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Project Brief

Provision of municipal services is a continuing challenge for municipal governments in developing countries. It is imperative to strengthen municipal governments' capacity to deliver these services.

In December 1997, ADB initiated a regional technical assistance - Enhancing Municipal Services Delivery Capability or Benchmarking Project - Phase 1 - to examine the use of modern management techniques such as Benchmarking and Continuous Improvement.

Phase 1 established that Benchmarking and Continuous Improvement techniques are useful to:

• improve quality and coverage of services
  The City of Colombo, Sri Lanka, updated its by-laws relating to littering and dumping and promoted awareness through media.

• promote customer orientation
  Cebu City of the Philippines established a new Customer Service Center and put-up public radio broadcasts for complaints.

• enhance revenues
  Bangalore City Corporation of India undertook full revaluation of all commercial and residential properties that expected a yield increase of US$4,000,000.00 and US$20,000,000.00, respectively, per year in tax revenues.

The Benchmarking Project – Phase 2 will sustain the gains in Phase 1 and attempt to instill a culture of progressive change using the techniques of benchmarking and continuous improvement.

Objectives

• build the capacity of the participating municipalities to drive and implement change
• establish a mechanism for participation and feedback from the community
• expand the network of municipalities to facilitate comparing performance indicators, sharing experiences, and learning good practices in municipal services delivery

Municipal Services

Bangalore City Corporation has adopted Nirantara (improvement) as their slogan for its service improvements. Currently it is implementing their improvements on footpath maintenance and construction of community toilets using city resources. Further, it plans to improve its services on food safety, property tax and billing collection, and solid waste disposal.

Cebu City agreed with its satellite cities in the Philippines to improve and benchmark services on acquisition of land for socialized housing and procurement procedures. Cebu City also has some 60 internal service improvements on-going. To support its efforts, the City has established the Service and Procedure Rationalization in Government (SPRING) Office to act as its resource center.

Colombo Municipal Council identified food safety and city beautification as their key services to be improved.

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