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Service Delivery

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

Thank you
and God
Bless!

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