Who does what in eSerbisyo, and exactly how each task flows from start to finish, whether you are a resident at home, a staff member behind the counter, or an admin keeping the whole system running.
Barangay staff: walk-in request, step by step
When a resident walks into the barangay hall, the staff member (often called the encoder or secretary) opens the eSerbisyo dashboard and completes the entire request on their behalf. Here is the exact flow:
- Open the dashboard.Log in and land on the main dashboard. The “New Request” button is front and center.
- Encode the request.Select the document type, enter the resident’s name, address, and purpose, then upload any supporting files (valid ID, proof of residency, etc.).
- Review the details.Double-check every field. The system highlights missing or mismatched data before submission so nothing slips through.
- Approve or reject.If everything checks out, approve the request. For standard document types, this generates the PDF immediately. For document types with double approval enabled, the request is forwarded to a barangay admin for final approval instead. If something is wrong, reject it with a reason; the resident is notified automatically.
- Hand over or download.Once approved, the finished PDF is generated instantly with a QR code. Print it for the resident on the spot, or let them download it from the portal.
Residents: online request, step by step
Residents who have internet access can submit a request from their phone, tablet, or computer without visiting the hall. The process mirrors the walk-in track but is entirely self-service:
- Visit the portal.Open the barangay’s public portal in any browser. No app download required.
- Pick the document.Browse the list of available document types (clearance, certificate, permit) and tap the one you need.
- Fill the form.Enter your personal details and purpose. Required fields are marked and cannot be skipped.
- Submit the request.Attach your supporting files (photo of ID, proof of address) and hit “Submit.” A tracking number is generated immediately.
- Wait for approval.Monitor the status from your dashboard (“Pending,” “Pending Admin,” “Approved,” or “Rejected.”) You receive a notification at each stage. The “Pending Admin” status means a staff member has already approved and the request is awaiting final admin review.
- Download the document.Once approved, the finished PDF appears in your dashboard with a download button. The QR code on the PDF proves authenticity instantly.
Barangay admin: managing the system
The barangay admin is the person responsible for keeping eSerbisyo configured and running smoothly for their specific barangay. Their daily work is about setup and oversight, not processing individual requests:
- Manage staff accounts.Create, deactivate, or change roles for staff members. Control who can encode requests, who can approve, and who can access settings.
- Configure document types.Decide which documents are available on the portal, including barangay clearance, certificate of residency, business permit, and so on. Set required fields and supporting-file requirements per document type.
- Enable double approval for sensitive documents.For document types that require extra oversight (e.g., business permits, legal certifications), toggle the “Require Double Approval” setting. When enabled, requests must be approved by both a staff member and an admin before the PDF is generated. Only barangay admins can toggle this setting—staff cannot enable or disable it.
- Perform final approval on double-approval requests.When a staff member forwards a request for admin review, the barangay admin performs the final approval. The system enforces that the same user cannot act as both the staff and admin approver for the same request.
- Upload and update templates.Replace the .docx template files whenever the layout or wording of a document changes. The system compiles them into finished PDFs automatically.
- Review audit logs.See who approved what, when a document was generated, and which requests were rejected. The audit trail is immutable and timestamped.
- Customize branding.Set the barangay name, logo, and contact details that appear on every generated document and on the public portal.
Platform admins operate at the system level. They manage the entire eSerbisyo infrastructure across every barangay on the platform. The key rule: they never touch individual resident records in their day-to-day work.
- Manage licenses.Provision, renew, or deactivate barangay subscriptions. Assign storage limits and feature tiers.
- Tenant onboarding.Set up a new barangay on the platform by creating the tenant, configuring domains, and handing over admin credentials to the barangay captain or designated admin.
- Platform settings.Control global configuration: email templates, notification rules, rate limits, security policies, and maintenance windows.
- Never touch individual records.Platform admins handle infrastructure, not the day-to-day flow of requests. If a specific request needs intervention, the barangay admin resolves it.
Role comparison table
Resident
- Submit document requests online
- Upload supporting files
- Track request status
- Download finished documents
- Verify document authenticity via QR
Barangay Staff (Encoder / Secretary)
- Encode walk-in requests on behalf of residents
- Review and validate request details
- Approve or reject requests (single-approval)
- Forward requests to admin for final approval (double-approval)
- Generate and hand over documents
- Handle resident inquiries at the counter
Barangay Admin
- Manage staff accounts and permissions
- Configure available document types
- Enable double approval for sensitive document types
- Perform final approval on double-approval requests
- Upload and update document templates
- Review the full audit log
- Customize barangay branding
Platform Admin
- Manage barangay licenses and subscriptions
- Onboard new tenants (barangays)
- Configure platform-wide settings
- Monitor system health and performance
- Never touch individual resident records
Common scenarios
These real-world situations show how different roles interact with the system in practice:
- Walk-in elderly resident.An elderly resident arrives without a smartphone. The staff member opens eSerbisyo, enters the details, uploads a photo of the resident’s ID, approves the request, and prints the finished document on the spot. The resident leaves with paper in hand, with no technology skills needed on their end.
- Online OFW requesting for family.An overseas Filipino worker needs a barangay clearance for a family member back home. They log in from abroad, fill the form with their family member’s details, upload a scanned authorization letter, and submit. The staff reviews and approves it the next morning. The OFW downloads the finished PDF and forwards it by email, with no courier or proxy needed.
- Staff handling peak volume.During a renewal season, the barangay hall is flooded with requests. Staff use the dashboard’s batch-processing view to queue, review, and approve dozens of requests efficiently. The system auto-generates PDFs in bulk, so the team avoids manual document assembly entirely.
- Admin troubleshooting a stuck request.A resident reports that their request has been “Pending” for two days. The barangay admin opens the audit log, sees that the assigned staff member missed the approval step, reassigns the request to another staff member, and the request is processed within minutes.
- Double approval for a business permit.A small business owner applies for a barangay business permit online. The barangay admin has enabled double approval for this document type. A staff member reviews the application, verifies the details, and clicks “Forward to Admin.” The request moves to “Pending Admin” status. The barangay admin then performs a final review and clicks “Final Approve.” The PDF is generated and the business owner is notified. Two different people reviewed the same request, ensuring accuracy for a legally sensitive document.