Barangay E ComplaintManagementSystem

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Cagayan Valley Computer

and Information Technology College
#28 Carreon St., Centro East, Santiago City, Philippines
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Barangay E-complaint and Management System
A Capstone Project
Presented to the
Faculty of the College of Information Technology and Engineering
Cagayan Valley Computer and Information Technology College, Inc.
Santiago City
In Partial Fulfillment
of the Requirements for the Degree
Bachelor of Science in Information Technology
By
Radley De Asis
Jessa Mae Laguerta
Rodalita Mando
Venturito Taguinod
June 2022
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CHAPTER I
THE PROBLEM AND ITS BACKGROUND
I. Introduction
Nowadays, where the computer and the technology is very critical and
online communication is part of living, the people who are using it all over the
world are different. Most of the barangays here in Santiago City are using paper-
based material in keeping all the records of a resident, but they all know that day
by day the population of their barangay is increasing. In the past, it was easy to
use paper because there were fewer residents and it was easier to manage
them. But as the years went by, the population got bigger just like in one of the
barangay in Santiago City- Centro East which they couldn’t handle all the request
and complaint of the residents and it this made it difficult to manage because of
bigger population and many complaints. Centro East, formerly Poblacion, is one
of the barangays in the City of Santiago, Province of Isabela. It has 905
population as determined by the 2020 Census.
Many people would seek several information they require that can be
found in the barangay. With only manual processing it would take time to search
for keywords to retrieve content. But with the help of computers it would greatly
enhance the time and end result you will get in comparison to manual time or
work done by hand. According to Lorenzo (2015), one of the problems of

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barangay officials for providing timely response to constituents is the lack of
facilities, materials and resources, consequently, the performance of the
barangay officials is adversely affected by this inadequacy of non-human
resources. The use of modern computer technologies will accelerate the reform
process by assuring the standardization of the procedures on the level of the
entire system, their unification, as well as by including some indicators for
measuring the efficiency of the legal actions (Stefan, I. 2006), hence, to truly fulfill
its function of delivering justice and aid to its people, Barangay E-Complaint
needs to have adequate facilities that will help in the ease of information access
and efficient processes for the people.
Computerization is a control system that manages processes in the
industrial workplace. It reduces human errors and processing time; thus, it can
boost productivity and result in a high quality of production. This can result in a
system well integrated process that can perform much faster and more accurate
than the manual system (Martinez, et. al, n.d). In order to correct disputes,
reconcile people and address concerns of the local community more efficiently,
the Barangay E-Complaint System needs to adopt to the advancement of
technology. Information System involves a variety of information technologies
such as computers, softwares, communication systems, the internet, mobile
devices and much more to perform specific task interact with and inform various
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actors in different organizational or social context of general context to the field of
Information system are all aspects of the development, deployment
implementation, use and impact of it in organizations and society (Boell &
Kecmanovic, 2015).
With this, Barangay E-Complaint Management System is propose. An E-
Complaint Management System that will help residents in barangay Centro East
to file a complaint through online transaction. In this study, the researchers want
to allow the barangay Centro East the ability to avoid paperwork transaction, for
the furtherance of barangay justice system and improve the local community so
that they can serve their residents more easily.

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II. Review of Related Literature and Related Studies
INFORMATION SYSTEM
Many Governments of the world have started e-Government strategies to
renew the public sector in order to promote the rapid step of technological
change. In line with e-Government plans and with the help of ICT, Government
Agencies (Gas) are increasingly called upon to reduce costs and to deliver better
public services tailored to the needs of the citizen and business. Sharing
information and functions of the different legacy Information Systems (IS), in local
and central GA’s, is fundamental in a plan focusing on the improvement of the
quality of services through new technologies. Government Information Systems
are a complex environment that must be reused rather than replaced because
replacement is cost-prohibitive. To achieve this goal, government have started
projects foro the development of interoperability frameworks (Castilliano, Pastore
& Arcieri, 2005) Inexpensive and powerful microcomputers, telecommunications
technologies, and information systems have become an essential element of the
development process of developing countries. Information systems for
governance and public administration, as one of the most important aspects of
computer applications in developing countries, have been a high priority concern
in almost all developing countries. Governance and public administration cannot
be productive, effective and efficient without the support of modern information

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technology. The use of information technology has been an absolute requirement
for public administration and management development. The governance and
Public Administration and Development Management of UN/DDSMS has been
continuously and increasingly under pressure from developing countries to
provide advisory services and technical assistance in this important area (United
Nations, n.d)
Through e-government, an increasing number of nations are making major
commitments to modernize and reform government in an effort to achieve greater
efficiency, broaden access to government services and improve service levels.
Technology is seen as a key enabler for e-government (Elmagarmid & McIver,
2001). Ultimately, e-government seeks to centralize and make a cohesive and
seamless set of government services available to end-users. Hence, the
integration of information systems (IS), both within and between different
government departments, will become a critical issue as ee-government matures
(Golden, Hughes, & Scott, 2003). As e-government matures, information systems
(IS) integration will become critical to the ability to provide centralized and
seamless online services (Lam,2008)
Acording to Schware & Deane (2003) in the study “Deploying e-
government programs: the strategic importance of “I” before “E”, many
developing countries are in the initial phases of adopting electronic government

