Service delivery through e-governance: The case of highly urbanized cities in northern Mindanao, Philippines

Abstract

This study explored the new digital opportunity for realizing democracy in public administration. This is a descriptive-evaluative type of research, utilizing a cross sectional survey which aimed to describe and assess the service delivery through e-governance of the two (2) highly urbanized cities in Northern Mindanao, Philippines. Utilizing the mixed methods of qualitative and quantitative research designs, this paper endeavoured to examine the delivery models of e-governance applications did the Local Government Units of Iligan and Cagayan de Oro provide to their constituents in terms of; G2C (Government-to-Citizens), G2B (Government-to-Business), G2E (Government-to-Employees), and G2G (Government-to-Government) Q2. Utilizing a survey questionnaire with a 5-point Likert scale, a total of 234 survey respondents categorized as citizens, business sectors and city hall employees of the locales evaluated the efficiency, effectiveness, responsiveness, and satisfaction of e-governance implementation with regards to the delivery of the following services; administrative services, economic services, health services, and infrastructure services. Moreover, the qualitative data were obtained from the 4 key informants using an interview guide whose responses were analyzed thematically. Analyses of the findings were drawn from the delivery models of E-governance, technology, organization and environment (TOE) framework, and the role of IT in good governance. Data revealed that both LGUs had provided the four delivery models of e-governance. It is also implicit in the findings that the similar provisions and modes of service delivery by the two cities facilitated the furtherance of e-governance in their respective areas of responsibilities.