Abstract
The COVID-19 pandemic has highlighted the ongoing challenges of the Digital Divide in educational institutions, extending beyond mere technology availability and access. This study employed inductive-thematic analysis to investigate the experiences of 20 college students at the University of Caloocan City in accessing administrative services during the height of the pandemic. The participants included incoming and current students, as well as recent graduates who had interacted with the university's administrative services. Three main themes emerged from the analysis: limited internet access, the university's inadequate online presence, and gaps in technology skills among administrators and personnel. These findings pinpoint specific areas where the university needs to enhance its information and communication technology resources and infrastructure to better serve its students. This study adds to the ongoing discussion on the Digital Divide and underscores the need to improve technology effectiveness and utilization. The results provide valuable insights for developing policies and strategies to help educational institutions address Digital Divide challenges and support students during crises.
