The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners

Abstract

The rapid advancement of technology has driven a global transformation in public service delivery. In the Philippines, efforts to digitalize public services are crucial for inclusive development and efficient governance. This study, titled "The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners," examines this transformation through the experiences of government employees, known as digital frontliners. These individuals are key to implementing and managing digital technologies across public sectors.

Using a mixed-method research design, the study integrates descriptive, correlative-comparative, and phenomenological approaches to gather quantitative and qualitative data. A total of 400 digital frontliners participated in a survey, while 10 key informants were interviewed. This approach provides a comprehensive analysis of the digitalization process, focusing on demographic profiles, challenges, job satisfaction, and service effectiveness.

The theoretical framework includes the Theory of Digital Government Transformation, the Unified Theory of Acceptance and Use of Technology (UTAUT), and Capacity Building and Development Theory. These frameworks help understand the dynamics of public service digitalization, technology acceptance, and the importance of capacity building.

Key findings reveal a diverse workforce among digital frontliners, significant challenges such as infrastructure limitations and digital literacy disparities, and varying levels of job satisfaction. The research underscores the need for robust digital infrastructure, tailored training programs, and streamlined administrative processes. It also highlights the importance of public-private collaboration.

The study proposes a national program to enhance the capabilities of digital frontliners through continuous professional development and innovation support. This program aims to improve digital public services, making them more efficient, transparent, and accessible. The findings provide a foundation for evidence-based policymaking and strategic planning, contributing to the Philippines' digital transformation and inclusive growth.