A System Approach to Optimizing Driver's License Processing: A Descriptive Correlational Study at LTO-7 Lapu-Lapu City, Cebu

Abstract

This descriptive correlational study examined the optimization of driver’s license processing at the Land Transportation Office (LTO) in Lapu-Lapu City, Cebu, through a systems approach. The study investigated clients’ perceptions of service efficiency, staff competence, system accessibility, process complexity, client satisfaction, and public trust in LTO services. Data collected from respondents revealed strong agreement on service efficiency, staff competence, and client satisfaction, indicating that clients generally perceive the LTO as providing timely and professional service. However, perceptions of system accessibility showed mixed results, with concerns about difficulties in accessing online appointment systems. Notably, public trust in LTO and government services was consistently low, highlighting a critical gap between service delivery satisfaction and institutional trust. Multiple regression analysis further revealed that demographic variables (age, gender, educational attainment, length of membership) and service-related factors did not significantly predict client satisfaction or public trust. Based on these findings, the study proposes an Enhanced Service and Trust Optimization Program (ESTOP) comprising five strategic initiatives: Client Accessibility Enhancement, Simplified Licensing Orientation, Integrity and Transparency Summit, Gender Sensitivity Training, and Public Service Ethics & Anti-Corruption Workshops. This program aims to bridge the disconnect between service satisfaction and public trust by addressing accessibility challenges, promoting transparency, and fostering ethical conduct among staff. The study underscores the importance of a holistic system approach to public service optimization, combining operational efficiency with transparency and community engagement to rebuild trust. Implications for policy and practice suggest that enhancing public trust requires continuous efforts beyond service delivery improvements emphasizing institutional integrity and client-centered governance.