Digitalizing Government Services Through the Paspas Permit Implementation Towards A Citizen-Centered Public Service Operation in Valenzuela City
Rex S. Pajenado | Michville A. Rivera
Discipline: social work
Abstract:
The increasing digitalization of public services has driven governments to integrate information and communication technology (ICT) into gov-ernance. In the Philippines, despite efforts to enhance e- governance, bu-reaucratic inefficiencies continue to hinder progress. The Paspas Permit system launched in Valenzuela City in 2019, aims to streamline business permit transactions, reducing processing time and promoting transpar-ency. This study evaluates the implementation, performance, and user adoption of the system, employing a mixed-method research design that combines quantitative surveys and qualitative interviews. Findings in-dicate that while Paspas Permit improves efficiency, adoption remains low due to digital literacy gaps, system complexity, and lack of aware-ness. While many users appreciate its convenience, some prefer tradi-tional methods, citing trust and usability concerns. The study under-scores the need for enhanced user engagement, continuous system im-provements, and targeted promotion strategies to increase adoption and retention. Insights from this research contribute to e-governance policy discussions and provide recommendations for optimizing digital service delivery in local government units.
References:
- Aziz,Z.A.,&Sallow,A.B.(2022).Conceptsofe-governancedevelopment:Areview.Eura-sian Journal of Science and Engineering, 8(1), 51–64.
- Hanisch, M., Theodosiadis, V., & Teixeira, F. (2022). Digital governance: How block-chain technologies revolutionize the gov-ernance of interorganizational relation-ships. In Digital Transformation: A Guide for Managers. University of Groningen Press.
- Lallana,E.C.,Pascual,P.J.,&Soriano,E.S.(2002).E-governmentinthePhilippines.Latupeirissa, J. J. P., Dewi, N. L. Y., Prayana, I. K. R., Srikandi, M. B., Ramadiansyah, S. A., & Pramana, I. B. G. A. Y. (2024). Transform-ing public service delivery: A comprehen-sive review of digitization initiatives. Sus-tainability, 16(7), 2818.
- Martinez, M. T., Santos, R. A., & Garcia, L. M. (2025). Enhancing citizen engagement in e-governance:Strategiesforsuccess.JournalofDigitalGovernanceStudies,12(3),145–162.Palma,J.P.B.,Avila,L.S.,Mag-iba,M.A.J.,Buman-eg,L.D.,
- NacpilJr,E.E.,Dayrit,D.J.A., & Rodelas, N. C. (2023). E-governance: A critical review of e-government systems features and frameworks for success.In-ternational Journal of Computing Sciences Research, 7, 2004–2017.
- Singh,A.(2014).Animpactstudyone-govern-anceinIndia(applicationsandissues). Asian Journal of Technology & Manage-ment Research, 4(1).Sinha,C.G.(2021).E-governance:Impactonso-ciety.In DigitizationofEconomyandSoci-ety(pp. 93–117). Apple Academic Press.
- Vaia, G., Arkhipova, D., & DeLone, W. (2022). Digital governance mechanisms and prin-ciples that enable agile responses in dy-namic competitive environments. Euro-pean Journal ofInformation Systems, 31(6), 662–680.
Philippine E-Journals
