📄 Abstract
In the present high-tech digital age, government offices globally are putting more of their services on the internet to further extend efficiency, accessibility, and responsiveness to changing public demands. With the current status that the Bureau of Immigration's E-services face challenges related to accessibility, learnability, and user satisfaction, this study aims to assess the accessibility and learnability of the Bureau of Immigrations E-Services and Client Support towards a quality public service. This study utilized a descriptive type of research design. The research method employed is quantitative. Using a convenience sampling method, the population were 25 clients and 25 Bureau of Immigrations employees in the Bureau of Immigration (BI) in Manila, Philippines. The research instrument used in this study was self-developed by the researcher. The study found that both clients and employees perceived the Bureau of Immigrations E-services and client support as moderately effective and accessible, with no significant difference in their assessments. The Bureaus digital services are generally functional and reliable but require improvements in user-friendliness, inclusivity, and proactive client support. It is recommended that the Bureau adopt the Proposed E-Service Enhancement Framework (ESEF) to enhance accessibility, efficiency, engagement, responsiveness, and system learnability.
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📚 How to Cite:
Renamae Calinao Policarpio , OPTIMIZING E-GOVERNANCE: ACCESSIBILITY AND LEARNABILITY OF THE BUREAU OF IMMIGRATION'S E-SERVICES IN DELIVERING QUALITY PUBLIC SERVICE , Volume 10 , Issue 11, November 2025, EPRA International Journal of Research & Development (IJRD) ,