The Quality of Services Delivered by the Barangays in Bansud and the Constituents’ Level of Satisfaction: A Basis for a Proposed Service Delivery Improvement Plan

Abstract

This study assessed local services delivered and practiced in thirteen (13) barangays of the Municipality in Bansud namely Barangay Alcadesma, Bato, Conrazon, Malo, Manihala, Pag-asa, Poblacion, Proper Bansud, Proper Tiguisan, Rosacarra, Salcedo, Sumagui, and Villa Pag-asa. The satisfaction of the residents in terms of Health Services, Social Services, Public Works, Environmental Protection, Education Services, Information Services, Peace and Order Services, and Agricultural Support Services was evaluated. It found means as to how basic services can be improved to formulate Quality Service Model as an output of barangay strategies and plans in improving local service delivery and meeting the rights-based need of the residents, especially the poor and marginalized. The study likewise assessed how residents had been empowered to practice demand-side governance for excellent performance and healthy results on the satisfaction of the residents of the Barangay using the descriptive method of research. The findings revealed that the quality of services rendered by the barangays to their constituents was generally high, yet the level of satisfaction on these services was perceived as just moderate to them. This implied that the perception on the level of satisfaction varied according to the given indicators of the services as could be attributed to the availability of resources in the barangays. The result largely concluded that the quality of services and the constituents’ satisfaction depended on the availability of budget that each barangay allocated for the kind of services that were basic to the people. Therefore, it was highly recommended that the Local Government, through the Municipal level, should continuously adapt the existing rules as stipulated in the Local Government Code and provide the constituents with utmost satisfaction on the essential services and facilities they need. Continuous monitoring and evaluation of the service delivery should be done periodically. Barangays should also initiate their own monitoring and evaluation process to determine the constituents’ satisfaction. Furthermore, a comprehensive yet viable Budget Allocation Plan should be undertaken in every barangay.