IMPROVING BARANGAY PUBLIC SERVICE DELIVERY THROUGH INFORMATION SYSTEM GOVERNANCE
Keywords:
Information System Governance, barangay public service delivery, e-governance, digital transformation, local government units, PhilippinesAbstract
Barangays in the Philippines continue to rely on fragmented, manual administrative processes that impede effective and efficient public service delivery. This study examined how Information System Governance (ISG) influences public service delivery in Barangay San Isidro, Parañaque City, one of the most densely populated barangays in Metro Manila. Using a descriptive-quantitative research design, 153 respondents — comprising barangay officials, barangay employees, and constituents — completed a researcher-made Likert-type questionnaire. Data were analyzed using means, percentages, t-tests, and analysis of variance. Results showed that all five ISG dimensions — IT Infrastructure, Policies and Procedures, Leadership Support, Staff IT Competence, and Budget Allocation — were consistently rated “Improved,” while Service Delivery, Records Management Accuracy, Transparency and Accountability, and Employee Productivity were consistently rated “To a Great Extent.” Significant differences were found across most respondent demographics (age, civil status, educational attainment, length of residency, and barangay role), revealing a perception gap between barangay officials and residents. The most significant barriers to further improvement were poor communication from barangay officials and limited financial transparency. The study concludes that while initial digitalization efforts are producing measurable gains, a stronger governance culture and community-based communication remain underdeveloped. Based on these findings, the study recommends the development of a structured action plan — anchored in measures such as a public information-system dashboard, a digital feedback portal, and mandatory IT training for barangay employees — to strengthen the administrative effectiveness of barangay functions and improve citizen satisfaction with services provided.
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