Assessing the Level of Computer Literacy among the Land Transportation Office – Registration towards Effective Public Service Delivery

Annaly Arivalo; Karyllee Fronteras; Monnette Saya-ang; Floramae Walog

doi:10.36948/ijfmr.2026.v08i03.78359

Assessing the Level of Computer Literacy among the Land Transportation Office – Registration towards Effective Public Service Delivery

Author(s)	Annaly Arivalo, Karyllee Fronteras, Monnette Saya-ang, Floramae Walog
Country	Philippines
Abstract	This study assessed the level of computer literacy among Land Transportation Office (LTO) registration personnel in Cebu City and examined its relevance to effective public service delivery. Grounded in computer literacy, human capital, adult learning, public administration, and digital era governance theories, the research addressed the growing need for digitally competent government employees in increasingly computerized frontline services. A descriptive-correlational design was employed, involving 140 respondents, comprising 100 LTO employees and 40 clients from selected LTO offices in Cebu City. Data were gathered through a structured survey questionnaire and analyzed using frequencies, percentages, weighted means, Pearson correlations, t-tests, and one-way ANOVA. Findings showed that employees generally demonstrated high computer literacy in MS Word, MS Excel, and MS PowerPoint, as well as in internet usage, with PowerPoint receiving the highest rating. Respondents also strongly agreed that computer skills enhanced efficiency, accuracy, responsiveness, and timeliness in service delivery. Clients also rated the LTO’s service delivery highly in terms of efficiency, timeliness, accuracy, accessibility, and satisfaction. However, correlational results revealed no statistically significant relationships between employees’ computer literacy and the measured dimensions of public service delivery, nor between service delivery and organizational performance. The study concludes that while computer literacy remains an important competency, effective public service also depends on broader organizational factors. A computer-literacy-based service-delivery enhancement strategy was proposed to strengthen digital capability and sustain service quality within the agency.
Keywords	computer literacy, public service delivery, Land Transportation Office, government employees, digital competence, service efficiency, service timeliness, service accuracy, client satisfaction, Cebu City
Field	Sociology > Education
Published In	Volume 8, Issue 3, May-June 2026
Published On	2026-05-14
DOI	https://doi.org/10.36948/ijfmr.2026.v08i03.78359

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Assessing the Level of Computer Literacy among the Land Transportation Office – Registration towards Effective Public Service Delivery

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