ARTASK: KNOWLEDGE BASED INQUIRY CHATBOT FOR THE

PROVINCIAL GOVERNMENT OF LAGUNA

A Capstone Project
Presented to the
Faculty of College of Computer Studies
Laguna State Polytechnic University
Sta. Cruz Campus

In Partial Fulfillment of the requirements for the Degree

BACHELOR OF SCIENCE IN INFORMATION TECHNOLOGY

GAMIS, JAMES FRANCIES D.

FLORES, JAIME VICTORIO M.
TOQUE, ALLAN JUDEL B.

Under the supervision of:

MIA V. VILLARICA, D.I.T.

October 2024
 ii

VISION
LSPU is a center of technology innovation that promotes
interdisciplinary learning, sustainable utilization of resources, and
collaboration and partnership with the community and stakeholders.

MISSION
LSPU, driven by progressive leadership, is a premier institution
providing technology-mediated agriculture, fisheries and other related
emerging disciplines significantly contributing to the growth and development
of the region and nation.

QUALITY POLICY
LSPU delivers quality education through responsive
instruction, distinctive research, sustainable extension, and production
services. Thus, we are committed with continual improvement to meet
applicable requirements to provide quality, efficient and effective services to
the university to the university stakeholders’ highest level of satisfaction
through an excellent management system imbued with utmost integrity,
professionalism and innovation.

College of Computer Studies Goal

The College of Computer Studies graduates are expected to
become globally competitive and innovative computing professionals imbued
with utmost integrity, contributing to the country’s national development
goals.

Program Educational Objectives

The Bachelor of Science in Information Technology graduates
are professionals that can adapt with the fast-paced computing trends
responsive to global IT demands. It is designed to enable students to achieve
the following by the time they graduate:
1. Apply knowledge for solving computing problems employing
design and development solutions for business-driven application, installation,
processes, operation, maintenance and administration of IT hardware and
software.
2. Utilize modern computing tools and techniques in research and
development projects.
3. Communicate effectively as a member or leader of the
computing society with social, moral and legal responsibilities to accomplish a
common goal.
4. Engage in life-long learning as a foundation for continuing
professional advance.
 iii

APPROVAL SHEET

The thesis entitled “ARTASK: KNOWLEDGE BASED INQUIRY

CHATBOT FOR THE PROVINCIAL GOVERNMENT OF LAGUNA”
prepared and submitted by JAMES FRANCIES D. GAMIS, JAIME
VICTORIO M. FLORES, and ALLAN JUDEL B. TOQUE in partial
fulfillment of the requirements for the degree of Bachelor of Science in
Information Technology is hereby recommended for approval and acceptance.

Mia V. Villarica, DIT

Thesis Adviser

Approved by the Committee on Oral Examination with a grade of ______.

Mark P. Bernardino, MSCS Maria Laureen B. Miranda, LPT, MIT

Member Member

Ma. Cezanne D. Dimaculangan Rina J. Arcigal, Ed. D.

Member Member

Mia V. Villarica, DIT

Research Implementing Unit Head
_____________________________________________________________________

Accepted and approved in partial fulfillment of the requirement for the

degree of Bachelor of Science in Information Technology.

Benjamin O. Arjona, Ed. D. Mia V. Villarica, DIT

Research and Development Associate Dean

Date Signed

RESEARCH CONTRIBUTION NO.

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ACKNOWLEDGEMENT

This achievement would not have been possible without the support,
guidance, and encouragement of many individuals.
The researchers would like to express their deepest gratitude to
Almighty God for His guidance, wisdom, and endless blessings throughout
the journey of completing this project. His grace and strength have been a
source of inspiration and motivation for the researchers.
To our beloved alma mater, LAGUNA STATE POLYTECHNIC
UNIVERSITY for providing the necessary tools that helped us in our career
advancement as a Bachelor of Science in Information Technology students.
To HON. MARIO R. BRIONES, ED. D., the University President,
for his exceptional leadership and care for students, professors, and staff.
To ENGR. MANUEL LUIS R. ALVAREZ, the University Campus
Director, for his steadfast support and concern for all the students.
To MIA V. VILLARICA, DIT, the Associate Dean of the College of
Computer Studies and the proponents’ Thesis Adviser, for her support,
guidance, valuable feedback, and direction throughout the entire project.
To MARK BERNARDINO, MIT the proponents’ Subject Expert,
who thoughtfully reviewed this research paper, offering her expertise and
advice to enhance the study.
To MARIA LAUREEN B. MIRANDA, LPT, MIT, the proponents’
Technical Editor, for her advice, the time she dedicated to reviewing this
research paper, and the feedback she provided on the documentation.
To MA. CEZANNE D. DIMACULANGAN, the proponents’
Language Critic, for her help in reviewing the study paper's structure and
grammar, and for improving the language and terminology used in the study.
To RINA J. ARCIGAL, ED. D., the proponents’ Statistician, for
dedicating her time to sharing her expertise in statistical treatment and data
representation with the researchers, as well as for her support and guidance
throughout the research.
Finally, the researchers would like to express their sincere gratitude to
all individuals who contributed their time and effort. Thanks to the PARENTS
for their assistance and support, the RESPONDENTS for participating and
providing important data, our FRIENDS for their encouragement, and the
RESEARCH TEAM for their hard work, effort, and dedication in making
this study successful.
 v

ABSTRACT

This research explores the development and implementation of an

artificial intelligence (AI) chatbot designed to enhance citizen engagement and
streamline processes within the Provincial Government of Laguna. Focusing
on the three key departments—the Provincial Health Office, Provincial
Treasurer's Office, and the Office of the Provincial Administrator—the
chatbot aims to facilitate communication between government officials and
citizens, thereby improving service delivery. The study employed a mixed-
methods approach, combining qualitative and quantitative research techniques.
Initial phases included stakeholder interviews with Management Information
Systems Office officials and the citizens of Laguna to identify common
queries. Following this, a prototype chatbot was developed using natural
language processing (NLP) technologies, integrated with Anti Red-Tape
Authority training data. User testing sessions were conducted to refine the
chatbot's functionality and user interface, ensuring it met the needs of diverse
citizen demographics. The implementation of the AI chatbot resulted in a
significant increase in citizen interactions with government services. The
findings suggest that the AI chatbot is an effective tool for enhancing citizen
engagement in Laguna. In conclusion, by providing immediate access to
information and services, the chatbot not only alleviates pressure on
government staff but also empowers citizens to take an active role in
governance. They underscore the potential for AI-driven solutions to foster
transparency and trust between government entities and the communities they
serve.

Keywords: AI Chatbot, Citizen Engagement, Provincial Government, Laguna,

Natural Language Processing, Health Services, Administrative Processes,
Service Delivery.
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TABLE OF CONTENTS

Preliminaries Page

Title Page i
Vision, Mission, Quality Policy, Goals and Objectives ii

Approval Sheet iii

Acknowledgements iv
Abstract v

Table of Contents vi

List of Tables ix
List of Figures x
List of Appendices x
Operational Terms xiii
Technical Terms xiv
Chapter
1 INTRODUCTION AND ITS BACKGROUND
Project Context 2
Research Objective 3
Conceptual Framework 4
Project Purpose 5
Scope and Limitation 6
2 REVIEW OF RELATED LITERATURE AND STUDIES
Anti-Red Tape Authority 8
E Government 9
Corruption 11
Information and Communication Technologies Development
12
Institutional Quality 14
Department of Information and Communication Technology
15
Provincial Government 16
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Office of the Provincial Administrator 17

Provincial Health Offices 18
Provincial Treasurer’s Office 18
Communication Effectiveness 19
Citizen Satisfaction 21
Citizen Evaluation 23
Streamlining 25
Automation 27
Robotic Process Automation 28
Machine Learning 29
Artificial Intelligence 29
Artificial Intelligence used in the Government 31
Natural Language Processing 33
Improvised Learning Techniques 34
Large Language Model 35
Bidirectional Encoder Representations from Transformers
36
Retrieval Augmented Generation 37
Named Entry Generation 38
Chatbot 39
Open AI 42
Data Security 43
Data Privacy 45
Application Programming Interface 46
Synthesis 47
3 RESEARCH METHODOLOGY
Research Design 49
Locale of the Study 50
Population of the Study 51
Sampling Design 51
Data Collection Instruments 53
Statistical Treatment 56
Project Design 58
System Development Model 58
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Testing and Evaluation Procedure 61

Summary 118
Conclusion 119
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LIST OF TABLES
Table Page

1. Respondents of the Study 51

2. Tester’s Profile and Credentials 52
3. Likert Scale 57
4. Sample Evaluation Sheet 65
5. Sample Evaluation Sheet 66
6. TAM questionnaire Quality Factors 70
7. TAM questionnaire Perceive Ease of Use 70
8. TAM questionnaire Perceive Usefulness 70
9. TAM questionnaire Perceive Experience 71
10. TAM questionnaire Attitude Towards Using 71
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LIST OF FIGURES

Figure Page
1. Conceptual Framework 4
2. Rapid Application Development Model 59
3. Blackbox Testing Model 64
4. Actual Structural Format of the Testing Evaluation Tool 67
5. Technology Acceptance Model 68
6. Software Quality Characteristic ISO/IEC 201510 68
7. Structural Format of the Evaluation Tool 69
8. Query Process Flow of Artask 91
9. Feedback Process Flow of Artask 92
10. Registration Flow of Artask 93
11. Login Process Flow of Artask 94
12. Forget Password Process Flow of Artask 95
13. Proposed Process Flow of Artask 96
14. Proposed Use Case Diagram of Artask 97
15. System Context Diagram of Artask 98
16. Data Flow Diagram of Artask 99
17. Hierarchal Input Process Output of Artask 101
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LIST OF APPENDICES

A. TECHNICAL BACKGROUND
Process Flowcharts
Use Case Diagram
System Context Diagram
Data Flow Diagrams
Data Dictionary
Hierarchical Input Process Output Model
Project Schedule
Hardware and Software Resources
Input / Output / Reports Screen Shots
Testing and Evaluation Instruction
Implementation Plan
User’s Manual
Relevant Source Code

B. COMMUNICATION LETTER & FORMS

Request Letter
Pre-proposal Approval
Proposal Approval
Recommendation for Final Oral Defense

C. CURRICULUM VITAE
Testers’ Curriculum Vitae
Researchers’ Curriculum Vitae
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DEFINITION OF TERMS

This section defines the operational and technical terms used in the

study to help readers comprehend and understand the research better.

Operational Terms

Application Programming refers to any software with a distinct

Interface function.
A set of technologies that enable computers
to perform a variety of advanced functions.
Artificial Intelligence
To achieve outcomes with minimal human
input.
Automation
Used to help discern the context of words in
search queries.
Bidirectional Encoder
Representations from
Transformers
Black Box Testing A software testing technique used to
determine the functionality of an
application.
Chat Bot
A piece of software powered by pre-
programmed responses to answer questions
without a human operator.
Respondents from all over the province of
Citizens Of Laguna
Laguna.
Deep Learning Machine learning that uses multilayered
neural networks.
Descriptive Research A method that involves observing and
describing the behavior of a subject without
influencing it in any way.
Department of Executive Branch of the government that
Information and will plan, develop, and promote the national
Communications
 xiii

Technology ICT development agenda.

Developmental Research It involves designing, developing, and

evaluating programs, processes, and
products by following set criteria on internal
consistency and effectiveness.
E-government The use of Internet applications to access
government services.
Fuzzy Logic Variable processing that allows for multiple
possible truth values.
Large Language Model Models that comprehend and generate
human language text.
Likert Scale A measurement method used in research to
evaluate the attitude of respondents in terms
of their level of agreement or disagreement
about a particular question.
Management Information Responsible for planning, coordinating, and
Systems Office directing all computer-related activities
within the Province of Laguna.
Named Entity Recognition Extracts information from text.
Natural Language Allows computers to understand human
Processing language.
OpenAI An AI research and deployment company.
Provincial Government Takes care of the functions which affect the
people of a certain province.
Purposive Research A research method used for studies to select
a specific group of individuals.
Questionnaire A research instrument consisting of a set of
questions intended to collect data from
respondents.
Rapid Application A software development methodology
Development which focuses on feedback and rapid
prototyping in lieu of thorough planning and
long development processes.
Respondents Individuals who participated in the survey to
provide valuable data for researchers.
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Retrieval-Augmented Enhances the accuracy and reliability of

Generation generative AI models
Sampling Technique The process of selecting respondents from a
population.
Streamline Simplifying it to make it more efficient or
profitable.
Supervised Learning Uses a training set to teach models to yield
Technique the desired output.
System A collection of different function and
modules working together in one platform.
Web-Based An application that can be accessed via
HTTP and run on browsers.
Website Is a collection of publicly accessible,
interlinked web pages that share a single
domain name.

Technical Terms

Bootstrap An open-source front-end framework for

developing websites and web applications. It
provides a collection of HTML, CSS, and
JavaScript-based design templates.
CSS Cascading Style Sheets is a language for
creating style sheets that specifies the
presentation and styling of a document
written in a markup language, such as
HTML.
HTML Hypertext Markup Language allows web
users to create and structure sections,
paragraphs, and links using elements, tags,
and attributes.
JavaScript A text-based programming language used to
create interactive web pages.
JQuery An open-source JavaScript library for
creating and navigating web applications.
Python A programming language that lets you work
more quickly and integrate your systems
more effectively.
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CHAPTER I
INTRODUCTION

In the past decade, artificial intelligence (AI) has transformed a wide

range of industries, including the public sector, reshaping how governments

deliver services and engage with citizens. As part of e-government initiatives,

the integration of AI-powered systems like chatbots represents a significant

shift toward more efficient, accessible, and user-friendly public services.

Governments worldwide are increasingly adopting AI technologies to

streamline processes, enhance service delivery, and improve citizen

satisfaction.

In the Philippines, the Anti-Red Tape Authority (ARTA), created

under Section 17 of RA 11032, is one example of a government body tasked

with improving service delivery by promoting ease of doing business and

eliminating bureaucratic inefficiencies. ARTA’s mandate includes

implementing national policies on anti-red tape and monitoring government

agencies' compliance. As ARTA strives to make government services more

accessible and citizen-centric, AI-powered chatbots present an innovative

solution to further streamline these interactions.

