RUNNING HEAD: E-Governance Initiatives and Their Impact on Transparency and Service Delivery:

A Study in Local Government Unit

E-GOVERNANCE INITIATIVES AND THEIR IMPACT ON TRANSPARENCY AND

SERVICE DELIVERY: A STUDY IN LOCAL GOVERNMENT

Ericka R. Balidoy, LPT, Ma. Cindy Joy P. Jagdon, Christoper A. Saavedra,

Marmelo V. Abante, Ph. D, DIT, MBA, Florinda G. Vigonte, Ph. D

[email protected], [email protected],
[email protected], [email protected],
[email protected]

World Citi Colleges, Graduate School Department

960 Aurora Blvd. Bagumbuhay, Quezon City

ABSTRACT
The governments too, in this arena of modernizing world with technological advancements in almost
every field and making major impacts on these very fields, try using such developments to modernize
their relationship with the general public effectively and efficiently. In this regard, this systematic
review, following the PRISMA framework, will delve into how integrating technology within
government services improves efficiency for better delivery. This literature review considers the impact
of e-governance initiatives regarding transparency in the service delivery of local government. This
research evidenced that digital technologies and platforms could significantly lessen procedures and
bureaucratic delays, while raising the level of information and accessibility of services for citizens.
Besides, the E-governance projects served to raise accountability by making the activities of
government more visible and accessible. The descriptive and correlational approach shall be employed
to study the effect of e-governance on transparency in service delivery. The surveys are the major tools
for data collection, enabling one to gather information systematically both from local government
employees and its citizens. The infrastructures in Quezon City have highly increased their efficiency
of services offered by implementing the "QC e-Services" among other online platforms. Developments
like these have streamlined processes, improved civic engagement, and reduced red tape.

Keywords: E-Governance, Efficiency, PRISMA Framework, Quezon City, Service Delivery,

Technology Integration, Transparency

INTRODUCTION
As observed during the 2020 pandemic, transforming public administration services through some
technology is entirely appropriate. Some well-known programs were impossible to launch under the
e-government or the e-governance model but were a reality. Shaikh et al. (2016) have explained e-
government or e-governance, as the name suggests, as a strategic use of ICT in the public sector to
enhance information and service delivery and create an efficient system where citizens should also
participate in government decision-making. The government should be more responsible,
accountable, and transparent. Academicians are in a complete dispute over the interchangeability of
these terms. To address this debate, West, A. P. & Wind J. (1996) pointed out that e-government is
using new ICT to offer government services, improve government functions, and engage citizens. On
E-Governance Initiatives and Their Impact on Transparency and Service Delivery: A Study in Local
Government Unit

the other hand, However, Drucker (2001) defined e-governance as the application of ICT to
bolster public administration and governmental processes.
The research plan seeks to understand the role of e-governance in influencing the use of ICT
in the push towards a citizens' responsive government that effectively executes its public
responsibilities. Given the changes within this area, it also looks at how these could be integrated with
technological advancements to improve the system's efficiency, visibility, and general effectiveness.
Accomplishment and openness are among the issues examined in the study to determine the effects of
e-governance on processes and the government's work to ensure officials bear the responsibility for
their actions. Thus, the study shows how technology may assist the government in delivering services
to its people and how the change will manifest itself. It also assesses the efficiency of digital resources
in terms of the quality of the service, productivity, and accessibility.

