External Stakeholders' Satisfaction Survey at DPWH Aklan Drives Evidence-Based Public Infrastructure Policy Reforms

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FORMOSA NEWS

KALIBO – External stakeholder satisfaction serves as a fundamental benchmark for measuring bureaucratic efficiency and frontline public service delivery in infrastructure development. A 2026 scientific study conducted by Ma. Beth Julievern T. Revesencio and Wilfredo J. Nicolas from Aklan State University evaluated the satisfaction levels of external stakeholders transacting at the Department of Public Works and Highways (DPWH) Aklan District Engineering Office in the Philippines. This research provides critical empirical evidence to guide public policy reforms aimed at enhancing agency transparency, operational responsiveness, and institutional accountability.

Government agencies face increasing pressure to deliver customer-focused public services under modern governance frameworks such as the Anti-Red Tape Act and public sector transparency mandates. As the principal engineering arm of the government, DPWH Aklan is tasked with providing safe, reliable, and resilient public infrastructure. Key organizational determinants including communication efficiency, team leadership, technical competence, environmental conditions, and administrative procedures directly shape stakeholder perceptions of overall service quality.

To thoroughly examine stakeholder experiences, the researchers utilized a mixed-methods explanatory design combining quantitative surveys and qualitative interviews. Quantitative data were gathered using an adapted customer satisfaction questionnaire distributed to 60 external stakeholders selected through purposive sampling. The participant group encompassed representatives from national government agencies, local government units, private contractors, and the general public. Statistical analyses were supplemented by qualitative interview insights to identify operational strengths and service gaps.

The research findings reveal that external stakeholders are generally satisfied with the overall services of DPWH Aklan, with the highest satisfaction scores recorded in team performance, highlighting strong leadership, effective collaboration, and staff competence. However, the study identified critical service deficits in communication channels, public Citizens' Charter updates, digital information systems, and technical capacity. Contractors and local government representatives emphasized the need for streamlined administrative workflows and improved inter-agency coordination to prevent infrastructure project delays.

These findings carry significant policy implications for public administration, construction businesses, and community welfare. The study demonstrates that external stakeholder engagement is essential for fostering collaborative governance and sustainable service delivery. Based on empirical evidence, the authors proposed targeted policy recommendations including updating public service charters, enhancing digital governance and cybersecurity infrastructure, expanding employee training in customer service and ethics, and embedding regular stakeholder consultations into strategic infrastructure planning.

Implementing these evidence-based policy enhancements facilitates the smooth devolution of infrastructure responsibilities to local government units while strengthening public trust and institutional credibility.

This study was conducted by Ma. Beth Julievern T. Revesencio and Wilfredo J. Nicolas from Aklan State University.

Author Profile: Ma. Beth Julievern T. Revesencio, Wilfredo J. Nicolas (Aklan State University)

Research Source: 

Article Title: External Stakeholders' Satisfaction of the Department of Public Works and Highways Aklan: Basis for Policy Recommendation 

Journal: East Asian Journal of Multidisciplinary Research (EAJMR), Vol. 5, No. 9, 2026, pp. 3639-3652 

DOI: https://doi.org/10.55927/eajmr.v5i9.293 

Journal Link: https://journaleajmr.my.id/index.php/eajmr