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Transcript of The i-Governance Program of Naga City,...
The i-Governance Program
of Naga City, Philippinesof Naga City, Philippines
WILFREDO B. PRILLES, JR. City Planning and Development Coordinator
Outline
• The i-Governance Program
– Conceptual framework
– Operating principles
– Delivery mechanisms– Delivery mechanisms
– Outcomes
• Sustaining i-Governance
• Lessons learned
Limitations
□ Not centrally located□ 377 kms south of Manila
(national capital), 380 kms north of Cebu (2nd biggest urban center)
□ The core of Metro Naga□ The core of Metro Naga□ A fast-growing area comprised
of 14 municipalities and Naga City belonging to Metro Naga Development Council (MNDC)
□ A medium-sized city□ 161,000 population (2007
census)
□ Daytime population of around 300-400,000
• Progressive development perspective. Seeks prosperity-building tempered by
THE NAGA GOVERNANCE MODEL
A local guiding frameworkGuided by experience, Naga City evolved its own model anchored on strong institutions
BureaucracyBureaucracy Civil
Society
Civil
SocietyProgressive Progressive
perspectiveperspectiveprosperity-building tempered by an enlightened perception of the poor
• Functional partnerships. Vehicles that enable the city to tap community resources for priority undertakings
• Participation.Mechanisms that ensure long-term sustainability of local undertakings The Naga Governance Model
CitizenryCitizenry
perspectiveperspective
ParticipationParticipationPartnershipsPartnerships
Good Good
governancegovernance
STRON
G
INSTITUTI
ONS
Applying the framework
The i-Governance Program
• Seeks to bring the partnerships-driven model of governing in the city into the next stage – anchored on stronger participation by individual participation by individual citizens
Partnerships are biased towards organized groups for practical and operational reasons
i-Governance seeks to overcome this inherent limitation by opening wider avenues for participation of individuals in
governing the city
Operating Principles
• 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
• 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. Addresses need of around 50% of population without ICT access– Performance Pledges
– Citizens Board
– Naga City Citizens Charter
• Digital or ICT media (eGovernance)– naga.gov initiative, through the city’s website www.naga.gov.ph– naga.gov initiative, through the city’s website www.naga.gov.ph
• Mobile Governance. Uses cellphones which have higher penetration rate than dial-up internet. On the average, every household has 2 cellphone units (2007 Ateneo de Naga survey)– TxtNaga
• Network access improvement. Addresses digital divide through strategic IT investments– Cyberschools (Click Project)
– Cyberbarangays
• PUBLIC SERVICE EXCELLENCE PROGRAM (PSEP)
• Linked service values and orientation with existing
TRANSPARENCY IN PUBLIC SERVICE
Service quality improvement
orientation with existing procedures. Continually proposed improvementswhenever possible– Documentation of City Government’s frontline services
– Expanded service listings in Performance Pledges
The Citizens CharterACCOUNTABILITY IN SERVICE DELIVERY
• A guidebook on 140 key services being delivered by City Hall to customers–Procedure. Response time. Personnel responsible for each service
–Requirements checklist to –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
� 3rd edition came out in June 2009. Online version already available at city website by 1Q ‘09
How the Guidebook works• Maps: Full-page and mini-maps are provided for
– Provides geographical directions to customers, particularly in locating office of city hall agencies
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
PLANNING
D
DOJ
EXECUTIVE
OFFICES
PROFESSIONAL ORGANIZATION BUILDINGS &
OFFICES
JUAN MIRANDA (CITY HALL) AVENUE
BICOL SCIENCE AND
TECHNOLOGY CENTRUM
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
Performance Pledge• A more detailed presentation ofservice commitments per agency– Can be cross-referenced with service matrix
The naga.gov
initiative• www.naga.gov.ph - The
revitalized, reengineered
website of the city
• Provides information about
Naga to global Internet Naga to global Internet
community
– particularly web-enabled Naga
residents
• Maximizes use of Web
technology
– that is within reach of local
governments in a developing
country
Ongoing redesign
• Impelled by having a
new mayor in July 2010
• Reflects Naga SMILES.