The widespread adoption of AI-powered chatbots in industries such as

customer service, healthcare, and education demonstrate their potential for

government use. Chatbots offer 24/7 availability, instantaneous responses, and

the ability to handle multiple inquiries simultaneously. By reducing

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operational costs and increasing citizen satisfaction, AI chatbots can also

provide governments with valuable insights through data analytics. As AI

technologies continue to advance, chatbots are becoming increasingly

sophisticated, capable of delivering more human-like interactions. This paper

explores how AI-powered chatbots can transform government communication

by enhancing efficiency, accessibility, and citizen engagement.

Project Context

Technology significantly impacts the public services of the

government offices it increases the access of the citizens to the public

information. It enables more efficiency and enhance transparency by sharing

important information quickly and improve the overall communication

between the citizens and the government.

The Provincial Government of Laguna is located on Pedro Guevara

Ave., Sta. Cruz, Laguna. Since the citizens of Laguna are exhaustively

commuting from their hometown to a long trip just to reach the Capitol, only

for them to be told that their questions and queries regarding their situation

can be looked up on the official website of the government. But such

information can only be attained upon a visit to the main office, where they

provide an obvious answer. The MISO aims to streamline its processing of

queries that the citizens of Laguna have before coming into the capitol with

their checklist of questions. It is instead fulfilled by developing a chatbot that

would assist them with their concerns regarding their current situation. In a

digital world that is constantly evolving, technology is crucial in influencing

government operations and improving citizen relation. However, after

 xvii

conducting the investigation such as interviews and observation the

researchers determined these following problems: (A) How to provide an

efficient public engagement and participation for the citizens. (B) How

provide an accurate information for all the citizens of Laguna. (C) Ensure that

the performance of the system is effective and completely functional. (E) The

system definitely fulfills the needs of the citizen.

Research Objectives

In general, the study aims to design, develop, test its user acceptability,

and evaluate the usability of the website chatbot that is aimed to help the

Provincial Government of Laguna to handle the inquiries of their citizens.

Anti-Red Tape Authority (ARTA) could facilitate real-time communication

between the citizens of Laguna and other government offices, allowing for

better scheduling and notifications.

Specifically, it is aimed to do the following:

1. To design and develop a website chatbot that would help with the

inquiries, streamlining its services for a more convenient experience

creating a far more effective and efficient communication.

2. Test the major features of the website making sure that it is doing its

intended purpose.

A. Chat History

B. Accurate Response

C. Problems Encountered

D. System Performance
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E. Serviceability of the chatbot

F. User Inquiry

3. To evaluate the citizens of Laguna’s users’ acceptance of the proposed

chatbot website in terms of:

A. System Usability

B. Effectiveness

C. Usefulness

D. User Experience

E. User Acceptance
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Conceptual Framework

The conceptual framework presented will serve as a structured guide to

achieve the following research objectives. It defines the necessary steps

needed to develop the application to produce the optimized outcome. The

researchers constructed a conceptual framework that illustrates how the study

was conducted, which contains phases where it is important to ensure that

each step is carefully executed and maintained throughout the process.

Figure 1: Conceptual Framework of ARTAsk

Figure 1 illustrates the phases that the development of the project

would be undergoing throughout the research. The first stage is data gathering

where the researcher undergoes observation and interviews to conceptualize

all the necessary data for the research. The second stage is the preliminary
 xx

investigation to identifies the project’s objectives and scope, it includes

understanding user requirements, identifying gaps, and determining the

necessary functions for the application. Throughout the system development

phase, the researchers utilized the rapid application development to accelerate

the process of making the system to ensure that the system is functional

they’re intend to assess the software where the researchers test and design the

functionalities to make it more appealing for the users of the system. The

output includes the process of answering the queries of the citizens of laguna

by assisting them about their future concerns.

Project Purpose

The goal of the project is to provide the Provincial Government of

Laguna a working chat bot to assist the citizens of Laguna to help and answer

their questions and queries. Providing them a platform wherein the website

chat bot can assist with the citizens of laguna regarding their matters. The

website would also be the means of streamlining the processing of requests for

the three (3) departments. The Office of the Provincial Administrator,

Provincial Health Office, and lastly the Provincial Treasurer’s Office.

● Government Offices – They provide assistance and support for

the citizen and to ensure effective and efficient delivery of

quality, accessible information by utilizing the system.

● Residents of Laguna – This study provides a website chatbot

that can provide assistance for the queries of the citizen. It

provides a cost efficient and accurate response for the purpose

of enhancing public engagement through the use of technology.

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● Future Researchers – They can utilize this research for more

references or concept for their future study.

Scope and Limitation of the Study

The main goal of the study is to use Natural Language Processing

(NLP) and Knowledge Based approach to develop, implement, and train an

artificial intelligence (AI) chatbot for the Provincial Government of Laguna.

The study includes the following:

 The web portal with Knowledge Based AI will be developed to

fit the needs as the backbone of the current and future projects

of the Provincial Government of Laguna

 Providing a Knowledge Based approach on how to respond to

the queries of the many citizens of laguna.

However, the study has its own limitations:

 The Provincial Government of Laguna are the supposed clients

that would be deploying it and maintaining its services.

 The Provincial Government of Laguna would be the one in

charge of adding more services in the future.

 The functionalities would be limited to just three (3)

departments.

 The study must be on a timeframe.

 The study does not cover the deployment and implementation

plan.
 xxii

 The study does not cover training the AI model used in the web

application.

 This study does not cover cost benefit and analysis, the

feasibility study, and feasibility studies specifically

operational feasibility.
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CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
This section discusses the features, capabilities, and limitations of existing

research, IT concepts. Theoretical Framework and software applications that is

relevant and closely related/similar to the proposed topic.

Anti-Red Tape Authority (ARTA)

In the study of Hernando (2020) a reform that included the creation of

the Anti-Red Tape Authority with the passage of Republic Act 11032 or “The

Ease of Doing Business and Efficient Government Service Delivery Act of

2018.” The Anti-Red Tape Authority, as the central oversight agency, aims to

expedite the delivery of government services including business and non-

business transactions with the government.

Similarly, in the study of Alegata & Caelian (2019) the implementation

and student satisfaction of the domains of Anti-Red Tape Act (ARTA) in the

frontline services of State Universities and Colleges (SUCs) in Negros

Occidental. Findings showed “very great” implementation and “very satisfied”

clients. There is no significant difference in reengineering of systems and

procedures and citizens charter, but there is a significant difference in

accessing frontline services, accountability of heads of offices, and physical

settings and working conditions. There is also a significant difference in the

satisfaction of clinic services while services in the registrar, accounting and

cashiering, library and guidance offices exhibit no differences.

 xxiv

In addition, in the study of OECD, Regulatory Impact Assessment in

the Philippines (2020) the Congress of the Philippines passed Republic Act

11032 (RA11032), to enhance the ease of doing business and the efficient

delivery of government services. Integral to RA11032 was the creation of the

Anti-Red Tape Authority (ARTA) established in the Office of the President as

the central oversight body. ARTA has three principal functions: to continue

previous work on increasing the ease of doing business, to improve

government service delivery to citizens and business, and to evaluate the

quality of regulatory impact assessments. The passage of the Ease of Doing

Business and Efficient Government Service Delivery Act (RA 11032) in 2018

is an attempt to reboot and expand better regulation across the Philippines. A

newly established body, the Anti-Red Tape Authority (ARTA), is at the heart

of the reforms. It is responsible for further improving the ease of doing

business, enhancing government service delivery to Philippine citizens and

business, and assessing the quality of how regulations are designed and

implemented across government (including local government units).

E-Government

As per Avotra et al. (2021) E-government has emerged as the presiding

medium for the connecting, managing, and servicing citizens. E-government is

the use of Information and Communication Technologies (ICTs) to improve

the business operations and service provision of government agencies. E-

government promotes citizens’ participation in public administration,

enhances awareness of citizens towards government programs, improves the

transparency of public decisions, and reduces the corruption. This study is

 xxv

emphasizing on how e-government enhances citizen engagement with the help

of improved communications and service delivery.

Similarly, according to Pham et al. (2023) E-government services

enable citizens to use the Internet to conduct interactions and exchanges in a

fast, simple, and efficient manner. Previously, in the traditional government

setting, citizens had to contact government agencies to request services

through direct interactions with government agency employees. In the e-

government environment, with a personal computer or mobile device

connected to the Internet, citizens can conduct transactions and interactions

with government agencies’ websites or information portals without being

physically present at these agencies’ offices. Facilitating efficient

communications between the government and its citizens through online

platforms is being the highlight of the study. In contrast with, as stated the

theme that is being discussed are about citizen engagement with their

government agencies through e-government platforms. Overall, both tackled

the improved citizen engagement through online platforms.

As stated by Adam (2020) that linkages between e-government and

corruption, although not all forms, can still be reduced by e-government

implementations. But with the widespread evidence on how the use of e-

government have diminished corruption through increased transparency.

Discussing the relationship between e-government and corruption, suggesting

that implementations can reduce certain forms of corruption, the effectiveness

varies thus indicating that increased transparency leads to a decrease in

corruption.

In addition, according to Arayankalam et al. (2021) for tackling

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corruption, the role of electronic government (e-government), is defined with

the use of ICTs and the internet to improve the access to delivery of all facets

of government services and operations for the benefit of citizens’, business,

employees, and stakeholders. In contrast with, the study focuses on the

broader role of e-government in enhancing access to government services,

which indirectly contributes to tackling corruption by making processes more

transparent and accessible to citizens. Overall, both researchers recognize that

e-government can reduce corruption through enhanced transparency.

Corruption

In the study of Hao et al., 2020; Nawaz et al. (2020) corruption at the

organizational level is usually performed by the employees and managers on

behalf of the corporation. Managers and employees are more likely to

participate in unlawful conduct when the company’s transparency and morale

are low. The literature on e-government provides evidence on the importance

of e-government in combating corruption and suggesting that government

digitalization may help to fight against corruption.

In addition, in the study of Khan & Krishnan (2019) corruption is

regarded as one of the largest societal concerns that puts citizens in a

continuous misery. Corruption can be thought to affect e-government projects

and initiatives in a country by manipulating its Information Technology (IT)

market, complicating regulations, and inducing inefficiency in public

workforce.

Similarly, in an article by Khan & Krishnan (2019) corruption is a vice

that engenders a myriad of problems in a country. The tentacle of corruption

 xxvii

has permeated to all three government branches, undermining the

effectiveness of legislature, executive, and judiciary, thereby making it

imperative to deal with this societal problem. While there are several ways

such as effective law enforcement, efficient financial management, high

transparency and access to information, accountability from the government

and international financial system.

As per Kong et al. (2021) that in China, the government maintains

control over the allocation of key economic resources. To obtain resources,

firms have strong incentives to bribe government officials to establish a close

relationship with the government, therefore, we expect corruption to play an

important role in shaping corporate behaviors. With the level of corruption

that is considerably different among countries as a manifestation of the

country’s legal, cultural, economic, and political system.

In an article by Lu et al. (2021) corruption is termed as misuse of

public office for personal benefits. Corruption may be caused by selling the

government property, bribery, kickbacks in government services, and

misappropriation of state funds.

Information and Communication Technologies Development

In the study by Elbahnasawy (2021) ICT has an influence on working

habits and practices as well as relationships within an organization. Moreover,

ICTs can also be used as a measure of government digitization, more digital

operations, procedures, services, transactions, and applications lead to a higher

level of e-government.

Similarly, in the study of A. Nawaz et al. (2021) the ICT infrastructure

 xxviii

comprises basic ICT access, which includes personal computers, telephone

lines, Internet penetration and access in remote regions as well as the speed at

which the public may access the Internet. ICTs development is also found as a

crucial component of a country that may serve as a foundation for e-

government implementation. As ICTs development creates an effective

mechanism for ICT access and structuring e-government.

In addition, in the study of Uyar et al. (2021) empirical evidence that

governments’ future orientation and adaptability to change play a significant

role in reducing tax evasion. Furthermore, governments’ long-term vision and

implementation of technological changes are critical factors for achieving the

digital transformation of public services, which results in the decline of tax

evasion. Moreover, developing a legal framework for digital business models

reduces tax evasion by regulating the taxation of all digital business

transactions. In addition, the provision of online information and services by

governments to their citizens alleviates tax evasion. Finally, moderation

analysis shows that citizens’ ICT adoption positively moderates the

association between e-government practices and tax evasion.

It was also mentioned by Huo et al. (2021) that ICT’s development is

also found as a crucial component of a country that may serve as a foundation

for e-government implementation. As ICTs development creates an effective

mechanism for ICT access and structuring e-government. Therefore, e-

governments should employ effective information technologies for their better

performance.

In an article by Zheng et al. (2021) it analyzes Chinese panel data from

2008 to 2016 and examines the influences of the determination of high and
 xxix

new technology enterprises, enterprise R&D investment, and institutional

environment on regional innovation performance.

Institutional Quality

In the study by Liu et al. (2021) ICTs promote good governance, boost

reform-oriented efforts, improve connection among government personnel as

well as monitor and manage government employee and project behavior. As a

result of e-government advancement, institutions can become more transparent

in their managing information and procedures.

In addition, in the study of Jatmiko & Prasojo (2022) in improving the

quality of public services, the Kemenpan RB has issued a ministerial

regulation number 15 of 2014 concerning Service Standard Guidelines which

refers to Law no. 25 of 2009 concerning public services. In the regulation it is

stated that "Public Service is an activity or series of activities in the context of

fulfilling service needs in accordance with laws and regulations for every

citizen and resident of goods, services, and/or administrative services provided

by public service providers. The Ministry of Administrative and Bureaucratic

Reform implements policies to improve the quality of public services

uniformly for all state institutions.

