International Journal of Electronic Government Research

Volume 18 • Issue 1

E-Barangay:
A Framework for a Web-Based System for
Local Communities and Its Usability
Rex Perez Bringula, University of the East, Philippines*
https://orcid.org/0000-0002-1789-9601

Mark Anthony D. Vale, University of the East, Philippines

Jenard A. Napolis, University of the East, Philippines
Franklin Pillos Oliva, University of the East, Philippines
Daniel Joseph T. De La Serna, University of the East, Philippines

ABSTRACT

Despite the importance of community-level e-governance, prior e-government frameworks focused on

the municipal or national levels. The implementation of appropriate community-based e-governance
cannot be ascertained because of the absence of a community-level e-government framework.
To address this gap, this mixed-method study devised a framework for community-based online
services software called the e-barangay framework. A web-based system was developed based on
this framework. The usability of the system was also evaluated. Thematic analysis on the transcript
of interviews with three local officials showed that filing complaints, requesting documents, sending
suggestions, and posting announcements were the core elements of the e-barangay framework. Both the
objective and subjective measures of usability showed favorable results. Spearman Rank correlation
confirmed that the design-related factors were related to the frequency of use of the e-barangay.
It is concluded that the software satisfied the needs of the stakeholders. Theoretical and practical
implications are discussed.

Keywords
Community, E-Government, Governance, Services

1. INTRODUCTION

Different scholars have proposed e-government frameworks at the national level (Georgiadis &
Stiakakis 2010; Nguyen et al., 2014), city (Paskaleva, 2008), and municipal levels (Lee-Geiller &
Lee, 2019). However, despite the relevance of community-level services (Barbosa, Pozzebon, &
Diniz, 2013), a framework for e-government public services at the barangay level is still unavailable.
There are no frameworks that can guide e-government researchers to develop systems relevant at the
community level. Without such a framework, community-based systems may not directly address

DOI: 10.4018/IJEGR.288071 *Corresponding Author


Copyright © 2022, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited.


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the needs of the residents. Furthermore, these community-based systems may not be consistent or
aligned to the mandate of the barangay and to the policies and programs of the country.
To address this gap, this study was conceived. The aim of the study is twofold. First, it developed
a framework for the community called e-barangay. The e-barangay framework could serve as a basis in
the development of a system pertinent to the needs of the local community. Second, a web-based system
was developed based on this framework. Subsequently, its usability was determined. Specifically, the
study aims to (1) discuss the development of a framework at the barangay level that could serve as
a basis for the development of a web-based system called e-barangay, (2) determine the perceptions
of the residents towards the design-related factors of e-barangay in terms of performance, reliability,
responsiveness, aesthetics, information quality, and ease of use, (3) determine the subjective measures
(frequency of use, satisfaction of use, intention to revisit the website, and overall user experience)
and objective measures (task duration, task accuracy, and completion) of usability, and (4) determine
if there is a significant relationship between design-related factors and the subjective measures of
usability. It is hypothesized that there is no significant relationship between design-related factors
and subjective measures of usability.
The remainder of this paper is structured as follows. The next section is Literature Review, which
is divided into three sub-sections. The Methodology part, which is composed of the Qualitative and
Quantitative sections, discussed how the data were collected and analyzed. The findings were then
presented in the Results section and immediately followed by the Discussion section. Theoretical
and Practical Implications were then offered in the light of the research findings. Limitations and
future research directions were then discussed. The Conclusion section is the last part of the paper.

2. LITERATURE REVIEW

2.1 E-Government Framework

Paskaleva (2008) proposed a city e-readiness in Europe that entails an understanding of city
e-governance, e-government, and e-democracy. Each component of e-readiness contains different
systems (e.g., e-discussion, e-forums, e-surveys, etc.) that could empower residents in a city. Balahadia
et al. (2017) implemented this framework. Georgiadis and Stiakakis (2010) provided a list of
e-government services for citizens and businesses. The list included 12 services for the citizens and
8 for businesses, such as income taxes, job search, social security benefits, personal documents, car
registration, building permission, a declaration to the police, public libraries, certificates, enrolment
to higher education, an announcement of moving, and health-related activities.
Nguyen et al. (2014) proposed a framework that indicates the relationship between the government,
stakeholders, and Big Data and Electronic Records Management (ERM). The main purpose of the
framework was to collect and generate information which is considered as a key building block
of good governance. In another study, Lee-Geiller and Lee (2019) investigated the relevance of
municipal e-government practices relative to the needs of its citizens. Through a mixed-method
approach, the study showed that municipal e-government practices were highly developed in basic
online services (e.g., information publication) but less developed in terms of citizen engagement. The
study recommended that local and national websites could provide functionality where its citizens
can file complaints or send comments.
The frameworks above provided a high level of abstraction that is applicable at the national or
municipal levels. Thus, a detailed, fine-grained e-government framework relevant to the services
offered by the barangay is needed.

