in City Government By: Manuel L. Hermosa, Ed.D DBA Student Presented to/for:
Dr. Sonia Dela Cruz
(Service Management Professor) Introduction Service delivery is an essential function in the relation between government bodies and citizens. Introduction Customers have a right to demand services from their suppliers that meet their needs fasts, accessible of good quality and at modest cost, and all wrapped in friendly treatment. Good quality and affordable service delivery is also a condition for the good image of government. The meaning of good service delivery for the image that citizens have of the government is not always valued fairly. Introduction To many citizens their local government is the tangible form of government; it is also the layer of government with which they have most contact in their everyday life. commitment to the importance of good friendly service delivered by administration and management is an important factor in the creation of an own role and the success of future initiatives. Service Delivery as Key SOCIAL TaskAREAS Education and schooling Social security and basic provisions Legal protection Housing for the less advantaged Service Delivery as Key 1.Task Citizens Satisfaction 2. Trust 3. Reliability 4. Legitimacy Service Delivery as Key 1.Task Citizen Satisfaction 2. Trust 3. Reliability 4. Legitimacy Service Delivery as Key 1.Task Citizen Satisfaction 2. Trust 3. Reliability 4. Legitimacy Service Delivery as Key 1.Task Citizen Satisfaction 2. Trust 3. Reliability 4. Legitimacy What is Service Delivery? 1. Direct, indirect, individual, and collective services What is Service Delivery? What is Service Delivery? What is Service Delivery? What is Service Delivery? What is Service Delivery? What is Service Delivery? 2. A Closer look at service delivery The Network of Citizens & Government Forms of Service Delivery 1. Interactions, counters and procedures 2. Counters (or desk) 3. Procedures 4. Information function 5. Internet and mobile information provision Forms of Service Delivery 1. Interactions, counters and procedures 2. Counters (or desk) 3. Procedures 4. Information function 5. Internet and mobile information provision Forms of Service Delivery 1. Interactions, counters and procedures 2. Counters (or desk) 3. Procedures 4. Information function 5. Internet and mobile information provision Forms of Service Delivery 1. Interactions, counters and procedures 2. Counters (or desk) 3. Procedures 4. Information function 5. Internet and mobile information provision Forms of Service Delivery 1. Interactions, counters and procedures 2. Counters (or desk) 3. Procedures 4. Information function 5. Internet and mobile information provision Forms of Service Delivery(Sample) Electronic access; Electronic authentication: the internet allows confirmation that a person or organization is who they say they are; Unequivocal numbers: in communication with an organization or person one number can be linked to the authentication; Basic registration: gathering all information which belongs together in one place; Information exchange: internal municipal information provision on one file, one case, and one person. Do not burden customers with this information exchange. Quality and Quality Control 1. Service Standards
Standards can relate to various
factors: 1.1. Time:, 1.2. Codes of conduct: 1.3. Physical appearance and service: 1.4. Accessibility:; 1.5. Due consideration: 1.6. Information provision Quality and Quality Control 1. Service Standards 2. Charters Quality and Quality Control 1. Service Standards 2. Charters 3. Benchmarking Approaches and Organization 1. Organization Approaches and 2 Organization 1. Organization 2. Customer contact Approaches and 2 Organization 1. Organization 2. Customer contact 3. Cooperation Approaches and 2 Organization 1. Organization 2. Customer contact 3. Cooperation 4. Education and Training Approaches and 2 Organization 1. Organization 2. Customer contact 3. Cooperation 4. Education and Training 5. Planning and control Service Delivery in City Government