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(e-government) programs to improve public services and deliver them as
efficiently and conveniently as possible. Their experience with a variety of
governments throughout the developing world at different stages of implementing
e-government programs with citizens (G2C), businesses (G2B), and other
entities of government (G2G) suggests that a major reason behind the success
or failure of e-government projects is the extent to which, first, the governments
address technological infrastructure encouraged by appropriate
telecommunciations policies; and second, the legal and regulatory instruments
required for e-government. Information and communication technology (ICT)
infrastructure (the “I”) development is at the heart of successful deployment and
sustainability of e-government programs.
According to Hussein, et. Al (2007) in the study entitled “The Influence of
Organizational Factors on Information Systems Success in E-government
Agencies in Malaysia”, Information system success continues to be a subject of
interest among IS researchers. The literature nevertheless offers limited
understanding in regard to organizational factors influencing IS success
particularly in public sector organizations. Using perceptual measures, this study
aims to investigate the influence of organizational factors on IS success in
selected public sector agencies in Malaysia. Data was gathered from 201 users
from four central agencies located at the central administration complex in

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Putrajaya. Based on related studies in the literature, six organizational factors
and four IS success dimensions were used to investigate the relationship
between the identified organizational factors and IS success dimensions within
the scope of the selected e-government agencies. The organizational factors are
top management support, decision-making structure, management style,
managerial IT knowledge, goal alignment, and resources allocation, whereas the
IS success dimensions include systems quality, information quality, perceived
usefulness, and user satisfaction. The study found that all the organizational
factors are significantly correlated with the four IS success dimensions under
investigation. Further analyses reveal that goal alignment is the highest predictor
of IS success, followed by management style and centralization of decision-
making structure. Least expected was the top management support factor which
appear to be the weakest predictor of IS success is insignificant. The study
concludes that the findings are generally consistent with previous studies. On a
specific note related to goal alignment, the public sector agencies can be seen
experiencing a similar iimpact to that of their private counterparts in terms of IS
strategy alignment, though they still generally subscribe to the traditional and
centralized decision-making structure.

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III. Statement of the Problem
This study seeks to develop a complaint system for the barangay of Centro East,
Santiago City which intends to help the barangay officers in charge in the
particular office in the ease of access of information and processes for a more
efficient render of service in the community of jurisdiction improving the barangay
justice service.
This study aims to develop a Barangay E-complaint Management system.
Specifically, it seeks to present the following:
1. What are the practices and problems encountered in the existing
Barangay complaint system?
2. What system can be developed to address the problems in the
Barangay complaint system?
3. What is the extent of compliance of the developed system to ISO
25010 Software Quality Satndards as assessed by IT experts in
terms of?
3.1 Functional Sustainability
3.2 Performance Efficiency
3.2 Compatability
3.3 Usability
3.4 Reliability
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3.5 Security
3.6 Maintainability; and
3.7 Portability
4. What enhancement can be made to improve the developed
system?
IV. Research Paradigm Commented [U1]: Input improve the content of your
iNPUT
PROCESS OUTPUT
INPUT
INPUT Practices and Problems Encounterd
Problems and need analysis Forms Complaint
Practices, problems and Development of Information Process and procedures in Filing Complain in the Barangay
issues in the barangay System Barangay E-Complaint
Management System
ISO 25010: 2015 Software Software Development OUTPUT
Quality Standards
Define Requirements Resuls of Evaluations (include)
System Development
System Testing
System Evaluation
Figure 1.Research Paradigm

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The figure above presents the research paradigm of the study. The study will
revolve under the Input Process Output framework in developing an information
system intended for the barangay e-complaint management system. The input of
the study will include the practices and problems encountered by a citizen in a
certain barangay. Additionally, the input will integrate the ISO standards of 2015
for software quality standards. The process of this study will involve an analysis
of the identified problems and practices for the development of the system,
practical test, deliver and system evaluation. After the aforementioned
procedures, the expected output will be the barangay E-Complaint Management
System.
V. Significance of the Study
The development of Barangay E-Complaint System in Barangay Centro East
will be of great help to the citizens in the local premises of the Barangay as they
will experience faster transaction and efficient services from the office for the
automation of processes, more specifically the following:
The Barangay & its officials. This system will bring long-term benefit to the
barangay as the system can be used by current and succeeding administrations
and officials. The system will be of great help to the officers in terms of time
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maximization and office procedures, it will enable easier processes of
documents, filing, retrieval and issuance.
Barangay Residents (Complainant/Defendant). The system will be beneficial
to them in terms of faster access to the needed services. Through this system,
transactions will be accomplished at a shorter time, hence the clients will be
catered at minimal time and maximum utility.
The Local Government Unit. Once proven effective, this will be a good model
system for other barangays to replicate and implement, improving the services of
all barangays within the city.
Researchers. The researchers will be benefit from the study; it makes them
more knowledgeable in performing and increases their potential in conducting
research for their thesis. This study will also be an additional resource or an
essential reference in making the same study or in developing the same study.
Future Researchers. This study can be a basis for future extension studies or
studies of similar domain.
VI. Project Highlights
Barangay E-complaint Management System is a system that will be
effectively cater the complaints in the barangay. It will help the barangay officers
in providing an efficient and effective system to their residents.