It was also mentioned by Wardhani & Kartikawangi (2019) that an

organization, as well as an individual, has many reasons for the

communication process. To achieve the organization's vision and mission, an

interaction process is needed, which is sometimes formulated in a

communication strategy. In the government, the main focus is service, and its

role is greater because it involves public interest. Public services can be

 xxx

defined as all forms of services, both in the form of public goods and public

services which in principle are the responsibility and carried out by

government institution.

In an article by Ulfa et al. (2020) the article aims to analyze the merit

system policy in the implementation of the government in Indonesia in

implementing the principles of good governance and to see how the role of

Baperjakat in making the mutation decision letter has caused problems

between ASN and the Regent of Simeulue. The government as the holder of

power always makes new regulations or policies and also changes existing

policies, to improve the quality of life of the people and the government

institution itself.

According to the study of Beju et al. (2024) is that authorities should

be aware of the necessity of implementing anti-corruption policies designed to

establish effective agencies and enforcement structures for combating

systemic corruption, to improve the political environment and the quality of

institutions and to apply coherent economic strategies to accelerate economic

growth because higher political stability and sustainable development

determine a decrease in levels of corruption.

Department of Information and Communications Technology (DICT)

As per Fernando, M. C., King, N. M., & Poyaoan, J. (2019) the

Department of Information and Communications Technology (DICT) is the

executive department of the Philippine government responsible for the

 xxxi

planning, development and promotion of the country’s information and

communications technology agenda in support of national development. Being

the country’s executive department responsible for the information and

communications technology sector, DICT launched the project Juan Konek

Free Public Wi-Fi Project, now known as Pipol Konek. The project aims to

provide free broadband Internet access to municipalities and cities nationwide.

Through this, Free Public Wi-Fi will be made available in public plazas and

parks; public libraries, schools, colleges, and universities; rural health units

and government hospitals; train stations, airports, and seaports; and national

and local government offices, slowly closing the digital divide. The DICT

knows the importance of having an organized committee to alleviate the

current technology situation and bridge the technical gap. It is also in their best

interest to serve the people and the project they deemed to be the best.

In an article by Barcenas, L.-L. A. B. (2019) The Department of

Information and Communications Technology (DICT) is the government arm

mandated to develop policies and plans for ICT development in the country.

DICT exercises broad powers over telecommunications and broadcasting, data

privacy, cybersecurity, consumer protection, as well as promotion of trade and

investment in ICT and ICT-enabled services (ICT-ES).

Provincial Government

In the study of Grefalda et al. (2020) it is said that the provincial

governments should provide technical assistance, enforcement, and

information management in support of municipal and city climate change

action plans. LGUs are also directed to regularly update its action plans to
 xxxii

capture changing social, economic, and environmental issues. The national

government shall provide technical and financial assistance to LGUs for the

accomplishment of the LCCAP.

According to the study of Nie et al. (2023) the provincial Government

Work Reports and the long-term policy practice of implementing the target

responsibility system, the authors construct a unique indicator of urban-biased

policy in China. Further, applying the panel data of 30 Chinese provinces in

2003–2018, the authors explore the causal relationship between urban-biased

policy and urban-rural income gap. This study not only investigates the direct

effect of urban-biased policy on urban-rural income gap, but also examines the

moderating effect from the perspective of government intervention, which

helps to enrich the relevant studies of urban-biased theory.

Office of the Provincial Administrator

According to the study of Kumari (2021) we must first understand,

what is “Administration?” the term 'administration' is derived from two Latin

words “ad" and "ministrare” which means to serve, to direct, to control, to care

for or, to look after people. Literally, the term “administration” means

management of both public and private affairs. Administration is concerned

with 'the what' and 'the how' of the government. The technical knowledge of a

field which enables the administrator to perform his tasks. Each is

indispensable; together they form the synthesis called administration.

Similarly, in the study of Viray (2023) Administration is within the

 xxxiii

realm of governance. nowadays, administration has put more emphasized on

delivery of basic services. Even Non-Government Organizations are now

involved in bringing the services to the people. Regardless of whether the

government, people’s organization or the private sector is the one that deliver

goods and services, the important thing to consider is its effectiveness.

Provincial Health Offices

In the study of Aytona et al. (2022) the Provincial Health Offices

(PHO), served as the entry points to the health facilities and provided

preliminary information on the health sector and staff records in the province

that would also integrate it into the human resources for health management

systems.

Provincial Treasurer’s Office

In the study of Viray (2023) in Sec. 135. Tax and Transfer of Real

Property Ownership. – (a). The province may impose a tax on the sale,

donation, barter, or on any other mode of transferring ownership or title of real

property at the rate of not more than fifty percent (50%) of one percent (1%)

of the total consideration involved in the acquisition of the property or of the

fair market value is higher. The sale, transfer, or other disposition of real

property pursuant to R.A. No. 6657 shall be exempt from this tax. (b). for this

purpose, the Register of Deeds of the province concerned shall, before

registering any deed, require the presentation of the evidence of payment of

this tax. The provincial assessor shall likewise make the same requirement

before cancelling an old tax declaration and issuing a new one in place thereof.
 xxxiv

Notaries public shall furnish the provincial treasurer with a copy of any deed

transferring ownership or title to any real property within thirty (30) days from

the date of notarization.

Communication Effectiveness

In the study of Barrera & S. Cabalida (2022) wherein the researchers

stated that communication has always been at the heart of every organization,

whether corporations, societal organizations, or communities. Without even

realizing it, communication is the exact string that ties the actions of all the

members of an organization to its goals and objectives. Therefore, fulfilling

organizational purposes heavily relies on whether it has been effectively

communicated to all concerned individuals. The need for effective

communication is the same in all organizations, whether small local groups or

multinational corporations.

In addition, in the study of Lumbao & Ferraren Jr (2023) embarks on a

comprehensive investigation into the multifaceted dimensions of work-life

quality dynamics among employees within a carefully selected Philippine

national government entity. The pursuit of enhancing work-life quality has

garnered considerable attention from scholars, practitioners, and policymakers

alike due to its profound implications for individual job satisfaction, overall

workforce productivity, and organizational effectiveness. In light of the

evolving nature of work arrangements, the COVID-19 pandemic has further

 xxxv

highlighted the need to explore how remote work, digital communication, and

shifting work paradigms impact work-life quality. The study also proved that

effective communication and collaboration between departments are

associated with higher job satisfaction and organizational commitment. The

findings of the study suggest that there is a positive quality of work life in

terms of adequacy of resources among the employees. The study highlights the

importance of providing adequate resources and effective communication and

information flow to enhance employee satisfaction, well-being, and

organizational effectiveness.

Similarly, in the study of Calilao et al. (2024) it focuses on the

evaluation of public relations efforts during crises, emphasizing the role of

public relations in protecting an organization’s reputation, maintaining

stakeholder relationships, and facilitating effective communication. The

overall consensus among both students and Public Information Office

members regarding the effectiveness of the organization’s public relations in

crisis management not only suggests a strong foundation for navigating crises

but also emphasizes the significance of public relations in this context, this

would also play a crucial role of effective communication and engagement

strategies in crisis management, providing valuable feedback for the

organization to enhance its strengths further and underscore the vital role of

PR in navigating the complexities of crises.

According to the study of Fiel-Mir & Mir (2019) researchers at

Lyceum de Cebu delved into determining the level of effectiveness of

organizational communication patterns that has manifested at Lyceum de

Cebu, Philippines in order to recommend proposal for enhancement to the

 xxxvi

school’s administration. Specifically, it determined how effective the

organizational communication patterns manifested by teaching and non-

teaching personnel along the downward, upward, and lateral dimensions;

determined whether or not a significant difference existed in the assessments

made by the teaching and non-teaching staff as to the effectiveness of the

organizational communication patterns; and recommended proposals for

enhancement to the administration of Lyceum de Cebu to improve its

organizational communication patterns.

Citizen Satisfaction

In the study of Padiyar & Sugant (2023) the subjective wellbeing and

happiness of population has prompted a re-evaluation of the traditional

utilitarian principle. The government of Karnataka has been able to curb most

of the issues associated with government service delivery. However, the field

reports and analytical reports suggest that Citizens have been unable to get the

optimum benefits of this Act. Ultimately the research emphasizes on what the

citizen’s satisfaction as a criterion to evaluate the effectiveness of the

implementation of ‘Right to Service Act’ in the state of Karnataka, India. In

numerous services, customers are also part of service availing process, this

results customer also being part of his/her own service satisfaction. Services

have grown globally and hence service quality has also become a key

differentiator for various organizations defining the competitive strategies of

business.

In addition, in the study of Nadhira et al. (2024) in which it states that

Service quality is the overall evaluation of attitudes towards the provided

service . Based on several studies, service quality (cognitive phase) influences

 xxxvii

satisfaction (affective phase). With the utilization of ICTs these online

services are provided inclusively to support the provision of quality public

services including in-service integration, service distribution, and service

development. The general characteristic of e-government is in the form of a

one-stop service that makes it easier for different stakeholders from

government organizations to build services for the public that are more

democratic and participatory. Lastly satisfaction refers to the degree of

fulfillment of customer needs and their evaluation of website services with the

chance that customer satisfaction is closely related to positive word-of-mouth

and can enhance customer trust in a product or service.

According to the study of Singh (2023) when we reached the endemic

phase, the Malaysian government and citizens are heavily dependent towards

e-government during the COVID-19 pandemic. The government staff have

been doing work from home and there is less interaction between the

government staff and citizens. With the assistance of e-government, it eased

the citizens to use the service and received massive usage since the

implementation of Movement Control Order. There are some of the citizens

that still hold onto traditional method, which is face-to-face interaction

service, lack of trust towards the service, lack of trust and less optimism on the

government’s capability.

Similarly, in the study of Qatawneh et al. (2023) fast development of

the Internet has raised the number of government-related websites and the

variety of e-services available. Despite tourism’s critical significance in

supporting the national economy, relatively few research has been conducted

on the influence of tourism website quality dimensions on electronic loyalty

 xxxviii

among citizens (e-loyalty), particularly in the Jordanian domestic tourism

context. The researchers figured out that cultural factors play a significant role

in influencing tourists’ online behavior, trust, and satisfaction. Also, customer

preferences and behaviors can vary significantly from one region to another.

Factors such as language preferences, payment methods, and trust in online

transactions can differ. Examining the link between website quality and e-

loyalty in Jordan can shed light on these unique dynamics.

Furthermore, in the study of Pham et al. (2023) customer satisfaction

can be analyzed through the context of a particular transaction or the context

of accumulation with the context of a particular transaction, in the context of

accumulation, customer satisfaction stems from a comprehensive assessment,

which means that such an evaluation is based on all relevant experiences

relating to the customer’s transactions and interactions.

It was also mentioned by Rasool et al. (2022) the first step toward

Open Government Data (OGD). It has a direct influence on government

development that leads to the social and human development of a country. ICT

is an essential part of OGD initiatives, and it enhances the everyday

performance of the government. The key aim of OGD is to make data

available to citizens with ease of access and enhance their satisfaction through

OGD portals. the current study identified factors that influence citizens’

satisfaction to use OGD through the systematized review of the previously

published study. Moreover, this study pointed out the theoretical foundations,

methodologies used, and geographical areas in the reviewed studies. For

government officials and policymakers, this study will be useful in

 xxxix

determining how technological advancements in IT may impact OGD.

Citizen Evaluation

In the study of Iskandarli (2020) Evaluating the level of e-government

services, the state can effectively perform debt to its citizens. The

determination of user satisfaction as a parameter to measure the effectiveness

of e-government has a number of reasons. Citizen satisfaction is meant as “a

set of feelings and attitudes toward a number of factors affecting this or that

situation”. Evaluation of citizen satisfaction in the information system allows

estimating the weaknesses and strengths of the system from the user point of

view. In addition, users’ satisfaction means how users evaluate the information

system instead of the technical quality of the system. And by evaluating user

satisfaction, it is possible to determine how the system is accepted among

users.

In addition, in the study of Pham et al. (2023) evaluation of the quality

of e-government services can be based on the marketing perspective in the

sense that citizens should be viewed as customers and that the government

must do its best to provide high-quality e-government services efficiently and

effectively. Studies in the traditional and e-commerce environments also show

that each service quality factor has a different positive influence on customer-

perceived value.

Similarly, in the study of Lyzara et al. (2019) E-Government aims to

deliver benefits to government and citizens by improving transparency,

efficiency, trust, and citizen participation. However, e-government initiatives

face several barriers. One of them is poor usability. To advance quality of

 xl

usability, literatures indicate that usability evaluation is a key success factor.

There are many approaches to conduct usability evaluation. Each of it has

advantages and challenges. On the other hand, there are several aspects that

must be considered related to usability evaluation in e-government context. It

includes large stakeholders and their diversity, extra needs for ethical

practices, as well as high privacy.

In the study of Soler-Gallart & Flecha (2022) that the current European

scientific programme of research (Horizon Europe) has included the dialogic

citizen evaluation of social impact within the EU official publication of policy

and societal impact of all sciences. About one example of these innovations

made with the communicative methodology and that is being recreated within

other methodologies. Seven of the interviewees are researchers that, before

this official requirement from the EU, were already promoting this innovation

in their own research. The other seven interviewees are citizens that have

participated in the dialogic citizen evaluation of the social impact of their

research.

In an article by Yuzhakov et al. (2021) it states that the citizens

evaluation of government performance on protecting public values during the

pandemic period. The empirical data was collected through a representative

sociological survey aimed at evaluating performance of state regulatory

enforcement activities conducted in 35 Russian regions in February-March

2021. The survey results were compared to the outcomes of similar surveys

carried out in 2018, 2019, and 2020. The article demonstrates that in 2021 the

average perception of public values safety accounted for 35.9 percent. More

active use of ICT during coronavirus pandemic resulted in higher frequency of

 xli

risks related to personal data treatment and privacy protection. As a result, the

perceived level of these values safety has decreased.