The three major target groups are the government, business-interest groups, and the citizens. While
considering these three target groups, it is important to gain an understanding of the three different
electronic contacts that take place in e-government between these target groups, namely government-
to-government, government-to-business, and government-to-citizen. The government, business, and
interest groups are the main targets of e-governance with respect to its external strategic goals and
internal aims. In support of one of the targets of e-governance, Lagrandeur 2023 mentions that the core
of public administration is on the citizen and puts strong emphasis on democratic governance and
accountability to the citizen. This as-termed 'digital-era governance' or DEG offers the ideas of
reinjecting services, providing citizens with integrated services and accomplishing integrated digital
reforms in administration. DEG can, in effect, be sold based on being a new modality of governance
where technology is used to improve the quality of service and enhance administrative efficiency. The
efficiency of the performance and the functioning of City Hall is always under the supervision of the
elected officials and the local government. Techno-support for public institution administration is
known as e-administration in cases of increased productivity in tasks accomplished. In many ways,
digital governance means engaging key stakeholders – residents and corporations. There is international
cooperation, the pooling of resources, and the integration of new information and communication
technology (ICT). Furthermore, Legaspi and Margiza (2021) have it that digital media or digital
governance goes hand in hand with applying ICT in governance. -This has required accountability,
efficiency, and transparency in business and government undertakings, as well as the need for enhanced
decision-making processes, the availability of information to the public, policy formulation, and
amount, among others. A United Nations study in 2014 shows that through innovation and e-
government, the public administration could provide more efficient responses to the calls that come
from the demand of accountability, openness, and better delivery of services. In fact, e-government can
support the better management of natural resources, social development, and inclusive economic
growth in creating conditions for developing lower and vulnerable categories. They also include a range
of ICT capacity building, knowledge transfer, and diffusion instruments, as well as the enhancement of
e-government solutions. Moreover, the practice of e-government introduces numerous positive effects,
such as new employment opportunities, health, and education, which, in one way or another, help a
nation in its sustainable growth.

The following urgent issues were considered as one of the reasons for the study: local
government units are experiencing problems delivering poor service, citing old procedures and
administrative red tape as an alibi. The purpose of this study is to establish whether e-governance has
the potential to shorten the procedures and, at the same, enhance the aspect of quickness both in general
and in the provision of quality services to the public. Another concern is the involvement and
confidence of the people in the leadership where an investment to their interests has been made to serve
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them. A working session is emerging to enhance public trust in the government and citizen engagement.
E-governance can provide avenues for communication and an easy way to get information and services
from the government. The third concern in type is associated with technological augmentation issues.
However, some organizational and technological factors are barriers to having an integrated system
across the different departments; thus, e-governance still needs to exist. Under the drawing of these
concerns, the study seeks to determine them and review how they affect the effectiveness of e-
governance programs.

Finally, the most significant objective of this research is to assess the level of impact. Although
a form of e-governance that is in practice employed more than others (as compared to, for example,
open government), there is a surprising lack of data on the impact of those services. This research will
address this shortage of information by providing straightforward data on the implications of these
strategies in a specific local government concerning service delivery and transparency. In addition, this
study focuses on the ability of the government website to provide e-governance purposes in local
government units. By evaluating the implementation of e-governance initiatives in LGUs, the
researcher seeks to address the following concerns:

1. What is the level of e-governance initiatives of the city respondents?

2. How may the city transparency be described?
3. What is the status of service delivery performance in local government across key sectors?

A. Education
B. Market One Stop Shop
C. Health
D. Social Services
E. Building Permits

4. What is the relationship of e-governance and openness?

5. What is the relationship between e-governance and service delivery?
6. What policy recommendations can be developed and formulated to help enhance local e-
governance?

The subject matter of this study is enshrined in what it elicits about the probability of
comprehending the benefits resulting from the utilization of digital instruments in the fight against
corruption and for improving the transparency and accountability of local governance. It can analyze
the problems arising from e-governance implementation, propose enhancements to the services,
identify efficient ways and means, and offer valuable recommendations to unleash the full possibilities
of the digital plan. This research aims to apply technology to eradicate avoidable waste, enable the
smoother provision of public service, and enhance the benevolent cooperation of the people and the
local government.

Methodology for Systematic Literature Review

Research Design

This systematic literature review is based on the PRISMA (Preferred Reporting Items for Systematic
Reviews and Meta-Analyses) framework and, as such, has ensured a transparent and comprehensively
systematic review of the literature on e-governance initiatives and their impact on transparency and
E-Governance Initiatives and Their Impact on Transparency and Service Delivery: A Study in Local
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service delivery in local governments. The review involves the identification, screening, eligibility, and
inclusion of relevant studies.

