Transcript Slide 1

i-Governance
Putting Power in the Hands of
the Nagueño
Outline
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Rationale
Operating principles
Delivery mechanisms
Output, impact and outcomes
Rationale
Naga Governance Model
 A committed leadership
backed-up by a
professional government
work force
 Partnerships to overcome
resource constraints
 Participatory mechanisms
– seeks to include all
sectors in government
decision-making
Operating Principles
i-Governance stands for:
 inclusive governance, which seeks to embrace, rather
than exclude, individuals, peoples and sectors in running
government
 information openness, which demonstrates that
information is power, and truly empowering when placed
at the hand of the citizens
 interactive engagement, which puts premium on
information exchange through continuing dialog between
authority and constituency, and
 innovative management, which is committed to a
culture of excellence sustained by creativity and
innovations
Delivery Mechanisms
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Analog or paper-based tools
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Performance Pledges
Citizens Board
Media Network (print and radio)
Naga City Citizens Charter
Digital or ICT media (eGovernance)
– naga.gov initiative, through the city’s website
www.naga.gov.ph
– TxtServe (using cellphones)
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ICT Network Access Improvement
– Cyberschools
– Cyberbarangays
Performance Pledge
 Forerunner
Republic of the Philippines
City Government of Naga
of
the Citizens
Charter
 A detailed
presentation of
service
commitments
per agency
– Can be crossreferenced with
service matrix in
the Charter
Office of the City Engineer
PERFORMANCE PLEDGES
HERE IN THE CITY ENGINEER’S OFFICE (CEO), WE ARE COMMITTED TO PROVIDE THE HIGHEST
POSSIBLE SERVICE PERFORMANCE AND PLEDGE TO ACHIEVE THE FOLLOWING:
RESPONSE
TIME
(per customer/
transaction)
FRONTLINE SERVICES
1
Building Inspection for :
1. business permit
2. Occupancy permit
2
Process/Approves of Building
Permit
3
Process/Issues of Occupancy
Permit
4
Issues/Approves Building clearance
for
business permit
5
Apprehension of illegal building
construction
6. Receiving/Recording and releasing of
application forms/building permits/
occupancy/ permit and others.
PERSON
RESPONSIBLE
30 min
Elmer T. Albo
Gregory L. Moreno
Nelson B. Prilles
1 hr
10 days
- do - do -
3 days
- do -
15 min.
- do -
½ day
- do -
10 min.
Nelson B. Prilles/
Eleanor P. Alcantara
LEON B. PALMIANO IV
City Engineer
SIGNATURE
The Citizens Charter
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A guidebook on the key services
being delivered by the City
Government to its customers
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Procedure
Response time
Personnel responsible for each service
Requirements checklist to facilitate
service delivery
– Schedule of fees (if applicable)
– Location maps sketching office/s
handling the service
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A “contract” that can be enforced
through feedback
– Provides for customer feedback form
– Directory of city hall agencies
The Citizens Charter
• Documentation of around 130
key services of the city
government
• Describes the steps and procedures on
how to avail of a specific government
service.
• Identifies who among our co-workers are
responsible for each service
• Pinpoints accountability for every step in
the service delivery system
• Tool for people empowerment
• Removes “cloak of anonymity” - the
refuge of the irresponsible and the
incompetent
• Designed for distribution at the
household level
How the Guidebook works
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Maps - Big and mini-maps are provided for
DOJ
EXECUTIVE
OFFICES
– To provide geographical directions to customers,
particularly in locating office of city hall agencies
NAGA CITY
FIRE
STATION
HALL OF
JUSTICE
CO
CITY HALL ANNEX
(OLD MTC BUILDING)
PROFESSIONAL
ORGANIZATION BUILDINGS &
OFFICES
CIVIL
REGISTRY
BUILDING
MULTIPURPOSE
BUILDING
CITY
PLANNING &
DEVT OFC
SENIOR
CITIZENS
BUILDING
MAIN CITY
HALL BUILDING
BICOL SCIENCE AND
TECHNOLOGY CENTRUM
JUAN MIRANDA (CITY HALL) AVENUE
NAGA CITY HALL COMPLEX
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User-friendly service entry
- Facilitates availment of
service
– Service and sub-service
level
– Service name
– Mini-map
– Contact person and
numbers
– Service matrix
www.naga.gov.ph
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Revitalized and
reengineered website of
the city government
Provides accurate,
relevant and engaging
information about Naga
to global Internet
community, particularly
web-enabled residents
Serve Naga
Share Naga
Sell Naga
Star Naga
1,000 to 1,600
visitors per day
Serve Naga
Web equivalent
of the Citizens
Charter
 18 categories of
key government
services
 Features maps
and
downloadable
forms
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Share Naga
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Promotes transparency in:
 policy-making and
resource allocation
 procurement
Sell Naga
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Growth-oriented part
of the package
Seeks to accelerate
economic growth
Star Naga
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“Feel-Good” part of
the package
Seeks to instill and
strengthen civic
pride anchored on
a sustained “culture
of excellence”
TxtServe Naga
 Allows citizens to
send complaints
through text
messaging
 Makes use of the
Smart SMS
infrastructure via
2960 code
 Syntax:
• Type <Naga>
<comment>
• Send to 2960
WHY IS D YOUTH CNTER\'S
POOL W/C S SUPPOSD 2 B
PUBLC POOL BEING CLOSED
COZ PRIVATE SKOLS\' P.E.
STUDENTS R USING D WHOLE
POOL EXCLUSIVELY? why?
Network Access Improvement
Provides access to lessprivileged. Opens more
avenues for conveying
complaints:
 Cyberbarangays Internet stations at
village halls
 Cyberschools –
provides training,
computer equipment
and Internet connection
for all public schools
Outputs
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Information openness for substantial number of
Nagueños
 Citizens Charter – 500 copies to key organizations;
second edition for distribution to households
 Media Network – 4,000 copies per issues (local
paper); 21% listenership share (radio)
 Website – 1,000 hits per day; 1,600 in December,
2003; 10 e-mails per day
 TxtNaga – 10 comments per day
 Cyberschools – ICT education and Internet access for
all public elementary and high schools
 Cyberbarangays – 4 barangays
Impact
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More equitable, effective and efficient service delivery
Continuing innovations in governance
 Mechanisms for transparency have allowed the city to
do more with less, making it one of the World Bank’s
models in LGU procurement
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Road Construction - up to 42% less
Medicine - from 19% to 70% less
Supplies - up to 33% lower
Made Naga one of the Most Business-Friendly Cities
in the country (for 2 consecutive years) and Bicol’s
model for DILG’s Anti-Red Tape Program
Improvement in local finances and more effective and
efficient service delivery have led/contributed to:
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More funds being channeled to “growth” and “equity-building”
programs
City being able to meet growing demands for basic services
Outcomes
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Deeper, more meaningful civic
engagement, enhancing Nagueños’
trust and confidence in their local
government
Improved transparency and
accountability mechanisms
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Ordinances & Executive Orders - allows
citizens to monitor the performance of their
elective officials
Bids & Awards, Budget & Financial Status allows constituents to monitor resource
allocation, cost standards and operational
efficiency
NetServe – removed the “whom you know”
mentality and enables citizens to exact
accountability for non-performance
“By putting up the
numbers for
everyone to see,
the city is requiring
from us more than
greetings. They are
asking us, for the
sake of the city, to
look at the
numbers, study
them, question
them.”
- A visitor to the
Naga website
Final Outcome: A Livable City
The “Maogmang
Lugar” vision
Competitive
urban basic
services
Partnershipsdriven
community
Good
Governance
Mechanisms