Streamlining

In the study of Gu & Zhuang (2024) China’s government has launched

a new initiative called the deepening reform in delegating power, streamlining

administration, and optimizing government services. To transform the

functions of the government and reform the administrative system for the

better. Since 2016, when the State Council held a national television and

telephone conference to promote this initiative, the executive departments

have been reducing direct intervention and focusing on macro-control, market

supervision, and public services. This has helped to improve the business

environment and stimulate innovation. The government encourages enterprises

to research and develop innovations to improve quality and efficiency.

In addition, in the study of Lucian Blaga University of Sibiu et al.

(2022) the pandemic crisis has accelerated the digitalization of society, setting

in motion a new industrial revolution based on human-centered

personalization, the so-called Industry 5.0. Digitalization is the main driver

behind the possibility of automating various business activities, which may

include filling in and signing forms and documents, preparing quarterly

reports, transferring data from one source to a database, processing invoices or

other documents. The repetitive digital activities within any industries, as well

as to determine the efficiency and approach to cyclical processes and the

adoption of this tool within banking institutions.

In an article by Customer Experience Architect, Irvine, CA, USA &

 xlii

Piduru (2022) that governmental bodies through cloud adoption, including

enhanced scalability, cost effectiveness, and improved data accessibility. The

research elucidates the role of cloud computing in fostering innovation,

streamlining bureaucratic processes, and optimizing resource allocation.

Moreover, it investigates the challenges and potential risks associated with the

migration to cloud-based platforms, providing a balanced perspective on the

implications for security, privacy, and data governance. By centralizing data

and operations, cloud technologies streamline processes, facilitating seamless

collaboration and resource allocation within government agencies. With the

significantly operational efficiency, cloud adoption enhances the streamlining

process and optimization of its resources much better.

Automation

In the study of Lazana et al. (2022) the researchers assess on how the

current set up of Human Resource Department in the Telecommunications/

Information and Communications Technology Industry were able to

accommodate their employee requests and how do this department perform the

proceedings. Understanding on how the automation process can affect and

influence the Human Resource Department of each organization to have this

kind of set up. This is in line with the needed adaptation of the industry in the

fast phasing of the digitalization of the organizations to continue the

processing and continuous flow of information. In the same manner, this study

aims to grasp the foreseen effects in both job security and fluidity of the

process implementation.
 xliii

In an article by Smith Micah (2021) Intelligent Automation, also

known as intelligent process automation (IPA), is a combination of artificial

intelligence (AI) and automation technologies like robotic process automation

(RPA) which together empower rapid end-to-end business process automation

and accelerate digital transformation. Intelligent Automation combines AI's

brainpower with automation's muscle to transform complex business

processes, adapt, and learn. It spans the entire automation journey—discovery,

automation, optimization—seamlessly connecting and interacting with

humans, systems, and data.

Robotic Process Automation

In an article by UiPath (2021) the concept of Robotic Process

Automation (RPA) is not as complex as digitization or digital transformation.

Thus, there are unified definitions of automation solutions in the scientific

literature. Nowadays, Robotic Process Automation, is a type of automation

software that can be used to create, configure, and control software robots

(bots) that can learn, execute, and repeat various digital processes based on

specific rules. With Robotic Process Automation a variety of manual

processes that human workers perform can be automated, reducing the burden

of recurring tasks. The software robot can perform a flow of step-by-step tasks

by interacting with various applications, reading, and writing data, performing

numerical calculations, modifying, and renewing data.

In addition, in an article by Smith Micah (2021) that RPA highlight the

solution's ability to reduce costs, increase productivity and efficiency of

internal processes, significantly reducing errors. Increased productivity is

 xliv

highlighted as an advantage. The RPA robots, performing tasks independently

without human intervention, ensure more efficient work. In highly

bureaucratic industries such as insurance, financial services, public sector,

virtual robots can streamline and speed up digital processes. RPA robots can

interact with any application, regardless of version. This makes companies

more flexible in eliminating cumbersome technologies and adopting new

software, independently of the department, resulting in efficiencies and

collaborations never seen at enterprise level.

Machine Learning

In the study of Bi et al. (2019) Machine learning is a branch of

computer science that has the potential to transform epidemiologic sciences.

Amid a growing focus on “Big Data,” it offers epidemiologists new tools to

tackle problems for which classical methods are not well-suited. In order to

critically evaluate the value of integrating machine learning algorithms and

existing methods. It has origins in the artificial intelligence movement of the

1950s and emphasizes practical objectives and applications, particularly

prediction and optimization. Computers “learn” in machine learning by

improving their performance at tasks through “experience”. In practice,

“experience” usually means fitting to data; hence, there is not a clear boundary

between machine learning and statistical approaches.

Artificial Intelligence

In the study of Hernandez et al. (2023) Artificial intelligence (AI) is an

emerging technology in small and medium enterprises (SMEs). Recently,

 xlv

SMEs have growing interests in using artificial intelligence to improve

business performance. However, SMEs are confronted with sustainability,

which remains a research gap. The research presents the first evidence of

select SMEs using artificial intelligence in business for sustainability in the

Philippines, through a qualitative study involving managers. Results show that

a few SMEs have AI applications in business that contributes to sustainability.

While there are on-going sustainability efforts, most SMEs are in the

incremental and situational development levels. Also, this study confirms that

insufficient physical and technological infrastructure, availability of data,

customers privacy and security, insufficient legal frameworks, management

support, and lack of AI adoption strategy are evident issues and challenges

that limits the progress AI application in business for sustainability. This study

presents some implications to SMEs, policy-making and future work to

progress AI for sustainability.

In addition, in the study of Baranov (2023) the use of artificial

intelligence technologies is rapidly expanding in all spheres of social activity

due to their significant impact on increasing the efficiency of any human

activity. The problem of research in the field of artificial intelligence is

multidisciplinary, which has led to the emergence and use of various

definitions of its terms. The lack of a consensus definition of the term

"artificial intelligence" significantly hinders the development of artificial

intelligence technologies themselves, as well as their implementation in

various fields and cross-border applications. Additionally, this poses

difficulties in establishing the legal foundations for regulating various social

relations associated with artificial intelligence. The research advocates for a

 xlvi

multidisciplinary approach to defining the term "artificial intelligence" and

proposes the most universal version of such a definition.

Similarly, in the study of Al Turkestani et al. (2021) Artificial

intelligence (AI) promises to transform clinical decision-making processes as

it has the potential to harness the vast amounts of genomic, biomarker, and

phenotype data that is being generated across the health system including from

health records and delivery systems, to improve the safety and quality of care

decisions. Today AI has been incorporated successfully into decision support

systems (DSSs) for diagnosis in data-intensive specialties like radiology,

pathology, and ophthalmology. AI as a term was used for a collection of

established technologies that were called decision support technologies,

knowledge-based systems, or expert systems in earlier years.

According to the study of Fatani (2023) AI's utilization in academia

has been extensively deliberated in the scientific community, and concerns are

being raised about the efficacy of these technological tools in producing high-

quality research papers and influencing research areas. The primary concern

involves plagiarism. AI is widely used in biotechnology for various purposes,

ranging from drug discovery and safety to genomics, proteomics,

metabolomics, pharmacology, pharmacogenetics, pharmacogenomics,

enhancing patient involvement, reducing healthcare provider workloads, and

providing up-to-date information. However, the use of AI in healthcare

communication must be regulated and monitored to avoid potential risks, such

as errors or misinterpretations that could harm patients.

Artificial Intelligence used in the Government

 xlvii

In the study of Chen et al. (2023) states that the benefits of AI

applications in the public sector include gains in the efficiency and

effectiveness of AI-enabled rapid processing, abstracting, and reasoning based

on a large amount of data . Additionally, the government’s use of AI can assist

in many areas of public service, by using chatbots and security through the

detection of and defense against cyberattacks. AI-based decision support

systems that are integrated into public service decision making can

compensate for human vulnerability in decision making. Humans are

susceptible to problematic decision making due to poor emotional states, or

limited cognitive capacity.

Similarly, in the study of FatehiJananloo et al. (2023) the researchers

aim to use artificial intelligence (AI) techniques to forecast and optimize

energy consumption in hospitals is reviewed. Artificial Neural Networks were

found to be the dominant algorithm used in hospital energy optimization,

followed by Support Vector Regression methods. The use of deep learning

methods has increased in recent years, however, there is a need for enhanced

computational efficiency to facilitate practical implementation. Recently, AI

has shown considerable potential in improving energy prediction through

profiling energy usage, estimating energy demands, and analyzing sensor data.

According to study of Arcilla et al. (2023) the researchers provides a

comparative analysis of Artificial Intelligence (AI) ethical guidelines by

looking at six different sources from the USA, European Union, India,

Philippines, UNESCO, and CAIDP. The researchers extracted key terms from

these guidelines and categorized them based on their frequency across the six
 xlviii

sources to get a deeper understanding of their content and identify central

themes and topics across each guideline. The analysis of the extracted key

terms was used to craft considerations in formulating AI policy for the

Philippines. Overall, the study uncovered that existing guidelines and legal

frameworks on AI ethics seem to have put less emphasis on ethics and

fairness. This underpins the need for the PH to ensure that its localized AI

ethics policy is clear about its definition of what is ethical and fair use of AI

across sectors, industries., demographics, and contexts.

Natural Language Processing (NLP)

In the study of Annapoorneshwari Shetty & Bhat (2023) according to

the researchers, one of the most active areas of research in computer science

and artificial intelligence is natural language processing (NLP), which uses

software to process massive volumes of linguistic data. In this field, deep

learning technologies have been developed and put to good use. By choosing

the most instructive segments of the video content, video summarizing

systems seek to produce a succinct and comprehensive overview. The most

advanced techniques are those that use contemporary deep neural network

architectures. Several strategies have been developed during the past few

decades.

Similarly, in the study of Zhou (2022) it is stated that analysis and

expression of sentence structure may not be the ultimate goal of natural

language processing problems, it is often an important step to solve the

 xlix

problem, which is used in such as search query understanding, Question

Answering, QA and Semantic Parsing and other issues have important

applications. Therefore, as one of the key technologies in many natural

language application tasks, Syntactic Parsing has always been a hot issue in

the field of natural language processing research, and it has significant

research significance and application value. Syntactic analysis is mainly

divided into two types: syntactic structure parsing and dependency parsing.

The main purpose of syntactic structure analysis is to obtain a sentence parsing

tree, so it is often referred to as full syntactic parsing, sometimes referred to as

full parsing. The main purpose of dependency syntax analysis is to obtain a

tree structure representation of the dependency relationship between words in

a sentence, which is called a dependency tree.

In addition, in the study of Khurana et al. (2023) Natural language

processing (NLP) has recently gained much attention for representing and

analyzing human language computationally. It has spread its applications in

various fields such as machine translation, email spam detection, information

extraction, summarization, medical, and question answering etc. A language

can be defined as a set of rules or set of symbols where symbols are combined

and used for conveying information or broadcasting the information. Since all

the users may not be well-versed in machine specific language.

In addition, As per N. Nawaz & Gomes (2020) Artificial Intelligence

understands the human language and not only command but learning from

human conversion, transforming like intelligent agent, chatbot is a computer

program the conversations through an auditory or methods of textual via

natural language processing (NLP). An automated mediator stimulates

 l

jobseeker to ask questions directly with recruiter about the salary, incentives,

leave facilities, FAQ, workforce diversity, complex queries, and other related

questions. The RobRecruiters chatbots are automating end to end recruitment

process and doing regular process of attendance tracking, goal tracking,

reviews of performance, surveys related employees, balance leaves and other

activities, enables the HR managers and HR team to move towards success to

place organization in top in digitalized era.

Improvised Learning Techniques

In the study of Suhaimi & Abas (2020) many researchers and data

analyst in large companies around the world applied Machine Learning (ML)

in the various study. ML is a subset of Artificial Intelligence (AI) which play a

significant role in analyzing the big data. In general, the Supervised Machine

Learning (SML), one type of ML, generates the desired output and makes a

prediction based on the trained dataset provided in the input. In this 21st

century, Machine Learning (ML) is widely being used in the various study by

researchers and data analyst in large companies around the world. With regard

to the big data explosions, ML algorithm which is known as a subset of

Artificial Intelligence (AI), is playing a role in performing tasks related to the

big data. Some of ML applications include customer profiling, email spam

filtering, credit risk analysis and fraud detection.

In an article published by Uddin et al. (2019) given the growing

applicability and effectiveness of supervised machine learning algorithms on

predictive disease modelling, the breadth of research still seems progressing.

Therefore, to identify key trends among different types of supervised machine

 li

learning algorithms, their performance accuracies and the types of diseases

being studied. This trained algorithm is then fed on the unlabeled test dataset

to categorize them into similar groups.

Large Language Model (LLM)

In the study of Qin et al. (2023) it states that Spurred by advancements

in scale, large language models (LLMs) have demonstrated the ability to

perform a variety of natural language processing (NLP) tasks zero-shot—i.e.,

without adaptation on downstream data. Recently, the debut of ChatGPT has

drawn a great deal of attention from the natural language processing (NLP)

community due to the fact that it can generate high-quality responses to human

input and self-correct previous mistakes based on subsequent conversations.

In addition, in the study of Radford et al. (2019) language models can

perform a variety of tasks without any gradient updates by providing the

model with a textual instruction (zero-shot) and/or a few examples, a great

deal of work has focused on developing better large language models (LLMs).

The capacity of the language model is essential to the success of zero-shot task

transfer and increasing it improves performance in a log-linear fashion across

tasks.

Bidirectional Encoder Representations from Transformers (BERT)

In the study of Achsas & Nfaoui (2022) the BERT model has been

used to improve the retrieval performance of academic search results by

aggregating search results from various sources. This approach exploits the
 lii

contextual embeddings of BERT in an unsupervised fashion to improve the

quality of retrieved results. Exploiting the advantage of such systems may

improve retrieval performance of academic search results by selecting the

most appropriate vertical results according to the user's information need and

presenting them in a single page.

In addition, in the study of Devlin et al. (2019) Bidirectional Encoder

Representation from Transformer (BERT) is the first finetuning based

representation model that achieves state-of-the-art performance on a large

suite of sentence-level and token-level tasks, outperforming many task-

specific architectures. The Bidirectional Encoder Representation from

Transformer (BERT) is designed to pretrain deep bidirectional representations

from unlabeled text by jointly conditioning on both left and right context in all

layers.

