Introduction
The Land Transportation Management System (LTMS) introduced by the Land Transportation Office (LTO) in the Philippines marks a key policy change aimed at modernizing and simplifying vehicle registration and driver licensing processes. As part of a larger digital transformation effort, the LTMS is designed to improve service delivery, reduce bureaucratic delays, and enhance the user experience. However, since its rollout, the system has encountered several challenges, reflecting the complexities of transitioning to digital governance.
The system's implementation includes two main components: (a) Service Digitization, enabling users to conduct transactions online, including payments, and (b) Data Management, which involves creating a centralized database for vehicle and driver information that can be shared with other related agencies. A major issue with the LTMS is the frequent occurrence of technical problems, such as system downtimes, slow processing, and occasional data loss, which cause delays and frustration among users. These issues not only hinder system performance but also reduce public trust in its reliability (Gisbert, 2023). For example, during high traffic periods, the system often crashes, forcing users to revert to manual processes, negating the benefits of digitalization.
https://doi.org/10.65494/pinagpalapublishing.106