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Digitization- the complainants may upload an image in the complaint system for
the supporting details in their complain.
SMS- the system has an sms feature for the updates to the complainant about
the status of his complaint.
VII. Scope and Limitation
This study aims to create a computerized system which focused on
developing an E-Complaint System for the barangay complaint desk of barangay
Centro East, Santiago City. This involves the recording procedures, practices
and problems encountered by the officer-in-charge of the complaint desk and
figure out a system that will be able to address the identified problems. More so,
assessment on functionality, reliability, usability, efficiency, maintainability,
portability wil be made to determine its marketability and acceptability as well.
Owing to the aforementioned constraints, findings are applicable only to the
areas that were covered by the study.
VIII. Definition of Terms
Barangay- A small territorial and administrative district forming the most local
level of government.
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Complaint- Refers to a statement expressing that something is unsatisfactory or
unacceptable.
Complaint Desk- In the context of this study, this refers to the official desk of
barangay justice system where residents seek for local mediation assistance
over circumstances that requires the help of Lupong Tagapamayapa.
Data- A distinct pieces of information, usually formatted in a special way.
Digitization- The process of inserting image in the system.
Database- Collection of information organized in such a way that a computer
program can quickly select desired pieces of data. A stored data of complainant
and defendant informations, user, puroks, and officials
System- A set of connected things or devices that operate together.
.
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CHAPTER II
METHODOLOGY
I. Research Design
This study will use the developmental research design since it proposed a
Barangay E-complaint Management System. The Barangay E-complaint
management System is firmly analyzed to provide a good quality of service for
the Barangay and its citizens. The system was created using the method and
procedures of Rapid Application Development. Commented [U2]: What Methodology you used in the
research,
Since you use the ISO, include descriptive research and SDLC
in the Development. SDLC is the RAD
Figure 2. Rapid Application Development (RAD)
Analysis and Quick Design. The researchers will gather the data neded to fulfill
the requirements for the system; The researchers gathered the data needed to
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fulfill the requirements for the system; they decided on the quick design of the
system.
Prototype Cycle. The Prototype Cycle has three components, namely: 1) the
Develop Phase where the system was developed, 2) the Demo Phase, where
the researchers demonstrated the developed system, and 3) the Refine Phase
where the researchers defined and decided for the refinements and
improvements of the system for better performance.
Testing. The developed system is now ready to be tested in the Barangay
Centro East with its Residents. Commented [U3]: Improve the activities, what are the
activities each phase
II. System Architecture
Commented [U4]: Is there an access of the complainant

or the residents to the system?
Figure 3. System Architecture

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This figure illustrates the System architecture of the system.
Complainant/Barangay Residents will use the system and input their credentials
to verify their identity then followed by their complaint and after submission the
admin/respondent will have a notification about the complainant’s complaint at
the same time the transaction and information will be stored in the database and
upon completion of processing and analyzation of the complaint. The
complainant will receive a notification based on the completed analysis and
response to the complaint. Commented [U5]:
III. Hierarchical Input Process Output Commented [U6]: Improve the HIPO
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Figure 4. Hierchical Input Process Output Diagram
This Figure illustrates the Hierarchical Input Process Output of the system. It
shows how the system works and the components of each of the processes as
well as the overall design of the system being implemented and its specific
requirements. The Setup module contains one sub module, the user details while
the Process module contains three sub modules: the Time in/Time out , Date and
Notification to the Complainant and Barangay Official. The Complaints module
contains another three sub modules, the Personal Complaint, Serial Complaint
and Formal Complaint. Finally, the Tools module contains two sub modules, the
Database Backup and Transaction Backup.
IV. Software Requirements
Software Requirement
Operating System Microsoft Windows 10
Apache Server XAMPP
Database Server MySQL
PHP Maker 2022 Version Commented [U7]: What is Programming Language and
the version
Table 1. Software Requirements
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Table 1 above shows what the software to be used, this software is commonly
used and they’re available online for installation.
V. Hardware Requirements
Hardware Requirement
DESKTOP
DESKTOP
Motherboard GIGABYTE GA-H110-DS2 1151,

DDR3, HDMI Commented [U8]: Do not include any brand
Memory RAM 4GB DDR3 PC10600/1333 or Higher
Hard Disk Drive (HDD) SP550 120GB SSD
Processor Intel core i3 or higher

recommended
Table 2. Hardware Requirements
Table 2 shows the hardware requirements that is suitable for the proposed
system since it is easy to use and has low-cost maintenance. Commented [U9]: Why the recommended should be
followed
VI. Locale of the Study
This study will be carried out in Santiago City in the municipality of Barangay
Centro East where the resident of their community are commonly reside and
work. Furthermore, to make the study more feasible, it will be conducted and
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applied to their Barangay Officials as well to provide insights for the residents to
make the system easier to use. At the same time, the written, vocal, and online
complaints data gathering will be complied to the Barangay Officials to
understand the feelings and behavior of their residents.
VII. Respondents of the Study
Respondents No. of Respondents Description
1. IT Practitioner 3 IT practitioner will determine

the acceptability of the system.
Total 3 individuals
Respondents
Table 3. Respondents
The table above represents the respondents, the developers used an interview
guide and purposive sampling technique to produce a sample representative
most often from a population that is difficult to measure. Three IT experts whom
will test the development of the system, with a total of (3) three respondents.
VIII. Instrumentation
The instruments used in the study in gathering required information were
interview with the participants of this study, document review, and questionnaire.
The interview and questionnaire were used to guide the researchers in designing
and developing the system.

