The continuous advancement of digital technology has encouraged public healthcare institutions to adopt

computerized systems to improve service delivery, efficiency, and patient satisfaction. This study focuses on the

development and evaluation of a web-based queuing system for the Municipal Health Center of Mabini, which

continues to rely on manual and paper-based queuing processes. These traditional methods often resulted in long

waiting times, overcrowding, and difficulties in managing patient flow. Data for the study were gathered through

structured survey questionnaires distributed to selected healthcare staff and patients of the health center to assess

the performance and effectiveness of the developed system. The system was developed using the Rapid

Application Development approach and designed following a three-tier architectural structure to ensure

organized data processing, system reliability, and ease of maintenance. The web-based queuing system enables

faster patient registration, systematic queue management, and real-time monitoring of queue status. The quality

centers.

Keywords: Web-Based Queuing System, Three-Tier Architecture, Healthcare Technology, Software Quality

Evaluation, Rapid Application Development

The modernization of public health institutions increasingly relies on the integration of automated systems to

optimize service delivery and address the growing demand for medical services [1], [2]. At the Municipal Health

Center of Mabini, the absence of a localized digital infrastructure has resulted in significant operational

inefficiencies, particularly in managing patient flow. The facility delivers essential healthcare services, including

general consultations, maternal care, and laboratory testing, to approximately 50 to 100 patients daily. However,

its queuing process remains entirely manual, relying on paper-based registration and tracking. This approach

improving data accuracy, efficiency, and service delivery in healthcare institutions [5], [2]. Strategic adoption of

digital technologies also enables organizations to remain adaptive and responsive to stakeholder needs in

increasingly dynamic environments [6]. In high-demand public healthcare settings, where human resources are

often limited, the implementation of a computerized queuing framework is no longer optional but essential for

maintaining service efficiency and accountability [1].

In response to these challenges, this study focuses on the development of a Web-Based Queuing System tailored

for the Municipal Health Center of Mabini. The system aims to transform the existing manual process into a

structured, transparent, and data-driven workflow. By integrating real-time monitoring, automated queue

Based Queuing System. A mixed-method methodology was adopted to ensure comprehensive data collection,

combining quantitative data from surveys with qualitative insights gathered through interviews and direct

observation [8]. This approach enabled a more holistic understanding of both system performance and user

experience, thereby improving the reliability and validity of the findings. The overall research design was guided

by established project development frameworks, ensuring alignment between system objectives, user

requirements, and evaluation processes [9].

The system development followed the Rapid Application Development (RAD) model, which emphasizes

iterative design, user feedback, and rapid prototyping [10]. The first phase, Requirements Planning, involved

conducting interviews with staff and observing the existing queuing process to identify inefficiencies and define

system requirements. The second phase, User Design, focused on developing system architecture and interface

The system was developed using a structured three-tier technology stack. The back-end was implemented using

the Laravel framework, which facilitated secure routing, authentication, and database interaction. The front-end

utilized HTML5, CSS3, JavaScript, and Bootstrap to ensure responsiveness and usability across devices. MySQL

served as the relational database for managing queuing data, patient records, and system logs. Development and

version control were supported by Visual Studio Code, Git, and GitHub, while Figma was used for interface

prototyping. This combination of technologies ensured scalability, maintainability, and efficient system

performance.

Building upon this technical foundation, a relational database schema was engineered to support the system's

logic and data layers, ensuring high availability and data normalization. The resulting architecture is organized

table that captures critical time-series data through arrived_at, called_at , and completed_at fields, allowing the

system to measure service efficiency with high precision.

Furthermore, the database manages operational workflows through integrated service and notification structures.

The services and service_user tables allow the system to categorize patient flow based on specific health center

departments, while the notifications table handles real-time patient updates to maintain transparency. To ensure

For system evaluation, a total of 67 respondents were selected, consisting of 50 patients, 7 staff members, 5

administrators, and 5 IT experts. The inclusion of diverse participant groups ensured both technical and user-

centered perspectives in evaluating the system. Compared to typical small-scale evaluations, this sample size

provides a more reliable basis for assessing usability, efficiency, and acceptability across different user roles.

reliability, efficiency, security, compatibility, maintainability, and portability. The use of standardized

measurement criteria ensured objectivity in interpreting user feedback and provided a quantifiable basis for

evaluating system performance.

The findings indicate that manual processes significantly affect operational productivity, as staff are required to

perform repetitive administrative tasks such as verifying entries and calling patients manually. This reduces the

time available for clinical assistance and limits patient throughput. From the patient perspective, the absence of

real-time queue visibility creates uncertainty and inconvenience, particularly for vulnerable individuals.

Furthermore, the manual system lacks transparency and is prone to human error, such as skipped turns and

duplicate entries, which contribute to patient dissatisfaction. From a managerial standpoint, the absence of a

centralized database prevents efficient data retrieval and analysis, limiting the ability to make informed decisions

regarding resource allocation.

To address these limitations, the developed system adopts a Three-Tier Architecture consisting of presentation,

The system integrates several functional modules that collectively enhance operational efficiency through a

structured digital workflow. The process begins at the front desk module, which digitizes patient registration and

Operational transparency is further supported by an automated queue announcement system utilizing text-to-

speech technology to ensure consistent and accurate patient calling. Simultaneously, the service dashboard

allows healthcare providers to manage patient flow dynamically, effectively reducing idle time between

consultations. To support long-term administrative improvements, the analytics module generates reports on wait

times and patient volume, facilitating data-driven decision-making for center administrators.

front_desk_queues table, the system demonstrated high "Time Behavior" efficiency, providing the baseline data