Data Sources

An expansive search strategy was designed using academic databases, including Google Scholar,
Scopus, JSTOR, and ScienceDirect. The search was expanded through the consultation of government
reports, case studies, and grey literature on various aspects of e-governance projects and their respective
impacts. Some of the keywords used during the search include but are not limited to:

 "e-governance"
 "transparency in government"
 "service delivery"
 "local government digital transformation"
 "ICT in governance"

Study Selection Criteria

The following inclusion and exclusion criteria were used:

• Inclusion/exclusion criteria:
o Original research, targeting studies within the period from 2010 to 2024.
o Peer-reviewed journal articles, conference papers and government reports.
o Studies that clearly investigated e-governance initiatives in local government and their
impact on either transparency or service delivery.
o Studies that used qualitative, quantitative or mixed-method approaches.

• Exclusion criteria:
o Studies that focused only on national e-governance without relation to local
government.
o Articles that ought to have presented measurable outcomes on either transparency or
service delivery.
o Studies published in non-English language.

Data Extraction and Quality Assessment

Data were extracted using a structured form that captured the following information:
 Author(s)
 Year of publication
 Study objective(s)
 Methodology used (quantitative)
 Key findings related to e-governance, transparency, and service delivery.

The quality of the individual studies was appraised using an adapted version of the Cochrane Risk of
Bias Tool, along with checklists from CASP (Critical et al.), in order to assess the methodological
rigor and relevance to the research questions.
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Data Synthesis

The data from the included studies were synthesized using a narrative synthesis approach. Key themes
and patterns were identified, focusing on the relationships between e-governance initiatives and their
impact on:

1. Transparency (as determined by accountability, openness, and information accessibility).

2. Service delivery (evaluated through efficiency, user satisfaction, and reduced bureaucratic
delays).

Quantitative data, where available, were also synthesized using descriptive statistics and multiple
regression to summarize findings across different studies.

Ethical Considerations

The review process was carried out in accordance with ethical research practices, whereby findings
have been represented correctly, all sources have been duly acknowledged, and reporting is transparent.
No human participants have been used in this study.

This approach provided a methodological means of systematically conducting a rigorous review of the
literature related to e-governance, transparency, and the delivery of services within local governments.

PRISMA DIAGRAM

Figure 1. PRISMA Diagram

E-Governance Initiatives and Their Impact on Transparency and Service Delivery: A Study in Local
Government Unit

Source: Haddaway et al., 2022

PRISMA Generator: https://estech.shinyapps.io/prisma_flowdiagram/

RESULTS AND DISCUSSION

E-Governance Initiatives of Quezon City

One stroke of its locally initiated new stride is the institution of an e-government program
initiated by the Quezon City local government and integrated into the national government's digitization
framework. By applying various online platforms and services it has adopted, efficiency, transparency,
and access have increased for its citizens. For one, the online permit application system reduced red
tape. It significantly lessened the time and effort needed by its citizens to secure necessary permits
(Department of Information and Communications Technology, 2020). The city's website ensures that
information and services are consolidated in one location, enhancing citizen engagement and
participation in the city.

This has also been achieved through e-governance through the "QC e-Services" electronic
platform, established in Quezon City. Through this portal, a host of services can be provided, including
online payment of taxes, business permits, and government documents. By consolidating these many
services under one roof, Quezon City has minimized visits to government offices for the above-
mentioned purposes, thus mitigating time and effort on the part of people and government employees.

Furthermore, the city has also created digital infrastructure, increasing broadband access and
establishing digital hubs in most communities. It has ensured a fair distribution of access to technology,
thereby making the many internet services available in Quezon City more affordable and usable. This
helps the city ensure its society is technologically empowered and inclusive.

On e-governance, conditions in Quezon City have vastly improved but there are still many
barriers that are experienced in the area. Digital literacy, internet connectivity, and data privacy are
several of the issues to be considered to ensure fair and equal access and usage of online services.
Meanwhile, several e-governance projects currently ongoing shall be periodically reviewed and
enhanced to keep them relevant and appropriate for the purpose which it serves. Once these are
addressed and the other prevailing strengths are further developed, Quezon City will further cement its
position as one of the best cities in the Philippines when it comes to e-governance.

