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
 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
 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 Pledge
Republic of the Philippines
Forerunner of City Government of Naga

the Citizens Office of the City Engineer

Charter PERFORMANCE PLEDGES

A detailed HERE IN THE CITY ENGINEER’S OFFICE (CEO), WE ARE COMMITTED TO PROVIDE THE HIGHEST
POSSIBLE SERVICE PERFORMANCE AND PLEDGE TO ACHIEVE THE FOLLOWING:

presentation of
service FRONTLINE SERVICES
RESPONSE
TIME
PERSON
RESPONSIBLE SIGNATURE

commitments (per customer/

transaction)

per agency 1 Building Inspection for :

1. business permit Elmer T. Albo
30 min Gregory L. Moreno
– Can be cross- Nelson B. Prilles
referenced with 2. Occupancy permit 1 hr - do -
service matrix in 2 Process/Approves of Building
Permit
10 days - do -

the Charter 3 Process/Issues of Occupancy 3 days - do -

Permit
4 Issues/Approves Building clearance 15 min. - do -
for business permit
5 Apprehension of illegal building ½ day - do -
construction
6. Receiving/Recording and releasing of Nelson B. Prilles/
application forms/building permits/ 10 min. Eleanor P. Alcantara
occupancy/ permit and others.

LEON B. PALMIANO IV
City Engineer
 The 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
 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
 Maps - Big and mini-maps are provided for DOJ
EXECUTIVE HALL OF

– To provide geographical directions to customers, NAGA CITY

FIRE
CITY HALL ANNEX
OFFICES JUSTICE

particularly in locating office of city hall agencies

STATION
(OLD MTC BUILDING)

PROFESSIONAL
O RGANIZATION BUILDINGS &
O FFICES

CITY
MULTIPURPOSE
PLANNING &
CIVIL BUILDING
DEVT OFC
REGISTRY
BUILDING
SENIOR
CITIZENS
BUILDING

MAIN CITY
HALL BUILDING

BICOL SCIENCE AND

TECHNOLOGY CENTRUM

JUAN MIRANDA (CITY HALL) AVENUE

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
 www.naga.gov.ph
 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
 Share Naga
 Promotes transparency in:
 policy-making and
resource allocation
 procurement
Sell Naga

 Growth-oriented part
of the package
 Seeks to accelerate
economic growth
 Star Naga
 “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 WHY IS D YOUTH CNTER\'S
POOL W/C S SUPPOSD 2 B
send complaints PUBLC POOL BEING CLOSED
COZ PRIVATE SKOLS\' P.E.
through text STUDENTS R USING D WHOLE
messaging POOL EXCLUSIVELY? why?
 Makes use of the
Smart SMS
infrastructure via
2960 code
 Syntax:
• Type <Naga>
<comment>
• Send to 2960
Network Access Improvement
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
 Outputs
 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
 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
 Outcomes
 Deeper, more meaningful civic “By putting up the
engagement, enhancing Nagueños’ numbers for
trust and confidence in their local everyone to see,
government the city is requiring
from us more than
 Improved transparency and greetings. They are
accountability mechanisms asking us, for the
 Ordinances & Executive Orders - allows sake of the city, to
citizens to monitor the performance of their look at the
elective officials numbers, study
 Bids & Awards, Budget & Financial Status - them, question
allows constituents to monitor resource them.”
allocation, cost standards and operational - A visitor to the
efficiency
Naga website
 NetServe – removed the “whom you know”
mentality and enables citizens to exact
accountability for non-performance
 Final Outcome: A Livable City

The “Maogmang Competitive

Lugar” vision urban basic
services

Partnerships- Good
driven Governance
community Mechanisms