Payment Systems and Collection Performance of Local Water Districts in the Province of Cotabato

This study analyzed payment systems and collection performance of Local Water Districts in the Province of Cotabato from 2019 to 2025. Specifically, it described district profiles, assessed collection performance in terms of timeliness of payments, accuracy of collection, and operational efficiency, compared manual and electronic payment systems using available record-based indicators, and proposed strategies for improvement. A mixed-methods design was employed, primarily quantitative through descriptive and descriptive-comparative analysis, supported by Key Informant Interviews and organizational/technological challenge documents. Records were obtained from five of eight Local Water Districts that granted permission and submitted usable data. Findings showed that manual payment systems remained dominant and necessary because they were familiar, accessible, and allowed direct verification for customers with limited digital access. Electronic and intermediary based payment systems gradually expanded payment access and convenience, but adoption differed across districts. Total billing, total collection, and revenue increased, while timeliness slightly improved and operational efficiency remained high. However, the decline in accuracy of collection indicated that higher revenue volume did not automatically translate into stronger collection quality. Quarterly customer count data from LWD-A only, covering 2024 to 2025, showed a modest increase in electronic payment use and a corresponding decrease in manual payment use. Qualitative themes revealed challenges involving customer readiness, digital literacy, financial inclusion, delayed posting, reconciliation, transaction errors, platform reliability, staff workload, policy support, and data protection. The study concluded that an inclusive hybrid payment system, supported by customer education, staff training, system integration, faster posting, strong internal controls, and confidentiality safeguards, is most appropriate.

Public‍‌‍‍‌ administration mainly focused on the efficient accountable, and responsive delivery of basic services

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