University News

ICTO Launches Online Document Request System version 2.0

Aella Marie Pusod And Karylle Anne Cabugos, News, Communication Management Office

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The Information and Communications Technology Office (ICTO) launched the Online Document Request System (ODRS) Version 2.0 on October 1, 2026, at the ICTO Computer Laboratory 1, Ninoy Aquino Library and Learning Resources Center (NALLRC, Sta. Mesa Campus, Manila), introducing an upgraded platform that centralizes the submission, processing, monitoring, and communication of academic document requests.

Developed through the collaboration of the Office of the University Registrar (OUR), Resource Generation Office (RGO), and Information and Communication Technology Office (ICTO), the new system is designed to make document transactions more accessible to clients while providing university offices with a more integrated platform for managing requests.

ODRS Version 2.0 builds on the University's original online document request system, which was launched in 2016. According to ICTO Director Sally C. Mua, the system was later expanded to the Open University in 2020 and the College of Law in 2021. Online payment through LinkBiz and other payment gateways was introduced in 2022, followed by the integration of the Academic Record Express Delivery System in 2025.

As more services were added, Mua said the original system needed to be revised to accommodate additional academic units and future expansion. She compared the first version to a small house that could no longer accommodate more tenants, while Version 2.0 was designed as a larger system capable of accommodating a growing number of users and services.

University Registrar Jose M. Abat presented the upgraded platform's eight features, which work together across the different stages of a document request.

The process begins with University-wide Request Management, providing a centralized platform for document requests across PUP’s academic units and campuses. The End-to-end Request Workflow enables authorized personnel to monitor requests throughout processing, while Intelligent Request Routing directs transactions to the appropriate offices. Centralized Client Management provides access to client profiles and transaction records in one interface.

The platform also supports Integrated Communication for requirements, clarifications, and instructions, keeping client-office interactions within the transaction. Real-time Monitoring and Tracking provides visibility into request statuses, while Reports and Data Visibility supports monitoring, evaluation, and data-driven management. A Client Satisfaction Survey further gathers user feedback on the service.

The system is further supported by a Configurable University Platform, which allows administrators to manage documents, academic programs, processing schedules, and holidays according to the operational requirements of different offices and academic units.

The need for a more integrated system was also linked to difficulties experienced by clients who had to travel to campus to process documents. During the launch, PUP registrar officials recalled cases in which clients traveled long distances, including crossing the sea, only to find that their transactions could not be completed because of incomplete requirements.

“Malaking tulong na online,” (“It is a big help that it is online.”), a PUP community member said. Mua likewise emphasized how online processing can reduce the need for clients to travel to campus.“Hindi na po tayo tatawid ng dagat, pindot na lang,” (“We no longer have to cross the sea; it only takes a click.”) she said.

The project identifies three key areas of value: the client, the processor, and the University as a whole. Clients gain enhanced access to document transactions without the need for physical visits. Processors, on the other hand, receive centralized tools for managing, routing, communicating, and monitoring requests. At the institutional level, the data generated through the system can support reporting, evaluation, and further service improvements. Additionally, security was a crucial consideration before the system’s rollout.

Executive Vice President and Vice President for Planning and Finance Alberto C. Guillo said the upgraded system reflects the University's effort to continuously improve its existing services. “We do not settle for what is now, and what is current and what is existing,” Guillo said.

The initiative supports the United Nations Sustainable Development Goals (SDGs), particularly SDG 4: Quality Education, by improving access to essential academic services; SDG 9: Industry, Innovation and Infrastructure, through the use of digital technology to improve institutional processes; and SDG 16: Peace, Justice and Strong Institutions, by promoting more efficient, accessible, and responsive public service. These efforts reflect the role of digitalization in strengthening university services and improving the overall experience of the PUP community.

For its initial rollout, ODRS Version 2.0 will serve the Sta. Mesa Campus, covering units from the Laboratory High School to the Graduate School and Open University. Mua said the initial implementation will allow the University to identify areas for improvement before expanding the system further.

As the upgraded system begins its initial implementation, user feedback and transaction data will help identify succeeding improvements, continuing PUP's efforts to develop a more accessible and responsive digital document service.