System Efficiency, Challenges, and User Satisfaction of the Environmental Management Bureau-MIMAROPA Online Permits Application in San Jose, Occidental Mindoro

Abstract

Utilizing descriptive research, this study assessed the system efficiency, challenges, and user satisfaction of the Online Permits Application System of the Environmental Management Bureau (EMB) MIMAROPA under the Department of Environment and Natural Resources (DENR) in San Jose, Occidental Mindoro. The randomly chosen 180 business owners, pollution control officers, environmental consultants, private citizens, and local government personnel who applied for permits online and had used the system served as the respondents. Data was collected using a structured survey questionnaire. The respondents confirmed the very high efficiency (mean=4.56) and very high user satisfaction (mean=4.58) of the online application system. They likewise reported the slightly serious challenges (mean=1.67) encountered in its use. Correlation analysis revealed the negative relationship between system efficiency and challenges (r=-0.443), and between challenges and user satisfaction (r=-0.282) which emphasized that the optimization of system performance would help reduce barriers and enhance user contentment. In contrast, the positive correlation (r = 0.442) between satisfaction and efficiency indicates that efficient processes, accessibility, and timely service delivery are associated with user appreciation of the online permit application system. Although rated highly efficient, it is necessary to provide continuous system maintenance, performance monitoring, and user feedback mechanisms. To sustain long-term efficiency, reliability, and successful delivery of e-government services, training and seminars are needed for the system administrators. Strengthening support services, digital assistance, system guidance, enhanced user-centered system features, regular updating of security measures, and an integrated system improvement framework are likewise recommended.