Digitalization of Local Government Unit: Towards a More Responsive Service Delivery Policy of Mabalacat City

Castro, Eddie C. De; Estiller, Renalyn C.; Estiller, Joseph R.; Jimenez, Jennilyn R.

Digitalization of Local Government Unit: Towards a More Responsive Service Delivery Policy of Mabalacat City

James Alexander Gordon on 3rd February 2026

Author Information

Eddie C. De Castro, Philippine Christian University, Philippines
Renalyn C. Estiller, De La Salle University, Philippines
Joseph R. Estiller, De La Salle University, Philippines
Jennilyn R. Jimenez, Interactive Training Guild, Inc., Philippines

Abstract

This study was conducted to assess the extent of digitalization in Mabalacat City's service delivery by examining LGU preparedness, LGU effectiveness, LGU employee training, and citizen satisfaction. It further sought to determine whether these perceived levels differ significantly from those in previous studies, examine variations in employee preparedness and effectiveness by 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 variables 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.