The e-government of the Polytechnic University of the Philippines System: An analytical framework for public value creation

Aim: This study evaluated the e-government system of the Polytechnic University of the Philippines (PUP), focusing on its Student Information System (SIS) and Human Resource Information System (HRIS).Using the updated DeLone and McLean Information Systems Success Model, the study examined system quality, information quality, service quality, trust in e-government, client satisfaction, and public value creation.It also explored how trust and client satisfaction mediate the relationship between e-government and public value creation, providing insights relevant to digital governance and institutional service delivery.Methodology: A mixed-methods research design was employed using survey questionnaires and interviews.Data were collected from 2,139 respondents composed of faculty members, students, and employees from the Polytechnic University of the Philippines (PUP) Main Campus and various branches and campuses.Descriptive and inferential statistical analyses, including regression and mediation analysis using the IBM SPSS Statistics version 21 and Process Macro v4.2 by Andrew F. Hayes, were performed to examine the relationships among the study variables.Results: The findings revealed that respondents positively evaluated the system quality, information quality, and service quality of both the SIS and HRIS.High levels of trust in e-government and client satisfaction were likewise observed.The results further demonstrated that e-government significantly influences public value creation both directly and indirectly through trust and client satisfaction, confirming the partial mediating roles of these variables.Improvements in the quality, reliability, responsiveness, usability, and security of the SIS and HRIS enhance users' trust, increase satisfaction, and strengthen perceptions of public value. Conclusion:The study contributes to both theory and practice by proposing an analytical framework for evaluating public value creation through e-government in state universities.The findings provide evidence that strengthening digital governance systems enhances institutional effectiveness, promotes stakeholder trust and satisfaction, and supports more responsive, transparent, and value-driven public service delivery.The framework may serve as a useful reference for governance reform, institutional strengthening, and the continuous improvement of egovernment initiatives in higher education institutions.