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The ISO 25010:2015 Software Quality Standards was used as questionnaire
to evaluate the quality of the system being developed on its functionality,
reliability, usability, efficiency, maintainability and portability of the system among
end users.
IX. Data Gathering Procedure
Figure 5. Prototype-Feedback-Improved Prototype
Data Gathering. Data needed in designing and crafting of the system was
gathered. The gathering of data was done through meetings with the
Administration, Students and Parents. Moreover, the internet was used for
conceptualization of the system and overview.

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Prototype Development. The prototype system that is intended for presenting
the design and how the system works was crafted and presented to the
administration of the school to identify and collect additional requirements
needed for the improvement of the system. In addition, the construction of the
system includes the creation of databases, application programs, and user and
system interface.
Present System Workflow. First is the Data Entry which a user or complainant
must input his credentials/identification/information and his/her complaint.
Second step is the Data Process where the complaint will be analyzed and
verify the complainant’s identity. The last step is the Output where the complaint
details are displayed on the screen and the information and date of inquiry is
stored in the database. The system will then notify the barangay official or the
person in charge of the system and notify the respondents for its response in the
complaint.
X. Data Analysis
The weighted mean is used as the statistical tool. The weighted mean is
computed to measure the system’s compliance with ISO 25010:2015. The formula
is written as;
Weighted mean = Σwx/Σw

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Σ = the sum of.
w = the weights.
x = the value.
The system will be evaluated using the ISO 25010 Software Quality
Characteristics. Thus, this type of research will only be using the survey form:
use Weighted Mean and Likert Scale of 1-5: (5-Complant to the very high extent,
4-Compliant to a high extent, 3-Compliant to a moderate extent, 2-Compliant to a
low extent, 1-Compliant to a very low extent)
Table 4. Likert Scale with Numerical Interpretation
Likert Scale Weighted Mean Description
5 4.01-5.00 Compliant to a very high extent
4 3.16-4.00 Compliant to a high extent
3 2.51-3.15 Compliant to a moderate extent
2 1.76-2.50 Compliant to a low extent
1 1.00-1.75 Compliant to a very low extent

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CHAPTER III
RESULTS AND DISCUSSION
This chapter presents the results of the data gathering and analysis in
terms of problems and issues, features of the developed system to address the
mentioned difficulties, the acceptance level of the developed system, and the
improvements for continuous and future development. The developed modules of
Barangay Complaint Managements System undergoes ISO 25010 Software
Quality Standards had been assessed by the IT Experts.
1. The practices and problems encountered in the existing Barangay
Complaint System.
Maintaining an accurate complaint log book can be a tedious affair. When you
have a complaint, the most important thing is that your complaint is heard and
your problem is addressed. If complaints get lost, they can’t be resolved. Good
complaint management software will allow you to set up automatic
acknowledgements. The Barangay E-Complaint Management System is a simple
system that greatly simplifies and assist in the processing of complaint records.
Compared to the traditional manual logbook that takes up lot of space and
resources and prone to being misplaced or damage. The Barangay E-Complaint
Management System if far more reliable and efficient in doing the task. Most
especially in making changes to the records and the security of the said records.
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2. Developed Web Application design that solved the identified problem
and issues.
The system was developed using the latest web development tools:
PhpMaker2022 and MySql for its database. Distinct modules of the developed
system were as follows:
Figure 6. Module for Resident Records Management
Resident Records Management. This module is used to manage the profiles
and records of the resident.

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Figure 7. Module for Managing Complaints
Complaint Records. The barangay Secretary will be the one who will create the
account and manage the complaints of the residents.
Figure 8. Module for Managing Users Access Level
System Users Management. The security module of the system is used to
manage by the system administrator for registration and maintenance of users
who will be the only ones allowed to access the system and create flexible user
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level and its access permission to the system, the administrator can put
restrictions.
Figure 9. Barangay Complaint Statistical Report
Barangay Complaint Statistical Report. The system is capable of generating
important statistical reports for top or most complaint in a Purok. Commented [U10]: Discuss each modules or features.
The functional features of the system
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3. The extent of acceptance level of the developed system to ISO 25010
Software Quality Standards as assessed by the IT Experts.
Table 5. IT Experts’ acceptance level of the developed system in terms of

Functional Sustainability Commented [U11]: No spacing
Arial size 12
Indicators Mean Descriptive Equivalent Follow format to the Table’s Description
1. Functional Completeness 3 Compliant to a Moderate extent
2. Functional Correctness 3 Compliant to a Moderate extent
3. Functional Appropriateness 3 Compliant to a Moderate extent
Category Mean 3 Compliant to a Moderate extent
This table shows the assessment of users on the acceptance level of the
developed system using ISO 25010 Software Quality Standards in terms of
functional sustainability. The system got a category mean of 3, descriptively
interpreted as compliant to a moderate extent. The result implies that participants
agreed that system functions met the specified tasks, requirements, and users’
objectives provide accurate output, protection from unauthorized access and the
processing time is reasonably fast. Commented [U12]: Check your Respondents
In your Repondents you select IT experts but in the results

and discussion you use users
check
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Table 6. IT Experts’ Acceptance Level of the Developed System in Terms of
Performance Efficiency
Indicators Mean Descriptive Equivalent
Time-Behavior 3 Compliant to a Moderate extent
Resource Utilization 3 Compliant to a Moderate extent
Capacity 3 Compliant to a Moderate extent
Performance Efficiency. The system got a category mean of 3, descriptively
interpreted as compliant to a moderate extent. The result implies that the system
attained specification from users, produces desired output with optimum time,
and processes required the least amount of hardware and perform greater useful
work transactions. Commented [U13]: Check your Respondents
Table 7. IT Experts’ Acceptance Level of the Developed System in Terms of In your Repondents you select IT experts but in the results
Compatibility
check
Co-Existence 2.67 Compliant to a Moderate extent
Interoperability 2.67 Compliant to a Moderate extent

