E-Government Technologies on Citizen Engagement and Service Delivery in the Local Government Unit of Santiago City

This study examined the impact of e-government technologies on citizen engagement and service delivery in Santiago City, Isabela, focusing on residents’ interaction with digital platform. A quantitative research design was employed, using a structured questionnaire that was administered to 383 respondents selected through convenience sampling. Results showed that respondents’ interaction with digital platforms was “Not Experienced” in terms of difficulty, apart from limited awareness of platform features; the impact of limited e-government adoption on service delivery and satisfaction was “Very High Impact”; and the benefits of improved digital interaction were “Very Highly Beneficial.” Significant differences in interaction were found across age, educational attainment, and religion, while significant differences in impact were found across sex, educational attainment, and religion. These results indicate that Santiago City’s e-government platforms are functionally sound and well-received, but that engagement is not uniform across demographic groups. The study recommends that the LGU sustain and expand its digital platforms, strengthen awareness and onboarding efforts, and adopt demographic-responsive engagement strategies to ensure equitable access to e-government benefits.