Descriptions of Steps Type of Channel Distance Time Cost Client’s Emotion Pain Points

Step (steps/
(mins/ hours) (Pesos)
meters)

Client’s Actions Agency’s Actions C A

1 Presents previous OR or Verifies and prints Service 1 meter 1 min. 4 min. – P30 back & + emotion – N.A.
TD to RPTD SOA Desk current year forth – public joyful
1 min.
transport fare
2 min. – Negative No queuing
delinquent emotion system
year
Off line/
power
outage

2 Presents SOA to RCC Accepts payments Service 1 meter 1 min. 4 min. – AV x 1% x 2 + emotion – N.A.
& issues OR Desk current year (Basic & SEF) ecstatic (10-20%
1 min.
discounted for
4 min. – AV x 1% x no.
advance
delinquent of years
payment)
year delinquency x
2 (Basic & SEF) - emotion – sad Absence of
& regretful authorized or
(add’l. payment substitute
for surcharge) signatories;
off line/
power
outage
 Sense of
regret for
late payment

Renewal/ Transfer/ Amendment of MTOP - Franchise

Descriptions of Steps Type of Channel Distance Time Cost Client’s Emotion Pain Points
Step (steps/
(mins/ hours) (Pesos)
meters)

Client’s Actions Agency’s Actions C A

1 Submit the complete Review application Service 1 meter 1 min. 4 mins. P30 back & + emotion - N.A.
requirements and fill up form and issue Desk forth – public joyful
application form to BPLO Order of Payment transport fare

(secure Order of
Payment)

2 Pay required fee/s at the Receive payment Service 1 meter 1 min. 4 mins. See updated
Treasurer’s Office Local Revenue
 (secure OR upon and issue OR Window Code
payment)

3 Present OR with Verify OR and Office 1 meter 1 min. 14 mins. N.A.

complete documents to schedule client for
OSB Staff seminar

4 Attend Seminar/ Conduct Seminar/ Office 5 meters - 4 Hrs. N.A.

Accreditation of Accreditation (as
Operator/Driver scheduled)

Verify, encode and Service 1 meter - 30 mins. N.A.

print Window
Confirmation/
Provisional
Authority

Release Provisional Service 1 meter - 5 mins. N.A.

Authority/ Window
Confirmation and
Verification, and
Sticker