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Category Mean 2.67 Compliant to a Moderate extent
Compatibility. The system got a category mean of 2.67, descriptively interpreted
as Compliant to a Moderate extent. The result implies the system is compatible
with different system configurations and specifications and compatible with
different operating systems. This also shows that compatibility of the developed
system as expected with the customer platform configuration is made. Commented [U14]: Check your Respondents

check
Usability
Co-Existence 2.67 Compliant to a Moderate extent
Interoperability 2.67 Compliant to a Moderate extent

Commented [U15]: Check your Respondents
Usability. The system got a category mean of 2.67, descriptively interpreted as
Compliant to a Moderate extent. The result implies that the system is user-
check
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centered, fit to use by different categories if end-user, easy to use and learn
attractive and responsive graphical user interface.
Reliability
Maturity 3 Compliant to a Moderate extent
Availability 3 Compliant to a Moderate extent
Fault Tolerance 2.67 Compliant to a Moderate extent
Recoverability 2.67 Compliant to a Moderate extent
Reliability. The system got a category mean of 2.84, descriptively interpreted as
Compliant to a Moderate extent. The result implies that the system failure-free
operation for a specified period in a specified environment. The system performs
its intended functions and operations in a system's environment, without

Commented [U16]: Check your Respondents
experiencing a system crash.

check
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Security
Confidentiality 2.33 Compliant to a Low extent
Integrity 2.67 Compliant to a Moderate extent
Non-Repudiation 2.67 Compliant to a Moderate extent
Accountability 2.67 Compliant to a Moderate extent
Authenticity 3 Compliant to a Moderate extent
Reliability. The system got a category mean of 2.67, descriptively interpreted as
Compliant to a Moderate extent. The result implies the system is protected with Commented [U17]: Check your Respondents
unauthorized access.
check
Maintainability
Modularity 3 Compliant to a Moderate extent

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Reusability 2.67 Compliant to a Moderate extent
Analyzability 3 Compliant to a Moderate extent
Modifiability 3 Compliant to a Moderate extent
Testability 3 Compliant to a Moderate extent
Maintainability. The system got a category mean of 2.93, descriptively interpreted
as Compliant to a Moderate extent. The result implies the system can be easily
customized, continues functioning if changes are made, the system can easily be
tested and deficiencies can be easily diagnosed from the system. Commented [U18]: Check your Respondents

check
Portability
Adaptability 3 Compliant to a Moderate extent
Installability 3 Compliant to a Moderate extent
Replaceability 3 Compliant to a Moderate extent

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Portability. The system got a category mean of 3, descriptively interpreted as
compliant to a Moderate extent. The result implies the system can be easily
customized, continues functioning if changes are made, the system can easily be
tested and deficiencies can be easily diagnosed from the system. The result
implies the system is easy to install, transferable from one computer to another
without much effort, can run on windows operating systems without explicit
requirements, and be easily integrated into another environment with consistent
functional correctness. Portability saves time for anyone involved in moving new
versions of the software across environments. Commented [U19]: Check your Respondents

check
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Table 13. Summary of IT Experts’ Acceptance Level of the Developed System in
Compliance with ISO 25010 Software Quality Standards.
ISO 25010 Software Indicators Mean Descriptive Rating
Functional Sustainability 3 Compliant to a Moderate extent
Performance Efficiency 3 Compliant to a Moderate extent
Compatibility 2.67 Compliant to a Moderate extent
Usability 2.67 Compliant to a Moderate extent
Reliability 2.84 Compliant to a Moderate extent
Security 2.67 Compliant to a Moderate extent

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Maintainability 2.93 Compliant to a Moderate extent
Portability 3 Compliant to a Moderate extent
GRAND MEAN 2.85 Compliant to a Moderate extent
This table shows the summary assessment of users on the acceptance level of
the developed system using ISO 25010 Software Quality Standards in terms of
Functionality Sustainability, Performance Efficiency, Compatibility, Usability,
Reliability, System Security, System Maintainability and System Portability. The
system got a grand mean of 2.85, descriptively interpreted as Compliant to a
Moderate extent. The result implies that the system is highly compliant with all of
the indicators of ISO 25010 Software Quality Standards thus accepted by the
users with high satisfaction. Commented [U20]: Check your Respondents
4. Enhancement can be made to improve the system.

