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i -Governance. Putting Power in the Hands of the Nagueño. Outline. Rationale Operating principles Delivery mechanisms Output, impact and outcomes. Rationale. Naga Governance Model A committed leadership backed-up by a professional government work force - PowerPoint PPT Presentation
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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
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