2.2 E-Government Website Design-Related Factors

The study of Weerakkody et al. (2014) conducted a meta-analysis on the factors affecting user
satisfaction of e-government services. The analysis of the 147 papers published from 2002 to 2012

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revealed that ease of use and satisfaction were two of the most frequently used variables. In Humphrey
and Mayoka (2016), a framework for the usability of e-government services in developing countries was
proposed. Design-related factors (e.g., functionality), system usability indicators (e.g., satisfaction),
and cost were the proposed factors of usability of e-government services.
In another study, Verkijika and De Wet (2018) assessed the usability of 217 e-government
websites in Sub-Sarahan Africa. The e-government websites were assessed using online services
and other factors (e.g., navigation). Online services are concerned with the value of information on
the website and the ability of the users to complete a required task. They found that none of the 217
websites adhered to Web Content Accessibility Guidelines. In a recent similar study, Akgül (2019)
evaluated the accessibility, usability, quality, and readability of 77 state and 247 local e-government
websites. Overall design standards, compliance to conventions, navigation standards, findability,
and readability were shown as the components of usability. The overall usability of the websites was
shown to be poorly designed and seen as not performing well.
The aesthetic aspect of a website is a factor related to the usability (Bringula, 2016). Design
uniformity, appropriate graphics, organized patterns, suitable color combinations, and desirable font
sizes are the aesthetics qualities of a website (Wells, Valacich, & Hess, 2011). In a related study,
Pribeanu et al. (2010) evaluated four municipal websites and found that about 27% of these websites
are problematic in terms of aesthetics component.

2.3 Usability
Several studies identified the components of usability. One component is the performance, which
refers to the overall user preference rating considering the loading speed of a webpage (Schmidt et
al., 2009). Another component is reliability, which is the feeling that a product is dependable or fit to
be trusted (Baharuddin et al., 2013). Ho and Lee (2007) advocated the use of responsiveness (i.e., the
ability of the system or device to respond promptly to the actions invoked by users) as a component of
usability. In another study, Puthur, Mahadevan, and George (2015) disclosed that perceived usefulness
and perceived ease of use under the conditions of website and information qualities enhanced the
satisfaction and intention to re-use the system.
User experience is another variable investigated in the context of e-government. It refers to
the subjective measure of experience of individuals during or after using a product (Hassenzahl
& Tractinsky, 2006). Basri et al. (2019) evaluated the user experience on the use of Malaysian
e-government websites. Using validated questionnaires, it was shown that aesthetics was positively
correlated to user experience.
Usability and design factors are generally measured through subjective and objective measures to
determine the whole picture of the usability of the system (Hornbæk, 2006). The subjective measures
involve self-report rating of the frequency of use (Bringula, 2016), satisfaction of use (Weerakkody et
al., 2014), and intention to re-use the website (Puthur et al., 2015). Prior study showed that users may
find the system satisfies the needs of the users but the system is not frequently used (Bringula, 2016).
Different studies adopted subjective measures of usability. Weerakkody et al. (2014) reviewed
the literature that influenced the satisfaction of e-government services. It listed twelve statistical
(e.g., regression analysis) and non-statistical analyses (e.g., content analysis) of 147 papers published
from 2002 to 2012. A survey form that can be answered using a Likert-type scale was utilized to
measure usability and the factors that influenced it (Gulati & Dubey, 2012; Humphrey & Mayoka,
2016; Basri et al., 2019).
On the other hand, objective measures are the direct measures of the outcomes when completing
tasks. There are 19 indicators of objective measures. Some of these measures include task duration,
task accuracy, and completeness (Filippi & Barattin, 2012). To date, very little attention was allotted
to the usability of e-government websites that employed objective measures. Both subjective and
objective measures were employed in this study.