With the basis of the findings of the study, the following are some of the
check
recommendations offered to our project to further improve the performance of our
system:
The researcher should include “referral report” in case problem cannot be
solved within barangay. A summary report should also be included as reference.
Also make a manual or Guideline, which discusses that the Barangay Secretary
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has the full access to the system. And last add features for the recording of case
investigation/ proceedings with uploading of attachment.
CHAPTER IV
SUMMARY, CONCLUSION, AND RECOMMENDATIONS
This chapter presents the summary of findings, conclusions, and
recommendations based on the results of the study.
A. Summary of Findings
1. Barangay Complaint system in the barangay is administered using the
traditional pen-paper approach. When you are going to complaint in the
barangay you will state your complaints manually and these might take
some time writing in the log-book. Also the barangay needs to spend
some time arrange all the file and record of complaints manually.
Barangay E-complaint Management System is a system that will be
developed to overcome the above statement problem. This study was

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developed to provide a computerized complaint system in the Barangay of
Centro East.
2. To address the identified features, the Barangay E-Complaint
Management System was developed. The developed system was build
using the latest web development tools for easier accessibility and
usability. Distinctive features of the system include digitization, recording
of files and also profile management.
3. The system got a grand mean of 2.85, descriptively interpreted as
Compliant to a moderate extent result from the evaluation of IT Experts
using ISO 25010 Software Quality Standards. All the eight (8) categories:
System Functionality, System Efficiency, System Usability, System
Reliability, System Portability, System Maintainability, System Security,
and System Compatibility got a Compliant to Moderate extent to
Compliant to High Extent.
B. Conclusions
Based on the findings, the developed system was significant to the
Barangay Centro East in terms of data recording. The system provided
paperless transactions, faster and better data collection. Different features
and functionality have met acceptable quality standards. Feedback from the
user has proved the system is usable and addresses the needs of the
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Barangay E-complaint Management System in terms of data recording or
management records. The researcher should also focus on the improvement
of the different criteria based on the ISO 25010 Software Quality Standards
that got lowest mean for the betterment of the system.
C. Recommendation
The researcher recommends the following for the improvement of the
currently developed systems:
1. The system is highly recommended for continuous development for
improvement, in order to increase its effectiveness. Commented [U21]: efficiency, effectiveness. Check the
categories in the criteria where the scores were very low
2. Include new features to further enhance its performance. Commented [U22]: What particular features?
Be specific
3. Implement the system in its designated area to test its functionality
and;
4. Apply generic design in order to cater more barangays.

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References
Boell, S.K., & Kecmanovic, D.C. (2015). What is an Information System? Hawaii
International Conference on System Sciences ResearchGate
Castillano, M., Pastore, N., & Arcieri, F. (2005). An e-Government Cooperative

Framework for Government Agencies. Proceedings of the 38th Hawaii
International Conference on System Sciences
Elmagarmid, A.K., & McIver, W.J. (2001). The ongoing march toward digital
government. Institute on Electrical and Electronics Engineers
Golden, W., Hughes, M., & Scott, M. (2003). Implementing E-Government in

Ireland: A Roadmap for Success. Journal of electronic Commerce in
Organizations
Hussein, R., Karim, N.S.A., Mohamed, N., & Ahlan, A.R (2007). The influence of
Organizational Factors on Information Systems Success in E-government
Agencies in Malaysia. The Electronic Journal on Information Systems in
Developing Countries
Lam, W. (2008). Information Systems Integration in E-Government. IGI Global
Lorenzo, L.C. (2015). Most Encountered Problems in the Barangay. Academia

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Martinez, K.C., Lalata, M.A., Agra, J.D., & Abogado, R.C. (n.d). Management
Information System in Barangay Calahan, Cardon Rizal. Renaissance
School of Science and Technology
PRESIDENTIAL DECREE No. 1508. ESTABLISHING A SYSTEM OF

AMICABLY SETTLING DISPUTES AT THE BARANGAY LEVEL
Republic Act 7160 The Local Government Code of 1991
Rojo, S.R. (2002). The Barangay Justice System in the Philippines: Is it an

Effective Alternative to Improve access to Justice For Disadvantaged
People? Dissertation for the MA in Governance and Development Institute
of Development Studies University of Sussex
Schware, R., & Deanne, A. (2003). Deploying e-government programs: the

strategic importance of “I” before “E”. ResearchGate
Stefan, I. (2006). The computerization of The Judicial System. Curentul Juredic
United Nations (n.d). Government Information Systems; A Guide to effective Use

of Information Technology in the Public Sector of Developing Countries
Vigo, M., & Saligan, M.M. (2004). Katarungang Pambarangay- A Handbook.

Philippines-Canada Local Government Support Program Commented [U23]: Follow APA format
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Appendices
APPENDIX A. EVALUATION TOOL
QUESTIONNAIRE
This questionnaire presents the ACCEPTABILITY of the proposed Barangay E-

Complaint Management System. Please tick the relevant boxes as honestly as
you can, this is a highly confidential. The contents of this questionnaire are
absolutely confidential and no other individual will able to see the data which you
will be given. The answers to these questionnaires will proceed immediately to
the project researcher (Rodalita C. Mando, Venturito B. Taguinod, Radley M. De
Asis, and Jessa Mae Laguerta) and to our project adviser (Mr. Winston G.
Domingo)
I. Personal Data
Name (Optional)._____________________________________
Please rate each of the items with the scale shown below:
5- Strongly Agree, 4-Agree, 3- Neither, 2- Disagree, 1- Strongly Disagree
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Criteria 1 2 3 4 5
FUNCTIONALITY
The system does what is appropriate (Adequacy)
The system has the available function required for

its execution (Adequacy)
The system does what was proposed correctly

(Adequacy)
The system is precise in executing its function

(Adequacy)
The system is precise in its result (Adequacy)
The system interacts with the specified modules

