Citizen Satisfaction Index System (CSIS) Implementation in Santiago City, Isabela

Joan T. Carinugan, Ma. Rita A. Reario, Melody E. Lim and Maybelle Anog

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.