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3. METHODOLOGY

3.1 Qualitative Approach

This mixed-methods study determined the framework for and the usability of e-barangay (Humphrey
& Mayoka, 2016). This study was conducted in a community in Quezon City, Philippines. Series of
separate interviews with the secretary, lupon, and tanod was conducted to formulate the framework for
an e-barangay. The informants are all male with an average age of 35 years old. Both the secretary and
lupon have been in public service for four years while the tanod has been in the job for one month. One
interview session was conducted for each informant on a separate occasion. Each interview session
lasted for an average of 30 minutes. The interview sessions were conducted within two weeks period.
The researchers used an open-ended questionnaire with questions “What is the role of the
barangay?”, “What is the current processes to inform the residents for the upcoming programs,
projects, or events of the barangay?”, “What are the services of a barangay has to offer?”, “What
is the current system of the barangay needed to process these services?”, “What is the process and
documents needed in filing complaints?”, “Where do you record or store paper records of complaints,
requested documents, and suggestions?”, and “What are your thoughts on improving or upgrading the
current system?”. The responses of the informants were recorded and transcribed in a word processor.
The responses were analyzed to form the themes (i.e., the core functionalities of e-barangay). The
themes were formed through the grounded theory approach (i.e., open, axial, and selective coding,
and the constant comparative methods) (Corbin & Strauss, 1990; Williams & Moser, 2019).
The themes were labeled based on the mandate of the barangay, i.e., to serve as the primary
“planning and implementing unit of government policies, plans, programs, projects, and activities
in the community, and as a forum wherein the collective views of the people may be expressed,
crystallized and considered, and where disputes may be amicably settled” (Republic Act 7160, 1991,
p. 1). Based on this mandate, the researchers agreed on the following categories: complaint, request
document, suggestion, and announcement. The research team deliberated whether they agree (or
disagree) with the themes. In case of disagreement, the deliberation process was repeated until a
consensus was reached. The general and proposed framework for the barangay services were proposed
through these procedures.

3.2 Quantitative Approach

The subjective measures of usability entailed the participation of 30 residents of the barangay
(Hornbæk, 2006). This sample size is enough to find 97 to 99% of the usability issues of the system
(Faulkner, 2003). Most of the respondents are male (n = 20, 67%). All age groups (below 19 to
above 60 years old) were represented but mostly belonged to the 20-29 age group (n = 10, 33%). The
majority of the respondents have been residing in the barangay for at least 15 years (n = 21, 70%).
They reported that they have access to the Internet (n = 29, 97%) through their devices or from a
local computer shop (n = 28, 93%). The respondents used the system for one month. Afterward, they
evaluated the system using a content-validated, researchers-made survey form.
The design-related factors of e-barangay consisted of the performance of the software (Schmidt
et al., 2009), reliability (Baharuddin et al., 2013), responsiveness (Ho & Lee, 2007), aesthetics
(Pribeanu et al., 2010), information quality (Verkijika & De Wet, 2018; Weerakkody et al., 2014),
and ease of use (Weerakkody et al., 2014). Meanwhile, the usability of the system was measured in
terms of satisfaction (Weerakkody et al., 2014), intention to re-use (Puthur et al., 2015), frequency of
use (Bringula, 2016), and overall user experience (Hassenzahl & Tractinsky, 2006). These variables
were measured through subjective measures using a survey form (Gulati & Dubey, 2012). These
variables were selected because they were deemed applicable to the e-barangay. The definitions of
these variables were adopted to construct the items of the survey form (Table 1).
Two faculty members with research experience in usability studies and one industry practitioner
with a specialization in web design validated the survey form (Bolarinwa, 2015). The questionnaire

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Table 1. Validity and reliability of the survey form

