the OAS is to streamline MARINA's appointment scheduling process, reduce waiting times, and enhance customer satisfaction. Prior to its implementation, stakeholders—particularly Filipino seafarers—faced significant challenges, including prolonged queues, scheduling difficulties, and inefficient manual procedures. By digitizing the appointment process, MARINA aims to create a more convenient, accessible, and responsive system for all users.
However, despite the anticipated benefits of the OAS, several issues have been observed and reported. Users have encountered difficulties in accessing the platform, securing appointment slots due to system congestion, and receiving timely confirmation notifications. These challenges have raised concerns regarding the system’s actual effectiveness, particularly in reaching users in remote areas, and its overall impact on service delivery and client satisfaction.
These observed challenges have prompted the researcher to undertake this study. By examining the implementation and effectiveness of MARINA’s Online Appointment System, the research aimed to assess whether the system meets its intended objectives and to identify potential areas for improvement. This study ultimately sought to contribute to the enhancement of public service delivery within the maritime sector by providing evidence-based insights and recommendations.
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