In an article by Alzubi et al. (2023) it is stated that refinement of a

series of neural models that make substantial use of pretraining, and has

prompted noteworthy gains in numerous natural language processing tasks,

going from a text classification to do tasks like question answering from the

corpus. Therefore, BERT eases the unidirectional requirement by utilizing a

“masked language model” (MLM) pre-training objective. The MLM model

arbitrarily masks a portion of the tokens from the information, and the goal is

to foresee the masked word dependent on its neighbors (left and right of the

word). Unlike directional models, which scans the text info successively (left-

to-right or option-to-left), the MLM objective empowers the representation to

utilize both the left and the correct setting, which permits to pre-train a deep

Bidirectional Transformer.
 liii

Retrieval-Augmented Generation (RAG)

In the study of Gao et al. (2024) that Retrieval-Augmented Generation

(RAG) enhances LLMs by retrieving relevant document chunks from external

knowledge base through semantic similarity calculation. By referencing

external knowledge, RAG effectively reduces the problem of generating

factually incorrect content. Its integration into LLMs has resulted in

widespread adoption, establishing RAG as a key technology in advancing

chatbots and enhancing the suitability of LLMs for real-world applications.

Focusing on enhancing language models by incorporating additional

knowledge through Pre-Training Models (PTM). Therefore Retrieval-

Augmented Generation (RAG) research shifted towards providing better

information for LLMs to answer more complex and knowledge-intensive

tasks.

Similarly, in the study of (Agarwal et al., 2024) the researchers figured

out that conducting literature reviews for scientific papers is essential for

understanding research, its limitations, and building on existing work. It is a

tedious task which makes an automatic literature review generator appealing.

To address these limitations, the researchers proposed a toolkit that operates

on Retrieval Augmented Generation (RAG) principles, specialized prompting

and instructing techniques with the help of LLMs.

In addition, in the study of Wang et al. (2024) it discusses the use of

Retrieval-Augmented Generation (RAG), optimizing the decision-making on

 liv

medical healthcare. These chatbots have general cognitive skills and are able

to engage with clinicians and patients to discuss patients' health conditions and

what they may be at risk for. Thus, the use of Retrieval-Augmented

Generation (RAG), which can be used to improve the specificity of user-

entered prompts and thereby enhance the detail in AI chatbot responses. Data

and trusted medical sources, such as clinical guidelines, into the chatbot

models, AI chatbots can provide more patient-specific guidance, faster

diagnoses and treatment recommendations, and greater improvement of

patient outcomes.

Named Entity Recognition (NER)

In the study of Department of Computer Science Engineering, Abdul

Kalam Technical University, Agra (U.P), India. et al. (2023) that

understanding and analyzing English language text extends beyond individual

sentences and plays a crucial role in comprehending spoken or written

communication. This is where Named Entity Recognition (NER) comes in.

Named Entity Recognition (NER) assumes a vital role in extracting valuable

information from unstructured textual sources by identifying and categorizing

named entities such as people, places, organizations, dates, amounts, and

percentages. The advent of deep learning models has revolutionized NER,

leading to significant advancements and unlocking new possibilities.

In addition, in the study of Dao et al. (2022) during the COVID-19

pandemic Named Entity Recognition (NER), played a vital role in supporting

researchers for keeping track of hundred thousand of papers on COVID-19

related literature. The researchers discovered that Named Entity Recognition

 lv

(NER) performance is improved with the testing between pretraining data

similarly with their gathered datasets. There are little manually annotated

resources for COVID-19 NER exist. Researchers’ analysis suggested that for

training purposes, enhancing the dictionary for seed annotation is effective

(not necessarily requiring costly human annotation) although a few research

has been performed NER on COVID-19 scientific papers, very little is

currently known concerning the behaviors of current entity recognition models

in this new domain.

Chatbot

In a study of N. Nawaz & Gomes (2020) chatbots are transforming and

assisting in recruitment process to know candidate experience, for effective

communication between candidate and recruiter, questions and answers, in

identification of qualified candidate and to schedule conversation and finally

chatbots taking all requirements from the candidate before his/her entry into

the organization. The modern recruiters having more additional

responsibilities to have strategies to meet the assigned business goals, keep

tracking of competitors, keeping realistic challenges via benchmark. The

artificial intelligence empowered chatbots to execute human conversation in

messaging.

In addition, in the study of Yan et al. (2023) it is said that Chatbots

have experienced significant growth over the past decade, with a proliferation

of new applications across various domains. Previous studies also demonstrate

the trend of new technologies, especially artificial intelligence, being adopted

in libraries. The chatbots of interest were mainly text-based and guided

 lvi

chatbots, with closed-source tools with access portals mostly built on library

web pages or integrated with social software.

Similarly, in the study of Hwang & Chang (2023) where the

researchers explores the trends of chatbots in education studies by conducting

a literature review to analyze relevant papers published in the Social Science

Citation Index (SSCI) journals by searching the Web of Science (WoS)

database. The analysis results, it was found that the United States, Taiwan, and

Hong Kong are the top three contributing countries or regions. It was

determined that the studies related to chatbots in education are still in an early

stage since there are few empirical studies investigating the use of effective

learning designs or learning strategies with chatbots.

According to the study of Adam et al. (2021) Communicating with

customers through live chat interfaces has become an increasingly popular

means to provide real time customer service in e-commerce settings.

Customers use these chat services to obtain information (e.g., product details)

or assistance (e.g., solving technical problems). The real-time nature of chat

services has transformed customer service into a two-way communication

with significant effects on trust, satisfaction, and repurchase. Over the last

decade, chat services have become the preferred option to obtain customer

support. More recently and fueled by technological advances in artificial

intelligence (AI), human chat service agents are frequently replaced by

conversational software agents (CAs) such as chatbots, which are systems

such as chatbots designed to communicate with human users by means of

natural language.

Furthermore, in the study of Wach et al. (2023) Advocating for the

 lvii

regulation of the AI market is crucial to ensure a level playing field, promote

fair competition, protect intellectual property rights and privacy, and prevent

potential geopolitical risks. The changing job market requires workers to

continuously acquire new (digital) skills through education and retraining. As

the training of AI systems becomes a prominent job category, it is important to

adapt and take advantage of new opportunities. To mitigate the risks related to

personal data violation, social surveillance, and privacy violation, GAI

developers must prioritize ethical considerations and work to develop systems

that prioritize user privacy and security. To avoid social manipulation and

weaken ethics and goodwill, it is important to implement responsible AI

practices and ethical guidelines: transparency in data usage, bias mitigation

techniques, and monitoring of generated content for harmful or misleading

information.

Similarly, in the study of Setiawan & Ng (2023) This rising trend in

chatbot usage presents opportunities for implementing chatbot systems across

various domains, including the fields of education and research journals.

Online research journal platforms host a plethora of articles covering diverse

disciplines, providing extensive information resources. In Indonesia, the Jurnal

SINTA (Science and Technology Index) platform serves as a website and

portal managed by the Ministry of Education, Culture, Research, and

Technology. It features a comprehensive list of nationally accredited journals.

This suggests that the implementation of Chatbot applications on journal

websites is relatively new.

OpenAI
 lviii

In the study of Eysenbach (2023) Chatbots or conversational agents

have been available in medicine and for consumers for several years now, but

it was not until the release of ChatGPT, a generative language model launched

by OpenAI on November 30, 2022, that the public discovered the power of a

chatbot trained on approximately 300 billion words with the capability to

converse on a broad range of topics. ChatGPT reached 57 million users within

the first month and 100 million users by January 2023, making it the fastest-

growing consumer application of all time. Given how effective Generative

language models, such as OpenAI's GPT models, have shown great potential

for a variety of medical education applications, from automated essay grading

to the creation of virtual patients for medical training. However, their impact

on medical education remains largely unexplored, and there is a need for

rigorous research to evaluate their effectiveness, reliability, and limitations.

Similarly, in the study of Fatani (2023) the AI language model

ChatGPT can assist medical researchers and scientists in writing, literature

research, summarizing data, suggesting structures, references, and titles, and

even generating an initial paper draft. However, this is just a beginning point

for humans to develop the text further. ChatGPT can assist in finding

academic papers, summarizing their conclusions, and highlighting areas of

uncertainty, but the provided summary might lack critical analysis of

differences among studies. AI can potentially help in generating figures,

tables, and other visual elements to summarize data. With its ability to

generate automated drafts, summarize articles, and translate languages, it can

make academic writing faster and less challenging.

 lix

Data Security

In the study of Research on The Application of Blockchain-Based Data

Security in Healthcare (2023) the use of blockchain data security technology

and its application in pharmaceutical companies, providing a theoretical

foundation for achieving digitalization, efficient traceability, and ensuring the

quality and safety of drugs in the rapidly advancing technological landscape.

Effective technical security measures should be employed to manage and use

the data to ensure its security and provide tools for maintaining drug quality.

The technical foundation required to implement data security management,

including blockchain and data security technology in the various data states

analyzed, provides valuable management insights for medical enterprises or

institutions, and explores the realization principles of various data security

technologies in conjunction with blockchain technology.

In addition, in the study of Blancaflor et al. (2023) data security is a

major concern in the e-commerce industry in the Philippines, leading to trust

issues among customers regarding the safety of their personal information.

Cryptography is a crucial aspect of securing data in e-commerce by providing

privacy to data transmission in the presence of potential threats. Aimed to

discuss and understand the improvement of Data Security in the E-commerce

industry in the Philippines. A survey was conducted with 21 e-commerce

platform users ranging from 18 to 30 years old to evaluate whether

cryptography has improved data security in e-commerce from the consumers'

perspective. The best cryptography algorithm is the RSA algorithm due to its

superior security, effectiveness, and widespread use. In conclusion, the

 lx

recommendation of Cryptography as a data security method.

Similarly, in the study of Yuhong et al. (2023) existing network

security framework of Philippine Smart Campuses and propose a more robust

network security framework based on situational awareness which addresses

emerging security challenges. As educational institutions increasingly adopt

smart technologies, the need for a robust cybersecurity framework to protect

sensitive data and ensure smooth campus operations becomes crucial.

Consequently, a comprehensive network security framework is urgently

needed to safeguard vital data and maintain the secure operation of smart

campuses in the Philippines. It designs a comprehensive and effective network

security framework by integrating relevant domestic and international research

findings and experiences. The framework leverages various security

technologies and methods such as situational awareness, and zero-trust

technology to enhance the security and reliability of smart campus networks.

Moreover, it provides substantial support for securing smart campuses in the

Philippines, ensuring the integrity of school data, and facilitating sustainable

growth.

Data Privacy

In the study of Smith et al. (2021) unauthorized access to data has

raised concern amongst business, citizens and legislators globally. However,

different jurisdictions have taken various approaches ranging from controlling

 lxi

access via data protection legislation to deeming liability based on the nature

of the data, such as through privacy legislation. the privacy legislation of the

Philippines, Thailand and Australia through their Data Privacy Act of 2012,

the Personal Data Protection Act 2019, and the Privacy Act 1988, respectively.

These Acts have many provisions, and Australian states also have their own

acts. The Australian federal legislation is the most developed of the three and

its effectiveness can be evaluated by outcomes of investigations and

enforceable undertakings issued for data breaches. In all three countries, the

primary data privacy legislation is also supported by privacy-related

provisions under other statues. Lastly the study focuses on types of data

protected by privacy provisions, methods for investigating breaches and

imposing penalties, and whether breaches result in administrative action, civil

liability, or criminal offences.

In addition, in the study of Dewi et al. (2019) international mediation

and mediation more generally in data protection and privacy law can be an

effective tool to resolving data disputes. The examination of data protection

laws of countries like in Indonesia, Australia, Singapore, the Philippines,

European Union, and China, it is timely with the creation of the Convention

on Enforcement of International Settlement Agreements Resulting from

Mediation (Singapore Convention) which opened for signing on 7 August

2019 and the associated Model Law.

According to the study of Ong et al. (2022) data privacy issues may be

a significant factor affecting why people may or may not adapt with a new

technology. Moreover, the resistance to use a technology that is health-related

may be due to the perception of infectivity among people who do not have any
 lxii

experience. Thus, the point of view from the environment and political factors

may play a role in the significance of the user's adoption to using

telemedicine. To which, people assume the negative connotation before the

actual usage. The older generation would resort to having a negative

connotation with the use of technology. Older adults were said to have a

negative reciprocity with technology related activities.

Application Programming Interface (API)

In the study of Ofoeda et al. (2019) Application Programming

Interfaces (here after referred to as APIs) are one of such innovations in the

software development domain. These software ecosystems have become an

ideal way of constructing large software solutions on top of a common

technology platform. Historically, APIs have been there since the advent of

personal computers. APIs primarily existed for the exchange between two or

more programs. Since then, APIs have received considerable interest from

practitioners and researchers to the extent that some pundits argue that we now

live in the API economy. This position is supported by the fact that we have

become interconnected like never before; and APIs primarily power this

interconnection of people, applications, and systems. As such, APIs are

becoming the fibre of the digital ecosystem that seeks to interconnect

businesses and economies to create value and develop more capabilities.

In addition, in the study of Lamothe et al. (2022) recent software

advances have led to an expansion of the development and usage of

application programming interfaces (APIs). From millions of Android

packages (APKs) available on Google Store to millions of open-source

 lxiii

packages available in Maven, PyPI, and NPM, APIs have become an integral

part of software development. Like any software artifact, software APIs

evolve and suffer from this evolution.

Synthesis

This chapter discusses the transformative potential of technological

innovation in enhancing citizen engagement within government services.

Traditional methods of interaction often fall short, leading to confusion and

frustration for citizens trying to access information or services from various

government departments. The integration of chatbots into government

websites presents a promising solution to these challenges.

By establishing a centralized platform for government communication,

such as a chatbot system, it could yield tons benefits for both citizens, and

government agencies. This approach streamlines information and services

across multiple departments, resulting in increased efficiency, accessibility,

and overall citizen engagement. A centralized platform not only simplifies

communication but also serves as a strategic investment in improving the

effectiveness of government services.