Transparency in Quezon City

The accountability and transparency in the way it governs itself have been spearheaded by
Quezon City. For example, putting up a website where access to public documents, financial statements,
and all other related government transactions is indeed very laudable. This follows the line of freedom
of information espoused by the government, where it is stipulated that information provided by the
public through its agencies must be accessed. Public consultations and forums where grievances are
entertained and considered have been institutionalized in the city.

Other measures to enhance transparency include that Quezon City has enacted several other
ordinances and policies to foster accountability and openness. For instance, a citizen's charter lists the
rights and obligations of citizens and public servants passed by the city. The charter lays down
guidelines for transparent and accountable communication between the citizens and their government.
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The town also developed a grievance redress mechanism through which a resident can file a grievance
against a particular government service.

While these efforts opened up Quezon City, some real challenges still remain. One example
could be the digital gap among citizens, which might reduce the rate of access to some information.
Because of this, the city has embarked on upgrading its digital infrastructure and training its citizens to
use most of the information online. In addition to that, the city has been working on enhancing the
reduction of corruption and ensuring money taken from the public purse is used effectively.

Quezon City has been doing well on transparency and accountability. But it can do more,
actually, and the city really needs to invest much, much more in improving mechanisms for access to
information and strengthening mechanisms for accountability. In that way, Quezon City can further
seal its reputation as a transparent and responsive local government.

Status of Service Delivery Performance in Local Government across Key Sectors

For proper assessment, effectiveness needs to be measured for the functioning of government
in education, healthcare, welfare, and other services, including building permits. It is in this regard that
one study calls for the need to evaluate these mentioned sectors to measure how efficient the governance
strategies are.

A. Education

Throughout history, in educational environments, service provision has been carried

out through methods including verbal communication. It is crucial to use visuals for
communication and reference resources, such as graphs and photographs. As technology
changes all aspects of our societal life, it also changes our expectations of what students learn,
how they know it, and where they will understand it to function in the new world order
(Abimbade,2005). Abimbade (2005) had an outline on the movement for the incorporation of
technology in education is real through the projects implemented in Quezon City. In this regard,
Quezon City has engaged in several ventures that aim at enhancing services; these include
designing online portals for administrative purposes and initiating programs which cover
improvement at school level infrastructure as well as training of teachers among others
(Quezon City Education Department, 2023). As Rodriguez stated, "The emphasis on
integrating technology in classrooms and upgrading of school facilities has greatly enhanced
student engagement and improved academic performance across Quezon City's public schools"
. Highlighting this modernization process and investing resources in it is evidence enough that
much work was being done to function in tandem with the needs of the multifaceted citizens
of Quezon City. This therefore means that with technology, the city is moving not just with the
times but shaping the times as well. However, it also sets a guide on how local governments
can tap into technological advancement for the effective advancement of a learning
environment. In line with providing inclusive access to quality education in the "New Normal,"
the Quezon City Government distributed over 250,000 tablets to Grade 4 to Grade 12 students
that were fully equipped with relevant digital intervention tools and equipment for learning. To
further incentivize learners and promote more responsible tablet use, the City Government
approved the policy transferring ownership of the tablets to its first-ever Grade 6 and Grade 12
graduates and Grade 10 completers in the country. The City Government adopts this approach
to supposedly level the playing field for the public-school learners in the future.
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B. Market One Stop Shop

Implementing market one-stop shops in local governments has significantly impacted

service delivery performance by centralizing access to public services. According to Linders,
Liao, and Wang (2015), one key advantage of this model is the potential for establishing
proactive e-government services. They propose a shift from the traditional e-government
model's "pull" approach, which requires citizens to seek out government services first, to a
"push" model, in which the government proactively and seamlessly provides citizens with just-
in-time information and services based on their location, needs, circumstances, and personal
preferences (Linders, Liao, & Wang, 2015, p. 2). The Quezon City Government, through the
Market Development and Administration Department (MDAD), introduced QCMOSS, the
very first digital Market One Stop-Shop system in the Philippines. QC MOSS covers vital end-
to-end processes of omni-market management, including market stall inventory management,
vendor application and registration, payments and collection management, market analytics, as
well as map layouts of market stalls where vendors can access information such as stall
occupancy status, size of the stall, and its location. These features are designed for the
convenience of the approximately 12,000 stallholders within the eight city-owned markets, 29
private markets, 46 talipapas, and 4,000 hawkers in Quezon City.