Design-Related Factors No. of items Range of Factor loading Cronbach’s alpha

Performance 3 0.96 to 0.97 0.960
Reliability 5 0.90 to 0.98 0.961
Responsiveness 4 0.92 to 0.95 0.955
Aesthetics 6 0.87 to 0.94 0.958
Information Quality 3 0.92 to 0.93 0.919
Usability Factors
Satisfaction 4 0.92 to 0.93 0.941
Intention to Re-use 2 0.98 0.965

was then pilot-tested on 50 residents who are not part of the study. The validity and reliability of the
questionnaire were determined through factor and Cronbach’s alpha analyses (Bringula, 2016). All
items are valid (factor loadings ≥ 0.50) and reliable (α ≥ 0.70) (Table 1) (Dancey & Reidy, 2007).
The survey form had two parts. The first part contains questions about the usability of the system.
The usability of the system was measured in terms of frequency of use, the satisfaction of use (e.g., “It
saves time when looking for specific information.”), intention to re-use (e.g., “I am looking forward
to using the system again.”), and overall experience (Table 1). The second part of the questionnaire
sought the perceptions of the respondents on the design-related factors of the software in terms of
performance (e.g., “The software is operating smoothly.”), reliability (e.g., “The information in the
system is correct.”), responsiveness (e.g., “The software can provide the information I needed.”),
aesthetics (e.g., “The overall design is appealing and consistent.”), information quality (e.g., “The
information provided by the software is up-to-date.”), and ease of use. Ease of Use and Overall User
Experience contained a single question “How do you rate the ease of use of the system?” and “How
do you rate the system overall?”, respectively.
A 5-point Likert scale was used to evaluate the system (Gulati & Dubey, 2012). The scale, mean
ranges, and verbal interpretation are given in Table 2. The objective measures were determined
through the completion time of tasks, issues found (task accuracy), and successful completion of the
tasks (completeness) (Table 4; Filippi & Barattin, 2012). The chairman, two staff, a tanod, and six
residents served as participants for the objective measures of usability.
The participants were given five minutes to complete each task. The experiment was conducted
at the barangay hall using a laptop with a mobile Internet connection. One of the researchers gave the

Table 2. Five-point likert scale, mean ranges, and verbal interpretation

Verbal Interpretation
Mean Ease of Use/ Performance/Reliability/ Aesthetics/Satisfaction/
Scale
Range Overall User Responsiveness/ Intention to Re-use/
Experience Frequency of Use Information Quality
1 1.00 – 1.50 Very bad Never Strongly disagree
2 1.51 – 2.50 Bad Rarely Disagree
3 2.51 – 3.50 Average Sometimes Moderately agree
4 3.51 – 4.50 Good Most of the time Agree
5 4.51 – 5.00 Very good Always Strongly agree

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tasks to the participants while another researcher served as the observer. The observer recorded the
length of time the participants spent and whether the tasks were completed or not. The participants
were also asked if they found issues when completing the tasks. Data gathering lasted for one week.

4. RESULTS

4.1 RQ1: Framework of E-Barangay

The thematic analysis identified the existing framework of the services of the barangay (Figure 1) and
the development of the e-barangay framework (Figure 2). Handling complaints are part of maintaining
peace and order in the barangay. A resident personally visits the barangay hall and seeks the assistance
of a tanod in filing a complaint. Money-related complaints were the usual cases filed in the barangay.
The tanod informant said: “Maintaining peace and order in the barangay is a 24-hour community
service. We respond to local security threats. We write all complaints and incidents in a logbook
that serves as the blotter.” The secretary further commented that the barangay provides basic health
services since the community had to respond to the immediate health concerns of its constituents.
Four documents can be requested from or filed at the barangay office. Residents may request
certificates of indigency or proof of residency. They may also file for a barangay identification
or a business permit. These documents are very important because they are duly acknowledged
government-issued documents. As can be seen from Figure 1, the process of document application
is straightforward, i.e., a resident simply proceeds to the barangay hall. The application process is
also easy since it will only take about half a day to process the documents. The data in the application
forms are encoded in a computer. Then, a computer printout of the requested document is issued to
the resident.
A concerned resident may send recommendations by filling out a suggestion form at the
barangay hall. This process is inconvenient for the residents. Lastly, the barangay has a health center
that serves the basic health needs of the residents. This study did not include the medical records
of the barangay since it can stand as a separate system. These processes generate data that could be
used to develop policies and programs relevant to the needs of the residents. The barangay secretary
commented that a computerized system is needed to improve the services of public officials. Based
on the interview results, a framework for e-barangay is proposed (Figure 2 and Figure 3). Filing
complaints, requesting documents, sending suggestions, and posting announcements are the core
functionalities of the e-barangay (Figure 4). The functionality of filing a complaint is similar to the
study of Lee-Geiller and Lee (2019).

