A Citizens Charter for Biguenos

A CITIZENS’ CHARTER FOR BIGUENOS

Geozita A. Haygood-Guerrero, Planning Officer II

As Vigan City celebrates the 250th anniversary of its cityhood, the city government launches another milestone in its history—the Citizen’s Charter, a tool for facilitating the delivery of services to citizens with specified standards, quality and time frame, with commitments from the different departments of the city government and its clients. The term ‘Citizen’ in the Citizen’s Charter implies the clients or customers whose interests and values are addressed by the Charter.

The city government of Vigan has always endeavored to serve its constituents better and continually aim to do so. The Citizens Charter is the latest manifestation of this commitment. In establishing the Charter, the government took measures to cleanse and motivate civil service. Adopting a stakeholder approach, it ensured transparency and the right to information, making administration accountable and citizen friendly.

The Charter describes the services provided by the city government. Written for the clients’ benefit, the services are presented with a detailed description with a step-by step guide on how to use the service, the standard response time for its delivery, and the persons responsible for its operation. This information is complemented by a list of required documents and fees that a customer must comply with to facilitate service delivery. Sketched maps of the location of the department handling the service further enhance the charter.

The Citizens’ Charter highlights this administration’s commitments towards its clients ,and responsibility amongst its officials and staff. This is not a legal document creating rights and obligations. It is meant to promote fair practices and to give information with respect to various services provided by the city government. The Performance Pledge from each office serves as a contract by which clients can gauge whether they are being given quality services and pinpoint people responsible for ineffective service delivery as a basis for grievances.

Mayor Medina believes that the ability to achieve the city’s vision largely depend on the satisfaction of those it serves. A satisfied customer is an ambassador in developing and promoting a city.

With the Citizens Charter the city government looks forward to share with the Biguenos a mutually beneficial relationship.