Exploring the Impact of Digital Technology on Public Service Delivery and Citizen Engagement

This study aimed to investigate the impact of digital technology on public service delivery and citizen engagement using a survey questionnaire administered to 251 residents of Isabela City, Basilan through Google Forms with snowball sampling technique. The main findings of the study demonstrate the significance of digital technology in improving the accessibility, efficiency, and overall experience of public services for citizens. Results reveal that digital technology has become an indispensable tool for accessing public services, and there is a need to ensure that it is accessible and userfriendly to all citizens. This also highlights the necessity for governments and public service providers to prioritize the development of digital tools and platforms that are responsive to citizens' needs and expectations. Furthermore, the study underscores the importance of continuing efforts to improve the accessibility and usability of digital services in public service delivery and citizen engagement. Governments and public service providers need to invest in robust digital infrastructure, prioritize data protection and security, and promote digital literacy initiatives to foster digital inclusion and empower citizens to engage fully in the digital age. The potential of social media platforms, online forums and chatbots, and mobile apps may also be explored to improve citizen engagement with public services. Governments and public service providers need to continue investing in these digital technologies and address any barriers that hinder citizens from engaging fully with public services in the digital age. Valuable recommendations for public service providers to enhance their digital service delivery and citizen engagement form the highlight of this study. By encouraging user feedback, providing training and support, and investing in digital infrastructure and technology, public service providers can promote citizen engagement with public services, build trust and confidence in these services, and advance inclusive and equitable access to public services. In conclusion, the study provides a roadmap for governments and public service providers to leverage the power of digital technology to improve public service delivery and citizen engagement. Implementing the recommendations outlined in this study can create a more inclusive and responsive public service delivery system that meets the needs and expectations of citizens in the digital age.