Assessing the Effectiveness and Policy Implications of Veterans' Welfare Services Administered by the Philippine Veterans Affairs Office (PVAO): A Case Study of Service Delivery and Veteran Outcomes in Zamboanga City, Philippines

This study examines the effectiveness and policy implications of veterans' welfare services administered by the Philippine Veterans Affairs Office (PVAO) in Zamboanga City, Philippines. Utilising a mixed-methods approach, the research integrates quantitative surveys with qualitative interviews and focus group discussions (FGDs) to assess service delivery outcomes, stakeholder perspectives, and policy gaps. Guided by Governance Theory, the study explores the interaction between state institutions, digital tools, and service beneficiaries, highlighting both successes and challenges in the current welfare framework. Findings reveal significant disparities in access, quality, and satisfaction among veterans, influenced by governance inefficiencies, inadequate resource allocation, and limited stakeholder collaboration. The study identifies the need for comprehensive policy reforms, enhanced digital governance, and multi-stakeholder engagement to improve veterans’ welfare services. Key policy recommendations include the adoption of integrated service delivery models, the enhancement of digital platforms for more effective outreach and management, and the establishment of participatory governance mechanisms that involve veterans in decision-making processes. This research contributes to the field of public administration by providing empirical insights into the governance of veterans’ welfare and offering a framework for policy improvements that can be adapted in similar contexts globally. The findings have broader implications for governance, social equity, and the digital transformation of public service delivery.