Implementation, Challenges, and Customer Satisfaction of Digitalizing Local Civil Registry Office in the Three Cities (GENKORKID) of Region XII

Abstract

This study examined the implementation of digitalization in Local Civil Registry Offices (LCROs) in General Santos City, Koronadal City, and Kidapawan City (GenKorKid) in Region XII. Guided by Policy Implementation Theory, SERVQUAL Model, Digital Era Governance, and the Technology Acceptance Model, the study assessed the extent of digitalization, customer satisfaction, challenges encountered, and differences among cities. A descriptive-correlational design was used involving LCRO employees and customers. Data were gathered through a validated researcher-made questionnaire and analyzed using descriptive and inferential statistics.

Findings showed that digitalization in the three LCROs was moderately implemented, indicating that digital transformation remains in a transitional stage. Technology adoption received the highest rating, while process automation obtained the lowest, reflecting limited system integration and operational efficiency. Despite this, customer satisfaction was rated very satisfied, particularly in timeliness and service quality.

The major challenge identified was the redundancy of work processes, specifically the re-encoding of civil registry entries into the PhilCRIS system. Although documents had already been encoded by stakeholders such as birthing institutions, LCRO personnel still manually re-entered the same information, increasing workload, costs, manpower needs, and risks of human error and data inconsistencies. Other challenges included inadequate ICT infrastructure, limited technical support, data security concerns, insufficient digital literacy, and budget constraints.

The study concludes that system upgrading, stronger system integration, workforce development, infrastructure investment, and policy support are necessary to achieve efficient and sustainable digital transformation in LCROs.