Discourse Analysis on the Digitalization of Social Services for Overseas Filipino Workers
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Abstract
The digitalization of government services has transformed the delivery of public services by improving accessibility, efficiency, and responsiveness through information and communication technology (ICT). For Overseas Filipino Workers (OFWs), digital social services have become essential in accessing government assistance while residing and working abroad. However, despite the increasing adoption of digital government platforms, limited qualitative studies have explored how OFWs experience these services and perceive their effectiveness. This study examined the lived experiences of OFWs in accessing and utilizing digitalized social services and explored their perceptions regarding the improvement of ICT-enabled government service delivery. An exploratory qualitative research design employing discourse analysis was utilized. Data were collected through semi-structured interviews with twenty (20) purposively selected OFWs who had experience using digital government platforms. The interview data were analyzed through discourse analysis to identify recurring patterns and dominant themes. The findings revealed that digitalized social services improved accessibility to government programs by providing convenient online transactions, efficient document processing, and real-time communication. However, participants also identified technical difficulties, internet connectivity issues, limited digital literacy, and insufficient technical support as barriers to effective service utilization. Furthermore, participants emphasized the need for user-friendly platforms, integrated digital government services, stronger cybersecurity measures, and responsive customer support to enhance public trust and user satisfaction. The study concludes that while ICT-enabled social services have substantially improved government service delivery for OFWs, continuous investments in digital infrastructure, user-centered system design, digital inclusion, and service integration are necessary to ensure accessible, secure, and sustainable digital governance. The findings provide practical insights for policymakers and government agencies seeking to strengthen digital public service delivery for Filipino migrant workers....
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