Furthermore, government agencies can increase greater trust and

satisfaction among its citizens by providing consistent, accessible

communication through chatbots. This integration allows for real-time

responses to inquiries, ensuring that citizens receive timely and accurate

information. Specifically, for the Provincial Government of Laguna,

implementing such a system can drastically elevate the quality of services

offered across the three key departments—Office of the Administrator,

 lxiv

Provincial Treasurer’s Office, and Provincial Health Office. Finally,

technological innovation has the potential to increase citizen engagement and

government responsiveness.

CHAPTER III

RESEARCH METHODOLOGY

This chapter presents the research methodologies utilized by the proponents

and it includes the following: Research design, Population of the Study, Sampling
 lxv

Design, Data Collection Instruments used in gathering data, Project Design, System

Testing and Evaluation Procedure, and Statistical Treatment.

Research Design

Research design is essential as helps ensure that your approach is suitable

given your research aims, objectives and questions, structure or strategy that guides a

research project, from its conception to the final data analysis. A good research design

serves as the blueprint for how you, as the researcher, will collect and analyze data

while ensuring consistency, reliability, and validity throughout your study. Without a

clear big-picture view of how you’ll design your research, you run the risk of

potentially making misaligned choices in terms of your methodology – especially

your sampling, data collection and data analysis decisions. Jansen (2023)

This study involves descriptive and developmental as research method.

Descriptive research design was used in this by conducting an interview with the

Management Information System Office (MISO), with consultations, citizen

satisfaction, citizen engagement, and gathering of data that is the Anti-Red Tape

Authority that is implemented by all government agencies. According to Kelkar

(2023) descriptive design is a type of research design that utilizes both quantitative

and qualitative methods of research to collect data to describe a phenomenon,

situation, or population. Major methods of descriptive research design include

observations, surveys, and case studies. In this design method, researchers do not

control or manipulate variables. One significant advantage of descriptive design is

that information is collected as statistical data. This data can be used in other research

studies and can also substantiate the results efficiently. The research design used in

this study was developmental research method. Wherein the development of the
 lxvi

website relies on the datasets that the client provides so that it can be implemented on

the application to ensure that it is meeting the client's goals and is satisfactory.

In conclusion, utilizing a descriptive research design allows researchers to

thoroughly examine the complex procedures that the Provincial Government of

Laguna go through, offering a thorough overview of present-day procedures and

encounters. This method preserves the validity of the observed events by allowing

comprehensive information about current circumstances to be gathered without

altering the research setting. Moreover, the data derived from descriptive studies can

be served as a benchmark for future research and longitudinal studies, providing a

foundational understanding. By methodically documenting, the researchers can

identify areas for improvement, thus creating progressive enhancements tailored to

the client needs.

Locale of the Study

According to JD Maniago (2019) Research locale discusses the site/s where

the sampling and data collection will take place. Hence, that is why the province of

Laguna along with its twenty-four (24) municipalities and had a total population of

3,382,193 as of a 2020 census. The researchers chose this location based on the needs

of information and their ability to provide reliable data that can aid in the

development of the required functions with their chatbot website.

Population of the Study

To have a central and general result for this non-client-based study, the

researchers directed this study in Sta. Cruz, Laguna with a total number of 123,574
 lxvii

where the researchers conducted a survey on the following respondents shown in the

table below.

Total TotaPerc
Respondents Sample Size
Population entage
Administrator
(MIS,PIO,OFFI 58 29 19.59%
CER, STAFF)
80.41%
Client/Customer 238 119
Total 296 148 100%

Table 1. Respondents of the Study

Table 1 represent the respondents of the study that were going to use the

developed web app. It consists of 29 administrator (MIS, Officer, Staff) and 119

customers. The researchers used a set of questionnaires and in order to demonstrate

the developed system properly to the target users and assess its acceptance and usage

probability, the researchers show the actual presentation with them to fully introduce

the developed web application.

The proponents also invited five (5) credible system evaluators who assessed

the performance and functionality of the developed Web Application.

Sampling Design

This section covers the sampling strategy that the researchers applied to obtain

samples from the study population. The researchers utilized the Purposive Sampling

Method to determine the number of their participants. As stated by Crossman (2018)

in his article, a purposive sample is a non-probability sample that is selected based on

characteristics of a population and the objective of the study. Purposive sampling is

also known as judgmental, selective, or subjective sampling. This type of sampling

can be very useful in situations when you need to reach a targeted sample quickly, and

where sampling for proportionality is not the main concern.

 lxviii

The researchers chose the Purposive sampling since the population of the

study is uncertain. This sampling technique allowed the researchers to freely choose

the number of their respondents.

Table 2. Tester’s Profile and Credentials

SYSTEM
NAME CREDENTIALS Year
EVALUATORS
Graduated at Laguna State
Earl Eugene Espiritu Polytechnic University-SCC 2022-2024
1 Acting System Administrator

Carl Brian De Guzman Graduated at Laguna State

Polytechnic University 2017-2024
2
Sr. RPA Engineer

Benidic De Guzman Graduated at LPU 2022-2024

3 Associate UI/UX designer

Graduated BSIT at Laguna State

Polytechnic University-SCC 2021-2025
4 Joseph Angeles UAT Tester

Graduated BSIT at
5 Jan Verick Landerito DLSU-DASMA 2021-2024
Quality Assurance
Engineer

The table 2 shows the name of the testers and their credentials which was

necessary to determine their eligibility to evaluate the performance and functionalities

of the developed system. Their credentials or Curriculum Vitae can be seen at the

appendices of this paper.

Data Collection Instrument

 lxix

This segment of the study discusses the methods and techniques that the

researchers used in collecting data that is essential for the development of the ArtAsk:

Knowledge Based Inquiry Chatbot the researchers developed. The researchers used

interview, online research, library research, survey, consultation, and observation to

gather important information from the client.

Interview – In an article by Liubertė & Feuls (2022) they presented that interviews as

the social, interactive and narrative co-creation of scientific knowledge. In addition,

they refer to interviews as a method of gathering research materials through talking to

research participants. Interviewing is not a homogeneous concept, and it is primarily

used in two ways: interviewing as a ‘research instrument’ for collecting opinions and

other cognitively generated content; and interviewing as a ‘social practice’ for co-

creating accounts of ‘truths’ and negotiated meanings.

Putting this method into practice, the researcher first interviewed the head of

Management of Information Systems Office (MISO) of the Provincial Government of

Laguna on February 28, 2024, as a part of the project’s initialization. During the

initial interview, the researchers were informed that the Provincial Government of

Laguna has always faced challenges on managing the citizens of Laguna’s inquiries

and their queries, amongst all of them are about where they would go and pay their

taxes and the step-by-step process on how to students should proceed on how to

acquire their scholarship. With all the researchers brainstorming, they interviewed the

head again on April 1, 2024, on what should be the whole flow of the process that

needed to be followed. The interviews conducted helped the researchers gain an

understanding of the approach of the study. Furthermore, conducting interviews had

 lxx

given the researchers a clarification on how the study and development of the research

would be done.

Online research – Finding secondary data sources online has given the researchers

relevant information for their research. They have read and examined numerous

academic journals, related studies, and reports from Google Scholar. In the study of

Howlett (2022) we are limited in our ability to access the resources we draw on to

read, write, analyze, and publish. This includes the materials locked away in libraries

and archives, as well as the countries and participants we study; many of which will

be inaccessible indefinitely or, at the very least, need to be accessed in new ways.

More importantly, online research is not a new phenomenon. In addition, in

suggesting alternative approaches for data collection, these resources highlight that

technology can be used for research across different disciplines. For qualitative

researchers, and especially ethnographers, mediated approaches resolve some of the

limitations caused by social distancing measures and our inability to access the fields

and populations we study Lobe et al. (2020).

Online research has sped up studying relevant literatures; saving the

researchers time that would otherwise be spent visiting libraries and scanning related

studies individually. To utilize the benefit given utilizing the internet, the researchers

use Google Scholar extensively in discovering relevant literatures and studies. By just

entering keywords, the researchers may identify many papers which helped them to

amass adequate quantity of related study articles easily.

Survey Questionnaire – A questionnaire is a predetermined set of questions given to

a number of respondents. This instrument is good for getting information from many

people. Questionnaires are also appropriate for getting information from people that
 lxxi

are spread over a wide area and that are not easy to contact face-to-face. India &

Mazhar (2021)

A questionnaire should have a short explanation of what your research is

about. As with all data collection methods, questionnaires should always adhere to

ethical and moral codes of conduct.

To fulfill the third objective of this study, the researchers will create a survey

questionnaire to be given to the selected process owners of the proposed application.

These survey questions will gather useful data on user thoughts, feedback, and

behavioral intention to use the proposed system, therefore offering significant insights

into its degree of user acceptance.

Consultation – Consultations are a vital part of process that enabled the researchers to

further enhance their studies, and as the thesis adviser, she slowly integrates her

knowledge and expertise that has been very valuable thus enabling the researchers to

straighten their mistakes. According to the study by Rahmi Fhonna (2020) it is

motivating to be done since supervising the students completing their thesis is a part

of lecturers’ duty. At this point, the lecturers act as the supervisors in which they are

as academic advisors whose official role is to provide research advice and guidance

for a thesis student. She regularly supervised the students weekly by having

consultation session one by one with them face-to-face.

Therefore, the researchers have realized that frequent consultation will be

beneficial for their study as it gives them the opportunity to improve and refine their

research methodologies. On April 20 and April 25, 2024, the researchers had

consultations with their adviser, Ms. Mia V. Villarica DIT, regarding the progress that

has been made within the chapters 1-3, our manuscript is critiqued as well as the

devised current process flow, storyboard, and the contrived research schedule. The
 lxxii

researchers have been able to identify the areas of their research that needs

improvement which would otherwise be ignored if not for the consultation that was

done.

The researchers also consulted and made inquiries to their cohorts wherein

they can obtain valuable knowledge, tips, and suggestions from other student

researchers who relayed their experience in conducting their own study.

Observation – It’s important to gather data or facts that come from other

people to gain other people's perspectives but it’s also important to see it for yourself

to have your insight about the matter. In the researcher’s case, data from different

personalities has been gathered but the researchers decided to conduct some

observations regarding the matter to gain its perspective about the issue that will help

the researchers to further understand the subject.

Statistical Treatment

The following were the results of the proposed study “ArtAsk: Knowledge

Based Inquiry Chatbot for the Provincial Government of Laguna” as observed by the

respondents in term of system Quality Factors, Perceived Ease Usefulness, Attitude

Towards Using and Behavioral Intention to Use. The researchers disseminated a

survey questionnaire during their implementation phase at the Province of Laguna and

were analyzed, formulated and interpreted to determine the status of programming

tools used in developing the study.

The researchers will use this statistical technique to determine the ease of use,

perceived usefulness and attitude towards in the ArtAsk: Knowledge Based Inquiry

Chatbot for the Provincial Government of Laguna while they're using it. Also, the

stakeholders will rate the machine from highest to lowest points. This Likert scale is

one of the methods used by the researchers as their statistical technique for measuring
 lxxiii

people's attitudes and opinions in the Provincial Government of Laguna towards of

the study entitled ArtAsk: Knowledge Based Inquiry Chatbot for the Provincial

Government of Laguna.

For the analyzation of the computed weighted mean, the researchers set the following

scale:

Table 3. Likert Scale

SCALE RANGE REMARKS VERBAL INTERPRETATION
5 4.20-5.00 Strongly Agree Highly Acceptable
4 3.40-4.19 Agree Acceptable
3 2.60-3.39 Moderately Agree Moderately Acceptable
2 1.80-2.59 Disagree Not Acceptable
1 1.00-1.79 Strongly Disagree Highly Unacceptable
The table 3 characterizes the Likert Scale method which the researchers

utilized as the critical basis in getting the weighted mean in order to determine the

user acceptance and satisfaction rate of the respondents. The criteria for Five- Point

Likert Scale equivalent was 5.00 – 4.20 (Strongly Agree), 4.19 – 3.40 (Agree), 3.39 –

2.60 (Moderately Agree), 2.59 – 1.80 (Disagree), 1.79 – 1.00 (Strongly Disagree).

Likert Scale Formula:

Weighted Mean = (SA*5) +(A*4) +(MA*3) +(D*2) +(SD*2) +(SD*1)

Total Number of Respondents (N)

5 = Strongly Agree 4 = Agree 3 = Moderately Agree

2 = Disagree 1 = Strongly

According to Brown (2018), the most common solution to the demand for a

simple statement for data dispersion was to square the difference between each value

and the group mean, yielding all positive values. The variance was calculated by

adding these squared deviations and then dividing them by the number of values in

the group. The variance was always positive, but it was expressed in units other than
 lxxiv

the mean. To get around this, utilize the square root of the variance, which was the

population standard deviation, which shall be referred to as SD for convenience. The

square root of the averaged squared deviations from the mean was hence the SD. The

shorthand term "root-mean-square" was frequently used to refer to the SD.

Project Design

This section covers the project design for the study, beginning with an image

of the software development model, which displays the sequential phases of the

proposed application’s development. It outlines how the researchers will design and

develop the study's suggested application according to the established methodology.

Additionally, the study's system architecture is also described and complemented with

a graphic depiction to support its discussion. Overall, the study's project design offers

a clear strategy for the development and execution of the suggested applications,

offering an organized approach to attaining its objectives.

According to Fu et al. (2016) project designs are created to codify and

formalize design knowledge so that innovative, archival practices may be

communicated and used to advance design science and solve future design problems,

especially the pinnacle, wicked, and grand-challenge problems that face the world and

cross-cutting markets. Principles are part of a family of knowledge explication, which

also include guidelines, heuristics, rules of thumb, and strategic constructs

System Development Model

According to Risener (2022) the use of Software Development Model

increases the likelihood that the method is properly implemented and ultimately used

to complete the project more efficiently.

