This study was determined to assess the extent of digitalization in service delivery of Mabalacat City by examining LGU preparedness, LGU effectiveness, training of LGU employees, and citizen satisfaction. It further sought to determine whether these perceived levels significantly differ from previous studies, examine variations in employee preparedness and effectiveness based on training level, and analyze the predictive influence of LGU preparedness and effectiveness on citizen satisfaction. Furthermore, the study aimed to formulate evidence-based policy recommendations to strengthen the digitalization of local government services, promoting more responsive planning and development of public service delivery in Mabalacat City.

Data gathering through a survey was carried out from December 5, 2025, until January 5, 2026. The respondents were LGU employees working under the city planning and development office of the local government unit of Mabalacat City, and Citizens who are residents engaged with the locational clearance process through manual or digital channels. The data gathered were tested using a one-sample t-test, regression analysis, and an ANOVA to determine possible significance among performance indicators. The results of this study suggested that data and system preparedness, under the variable of LGU preparedness, LGU Effectiveness, LGU Employee training, and Citizen satisfaction, were the significant variables that influenced the digitalization of the local government unit system towards a more responsive service delivery policy of Mabalacat City.

Authors:
Eddie de Castro, Philippine Christian University, Philippines
Renalyn Estiller, De la Salle University, Philippines
Joseph Estiller, De la Salle University, Philippines
Jennilyn Jimenez, Interactive Training Guild, Inc, Philippines

About the Presenter(s)
Dr. Joseph R Estiller is a professor and department chairperson at De La Salle University-Dasmarinas in the Philippines. His research focuses on the digitalization of the local government unit system towards a more responsive service delivery policy.

Eddie Concepcion de Castro Jr., PhD, is a Consultant in the Philippines specializing in Project Development, Management, and EHSS. He supports public and private sector projects, ensuring compliance, sustainability, safety, and efficient operations.

See this presentation on the full schedule – Monday Schedule

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