Public service delivery system in State Universities and Colleges: Controversies and best practices across frontline services

This study examines the public service delivery system in State Universities and Colleges (SUCs) within the Zamboanga Peninsula Region, Philippines. Focusing on frontline services, the study explores the controversies surrounding these institutions while identifying best practices to enhance service quality and efficiency. The research incorporates both quantitative and qualitative data obtained from official reports, institutional documents, and interviews with key stakeholders. The findings reveal several contentious issues impeding optimal public service delivery in the region's SUCs. These include bureaucratic red tape, insufficient funding, inadequate infrastructure, and bureaucratic corruption. It is observed that these challenges have resulted in delayed and unsatisfactory service experiences for the public. On a positive note, the research identifies noteworthy best practices adopted by certain SUCs in the region, leading to improved service delivery. These practices encompass streamlined administrative processes, robust performance evaluation mechanisms, community engagement initiatives, and strategic collaborations with external stakeholders. The findings shed light on the complexities and disparities within the public service delivery system in Zamboanga Peninsula's SUCs, providing valuable insights for policymakers and administrators aiming to enhance frontline services. By implementing the best practices identified in this research, SUCs can overcome controversies and optimize their public service delivery, thereby positively impacting the overall higher education landscape in the region.