Public Service Motivation and Organizational Citizenship Behavior of Employees in the Department of Environment and Natural Resources PENRO Cagayan

Abstract

This qualitative study explored the lived experiences of government personnel involved in document management workflows at the Department of Environment and Natural Resources. Specifically, the study examined bureaucratic challenges, process inefficiencies, and personnel perspectives regarding the implementation of automated tracking systems in public sector offices. Using a qualitative phenomenological research design, the study involved purposively selected administrative personnel, records officers, and staff members directly engaged in document processing and records management. Data were gathered through semi-structured interviews and analyzed using thematic analysis. Findings revealed that participants experienced delays in document routing, manual tracking difficulties, communication gaps, records retrieval problems, and workload pressures associated with traditional document management systems. Participants perceived that automated tracking systems could improve transparency, accountability, monitoring efficiency, and document accessibility. However, concerns regarding technological readiness, personnel training, resistance to change, internet connectivity, and data security emerged as barriers to digital transition. Despite these challenges, participants demonstrated adaptability and positive attitudes toward technological innovation aimed at improving bureaucratic efficiency and public service delivery. The study highlights the importance of strengthening digital infrastructure, institutional readiness, personnel training, and policy support in implementing automated document management systems in public sector offices.