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Multinational Conference on Improving the Quality of Public Services Moscow, Russia, June 28-29, 2011. Legislating Citizen’s Charters to Promote Citizen-Centric Public Services. Magdalena L Mendoza Senior Fellow Development Academy of the Philippines. Outline of Presentation. Introduction
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Moscow, Russia, June 28-29, 2011
Magdalena L Mendoza
Development Academy of the Philippines
Location: Off the south-east coast of Asia and sprawls between Asia mainland and Australia between latitude 21°25'N and 4°23'N and longitude 116°E and 127°E.
Land Area: Total land area approximately 343,448.32 sq. km.; one of the largest island groups in the world (7,107 islands); divided into three island grouping: Luzon, Visayas and Mindanao.
Population: 88.57 million as of 2007, annual growth rate of 2.04%
Religion: Predominantly Christian
Form of Government: Democratic
Branches of Government: Executive, Legislative (bicameral), Judiciary (independent)
Source: NSCB 2011
“All public services are paid for by the individual citizens, either directly or through taxes. Citizens are, therefore, entitled to expect high quality services, responsive to their needs, provided efficiently at a reasonable cost. And where the state is engaged in regulating, taxing or administering justice, these functions too must be carried out fairly, effectively and courteously.”
Source: UK Government
“The bureaucratic process itself may be a source of delay and other costs. In that case, incentives for corruption arise as applicants try to get to the head of the queue or otherwise get better service. To further exploit their corrupt opportunities, officials may create or threaten to create red tape as a means of extracting bribes. This strategy is plausible in many real world applications because even honest officials need to take some time and trouble to process applications.”
Source: Rose-Ackerman 2006
“Lack of accountability can breed corruption in service delivery programs because the “exit mechanism” which is operating in a market context does not work well in the public sector.”
Source: Reinika and Svensson 2006
Value for Taxpayers’ Money
RA No. 9485 or Anti-Red Tape Act (mandating Citizen’s Charter) enacted in 2007
Unique window of opportunity in 2006
Consensus building of various stakeholders
Consolidation of House and Senate Bills
An Act to Improve Efficiency in the Delivery of Government Service to the Public by Reducing Bureaucratic Red Tape, Preventing Graft and Corruption and Providing Penalties Therefor
Corruption = Monopoly + Discretion – Accountability*
* Heuristic formula of Robert Klitgaard
Type of government agency
Source: Civil Service Commission, March 2011
In terms of service quality, respondents expressed satisfaction with the correctness and accuracy of the service being provided by the agencies than the time it took to complete a transaction.
In all the areas measuring the satisfaction with service providers, majority of the respondents said they were either satisfied or very satisfied though a few dissatisfactions was also recorded.
Source: Civil Service Commission, 2011
Among the six indicators for measuring the satisfaction with the frontline service providers, the respondents were most satisfied with the adherence of the service providers with the “First come-first served” principle though a few dissatisfaction was also recorded. Moreover, the respondents are more satisfied with the service quality in terms of correctness and accuracy than the time it took to complete a transaction.
Reduced to 38 days in 2010