Digital Transformation of the Public Service Delivery of Professional Regulation Commission Region 2: It’s Impact on Clients Satisfaction

Abstract

This study assessed the impact of digital transformation on the public service delivery of the Professional Regulation Commission (PRC) Region 2 and its effect on client satisfaction. Employing a descriptive research design, the study involved 221 professionals (Professional Teachers, n=104; Nurses, n=57; Geodetic Engineers, n=30; and Fisheries Professionals, n=30) who acquired their licenses in 2017 and underwent their first renewal in 2019–2020 in Region 2. Sample size was determined using Slovin’s formula. Data were collected through a validated and reliable structured questionnaire (Cronbach’s α = 0.911) adapted from relevant literature. The instrument consisted of three parts: respondent profile, level of satisfaction across three dimensions (processing time, resource utilization, and accessibility), and problems/challenges encountered. Data were analyzed using frequency and percentage, weighted mean, one-sample t-test, and Chi-square test with Cramer’s V.

Findings revealed that the respondents were highly satisfied with the digital transformation initiatives. Satisfaction levels were: processing time (M = 4.49), resource utilization (M = 4.42), and accessibility (M = 4.41), with an overall mean of 4.44—all   interpreted as “Strongly Agree.” One-sample t-test results showed significant differences from the neutral benchmark (test value = 4) across all dimensions (p = .000), rejecting the null hypothesis. Among profile variables, only profession had a significant relationship with satisfaction in all dimensions (Cramer’s V = 0.324–0.389, p < .05), while age, sex, and occupation showed no significant relationship. The study concludes that PRC Region 2’s digital transformation significantly enhances client satisfaction in license issuance and renewal. An action plan was proposed to sustain and further improve the digital services, particularly addressing profession-specific needs and identified challenges. The findings offer valuable insights for other government agencies pursuing similar digital initiatives.