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Abstract
This study explores how Quezon City’s e-governance programs—QC e-services, QCitizen ID, and QC Biz Easy—have improved public ser-vice delivery by making services more efficient, transparent, and accessible. These initiatives offer practical benefits, including easy-to-use interfaces and broad device accessibility, making them adaptable for other Local Government Units (LGUs) interested in digital transformation. The research also addresses challenges, such as limited technology access, funding constraints, and the need for strategies to manage resistance to change. Findings show that Que-zon City’s approach not only enhances local services but also sets a benchmark for other municipalities seeking to innovate and im-prove public service delivery through e-governance.
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This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
. Pacaño, Jr., E. A., Tayaoan, H. M. B., Molina, K. A., da Costa, E. L. S., Neverio, N. A., Malang, B. P., & Malang, J. D. (2024). Excellence In E-Governance: Replicable Innovations from Quezon City. International Journal of Multidisciplinary: Applied Business and Education Research, 5(11), 4457-4486. https://doi.org/10.11594/ijmaber.05.11.16
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Rawat, P., & Morris, J. C. (2021). The effects of technology and institutions on e-participation: A cross-national analysis (1st ed.). Routledge. https://doi.org/10.4324/9781003164326.
Ariyaningsih, B., Subagyov, A., Suhartono, B., Rivai, F. H., & Rajab, R. (2023). Imple-mentation of E-Governance to Encourage Integrated Public Services in Lebak Re-gency. KnE Social Sciences, 8(11), 159-180. https://doi.org/10.18502/kss.v8i11.13545.
Aziz, Z. A., & Sallow, A. B. (2021). Concepts of E-Governance Development: A Review. Eurasian Journal of Science & Engineer-ing, 8(1), 51-60. https://doi.org/10.23918/eajse.v8i1p51. Retrieved from https://www.inderscienceonline.com/doi/abs/10.1504/IJEG.2020.106995.
El Khatib, M., Nakand, L., Almarzooqi, S., & Almarzooqi, A. (2020). E-Governance in Project Management: Impact and Risks of Implementation. SADIL, 22(1), 1-14. https://doi.org/10.1080/1097198X.2020.1752082.
Furtado, L. S., Moura, G., Vasconcelos, D. J. R., Fernandes, G. S., Cruz, L. A., Magalhães, R. P., & da Silva, T. L. C. (2023). An analyti-cal citizen relation management system (CZRM) for social vulnerability mapping and policy recommendation in Brazil. De-cision Support Systems, 172, 113995. https://doi.org/10.1016/j.dss.2023.113995.
Giri, S. (2019). Obstacles of civil service in pub-lic service delivery in Nepal: E-governance for good governance. Inter-national Journal of Computer Science and Mobile Computing, 8(3), 269-274. Re-trieved from www.ijcsmc.com. Retrieved also from https://d1wqtxts1xzle7.cloudfront.net/61565262/Obstacles_of_Civil_Service_in_Public_Ser_120191219-56345-y6co9b-libre.pdf?1576827029=&response-content-disposi-tion=inline%3B+filename%3DObstacles_of_Civil_Service_in_Public_Ser.pdf&Expires=1729095671&Signature=Tn8xvFk6imYIYo9-FlCL6F4wqUHb1HRG5NxHoxM-ns29YRIPU-RgfUbdo-wBUz28zXE563AvoYnktQFBe5liuDFKtCXK23dLntKg0UTxzM6D7wCrtrnRLnnyjT4EfqSCQsDl3TQcC~KgDis0ZM1dB2c7UfRKhY~R07YTLJasDKviMVkYcEUsoP2YshGsGJh3g06LnguQYpfepntB3NpqsiqtoafquEwvPLt7ifIVUcDCdIQrDOKBbTs-SJgH-CnDm2Mbt~kjN9O7SUEA15l5UkkxkvxWjM4K74hINQKcL98H5GToKwDkTn7WgxoBBFudTX78p~EfdZFYZKzAiSmDy5g__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA.
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Hartanto, D., Dalle, J., Akrim, A., & Anisah, H. U. (2021). Perceived effectiveness of e-governance as an underlying mechanism between good governance and public trust: a case of Indonesia. Digital Policy, Regulation and Governance. https://doi.org/10.1080/23985038.2021.1988993.
Kompella, L. (2020). Socio-Technical Transi-tions and Organizational Responses: In-sights from E-Governance Case Studies. Journal of Information Technology for Development, 22(1), 89-111. https://doi.org/10.1080/1097198X.2020.1752082.
Lee-Geiller, S., & Lee, T. (2019). Using gov-ernment websites to enhance democratic E-governance: A conceptual model for evaluation. Government Information Quarterly, 36(2), 208-225. https://doi.org/10.1016/j.giq.2019.01.003. retrieved from
https://www.sciencedirect.com/science/article/abs/pii/S0740624X18302752.