(Interoperability)
The system has capacity for multiuser processing

(Interoperability)
The system has capacity to operate with networks

(Interoperability)
The system has secure access through passwords

(Secure Access)
The system has internal backup routine (Secure

Access)
TOTAL
RELIABILITY
The system don’t have frequent failures (Maturity)

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The system reacts appropriately when failures

occur (Tolerance to failures)
SSThe system informs the user concerning invalid

data entry (Tolerance to failures)
The system is capable of recovering data in the

event of failure (Recoverability)
TOTAL
USABILITY
It is easy to understand the concept and application

(Intelligibility)
It is easy to perform its functions (Intelligibility)
It is easy learn how to use (Learnability)
The systems facilitates the users’ data entry

(Learnability)
The systems facilitates the users’ retrieval of data

(Learnability)
It is easy to operate and control (Operability)
The system provides help in clear manner

(Operability)
TOTAL
EFFICIENCY
The systems response time is appropriate (Time)
The system’s execution time is appropriate (Time)

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The resources used is appropriate (Resources)
TOTAL
MAINTAINABILITY
It is easy to find a failure when it occur

(Analyzability)
It is easy to modify and adapt (Modifiability)
There is no great risk when changes are made

(Stability)
Changes are easy to test (Testability)
TOTAL
PORTABIILITY
It is easy to adapt to other environment

(Adaptability)
It is easy to install in other environment (Capacity to

be installed)
It is easy to use to replace another program

(Capacity to be replace)
TOTAL
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Comments:
Recommendation:
____________________________________
Respondent’s Signature over Printed Name
APPENDIX B. User Guide/Manual
Step 1:
Log-in to the system using the
username and password.

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Step 2:
Fill-out the form for the Profile of the
Residents.
Step 3:
Right after you made the profile of the
resident, you can fill-out the complaint
record form.
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Step 4:
After the process of filing a complaint,
the Secretary will send a message for
the follow-up of the complaint.
Step 5:
Log-out into the system.

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Work Experiences
• Work Immersion
Human Resource Management Office at Local Government
Unit of City of Santiago
• On-The-Job Training
College of Information Technology and Engineering office at
CVCITC Centro East, City of Santiago.
Trainings and Webinars
• “Web Development using NuxtJS AND Vue.js”

MANDO, RODALITA C. College of Computing Studies, Information and
Communication Technology (CCSICT) Isabela State
University - Echague, Isabela - April 02, 2022
• “Flourishing the True Spirit of Genuine Leaders”
Address: Lower Magat Eco-Tourism Park, Diadi Nueva Vizcaya
Plaridel, City of Santiago, Isabela October 4-5, 2019
Birthdate: • “Breaking Boundaries Amidst Diversity: Reaching the
September 15, 1999
CVCITCians Goal”
Phone:
0909-664-0525 Mt. Atio-an Ramon Isabela
Email: September 25-26, 2018
[email protected] • ROADSHOW @ 9th: ROAD to Leading an Vibrant Country,
Show it through the Engineering Technology
Isabela State University, Echague Isabela
March 15, 2018
Skill Highlights
• Possesses Leadership Skills
• Computer Literate Education
• Ability to work independently
or as part of the group. Primary: Dubinan Elementary School
• Can work under pressure Dubinan, City of Santiago
• Willing to be trained for 2006 - 2012
improvement
Secondary: Cagayan Valley Computer and Information
Technology College Inc.
Language Centro East, City of Santiago
2016 - 2018
English Tertiary: Cagayan Valley Computer and Information
Filipino Technology College
Ybanag
Centro East, City of Santiago
2018-2022
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Objective Career
Technology Enthusiast; Well-versed in both computer and
Information technology. Both a team-player and a leader; can
accomplish tasks on time even under pressure, and eager to
work with a company that shares the same values.

College of Computing Studies, Information and
Communication Technology (CCSICT) Isabela State
TAGUINOD, VENTURITO B. University - Echague, Isabela - April 02, 2022
Lower Magat Eco-Tourism Park, Diadi Nueva Vizcaya
October 4-5, 2019
Address:
• “Breaking Boundaries Amidst Diversity: Reaching the
120 Panganiban St., City of Santiago,
Isabela CVCITCians Goal”
Birthdate: Mt. Atio-an Ramon Isabela
February 18, 1998 September 25-26, 2018
Phone: • ROADSHOW @ 9th: ROAD to Leading an Vibrant Country,
0995-177-5230 Show it through the Engineering Technology
Email: Isabela State University, Echague Isabela
[email protected]
March 15, 2018
Skill Highlights Education

• Computer Literate
Secondary: University of La Sallette
• Ability to work independently
or as part of the group. High School Diploma
• Can work under pressure Santiago City, Philippines
• Willing to be trained for May 2018
improvement Tertiary: Cagayan Valley Computer and Information
Technology College
Language June 2022
English
Filipino
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Work Experiences
• SERVICE CREW at Mcdonald MartOne, Mabini Santiago City

• SERVICE CREW at Mang Inasal, Victory Norte Sabtiago City
• ASSISTANT SECRETARY at R&M Paint Center, Villasis
Santiago City
• Graphic Artist at Ara G Captures Robinson’s Mabini, Santiago
City
• Graphic Artist at Best Picture Malvar, Santiago City
• Cashier at Red Ribbon Victory, Santiago City
LAGUERTA, JESSA MAE Trainings and Webinars

