Frontline Services of Cebu Normal University (CNU) Registrar’s Office: Then and Now

This study examined the career journey of the University Registrar and evaluated frontline services at Cebu Normal University’s Registrar’s Office during the 2017-2018 academic year. The research focused on key questions, including the Registrar’s significant career experiences, stakeholder perspectives on service implementation, client satisfaction, and the challenges faced by the office. A mixed-method approach was used, combining qualitative autoethnography with quantitative analysis. The qualitative aspect captured the Registrar’s lived experiences, while the quantitative approach measured stakeholder perceptions of the six core processes in the Registrar's Office. Data was gathered from 200 clients and 20 key informants, including administrators and walk-in clients, using various sampling techniques. Findings revealed that managing a public office requires adherence to laws, continuous improvement, and leadership commitment. The Registrar’s career journey demonstrated ongoing innovations, process enhancements, and the development of flowcharts that contributed to obtaining ISO 9001:2015 certification. These improvements increased operational efficiency, serving more clients daily and generating revenue beyond operational costs. While clients expressed high satisfaction with compliance to ARTA provisions and the CNU Citizen’s Charter, the study highlighted the need for improvement in the physical setup and basic facilities of the office. Based on the findings, the study proposed the PIHELOC Service Delivery Model, focusing on physical resources, information technology, human resources, financial resources, legal considerations, organizational issues, and clientele concerns, to further improve the Registrar’s Office operations.