Figure 1. General framework of the barangay services

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Figure 2. The proposed e-barangay framework supporting the services of the community

Figure 3. Framework for filing a complaint

Figure 4. Sample module of e-barangay (the name is fictional)

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4.2 RQ2: Design-Related Factors and Rq3: Usability of E-Barangay

Table 3 shows the results of the subjective measures of usability of e-barangay. Ease of use had the
highest mean rating with a “very good” verbal rating. The software is performing its functions most
of the time. The respondents perceived that the software is reliable (i.e., available anytime) and
responsive (i.e., no broken links). Respondents found the design of the software visually appealing.
They strongly agreed that they will use again the software. The software satisfied the needs of the
respondents. Overall, the respondents provided a very good rating of the software. Despite the high
ratings of the software, the respondents only used the software on an occasional basis. This is consistent
with the finding of Bringula (2016).
The chairman and the staff had the same average completion time on each task (Table 4). Thus,
the chairman may delegate some of the tasks to his/her staff since the latter can perform the same
task with ease. The task of adding a new user to the system is the most time-consuming task for the
chairman because it requires manual validation. A Tanod only requires 6 seconds to complete each
task. The residents had an average completion time of 11.1 seconds. They took longer to complete the
tasks because filling up forms require more time to accomplish. It is worth noting that all participants
took at least 10 seconds to view an announcement. Nonetheless, there were no issues found in the
software while completing the tasks and all tasks were completed. The results in time completion
suggest that each task can be accomplished quickly.

4.3 RQ4: Relationship Between Design-Related Factors and

Subjective Measures of Usability of E-Barangay
Table 5 shows the results of the Spearman Rank Correlation analysis. The correlation result shows that
frequency of use had a significant and positive correlation to all design-related factors. Information
Quality had a significant and positive correlation with frequency, satisfaction, and intention to re-use.
Only responsiveness was related to the overall user experience. All significant correlation coefficients
are between 0.36 and 0.67, which are considered “moderate correlations” (Schober, Boer, & Schwarte,
2018). As a result, the null hypothesis was partially rejected.
There is a pattern in the relationship between design-related factors and subjective measures of
usability. All design-related factors were associated with one usability indicator. Meanwhile, overall
user experience was only related to only one design factor. Of all design-related factors, information

Table 3. Design-related factors and subjective measures of usability

Factors Mean s.d. Verbal Interpretation

Design-related factors
• Performance 4.26 0.78 Most of the time
• Reliability 4.29 0.74 Most of the time
• Responsiveness 4.45 0.68 Most of the time
• Aesthetics 4.27 0.63 Agree
• Information Quality 4.38 0.62 Agree
• Ease of Use 4.67 0.55 Very good
Usability Subjective Measures
• Satisfaction 4.58 0.57 Strongly agree
• Intention to Re-use 4.52 0.62 Strongly agree
• Frequency of use 2.73 0.96 Sometimes
• Overall user experience 4.83 0.38 Very good

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Table 4. Objective measures of usability in terms of task duration (in seconds)

Tasks Chairman Tanod Staff Residents

Login 2 3 1.5 2.8
View announcement 10 15 17.5 13
Download files 13 - 14.5 -
Send notification 8 3 5 -
Post announcement 5 3 3 -
Add user 20 - 7.5 -
View admin page 2 - - -
Edit profile 10 10 12.5 22
Logout 2 3 2.5 4
Receive complaints - 5 - -
Fill-in Online Forms - - - 19
View notification - - - 6
Mean 8 6 8 11.1
s.d. 6.1 4.7 6.1 8.1

Table 5. Spearman rank correlation between design-related factors and subjective measures of usability of e-barangay (n = 30)

Subjective Measures of Usability

Design-Related Factors Overall User
Frequency Satisfaction Intention
Experience
r = 0.592; r = 0.041; r = -0.118; r = 0.157;
Performance
p = 0.001 p = 0.831 p = 0.535 p = 0.408
r = 0.538; r = -0.008; r = 0.001; r = 0.188;
Reliability
p = 0.002 p = 0.966 p = 0.997 p = 0.319
r = 0.455; r = 0.007; r = -0.089; r = 0.408;
Responsiveness
p = 0.012 p = 0.972 p = 0.641 p = 0.025
r = 0.452; r = 0.647; r = 0.516; r = 0.351;
Information Quality
p = 0.012 p = 0.000 p = 0.003 p = 0.057
r = 0.471; r = 0.281; r = 0.273; r = 0.078;
Aesthetics
p = 0.009 p = 0.132 p = 0.145 p = 0.681

quality was consistently associated with subjective measures of usability. Furthermore, the strongest
relationship was between information quality and satisfaction.

