Click2Serve: Kiosk and Online Platform for Municipal Service Request in Alaminos City

Abstract

In the era of digital transformation, local governments are increasingly challenged to modernize service delivery systems to meet the evolving needs of citizens. This capstone project, Click2Serve: Kiosk and Online Platform for Municipal Service Requests in Alaminos City, addresses the inefficiencies of traditional paper-based municipal service delivery by integrating digital technologies into local governance. The study profiles the ICT infrastructure of municipal departments, examines existing processes, and identifies user requirements to design a centralized system focused initially on the Civil Registry Office. Using the Rapid Application Development (RAD) methodology, the project developed a kiosk and web-based platform equipped with features such as service request tracking, interactive navigation, chatbot assistance, and queuing systems. Usability was evaluated through the Software Usability Measurement Inventory (SUMI), assessing efficiency, affect, helpfulness, control, and learnability. Results demonstrate that Click2Serve enhances accessibility, reduces waiting times, and improves transparency, thereby strengthening citizen engagement and trust in local government. While current limitations include the absence of online payment integration and restricted departmental coverage, the system provides a scalable foundation for future expansion across municipal offices. This project contributes to the advancement of e-governance in Alaminos City, aligning with national smart city initiatives and global best practices in digital public service delivery.