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Description
The Civil Registrar Office of Bocaue, Bulacan relies on a manual queuing and transaction process, resulting in long waiting times, repetitive client visits, and inefficient service delivery. To address these challenges, the researchers developed the BOCAUE Civil Registry Digital Services Platform (BCR-DSP), a web-based information and queuing management system integrated with an AI Assistant Chatbot. The system features online appointment scheduling, document requirement uploads, smart walk-in queue management, real-time email notifications, and a 24/7 AI-powered chatbot that provides automated responses to citizen inquiries regarding documentary requirements, processing procedures, fees, and appointment status. The AI Assistant Chatbot utilizes Natural Language Processing (NLP) to interpret user queries and deliver context-aware and immediate responses, thereby reducing staff workload and improving overall service efficiency.
The system was developed using the Agile Software Development Life Cycle (SDLC) methodology, employing Vite React (frontend), NestJS (backend), MySQL (database), MinIO (S3-compatible object storage), and Render (deployment). To assess system quality and user acceptance, the ISO/IEC 25010 Software Product Quality Model and the Technology Acceptance Model (TAM) were utilized. A 4-point Likert scale (4–Strongly Agree, 3–Agree, 2–Disagree, 1–Strongly Disagree) was used to measure respondents’ evaluation of the system. The 4-point scale was intentionally selected to eliminate a neutral midpoint, thereby encouraging respondents to provide a definitive positive or negative assessment and reducing central tendency bias.
Based on ISO/IEC 25010 evaluation conducted by IT professionals, the system obtained Excellent ratings in Functional Suitability (3.70), Performance Efficiency (3.43), Reliability (3.40), Portability (3.40), Maintainability (3.42), Compatibility (3.30), and Usability (3.28), while Security received a Very Good rating (3.10). The AI Assistant Chatbot significantly contributed to higher usability and functional suitability by providing accurate, real-time automated assistance.
Under the Technology Acceptance Model (TAM), citizen users rated the system with an average mean of 3.20 (Agree), while municipal staff and administrators rated it 3.23 (Agree), indicating that the platform and its AI Assistant Chatbot are perceived as useful, easy to use, and effective in enhancing service delivery and reducing queuing time.
Overall, the findings confirm that BCR-DSP meets its intended functional and quality standards, demonstrates strong user acceptance, and serves as an efficient digital solution for modernizing public service delivery in the Municipal Civil Registrar Office of Bocaue, Bulacan.