After careful consideration, the researchers chose Rapid Application

 lxxv

Development as the software development model to accomplish the first objective of

the study which is to design and develop a website chat bot for the Provincial

Government of Laguna. According to the study of Fauzi et al. (2023) Rapid

Application Development (RAD) is one of the Software Development Cycle (SDLC)

methodologies that are often used by development teams that prioritize time

efficiency. The RAD methodology is considered as one of the methodologies that has

the shortest completion time compared to other SDLC methodologies, the RAD

method allows developers to update and improve software products easily.

The Diagram below illustrates the complete Rapid Application Development

model process.

Source: https://www.agilelonestar.com/knowledge-base/rapid-application-development

Figure 2: Rapid Application Development Model

The figure above shows the model used by researchers to develop the system,

demonstrating the construction process and steps. This method accelerates the

software development process to enable iterations and user evaluation. Listed below

are the phases in developing the project:

 lxxvi

 Phase 1: Planning

During the initiation phase, the researchers reached out to the head of

the Management Information Systems Office (MISO) of the Provincial

Government of Laguna, saying that the office might be having a hard time

with their supposed streamlined process to track the multiple queries of the

citizens of Laguna. After the initial interview, the researchers proposed a

solution that might alleviate the problems with the streamlining of the three (3)

departments within the Provincial Government of Laguna. Furthermore, to

have a better understanding of what our study would require, the researchers

scanned the university library for relevant studies as well as literatures, as well

as doing online research on what are the requirements for the proposed

system. With also the help of their thesis adviser the researchers were able to

identify the necessary functionalities and relevant technologies needed to for

the proposed application.

 Phase 2: User Design

In accordance with the Management Information Systems Office

(MISO) as a client they would want a website that is user friendly and easy to

use, the office also advised us some user who may encounter trouble reading

some fonts so, the researchers then conducted a meeting on what would the

font that is to be used on the website chatbot, it is also in this section that

creating preliminary versions of the software (prototypes) that incorporate user

feedback. Conducting sessions where users can interact with prototypes,

provide feedback, and suggest changes. And then after closely interacting with

the website the continuous refining of the prototypes based on the user input

would put a satisfactory design is achieved with some consultations.

 lxxvii

 Phase 3: Construction

Most of the application coding, testing, and integration will take place during

this phase. This phase is bound to be repeated if new components or revisions are

necessary to meet the needs of the study.

 Phase 4: Cutover

This phase involves the actual development of the product increment based on

the priorities and estimates established during the development of the website. This

phase is crucial as it represents the culmination of the planning efforts and sets the

stage for iterative development and delivery.

As the development progresses, the team may encounter new insights,

challenges, or changes in requirements. In response, they must be prepared to adapt

their approach and iterate on the product increment. This review process provides an

opportunity to validate assumptions, gather insights, and adjust as needed, ensuring

that the product evolves in alignment with client’s satisfaction.

Testing and Evaluation Procedure

System testing is an important phase in the software development life cycle

(SDLC) where the entire integrated system is tested to ensure that it meets specified

requirements. According to Kaplesh & Pang (2020) software tests are used to

determine the correctness of software assuming some specific hypotheses. In the early

days of software development, debugging was the primary form of software testing. It

was mainly done by the programmer who wrote the code, and the goal was to get the

application up and running without causing the system to crash.

As part of this research’s objective, the researchers will conduct two

evaluation techniques for the proposed web-based application: one for system experts
 lxxviii

and the other for the system’s potential users. System testing and evaluation

procedure will help validate the system functions and ensure that it performs

according to its intended design. Therefore, a thorough introduction and

demonstration of the system to users will help assess their computer literacy and

gather feedback regarding the system’s level of user acceptability.is section outlines

the researchers’ action plan, from testing to evaluation. Based on the study of

AcqNotes (2024), testing and evaluation is an important process to consider the

performance, reliability, and safety of various systems, products, or technologies. It

includes systematically examining and validating these items to ensure they meet

specified requirements and perform as intended.

In line with the previously mentioned, the developed mobile application was

placed through testing and evaluation to polish the quality of each feature and

function to produce a quality output through testing. This also introduced and

demonstrated to the future users to evaluate their satisfaction level and acquire

responses through video presentation and actual usage experience.

Software Testing Phase

According to Chernak (2006) system testing can be viewed as a process of

deducing valid conclusions about the testing status of system features based on

evidence acquired by executing test cases. Hence, the main purpose of executing test

cases is to gain information about the system implementation. In system testing, the

mission is finding and reporting software defects; the feature fail criterion is

commonly defined as, “If any of the feature’s test cases fails, then the feature fails

testing. In addition, system testing is concerned with testing an entire system based on

its specifications, derived from UML analysis, such as use cases, sequence, and

collaboration diagrams Briand & Labiche (2001).

 lxxix

The evaluation of the proposed system's functionality will be included in this

phase. It will be based on tests which will be conducted by the researchers.

Consequently, the researchers will also invite experienced system evaluators to assess

the system's performance and functionalities.

Thus, to evaluate the performance and usefulness of the proposed web-system,

the following measures will be taken by the researchers: (1) Testing Tool and (2)

Testing Method.

Testing tool

As per Prajapati (2013) software test tools help software developer to examine

software bugs, verify functionality, and ensure the reliability of the software which is

developed by them and required by the user.

According to Black Box Testing Techniques with Examples (2019) Black box

testing refers to a software testing method where the SUT (Software under Test)

functionality is tested without worrying about its details of implementation, internal

path knowledge and internal code structure of the software. This method of testing is

completely based on the specifications and requirements of the software. The focus of

the black box testing is upon the output and inputs of the software system rather than

the program’s internal knowledge.

The main objective of black box testing is to assess the functionality of a

software system without examining its internal code structure. Instead, testers

examine only the system's external behavior and interfaces to ensure that it meets

specified requirements and behaves as an end-user would expect. The figure below

depicts a black box testing model. Thus, in order to accomplish the study's second

objective, which is to test the functionality of the proposed system, system testers will
 lxxx

use a test case questionnaire for its major features as criteria for evaluating the

functionalities of the proposed app. These test cases include the step number, step

details, and expected result; the evaluation results will then be used to assess the

system's overall usability and effectiveness, as well as identify any areas for

improvement or future development.

Figure 3. Black Box Testing Model adapted from Rhea Dube (2023) of
DZone

Figure 3 shows the working process of the black box testing, the process flow

on how to conduct black box testing. The black box testing involves evaluating

without knowing how it works within, where tester inputs data and checks the output,

the system being tested produces.

The Citizens of Laguna are the primary End-User that will interact with the

System while the Administrators/Developers would only interact with the System to

check if it is running optimally and to Upgrade or Recalibrate the System. The client

is one of the primary users who will interact with the system. The administrators are

responsible for the future official deployment, recalibration, and possible scaling.

Design and Development of Testing tool

A testing tool is needed to evaluate the performance and functionality of the

developed web application applications. The researchers used the black box testing
 lxxxi

technique in order to validate the developed Web Application performance and

functionality. According to Akanksha Verma et al (2017) Black box testing is a

software testing approach. It is used to determine the application's functioning. The

major emphasis of black box testing is the application's accessible input and the

expected outputs for each input value. The researchers used a cause-effect approach

in this test, which entails defining the cases (input circumstances) and effects (output

conditions), creating a cause-effect graph, and then generating test cases

appropriately.

Below are the sample of the constructed test sheets for each developed web

application, with the step numbers, step details and the expected result of the given

steps.

Table
STEP 4.
NO.Sample STEP
Evaluation Sheet
DETAILS EXPECTED RESULT
1. Accessing ARTA Page The user will be able to accessing the
ARTA module

2. Input inquiry User will input a query to the chatbot

3. Manually accessing an ARTA User will be able to manually access a
document Citizen Charter document to view

4 View the ‘What is ARTA?” page User will be able to view the page for
“What is ARTA?”

5. View “What is ArtAsk?” page User will be able to view the page for
“What is ArtAsk”

Table 4 shows the example evaluation sheet that will be used in system

testing. The example test case scenario is the adding of activity via manual input.

Table 4 consist of step number, step details and expected result.

 lxxxii

Table 5. Sample Evaluation Sheet

STEP NO. STEP DETAILS EXPECTED RESULT
1. Admin Sign in and Register Admin will be able to sign in and register
their account for administrator access.

2. Inserting inquiry Admin will be inserting a query to the

chatbot

3. Admin feedback Admin will be able to create a feedback

based on the chatbot response

4 View the ‘What is ARTA?” page Admin will be able to view the page for
“What is ARTA?”

5. View “What is ArtAsk?” page Admin will be able to view the page for
“What is ArtAsk”

Table 5 shows the example evaluation sheet that will be used in system

testing. The example test case scenario is the adding of activity via manual input.

Table 5 consist of step number, step details and expected result/

Testing Method

A testing method is a systematic approach used to evaluate the functionality,

performance, and reliability of a system. It involves techniques and procedures to

identify and fix errors, ensuring that the system meets its requirements and

specifications.

To conduct the evaluation by system testers, a dichotomous scale will be

employed. According to Maccallum, et al. (2002), the dichotomization of quantitative

variables involves converting continuous measures into two categories by splitting the

data at a specific point to simplify analysis.

Therefore, the only possible outcome for the actual test is either “pass” or
 lxxxiii

“fail”, which will determine whether the proposed web-based application responded

as stated in the test inputs or not.

Figure 4: Actual Structural Format of the Testing Evaluation Tool

The researchers incorporated the actual test into the testing instrument that

could be compared to the expected result indicated on the test sheets. The researchers

provided these test cases to the system testers to validate all the criteria, steps

specifics, and expected results specified.

Software Evaluation

This part is where the user will express their point of view, perception,

behavior, and response regarding the two developed applications, and collect

feedback, to indicate the viability of the research study through public observation.

The phase indicates the important components and actions of the researchers did from

the development of the evaluation tool towards on the distribution.

 lxxxiv

The researchers had phases in determining and evaluating the technology

acceptance of the two developed applications.

These are the following:

a) The Design and Development of the Evaluation Tool

b) The Validation of Questionnaire

c) The Distribution of the Questionnaire

Source: https://acceptancelab.com/technology-acceptance-model-tam

Figure 5: Technology Acceptance Model

Figure 5 demonstrates the flow of TAM that clarifies user acceptance based on

Quality Factors, Perceived Usefulness, Perceived Ease of Use, Experience, Attitude

towards Using, Behavioral Intention to Use, And Actual System Use, which the

researchers utilized. This model was used by the researchers in creating the

evaluation tool for the user acceptability.

Source:https://www.andplus.com/blog/software-quality-testing
Figure 6: Software Quality Characteristic IS/IEC 201510
 lxxxv

Figure 6 explains the different types of quality metrics that clarify which

typical value will be taken into account when evaluating the resources of the software

program.

Figure 7: Structural Format of the Evaluation Tool

Validation of Questionnaire

Validation of the questionnaire helps researchers to avoid wrong data

collection and analysis, leading to a wrong interpretation of results. After developing

a questionnaire, the researcher should validate it by conducting a pilot test and

conclude that the questions in the questionnaire are correctly understandable and

interpretable by the intended respondents while administering the questionnaire for

the survey. Hence, validation is an essential part of systematic research both in

empirical and experimental research Aithal & Aithal (2020)

Before the sample population can evaluate the user acceptability of the

proposed system, the researchers find it necessary to verify the validity of each
 lxxxvi

questionnaire item. To achieve this, the researchers will employ a face validity

approach. According to Lund, et al. (2014), in face validity approach, reviewing of

questionnaire is done by providing judgment on whether the items seem relevant and

appropriate to the construct being measured. It involves assessing the relevance, ease

of understanding, and overall acceptability of the questions and response categories.

Nonetheless, the researchers devised a questionnaire with criteria that is adapted from

UAT and ISO/IEC 25010, albeit it is not yet validated by their adviser.

The tables below present the initial assessment tools used for MISO Officers

and Citizens of Laguna outlining the questions, criteria, assessment factors, and

sources. This evaluation was based on face validity.

Table 6. Questionnaire for MISO Officers and Citizens of Laguna: Quality Factors
QUALITY FACTORS Source
1.Appropriateness: The web application performs accurately ISO/IEC 25010:2011
according to intended use.

2.User Interface Aesthetic: I find the user interface of the ISO/IEC 25010:2011
software is attractive for the user

3.Reliability: The errors committed while interacting of the ISO/IEC 25010:2011

software are easy to fix.

Table 7. Questionnaire for MISO Officers and Citizens of Laguna:

PERCEIVE EASE OF USE
Perceive Ease of Use
Source
1. Operability: The software provides enough guidance to ISO/IEC 25010:2011
navigate through the content.

2.Availability: The software performs accurately every time I ISO/IEC 25010:2011

use it.

3.Usability: The software is very easy to understand without ISO/IEC 25010:2011

further tutorial.

Table 8. Questionnaire for MISO Officers and Citizens of Laguna: Perceive Usefulness
PERCEIVE USEFULNESS Source
1. Functional Appropriateness: The software helps the ISO/IEC 25010:2011
citizen of Laguna to easily inquire about the services of
Provincial Government of Laguna
 lxxxvii

2. Accessibility: The developed web application can be ISO/IEC 25010:2011

access on multiple devices.

Table 9. Questionnaire for MISO Officers and Citizens of Laguna: Experience

EXPERIENCE Source
1. I enjoyed using this web application and it provides ISO/IEC 25010:2011
knowledge about the processes of the Provincial Government of
Laguna.

2.The web application helps me understand what to do when I ISO/IEC 25010:2011

need help about the Provincial Government of Laguna

Table 10. Questionnaire for MISO Officers and Citizens of Laguna: Attitude Towards
Using
ATTITUDE TOWARDS USING Source
1. The various features and functions of the software are well ISO/IEC 25010:2011
integrated.
2.It encourage me to know more about the processes of the ISO/IEC 25010:2011
Provincial Government of Laguna

Distribution of Questionnaire

Survey distribution tools allow easily reaching selected audience, asking

a range of questions, analyzing data in real-time and make quick, informed decisions.