C. Health

Service delivery performance in local government health sectors is increasingly

critical, especially in global challenges such as the COVID-19 pandemic. As highlighted by De
Ceukelaire and Bodini (2020), “Government-run and public state-funded health systems have
been strained and gradually dismantled in many countries. Coping with this global pandemic
and future global pandemics requires robust public, sustainable e-health systems” (p. 15).
Quezon City continues to battle the pandemic by ensuring every citizen can access free
COVID-19 vaccines. During the past year, the City Government maintained at least one fixed
large vaccination site per district. It continued to operate mall-based vaccination sites
periodically. Vaccination slots were booked online via the City’s QC Vax Easy site. Vaccines
were brought closer to the community in response to waning demand and made available at all
66 City-operated health centers beginning in October 2021. Teams were also mobilized to
perform area-based vaccination, going house-to-house to vaccinate QCitizens.

D. Social Services

Social services within e-governance entail leveraging technologies and systems to enhance
and simplify the provision of social services. Through integrating information and
communication technology (ICT), e-governance enhances government operations and services
by making them more accessible, effective, and transparent to the public. With ICTs, the
governance process can improve by providing tools for open communication and efficient
public discourses. Thus, from the standpoint of possible electronic discourse over civic
communication and policy evolution as well as in democratic expressions of citizen will, e-
governance depicts a technology-mediated interaction between citizens and their governments
(Marche & McNiven, 2009). As part of the City’s effort to help citizens access its services with
ease and convenience, the Social Services Development Department (SSDD) implemented four
online services: educational assistance for children with disability, educational assistance for
children of solo parents, capital assistance/small income, generating assistance, pre-marriage
orientation, and counseling. QCitizens can log in with their account at the QC E-Services
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website to access the application forms and documentary requirements. The SSDD
institutionalized a queuing system with SMS alert/notification for clients availing of Medical
Assistance, Burial Assistance, and Social Case Study Reports. As of May 30 to August 31,
2022, there are 1,507 application answers that were processed via SSDD online. Other SSDD
services are currently in the migration process to make it online.

E. Building Permits

The demand has been growing globally to improve ease of doing business. This has
forced the governments to implement digital processes in the building permit system. A survey
conducted in 2009 among 218 companies from 19 Asia-Pacific Economic Cooperation
(APEC) member countries, construction permitting was observed as one of the significant
barriers since it was slow-moving and complicated. The effectiveness of the local government
in the management of the process of building permits adds to successful urban management
and development. This, in turn, greatly affects construction schedules, economic activities, and
compliance with various regulations. QC Build Easy is a Department of the Building Official
(DBO) program initiated in 2020, which is designed to bring ease and speed in securing
permits, clearances, certificates, and other related documents for applicants. QC Build Easy
reduces procedures to just three steps and makes processing time compliant with the required
periods under the Ease of Doing Business and Efficient Delivery Act of 2018. Since its launch,
QC Build Easy has upgraded with new features such as integration with QC E-Services, an
appointment system, an online checklist generator for 17 types of building-related permits, pre-
evaluation of digital documents prior to submission of physical documents, online registration
and assignment of building professionals to construction projects, and automated document,
delivery system (ADDS). QC Build Easy is also currently developing the integration with the
QC Pay Easy System and the online zoning verification system.

Digitalization in governance systems launched within the area of Quezon City exhibits
efficiency and transparency in service delivery. This gave way to more online platforms for its
residents, where through QC Services, they get better access to almost anything online, like
paying taxes, filing complaints, or requesting permits.

