Since 2014
Citizen Satisfaction Index System (CSIS) Implementation in Santiago City, Isabela
Asian Review of Public Administration
View Archive Info| Field | Value | |
| Title |
Citizen Satisfaction Index System (CSIS) Implementation in Santiago City, Isabela
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| Creator |
Carinugan, Joan
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| Subject |
public administration; local governance
public administration |
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| Description |
One of the claimed advantages of decentralization is that it increases the potential for good governance that can lead to improvement in services for citizens (Smith 1985; Ford 1999; UNDP 2005; Natividad 2005; Turner, Hulme & McCourt 2015). According to theory, decentralization can bring increased accountability and closeness to decision-making. Citizens are able to influence their political leaders and participate in determining resource allocation and the implementation of policies. They can also monitor the performance of government. Various methods have been used to facilitate such citizen participation including citizens’ charters, citizen scorecards for services, and citizen budget monitoring. This research note examines the application of another tool for citizen participation in service delivery. From the web-based self-assessment tool, Local Governance Performance Management System (LGPMS) pioneered by the Department of the Interior and Local Government (DILG) in the Philippines, another tool has been developed to gather citizens’ perspectives on the reach and quality of basic public services. This Citizen Satisfaction Index System (CSIS) applies quantitative research methods to data acquired through face-to-face interviews with respondents (DILG-BLGS 2014). It gauges citizen awareness of and satisfaction with various local government services that are aimed to improve their socioeconomic wellbeing. The information gathered through application of the CSIS can be used to improve services and enable the voice of citizens to influence government actions. This study examines the application of CSIS in Santiago City in the north of the Philippines.
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| Publisher |
Eastern Regional Organization for Public Administration (EROPA)
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| Contributor |
—
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| Date |
2017-08-01
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion — — |
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| Format |
application/pdf
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| Identifier |
http://journals.sfu.ca/arpa/index.php/arpa/article/view/54
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| Source |
Asian Review of Public Administration; Vol 26, No 1-2 (2015): New Public Management in Asia; 32-38
2094-408X 2094-408X |
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| Language |
eng
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| Relation |
http://journals.sfu.ca/arpa/index.php/arpa/article/view/54/48
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| Coverage |
Asia Pacific region
21st century — |
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| Rights |
Copyright (c) 2017 Joan Carinugan
http://creativecommons.org/licenses/by-nd/4.0 |
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