It is a process that could have taken months and can be completed in a matter of hours

(Smart Survey, 2024).

Thus, after completing the design and development tool, validation, and

application of Likert scale, the questionnaires were handed to the target respondents

in the form of a face-to-face survey using printed questionnaires for households, and

collectors of Pila, respectively. To determine the degree of satisfaction with the

 lxxxviii

designed system, the researcher collected all assessment questionnaires after

interviewing the target population. The gathered data was analyzed and interpreted.
 lxxxix

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 xcvii

APPENDICES
 xcviii

APPENDIX A
(TECHNICAL BACKGROUND)
 xcix

TRANSCRIBED INTERVIEW

AW 02 Transcript and Documentation

Day 1 – Interview
Date of Interview: February 28, 2024
Interviewee: Sir Roi D. Abrazaldo, Computer Programmer III
Interviewer: James Francies Gamis
Location of Interview: Laguna Provincial Capitol

First visit for title proposal interview

Interviewer: Good morning po! Kami po ay andito ngayon para po tanungin si sir

Abrazaldo tungkol sa aming title proposal sa kaniya.

Sir Abrazaldo: Good morning din sa inyo

Interviewer: Meron po kasi akong idea para po sa thesis naming which is yung Mobile

App po siya na magdidirect po kung saan po gusto kumain ng mga tao since nauso

naman po yung mga restaurants na may diverse culinary. Then naisip din po naming

siya na lagyan po ng chatbot na para pong gpt pero tungkol po sa mga restaurants,

food palletes, and allergies ng user, then kapag po natapos na po yung query ng

chatbot ibabato naman po nito yung mga options po na pagpipilian po nila based po
 c

dun sa sinagot nila dun po sa chatbot, then yung purpose din po ng chatbot is puwede

ka din po mag tanong ng restaurants near them.

Sir Abrazaldo: Magandang idea yan ang kaso nga lang niyan is unang una yung data

privacy ng isang tao, pagkatapos ba magsagot ng isang user nayan ano na mangyayari

sa kanyang data? Then yung sa location naman nila kasi kung kailangan nila iaccess

yung maps para makahanap ng restaurant na malapit sa kanila kailangan niyong

magdagdag ng precautionary measures para dun sa app niyo.

Interviewer: Ah ganon po ba sir, so pano po kung—

Sir Abrazaldo: Well actually meron kaming icocounter offer sa inyo kung okay lang

Interviewer: Sige po sir ano po ba yon

Sir Abrazaldo: Actually, kasi samin, sa department naming nahihirapan kasi kami

istreamline yung mga queries ng mga citizens ng laguna ngayon pa nga lang

(currently may nagtatanong patungkol sa scholarship via message) tapos pag nagreply

kami siyempre sunod sunod na yung itatanong nila, ano ang susunod na step, saan na

susunod na pupunta kaya nahihirapan kami, tapos nga yung iba pa sa malayo pa

manggagaling para lang itanong kung ano ang kailangan na mga requirements. Tapos

sa atin namang mga seniors yung tinatawag na—alam niyo ba yung blue card? Ayun,

iyong information kasi tungkol sa blue card hindi naman available na mahahanap sa

internet, bagkus magchchat kapa kung saan saang office para makapagavail o mag

tanong lang ng information, ayon ang gusto naming maalleviate yung kaysa naman

saan saan kapag magtatanong bakit hindi nalang sa isang site nila ibagsak lahat ng

queries nila?

Interviewer: Bali sir para po siyang chatbot?

 ci

Sir Abrazaldo: Chatbot talaga siya, pero may dataset kayo na pagbabasihan and kami

ang magbibigay ng dataset na yon

Interviewer: Okay po sir tungkol po dun sa dataset saan po manggagaling yon

Sir Abrazaldo: *Searches ARTA on phone*, alam niyo ba yung ARTA? Itong ARTA

kasi is yung Step-by-step process na ginagamit ng mga government agencies

Interviewer: So yun nga po sir pano na po ang gagawin naming kung yung chatbot

nga po yung gagawin naming thesis, yung sa scope po kaya?

Sir Abrazaldo: diba ganito nga, may chatbot kayo then ang initial idea lang na

pagagamitan non is yun nga yung mga services ng provincial government parang

inquiry system siya para sa mga client, so basically ayun yung scope yung gagawin sa

inyo thesis project, kaya dapat ang training data ng chatbot is yun nga yung ARTA, in

a sense meron siyang buong product pero, nakacontain lang yun sa mga services ng

ARTA.

Interviewer: Pano naman po sa gagamitin naming API?

Sir Abrazaldo: Tungkol naman dan kayo na ang bahala kung ano ang gagamitin

niyong API, basta ang kailangan ko lang makita is yung mismong chatbot siya, it still

depends sa inyo kung ano ang gagamitin niyo at kung ano ang ibibigay niyo sa amin

kami na lang din ang mag tutuloy non. And lastly ang prospect dapat ng technology

na gagamitin niyo is dapat hindi na siya yung magiging obsolete and kung vibrant nga

yung gagamitin niyo atleast within the next 10 years secured parin yung system na

ginawa niyo na meron parin siyang support.

Interviewer: Sige po sir! Maraming salamat po sa pag payag niyo pong mainterview.
 cii

Day 21 – Interview
Date of Interview: March 20, 2024
Interviewee: Sir Roi D. Abrazaldo, Computer Programmer III
Interviewer: James Francies Gamis
Location of Interview: Laguna Provincial Capitol

Consultation for the remaining questions about the concept paper

Interviewer: Good morning po sir, andito po kami para po magpaconsult dun sa

concept paper po namin

Sir Abrazaldo: Kumusta ano ang kailangan niyo

Interviewer: So ayun nga po sir kasi po natanong po kami ng panel kung sino po ang

nagprovide sa amin po nung title

Sir Abrazaldo: Yung title niyo? Edi kami, yong MIS

Interviewer: ang naging issue po naming is kung sa mismong head daw po ba galing

yung title na nakuha po namin na nilagay po naming sa aming concept paper

Sir Abrazaldo: Basta isa yun sa mga binababaan nung sa head namin, kasi nga bakit

kami gagawa or magpapagawa ng system na hindi naman alam ng head naming, so

parang magtatrabaho lang kami sa wala lang. Then yung nga sa system development

naming lagi akong may meeting sa head naming so lahat ng system na balak niyang

gawin ng MIS binababa yon sakin ni Sir Jaime Garcia.

Sir Abrazaldo: Basically, yang kasing chatbot na iyan is for client support.

Sir Abrazaldo: So ano pa ang maitutulong naming sa inyo?

Interviewer: Bali po talga sir ang kailangan lang po naming sa inyo po talaga is yung

video recording lang po para lang po maitranscribe namin siya as proof.

Sir Abrazaldo: I see.

 ciii

Interviewer: So yun nga po sir ang issue po naming is kung kanino nga daw po talaga

nanggaling po yung title namin.

Sir Abrazaldo: Dito namam kasi aware naman ang boss ko, pati dito sa chatbot talaga

mismo aware talaga dito yung boss ko, pero regardless kung may mga system na

hindi alam ng boss ko, meron parin akong authority to implement those, and meron

kaming understanding na kahit later ko na siya iupdate.

Interviewer: Okay po sir.

Day 33 – Interview
Date of Interview: April 1, 2024
Interviewee: Sir Roi D. Abrazaldo, Computer Programmer III
Interviewer: James Francies Gamis
Location of Interview: Laguna Provincial Capitol

Interviewer: Good morning po sir.

Sir Abrazaldo: Good morning anong maitutulong ko sa inyo.

Interviewer: Bali po sir galing na po kami sa baba (Human Resources), then ang sabi

po samin is sa website nalang po kami kumuha (Citizen Charter), ang problema lang

po is yung nasa website po kasi is kulang kulang po yung mga nakalagay.

Sir Abrazaldo: Oo nga eh.

Sir Abrazaldo: Ano ano ba ang kulang?

Interviewer: Yung iba pong mga departments wala pong nakalagay kasi.

Sir Abrazaldo: Kung ganon nga ang mangyayari, no choice kungdi sa website talaga

yung kukunin niyo (ARTA Charts).

Interviewer: Naiimagine na nga po naming sir, handa na po kaming mag iscan po ng

documents ng paisa isa po.

 civ

Sir abrazaldo: Pano nga kung ganon ang mangyayare?

Interviewer: Since for now naman po, tatlong (3) department lang po yung gagawin

namin, hindi po kaya pwede mahingi nalang po specifically yung mismo po (citizen

charts) na para po dun sa mismong kailangan po naming gamitin pangsamantala po.

Sir Abrazaldo: Kung pipili kayo ng department na uunahin niyo for now, iyong

Provincial Health Office muna ang unahin niyo, kasi siyam (9) na district ospitals kasi

meron ang Laguna, and then after nung mga ospital is yung sa treasury.

Interviewer: Para lang po kasi maipakita po namin kung pano paano na po

naistreamline yung processes.

Sir Abrazaldo: Puwede yon, kasi yon lang naman yung mga malalaking frontline na

offices, since parepahero lang naman sila, madami na kaagad kayong macocover don

na process, depende narin yung sa ibang malalaking ospital baka meron silang

exclusive sa kanilang district. Need talaga mafocus muna yung sa Health Office,

kailangan kasi maimprove yung sa health system gawa nung magiimplement na nga

nung universal health care na makakatulong para sa pagstrealime ng services.

Interviewer: Noted po sir! Salamat po ng marami.

 cv

Current Process Flowchart

 cvi

PROCESS FLOW PEOPLE INVOLVED DETAILS

The user should left
Citizen/Admin click on the landing
page to get to the
module ArtAsk

This part displays the

Artask location in which the
user can enter their
inquiries

The user, input the

Citizen/Admin inquiry they want to ask
the chabot

The module will check

Artask if the query entered by
the user is relevant to
the purpose of Artask

The query provided will

Sentence Transformer, be checked by AI to
BERT create context, entities,
and create the response

The OpenAPI will

output a response based
OpenAI API on the context, entities,
and query of the user.

The module will check

if the current user is an
Artask admin, if yes. They can
create a feedback from
the response created.
 cvii

PROCESS FLOW PEOPLE DETAILS

INVOLVED
The admin will
input the feedback
Admin on the response that
was given to them
by OpenAI API

If the storage folder

for the feedback is
Artask created. If yes,
proceed to saving
the feedback

Create folder for

Artask storage if the folder
was not yet created

Create a file for

Artask storing the
feedbacks

The feedback will

Artask be saved in a csv file
for storing purposes.

Figure 9: Feedback Process Flow of Artask

 cviii

PROCESS FLOW PEOPLE INVOLVED DETAILS

The user will provide

user the necessary
information for them to
enter in the system

The database will save

Artask the necessary
information for the user
to use
 cix

PROCESS FLOW PEOPLE DETAILS

INVOLVED
The admin has to
Admin provide the necessary
information to access
admin mode

The database will

verify the necessary
Artask information of the
admin

The module will

check if the
Artask information entered
are valid, if yes
continue, if no tell
the user to repeat it
again

Artask The module willl

display the user has
successfully logged
in

Figure 11: Login Process Flow of Artask

 cx

PROCESS FLOW PEOPLE INVOLVED DETAILS

The admin has to notify
Admin, the MISO Admin that
MISO Admin they have forgotten
their password

Admin, Admin will create a

MISO Admin request for the MISO
admin to approve

If the request has been

processed, they can
MISO Admin continue with
recovering the
password. If no, repeat
the process

The admin has to enter

a new password for
Admin them to have access
again to their account

Figure 12: Forget Password Process Flow of Artask

 cxi

Proposed Process Flowchart

PROCESS FLOW PEOPLE DETAILS
INVOLVED
The user , input the
Citizen/Admin inquiry they want to ask
the chabot

The module will check if

Artask the query entered by the
user is relevant to the
purpose of Artask

The query provided will

be processed by AI to
AI create a response

The OpenAPI will

output a response based
OpenAI API on the context, entities,
and query of the user.

The admin will input the

feedback on the response
Admin that was given to them
by OpenAI API

Proposed Use Case Diagram

 cxii

The developed system’s Use Case Diagram is shown below. This

depicts the users, as well as their relationships, as well as their roles.

Figure 14: Proposed Use Case Diagram of Artask.

 cxiii

System Context Diagram

Figure 15: System Context Diagram of Artask.

 cxiv

Data Flow Diagram

Figure 16: Data Flow Diagram of Artask

 cxv

Data Dictionary
Field Name Description Data Type Allowed Values
userQuery The query String Any user
entered by the String input(text)
user into the List[String]
web form. Integer
String
File(CSV)
queryEmbeddings Embeddings Float[] Numerical
generated array(BERT
from the user embeddings)
query using
BERT.
relevantDocs List of List[String] List of document
relevant titles/contents
documents
retrieved
based on
similarity to
the query.
generatedResponse The text String GPT-3 generated
response text
generated by
the GPT
model based
on the user
query.
namedEntities Entities List[String] Named entities
extracted from (e.g., names,
the user query places, etc.)
using NER.
feedbackScore The rating Integer 1 (poor) to 5
provided by (excellent)
the user for the
system’s
response.
feedbackComment Additional String Free-text input
comments
provided by
the user
regarding the
response.
feedbackCSV The file where File(CSV) CSV file
feedback data
is stored.
 cxvi

Hierarchal Input Process Output

Figure 17: Hierarchal Input Process Output of Artask

 cxvii

Project Schedule

This section displays the research study’s project schedule.

In order to complete this research project, the researchers went

through several stages.

Task 2024
March Apr May June July Aug Sep Oct Nov
Analysis
1. Finding
Possible
Client
2. Discussion
with
Stakeholders
3. Document
Current
System
4. Analysis
Completion
System Analysis
1. Planning
2. Data
Gathering
3. Consultation
with Client
Development
1. Making
System
Prototype
2. Coding
Testing
1. System
Testing
2. Error
Identification
Acceptance
1. Fixing Errors
2. Result
Assessment
3. Handing
Over
Figure 18. The figure above shows the project schedule starting from finding a client,
to system development.
cxviii