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Project Implementation

We will implement the Project in four stages:

• Stage 1
  Laying out the foundation for successful benchmarking to include commitment building, organization, and training of participating municipalities.

• Stage 2
  Investigate current situation and generate new solutions.

• Stage 3
  Establish partners and generate feedback.

• Stage 4
  Sustain and disseminate results of benchmarking and continuous improvement techniques.

Stage 1

Laying out the foundation for successful benchmarking to include commitment building, organization, and training of participating municipalities.

Major Activities :

Commitment building with participating municipalities

Crucial to the Project's success is the clear understanding and active involvement of municipal leaders, their commitment to change and continuous support.

Organization of Municipal Steering Committee and Coordinators

The Steering Committee will oversee the process, prioritize and approve improvement proposals, and regularly meet with the municipal staff involved in the Project to sustain their interest. The Committee will be chaired by the mayor or commissioner, and consist of senior management staff, selected municipal councilors, and community and NGO representatives.

The Coordinators will be designated as benchmarking coordinators/team leaders for each municipality. They will be trained on benchmarking and continuous improvement techniques and lead improvement teams to study selected services and identify change proposals. They will also establish communication lines among Project partners.

Select municipal services to be studied

The services to be selected will have a demonstrable and direct impact on the living conditions of the poor. The services, preferably, will be common for all participating municipalities for purposes of comparison and benchmarking. A minimum of two services will be studied during the Project.

Gather baseline data for services to be studied

Participating municipalities will gather baseline data on the selected services to be analyzed. This data will be the basis for the performance measures of service delivery improvements.

Identify Benchmarking Partners

Models of good practice on the selected services will be identified to serve as benchmarking partners for participating municipalities.

Develop training materials

ACIG, in collaboration with ADB, will develop the training materials for benchmarking and continuous improvements. Other training activities will also be developed as needed.

Train Benchmarking Coordinators

• Core Municipal Coordinators
  The selected benchmarking coordinators from the core municipality will undergo training to acquire skills in performance measurement, team management, and application of benchmarking and continuous improvement techniques in municipal service delivery.
• Satellite Municipal Coordinators
  This Benchmarking Project - Phase 2 will allow the use of benchmarking coordinators from the core municipalities to provide leadership and train the coordinators of the satellite municipalities. In this process, the capacity and motivation of the core municipalities will be improved, and they will be encouraged to become a visible change champion.

Stage 2

Investigate current situation and generate new solutions.

Launch Improvement Teams and Propose Service Improvements

The benchmarking coordinators from core and satellite municipalities will then train their municipal improvement teams. They will lead the improvement teams to study and analyze selected services for improvements.

The municipal improvement teams then improve existing services and compare service delivery processes with other municipalities. These changes become the basis for an organization-wide approach to identifying and implementing improvements in services, processes, and performance.

Stage 3

Establish partners and generate feedback.

Benchmarking with International and Cluster Cities

The identified benchmarking partner will serve as speaker during the training of coordinators. They will transfer knowledge, share training opportunities, compare experiences, and teach innovations and good practices on municipal service delivery.

This benchmarking partner may also open possible twinning or sister-city arrangements with the participating municipalities.

Conduct Report Card Surveys

The Report Card Surveys will obtain customer feedback on service delivery performance and monitor service improvement. Knowing customer needs is important in effective service delivery and serve as a driver for change.

These surveys will be conducted in close coordination and participation from the various community stakeholders, including non-government organizations, and the media.

Stage 4

Sustain and disseminate results of benchmarking and continuous improvement techniques.

Sustainability and Institutionalization

Sustainability of these techniques will be done by institutionalizing and creating a visible culture of leadership for change by municipal officials.

Dissemination of Results in the Asian Mayors' Forum

Results of service improvements of participating municipalities will be presented during the Asian Mayors' Forum. This is a venue to share experiences and innovations on service delivery.

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