ii-Governance-GovernancePutting Power in the Hands of

the Nagueño

OutlineOutline

Rationale Operating principles Delivery mechanisms Output, impact and outcomes

RationaleRationale

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 PrinciplesOperating 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 MechanismsDelivery Mechanisms Analog or paper-based tools

– 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)

ICT Network Access Improvement– Cyberschools– Cyberbarangays

Performance PledgePerformance PledgeForerunner of the Citizens Charter

A detailed presentation of service commitments per agency

– Can be cross-referenced with service matrix in the Charter

Republic of the Philippines City Government of Naga

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:

FRONTLINE SERVICES

RESPONSE

TIME (per customer/

transaction)

PERSON

RESPONSIBLE

SIGNATURE

1 Building Inspection for :

1. business permit 30 min

Elmer T. Albo Gregory L. Moreno Nelson B. Prilles

2. Occupancy permit 1 hr - do - 2 Process/Approves of Building

Permit 10 days - do -

3 Process/Issues of Occupancy Permit

3 days - do -

4 Issues/Approves Building clearance for business permit

15 min. - do -

5 Apprehension of illegal building construction

½ day - do -

6. Receiving/Recording and releasing of

application forms/building permits/ occupancy/ permit and others.

10 min.

Nelson B. Prilles/ Eleanor P. Alcantara

LEON B. PALMIANO IV City Engineer

The Citizens CharterThe Citizens Charter A guidebook on the key services

being delivered by the City Government to its customers– 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

A “contract” that can be enforced through feedback– Provides for customer feedback form– Directory of city hall agencies

• 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

The Citizens CharterThe Citizens Charter

How the Guidebook worksHow the Guidebook works Maps - Big and mini-maps are provided for

– To provide geographical directions to customers, particularly in locating office of city hall agencies

JUAN MIRANDA (CITY HALL) AVENUE

BICOL SCIENCE AND

TECHNOLOGY CENTRUM

MAIN CITY HALL BUILDING

MULTIPURPOSE BUILDING

SENIOR CITIZENS BUILDING

CIVIL

REGISTRY BUILDING

CITY HALL ANNEX (OLD MTC BUILDING)

NAGA CITY

FIRE

STATION

HALL OF

JUSTICE

CITY

PLANNING & DEVT OFC

DOJ EXECUTIVE

OFFICES

PROFESSIONAL

ORGANIZATION BUILDINGS & OFFICES

NAGA CITY HALL COMPLEX

User-friendly service entry - Facilitates availment of service

– Service and sub-service level– Service name– Mini-map– Contact person and numbers– Service matrix

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

www.naga.gov.phwww.naga.gov.ph

Web equivalent of the Citizens Charter

18 categories of key government services

Features maps and downloadable forms

Serve NagaServe Naga

Promotes transparency in: policy-making and

resource allocation procurement

Share NagaShare Naga

Growth-oriented part of the package

Seeks to accelerate economic growth

Sell NagaSell Naga

“Feel-Good” part of the package

Seeks to instill and strengthen civic pride anchored on a sustained “culture of excellence”

Star NagaStar Naga

TxtServe NagaTxtServe 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?

Provides access to less-privileged. Opens more avenues for conveying complaints:

Cyberbarangays - Internet stations at village halls

Cyberschools – provides training, computer equipment and Internet connection for all public schools

Network Access ImprovementNetwork Access Improvement

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

OutputsOutputs

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

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: More funds being channeled to “growth” and “equity-building”

programs City being able to meet growing demands for basic services

ImpactImpact

Deeper, more meaningful civic engagement, enhancing Nagueños’ trust and confidence in their local government

Improved transparency and accountability mechanisms 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

OutcomesOutcomes

Final Outcome: A Livable CityFinal Outcome: A Livable City

Competitive urban basic

services

Good Governance Mechanisms

Partnerships-driven

community

The “Maogmang Lugar” vision