Service Delivery and Challenges Encountered by the City Social Services Department, Manila, Philippines
DOI:
https://doi.org/10.69569/jip.2025.492Keywords:
Service delivery, Challenges, Effectiveness, Social welfare, ImprovementsAbstract
This study evaluates the efficiency of service delivery and the obstacles faced by the City Social Services Department (CSSD) in the provision of critical social assistance services, such as burial, medical, educational, transportation, and nutritional support. Using a descriptive-correlational study methodology, questionnaires, interviews, and document analysis were employed to gather data on recipients' perceptions of the services they receive and the challenges they face in accessing them. The data indicate that most respondents were women aged 41 to 50, unemployed, and having completed elementary school. Respondents consistently said that MDSW services were "Always Effective." Educational assistance received the highest weighted mean (3.59), closely followed by food, burial, transportation, and medical assistance, despite some socio-demographic issues. It means that people generally appreciate the agency’s dedication to its mission. However, the people who answered also pointed out some big problems. It is vital to point out that the unfriendliness of staff (mean = 3.36), the lack of systematic procedures (3.32), and the limited availability of services (3.30) were all regarded as "Very Much a Problem." These worries indicate that the quality of service and access are deteriorating.
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