Citizens satisfaction index system

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By Benjie R. Pangan

At Close Range

Thursday, July 10, 2014

THE Department of Interior and Local Government Mabalacat City now headed by Ms. Renalyn D. Iglesias CLGOO vice Irene Bacani who was assigned elsewhere conducted a workshop last week on Citizens Satisfaction Index System as a follow through on the Local Government Performance Management System to ascertain adherence of the local government unit on DILG's pronouncements and issuances.

In attendance were department heads and office supervisors, City Mayor Marino "Boking" Morales, Vice Mayor Christian Halili, Councilor Benny Jocson and Amauri "Bok" Tiglao, the academe and civic organization representatives.

Hereunder is DILG's input about the Citizens Satisfaction Index System, which is a set of data tools designed to collect and generate relevant citizens' feedback on local government service delivery performance and on the citizens' general satisfaction.


The DILG envisions local government units that are self-reliant, development-centered, safe, peaceful, socially protective, business-friendly, environmentally protective, as well as their being transparent, accountable and participative. This is very timely nowadays in view of the brouhaha on various anomalies and scams involving high officials of the government.

More importantly, citizens should be considered as the ultimate customers or beneficiaries of public services. The newer and tougher challenge for LGUs is in ensuring that their service delivery performance is felt by their ultimate clients, the citizens and eventually satisfying their needs and meeting expectations towards development and better quality of life.

It is more than two years since the plebiscite approving the cityhood of Mabalacat on July 21. Its officials are working hard to achieve the goals of its charter and receive good feedback from its citizens who are after all the true beneficiaries of development and progress the city gets. Do they really feel the benefits of said cityhood?

The revival of the CSIS was in the context of the DILG's direction towards opening up more spaces for people participation in governance, to ensure more transparent, accountable and highly performing local governments.

The CSIS or Citizen Satisfaction Index System, a component of the Local Governance Watch program which was launched in 2012, is seen as a starting point for citizens and civil society organizations to exact accountability from local officials on service delivery performance. True enough, the current clamor to make the officials accountable for their actuations in government is a good indication of people awareness of accountability.

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The Mabalacat City Government employees will lead a tree planting activity today, from 6 a.m. to 8 a.m. at Barangay Cacutud, SCTEX exit beside the Kamikaze Shrine along MacArthur Highway. The City Agriculture Office is spearheading this worthy project.

Published in the Sun.Star Pampanga newspaper on July 11, 2014.


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