Community Outcomes of E-Collection and E-Issuance Services in the Philippine Agrochemical Regulatory Agency

Abstract

The digital transformation of government services is a significant breakthrough for improving efficiency and reducing administrative bottlenecks in public sector processes. This study examined the community outcomes of e-Collection and e-Issuance services of the Philippine agrochemical regulatory agency. A participatory action research design was employed, using structured questionnaire to collect data from 193 respondents. Data were analyzed using frequency and percentage, weighted mean, and Spearman's rank-order correlation. The study revealed a moderately positive level of adoption, and client satisfaction on the digital services of the agency. Moreover, the service performance of the agency in providing e-services was also rated acceptable by the clients. Relationships among adoption, client satisfaction, and service performance of the e-services were found significant. Addressing the need for community-level impact, the study culminated with a proposed community service interventions and empowerment strategies so that the e-services of the agency will always be responsive to the needs to the community. By validating the Unified Theory of Acceptance and Use of Technology in a public-sector digital service context, this study provides actionable recommendations for improving digital services, enhancing accessibility, and fostering greater user adoption, which can be applied to similar regulatory agencies.