Mukanu, G. M. (2020). Assessing the usage of e-government systems in Zambia: a gov-ernment employee perspective. Universi-ty of Zambia. Retrieved from https://dspace.unza.zm/items/46737cf3-d1b1-4537-8ab5-29ce83ce7bba.
Muradov, İ. (2022). Problems Of E-Governance İn Government Agencies And Their Solu-tions. SocioEconomic Challenges, 6(1), 79-86. https://doi.org/10.21272/sec.6(1).79-86.2022. Retrieved from https://essuir.sumdu.edu.ua/handle/123456789/87509.
Pica, V., Cecili, A., Annicchiarico, S., & Volkova, E. (2019). The Historical Small Smart City Protocol (HISMACITY): Toward an intel-ligent tool using Geo Big Data for the sus-tainable management of minor historical assets. Data, 4(1), 30. https://doi.org/10.3390/data4010030
Pica, V., Cecili, A., Annicchiarico, S., & Volkova, E. (2019). The Historical Small Smart City Protocol (HISMACITY): Toward an intel-ligent tool using Geo Big Data for the sus-tainable management of minor historical assets. Data, 4(1), 30. https://doi.org/10.3390/data4010030.
Ray, S., & Panigrahi, P. K. (2019). Defining Di-mensions for Assessing Sustainability in e‑Governance Projects. Journal of Infor-mation Technology for Development, 22(1), 1-14. https://academic-publish-ing.org/index.php/ejise/article/view/125.
Singh, H., Kar, A. K., & Ilavarasan, P. V. (2018). Adoption of e-Government Services: A Case Study on e-Filing System of Income Tax Department of India. In H. Singh, A. K. Kar, & P. V. Ilavarasan (Eds.), Opera-tions Research in Development Sector (pp. 109–123). Asset Analytics ((ASAN)). Springer. https://doi.org/10.1007/978-981-13-1998-5_7.
Skargren, F. (2020). What is the point of benchmarking e-government? An integra-tive and critical literature review on the phenomenon of benchmarking e-government. Information Polity, 25(1), 67-89. https://doi.org/10.3233/IP-190131.
Smith, J. (2023). Institutions in digital govern-ment transformation: Do different admin-istrative cultures affect e-government? A comparative study analysis of Estonia and Slovenia [Master's thesis, Erasmus University Rotterdam]. Erasmus Universi-ty Rotterdam. https://scholar.google.com/scholar?hl=en&as_sdt=0%2C5&as_ylo=2019&q=specific+features+of++e-govern-ance+innovations+make+them+replicable+for+other++municipalities+or+organizations&btnG=.
Umbach, G., & Tkalec, I. (2022). Evaluating e-governance through e-government: Prac-tices and challenges of assessing the digi-talisation of public governmental ser-vices. Evaluation and Program Planning, 93, 102118. https://doi.org/10.1016/j.evalprogplan.2022.102118. https://www.sciencedirect.com/science/article/abs/pii/S0149718922000726.
Vaidya, M. (2020). E-governance initiatives in Chandigarh (India): An analytical study. International Journal of Electronic Gov-ernance, 12(1), 4-25. https://doi.org/10.1504/IJEG.2020.106995. Retrieved from https://d1wqtxts1xzle7.cloudfront.net/102217532/Concepts-of-E-Governance-Development-A-Review-2-libre.pdf?1684095914=&response-content-disposi-tion=inline%3B+filename%3DConcepts_of_E_Governance_Development_A_R.pdf&Ex-pires=1729103883&Signature=C9J0Cd8QsQB~rbbwFLUPIcE1bDeS20CizNtBfFY970Vom2GdweatY8jYdBmGI9REwU7TR3eZ1y2h7WrD6t05qkVwo5VraHqvtACUtC2AitxPDhUjPwtAMGouwSWN-da4m74pgZpEA~Q1aUBuR79yE1ef~m3TrFGlKk296UNWEeA3lrSWTsvaQLl8nRkPD7BFnJNf4hJPFAuZd5wAmZgrov6XyE9VPxS-OetvAu~5LPpkQHRcY174wVF6rMXs-75EudiuzoekEHVk6yvU0EFOa4dwVfAE13h4nMGiitNmWQ04ooBAb53pEbwNY9P8q3OEljvsFc90ebZSfVWu503PGjA__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA.
Yarulina, N. (2019). Foreign experience of dig-ital interaction between public authori-ties and civil society. Problems of Modern Science and Education, (4), 194-123. https://doi.org/10.35432/1993-8330appa4802019194123.
Rawat, P., & Morris, J. C. (2021). The effects of technology and institutions on e-participation: A cross-national analysis (1st ed.). Routledge. https://doi.org/10.4324/9781003164326.