Relationship of E-governance and Transparency

E-governance and transparency go hand in glove. In other words, governments employ

information and communication technology to enhance service delivery and participation in
citizenship; namely, e-governance promotes transparency through easy access to information and
accountability. On the other hand, transparency in governance- open communication and access to
information- promotes e-governance because trust and coordination among stakeholders are promoted.
In the case of Quezon City, various e-governance initiatives at the local government level have
enhanced transparency and accountability in the city's service delivery and have therefore fostered
greater public trust in government: an online permit application and citizen feedback portal (City
Government of Quezon City, 2023).

The e-government concept is likely to enhance transparency due to the easy access to
information and processes of a government that it provides, reduces cases of corruption, and allows
citizens to take part in decision-making. For example, online government portals in Quezon City
promote access to government information concerning services, projects, and financial statements,
promoting accountability and transparency. Moreover, the e-governance projects will instill a culture
E-Governance Initiatives and Their Impact on Transparency and Service Delivery: A Study in Local
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of accountability whereby, through online means, citizens may report cases of corruption or other
malpractices.

Additionally, e-government encouraged citizen participation in Quezon City governance. For

example, through digitized means, citizens can engage with government officials more effectively and
share their opinions on matters that concern them.

In effect, this has made governance more inclusive and participatory. In addition, e-governance
has promoted ease of access to government service delivery, meaning the minimum requirement for
people to visit government offices and sometimes interact with officials to minimize time and effort
wastage (City Government of Quezon City, 2023).

E-governance and transparency are interrelated concepts that help establish an efficient and
accountable government. By embracing e-governance initiatives, Quezon City has promoted a more
transparent and responsible administration, hence better service delivery, active citizen engagement,
and increasing confidence in public institutions. With the fast-changing pace of technology, more e-
governance initiatives are foreseen to be financed by local governments as part of their broader efforts
towards good governance, transparency, and accountability.

Relationships of E-governance and Service Delivery

The concepts of e-service delivery and e-governance somewhat overlap, with the latter aiming
to shape public services to be more efficient, more transparent, and more responsive. In the near future,
the digitalization of public services will depend very much on the implementation of such digital
technologies that create maximum gains for all citizens through more responsive, high-quality,
affordable services designed to meet particular needs and perspectives (Schroeder et al., 2021). The use
of ICTs has received more attention in the eyes of the younger generation. Siar (2005) outlined six
more general uses for e-governance. According to his research, e-governance helps citizens become
more aware of their local community, improves accessibility to government services, and increases
accountability and transparency in the governance framework. Additionally, e-governance can help
people better understand how policies are made, increase their involvement in the decision-making
process, and improve communication and cooperation between the government and the public, other
governments, civil society, and other institutions. ICTs are crucial to the administrative services that
provide public services. ICTs are essential for improving citizen-government communication and for
boosting the effectiveness of the administrative system. ICTs can enhance governance by creating
communication channels and facilitating efficient public discourse.

Quezon City is a leader in the nation for simplifying all of its services so they can operate both
online and offline. The research showed that e-governance greatly enhances service delivery across
cities. Many Filipinos have been burdened with having to go to government buildings across the metro
for their request or legal document processing, consuming their time and energy, and resources, for
years. However, since society transitioned into the digital age, government agencies expanded their
services to be online, enabling more Filipinos to access their benefits. One of the major services
provided by the Quezon City administration is the QC eServices, an integrated web and cloud-based
service that can be availed through the city's website. This is envisioned to streamline and accelerate
government processes in order to make these quicker and more effective.

Digitalization initiatives implemented within Quezon City have significantly altered how
public services are provided by simplifying procedures and diminishing hurdles for residents while
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enhancing accessibility for all involved parties to governmental facilities. Online applications for
licenses, payment of taxes, as well as lodging complaints have, thus been available through the help of
digital systems. This is how electronic governance and the delivery of services became leverage for
convenience among citizens while promoting transparency and accountability level in the municipal
government. What's more, the integration of the government services allowed tracking the situation in
public facilities in real-time manner, so that the reaction to the needs has been faster and the satisfaction
of citizens has grown.