5. DISCUSSION

This study attempted to develop an e-government framework for the barangay. The developed
framework was then utilized to develop a web-based system called e-barangay. Subjective and
objective measures were then employed to determine the usability of the e-barangay. The framework of
e-barangay is consistent with the mandate of the barangay. E-government researchers in the Philippines
may utilize the e-barangay framework for system development and evaluation.

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The design of the software was deemed acceptable. The software performs its intended functions
and all of its modules or links are seen as complete and working properly. The design of the software
is visually appealing and respondents can easily navigate within the system. The information and
services the e-barangay offers are comprehensive. The task of each user can be accomplished with ease.
None of the testers reported errors in the system. All tasks were completed successfully and quickly.
The subjective and objective measures confirm that the e-barangay is built based on the
e-barangay framework and its functionalities are consistent with the needs of the residents. Therefore,
the e-barangay framework can be a helpful guide for the development of community-based systems
in the Philippines. However, the system is not used frequently despite the positive mean results
on satisfaction, intention to re-use, and overall user experience. The favorable results on the three
usability indicators could not be translated to the frequent use of the system. These findings agree
with the study of Bringula (2016).

6. THEORETICAL IMPLICATIONS

The results of this study offer theoretical implications on community-level e-government usability
studies. The results imply that there is no single indicator that could fully reflect the subjective
usability of an e-barangay system (Hornbæk, 2006). A single usability indicator is not sufficient
to describe e-government usability. Therefore, the use of multiple usability indicators is needed to
fully understand e-government systems. The results of this study agree with reviewed studies (e.g.,
Bringula, 2016; Wells et al., 2011) that design-related factors do relate to the frequency of use. It
also extends the findings of prior works (e.g., Schmidt et al., 2009; Wells et al., 2011) by showing
that design-related factors could be associated with different indicators of usability. For instance,
information quality and responsiveness were related to the different usability indicators.

7. PRACTICAL IMPLICATIONS

The results of this study reveal three practical implications. The first practical implication is the usage
of the developed framework in the subsequent development of the e-barangay-related systems. The
framework could be adopted in other barangays since it was developed based on the legal mandate
of the community. Other researchers may add some features to the e-barangay software but its main
functionalities will remain the same. In other words, the framework provides future e-barangay
developers minimum design considerations for e-barangay systems.
The second implication of the study is the implementation of the design-related factors in
the development of e-barangay systems. All design factors could be considered to ensure frequent
use of the e-barangay systems. Lastly, the community could benefit from this research. With the
implementation of the system, basic public services could be delivered seamlessly. Local officials
may perform their sworn duties (e.g., fast information dissemination) and the residents may partake
as concerned citizens (e.g., sending valid complaints) through the software.

8. LIMITATIONS AND FUTURE RESEARCH RECOMMENDATIONS

The e-barangay system was only implemented in one barangay. It is recommended that other
communities utilized the software. Future research may include other factors (e.g., navigation,
readability; Akgül, 2019) that are not included in this study. An e-government system for community-
level health services can be initiated. International researchers are encouraged to follow suit in
developing frameworks appropriate to the smallest administrative division of the government of their
countries. Lastly, it is suggested that other forms of objective and subjective measures of usability
be employed in future e-government usability investigations.

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9. CONCLUSION

This study proposed a framework for the development of public services at the barangay level. Based
on this framework, an online system called e-barangay was developed. The usability of e-barangay
was evaluated in terms of subjective and objective measures. The framework suggests that any
system intended to be developed at the barangay level must have the capabilities of processing
complaints, receiving a request of documents, sending suggestions, and disseminating notifications/
announcements. The software received favorable ratings from the residents in terms of its subjective
measures. Furthermore, the objective measures show that all tasks can be completed conveniently and
flawlessly. Hence, the software met the needs of the users and its core functionalities could support
the services of other communities. Finally, multiple indicators are needed to fully understand the
nuances of usability of community-level systems.

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