new branding strategy:
– See Naga– See Naga
– Meet in Naga
– Invest in Naga
– Live in Naga
– Experience Naga (e-government in Naga)
– Study in Naga
• Allows citizens to send
complaints, other
concerns to City Hall
through SMS or text
messaging
TxtNagaA MOBILE GOVERNANCE TOOL
– Previously uses Smart
Telecommunication’s 2960
facility
• Reconfigured to meet
local needs more fully– TXTNAGA hotline with Globe
Telecoms (0917-TXTNAGA
or 0917-8986242)
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 the less privileged
• Cyberschools. Through CLICK project in partnership with Naga City School Board. Covers – internet connection for all public elementary and high schools, including wireless internet access in 4 upland barangays, andbarangays, and
– computer equipment and training for all public elementary schools and out-of-school youth
• Cyberbarangays. Internet stations at village halls – provide access to 50% of residents who do not have their own computer connections or do not have easy access to cybercafes
Outcomes
• Deeper, more meaningful participation
and engagement between the
governors and the governed
– By putting up the numbers for every one to – By putting up the numbers for every one 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
Efficiency
• Generates more savings, especially in
regard to procurement of supplies and
materials
– A 15% average in estimated savings arise – A 15% average in estimated savings arise
from a more competitive and transparent
process
– Enables the city to “do more with less”
Transparency
• More empowered customers and
clients who can exact accountability in
the delivery of key government
servicesservices
– This is being made possible by the Citizens
Charter and its digital counterpart, Netserve
Policy Base
• i-Governance
Ordinance
institutionalizes
program
– Mandates – Mandates
• updating of
website regularly
• updating of
Citizens Charter
every 3 years
– Provides for
citizens redress
Support BaseKey Actors Role Why interested? Why
supportive?
Level of Involvement
Mayor John G. Bongat Local chief
executive
An advocate of good
urban governance in the
Philippines
Strong involvement.
Provides direction,
executive mandate and
resources for the program
Vice Mayor Gabriel
Bordado, Jr.
City Vice Mayor One of the more
progressive members of
the city council
Cemented policy support
for program through
legislationthe city council legislation
Naga City i-Governance
Project Team (Oliver,
Prilles, Perez & Maño)
In-charge of
pushing and
implementing the i-
Governance
program within City
Hall
Ownership and direct
responsibility over
project implementation
Strong involvement. Taps
resources inside and
outside of city hall to push
program implementation
Other City Government
Departments and Offices
Updates content of
relevant website
sections
These sections are
directly related to their
areas of concern
Commits time and other
resources to update their
respective sections of the
website
Ateneo de Naga, UNC
and other local IT schools
Provides a local
pool of trained and
trainable IT staff
Part of their education
mandate/reason for
being
Commits time, funds and
other resources for local IT
education
Resource Base
• Since late ‘80s, city government has invested on hardware and software required to support the program and other related initiatives– Allows multiple use and benefits
– Demand driven. Based on level of resources availableavailable
– Aggressive mobilization of external and internal funding to support upgrading, • USAID, UNDP-TUGI, World Bank, AusAID
• Special Education Fund
• Ayala Foundation. National government programs (eg DTI)
– Mobilization of community-based resources in maintenance, e.g. partnership with local university in maintaining CLICK centers
Knowledge Base
• Program taps into unique strengths, specialization of local staff– i-Gov team: multidisciplinary, multi-tasking. Did not require a new department but builds on existing ones• Team leader: systems development, investment promotion• Team leader: systems development, investment promotion
• Asst team leader: governance, education, development communication, program/project development
• Content specialist: networking, tourism promotion, development communication
• Graphics design specialist
• EDP head: IT component and support
– Participative approach: involvement of city government departments and offices
Knowledge Base
DEPARTMENT/OFFICE AREA OF CONCERN
Productivity Improvement Committee NetServe/Services
City Mayor’s Office Executive Orders, Governance Fora,
Reports and Innovations
City Council/Sangguniang Panlungsod Ordinances
City Budget Office City Government BudgetCity Budget Office City Government Budget
City Accountant’s Office City Financial Status
City Engineer’s Office Bids and Awards (Infrastructure Projects)
General Services Department Bids and Awards (Equipment and Supplies)
Public Employment Service Office Jobs
City Planning and Development Office Statistics and Special Projects
Naga City Investment Board Investment Guide
Naga City Visitors’ Center Tourism and Travel Guide
City Development Information Office City Journal
Summing Up
• Why pursue i-Governance?
– For Individual Households• Empowerment (“voice”), notwithstanding digital divide
– For Society– For Society• Benefits of “good governance”
• Improved access to government services
• Poverty reduction (making services work for the poor)
– For Local Chief Executives• Current buzzword. eGov an“in-thing”
• Improves image: forward-looking, development-oriented, modern