Policy Recommendations to Improve E-Governance in Quezon City

The following comprehensive policy recommendations are made in order to promote effective and
improved e-governance for Quezon City against best practices and case studies from other cities and
countries.

 Improvement of Digital Infrastructure

o Invest in High-Speed Broadband: Work to build fiber-optic networks in every
neighborhood and make high-speed, safe, and affordable internet connections available
to every residence and business.

o Digital Literacy Training: This training should be free or subsidized to give them the
skills to effectively use digital tools among citizens and make them capable of
benefiting from full participation in the digital age.

o Public Wi-Fi Hotspots: Providing easily accessible Wi-Fi zones across public areas
such as parks, libraries, and other governmental facilities. Such an arrangement would
close the gaps in the digital division and give ample opportunity for people without
personal internet connections to access governmental services and information.

 Improve Cyber-Security:

Even though the public has high confidence in the security offered by government websites, they
are still concerned about security, fear of spam from providing email addresses, and government
retention of transaction or interaction history (Ngulube, 2007).

o Employ effective security: In transacting sensitive data, introduce modern

cybersecurity technologies like firewalls, intrusion detection, and encryption
protocols to block the intrusion of government systems into the personal information
of the citizens.

o Security Audit: Regular exercises in vulnerability and threat identification shall be

conducted. This will ensure the security and resiliency against any possible cyber-
attacks to occur on government systems.

o Awareness of cybersecurity threats through the creation of awareness among the

general public and government employees concerning some common cyber-attacks
and how best to keep them safe online. This would have kept phishing scams, malware
infections, and other cyber threats at bay.
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 Empowerment by Citizen Participation:

As per Boldyreva et al. (2018), e-Government is essential to explore citizen's interaction. These
types of exploration work serve to study the factors impacting citizens' intentions to use electronic
systems, taking into account similar moments as trust, the anticipated threat, and
political Effectiveness. E-government initiatives do not often take off. It works well in developed
nations but not in emerging nations because of critical differences that affect the country's structure,
electronic preparedness and citizen growth, public personnel, technologists, and the country's
conceptual and practical challenges. Citizens' intentions to utilize an e-government system may be
influenced by variables such as their level of trust and perception of risk. The study by Boldyreva et al.
(2018) suggests increasing citizen engagement, and it would be easy to account for the characteristics
or aims of a specific study by focusing on the study of e-governance at the municipal or city level.

o Web-interactive portals that are easy to navigate through: This would address how easy
it is for citizens to navigate web pages in order to share their proposals or suggestions
regarding certain governmental services. This will make the processes easier and, on
the other hand, increase the probability of citizens communicating with the local
government authorities.

o Citizens' participation: A general feeling of participation by citizens through online

forums, social networking sites, and physical public consultations allows them to be
more active in policy-making matters and to feel closer to their municipality.

o Mobile Usage: Application development for government services must incorporate the
adoption of mobile technologies. As such, all these services will be accessible by the
citizenry from anywhere at any time of the day for convenience.

If implemented, these wide-ranging policy recommendations would afford local government

units like Quezon City a real opportunity to leap hugely forward in capability on e-governance and thus
enhance service delivery while increasing transparency and accountability.

CONCLUSION

The Quezon City local government has been striving so much in the improvement of e-
governance and transparency. It has been a committed office to accountability, participatory
governance, and efficiency in service delivery. With such an institution in character, personal
efficiencies and access indeed ensured that online services and resources maximized to make sure the
public had a trusted government. Remarkable, yet challenges on digital literacy, internet connectivity,
and data privacy continue. Building on the need to ensure that Quezon City's e-governance initiatives
are high caliber, genuine transparency among its tenets is achieved by queuing digital infrastructure
development, cybersecurity measures, and ensuring citizens are ready. By doing so, this city will seal
its position as a good governance leader and further improve its citizens' quality of life.
E-Governance Initiatives and Their Impact on Transparency and Service Delivery: A Study in Local
Government Unit

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