• On-the-Job Training at San Andres, Santiago City
• Anti-Drugs Seminar at Sistech College Santiago City
Address: • On-the-Job training at Cagayan Valley Computer and
Malvar, City of Santiago, Isabela Information Technology College Inc.
Birthdate:
November 15, 1997
Phone:
Education
0998-277-2443
Email:
Primary: Mary Child Academy
[email protected]
Lawa, Meycauayan Bulacan
2004 - 2010
Secondary: Infant Jesus Montessori School
Malvar, Santiago City
2013-2014
Skill Highlights Sistech College
Villasis Santiago City
• Computer Literate: (MS Word,
MS Excel, MS PowerPoint) 2014-2016
• Adobe Photoshop Tertiary: Cagayan Valley Computer and Information
• Great Communication Skill Technology College
2019-2022
Language
English
Filipino
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Work Experiences
• Engineering Office – Work Immersion at LGU Santiago City

October – December 2016
• On-the-Job Training at PSCC LGU Santiago City
February- April 2022

College of Computing Studies, Information and
DE ASIS, RADLEY M. Communication Technology (CCSICT) Isabela State
University - Echague, Isabela - April 02, 2022
Lower Magat Eco-Tourism Park, Diadi Nueva Vizcaya
Address:
Purok 5, Villa Gonzaga City of October 4-5, 2019
Santiago, Isabela • “Breaking Boundaries Amidst Diversity: Reaching the
Birthdate: CVCITCians Goal”
June 21, 1999 Mt. Atio-an Ramon Isabela
Phone: September 25-26, 2018
0946-111-9295
• ROADSHOW @ 9th: ROAD to Leading an Vibrant Country,
Email:
[email protected] Show it through the Engineering Technology
Isabela State University, Echague Isabela
March 15, 2018
Skill Highlights Education

• Computer Literate: (MS Word, Primary: Villa Gonzaga Elementary School
MS Excel, MS PowerPoint)
Villa Gonzaga, Santiago City
• Electrical Servicing Skills
• Ability to work under pressure
2011 - 2012
• Good communication skills Secondary: Patria Sable Corpus College
• Good written and Verbal skill Calao East, Santiago City
2017-2018
Tertiary: Cagayan Valley Computer and Information
Language Technology College
English 2019-2022
Filipino
Iloco
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APPENDIX D. Source Code
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CVCITC

Cagayan Valley Computer

Barangay E-complaint and Management System

Faculty of the College of Information Technology and Engineering

Cagayan Valley Computer and Information Technology College, Inc.

of the Requirements for the Degree

Bachelor of Science in Information Technology

of the barangays in the City of Santiago, Province of Isabela. It has 905

population as determined by the 2020 Census.

work done by hand. According to Lorenzo (2015), one of the problems of

barangay officials for providing timely response to constituents is the lack of

facilities, materials and resources, consequently, the performance of the

barangay officials is adversely affected by this inadequacy of non-human

process by assuring the standardization of the procedures on the level of the

entire system, their unification, as well as by including some indicators for

and efficient processes for the people.

Computerization is a control system that manages processes in the

the Barangay E-Complaint System needs to adopt to the advancement of

technology. Information System involves a variety of information technologies

such as computers, softwares, communication systems, the internet, mobile

actors in different organizational or social context of general context to the field of

Information system are all aspects of the development, deployment

implementation, use and impact of it in organizations and society (Boell &

With this, Barangay E-Complaint Management System is propose. An E-

that they can serve their residents more easily.

II. Review of Related Literature and Related Studies

and central GA’s, is fundamental in a plan focusing on the improvement of the

quality of services through new technologies. Government Information Systems

replacement is cost-prohibitive. To achieve this goal, government have started

projects foro the development of interoperability frameworks (Castilliano, Pastore

& Arcieri, 2005) Inexpensive and powerful microcomputers, telecommunications

technologies, and information systems have become an essential element of the

development process of developing countries. Information systems for

governance and public administration, as one of the most important aspects of

computer applications in developing countries, have been a high priority concern

in almost all developing countries. Governance and public administration cannot

be productive, effective and efficient without the support of modern information

technology. The use of information technology has been an absolute requirement

for public administration and management development. The governance and

Public Administration and Development Management of UN/DDSMS has been

continuously and increasingly under pressure from developing countries to

Through e-government, an increasing number of nations are making major

commitments to modernize and reform government in an effort to achieve greater

efficiency, broaden access to government services and improve service levels.

Technology is seen as a key enabler for e-government (Elmagarmid & McIver,

2001). Ultimately, e-government seeks to centralize and make a cohesive and

seamless set of government services available to end-users. Hence, the

integration of information systems (IS), both within and between different

government departments, will become a critical issue as ee-government matures

(Golden, Hughes, & Scott, 2003). As e-government matures, information systems

seamless online services (Lam,2008)

Acording to Schware & Deane (2003) in the study “Deploying e-

government programs: the strategic importance of “I” before “E”, many

developing countries are in the initial phases of adopting electronic government

(e-government) programs to improve public services and deliver them as

efficiently and conveniently as possible. Their experience with a variety of

governments throughout the developing world at different stages of implementing

e-government programs with citizens (G2C), businesses (G2B), and other

or failure of e-government projects is the extent to which, first, the governments

address technological infrastructure encouraged by appropriate

telecommunciations policies; and second, the legal and regulatory instruments

required for e-government. Information and communication technology (ICT)

infrastructure (the “I”) development is at the heart of successful deployment and