Oracles

Thursday, 13 January 2011 00:00

Written by Louie C. Montemar

Oracles or barnacles? City government websites can either be mere static glyphs for the propagandizing of local chief executives or they can be dynamic tools for development. I argue this knowing well that out there in the real world are responsible IT practitioners who want to use their skills for truly meaningful work. But it appears a lot remains to be done.

An oracle is a place, person, deity, or answer that is a source of wisdom or of revelations from the Gods. Today, in the urban desert of Manila, we may have electronic oracles accessible in our homes, schools, places of work or through those ubiquitous internet cafes. The availability of information technology in our urban centers is a matter that has yet to be fully maximized. How can we use such technology and related resources for good urban governance? If one has need of information about city governance concerns, where can we turn too? Consider the DILG and the seventeen City Governments in Metro Manila, what is out there about them in the virtual world?

Following Verma and Kalra’s ideas in "Designing e-ffective Websites for e-governance,” a government website may be designed with key characteristics in mind. First off, like other websites, government sites should have defined objectives and have a target audience. It could aim to promote a cause, introduce a certain scheme or service, announce a government event or could be a portal relating to key concerns like local businesses. The objectives for the creation of the website should be clear as content for the audience is defined by those objectives.

Verma and Kalra point out that “the real purpose of e-governance websites gets served when the common citizen does not have to run-around Government offices and wait in queues to get application forms and other relevant information regarding various schemes and services.” With support from other governance infrastructure, such as pertinent legal frames, online transactions with governments may now be carried out. At the very, very least, “it can prove extremely useful if government statements are posted on the website so that the concerned citizens are able to get the required and authentic information from a single source.”

Interface design of websites must be user-friendly. The “entire effort in posting useful information on the website can go to waste if the visitor is not able to locate the same easily,” Verma and Kalra remind us. A website’s visitor must not be confused. The various content have to hyper linked with each other at all possible places. A site map could help a lot.

Next, there is the matter of the content being updated. Verma and Kalra put it well by pointing out that: “Even a perfectly designed website can turn out to be a disappointment for the visitors if the information on the website is not regularly updated.” Since a website is the reflection of the organization before the audience, it should be constantly updated especially considering that before daily printed news gets out, city governments can already post reports on their sites.

Ultimately, there is the need to promote government’s accountability towards the citizens. Hence, it is extremely important for a publicly funded website to be responsive to the visitors. Are queries, suggestions and grievances submitted through the web site attended to? How and with what attention? How prompt is the response? Is there a response mechanism is in place?

To look at the city government websites in Metro Manila, I formulated a series of simple Yes-No type of questions related to the general concerns or criteria mentioned above. This list of ten questions is not meant to be comprehensive or exhaustive but they should give us an idea of the kind of “E-Governance” that we currently have in our cities in Manila: Does the LGU have a web site? Is it active? Does it offer data that is informative or service and issue-oriented? Does it provide agency service features or portals for processing requests for service and citizen/public assistance? Is the language understandable? Is the site easy to navigate? Are the features easy to use? Has the site been updated recently (at least a month ago)? Is it “Wiki-ed” (can visitors contribute content or updates, or at least comment openly on the content)? Does the site allow for, at least, online discussion as a means of gathering feedback? Do the features of the site work and/or is the site responding to visitor queries and requests for service?

Using a simple scoring system based on these eleven questions, I assessed the features of the websites of the seventeen cities that comprise Metro Manila. I am thinking of presenting a paper on this for a conference. But just to share my initial findings, let me point out that the local governments of Quezon, Mandaluyong, Makati, Paranaque, Muntinlupa have the “best” websites of the seventeen city governments. The “worst” sites belong to Taguig, Las Pinas, Malabon, Marikina. To be more precise, Malabon does not have a website, while those of Marikina and Las Pinas were inaccessible (perhaps under construction?). So Taguig would have the worst existing site really. Check it out. It’s nothing but a glorified Bulletin Board for Bidding on City Projects. The site makes one ask, is public bidding the most important concern of a City Government? One good thing about said website perhaps is that you barely see the name of the City Mayor in the posted documents.

It is unsettling that some of the sites appear to have been designed mainly as a promo for their mayors (and they appear to be the least aesthetically pleasing too). On the plus side, most really have information on Business processing for prospective investors or entrepreneurs. Many are designed to highlight issues and concerns in local development and governance. But much can still be done and improved. For instance, all the websites (except one) contain no links to local ordinances. None of the city governments seem to be concerned about informing the public on local laws, rules and regulations. Only Mandaluyong has uploaded the copy of an ordinance—and it’s about traffic management. More can be shared our dear local executives—more should be shared if you want more proactive citizens. Pateros should be commended for having a Citizen’s Charter and a fully downloadable one at that!

To close this section on a more positive and constructive note, let me cite two comments from my students whom I asked to review their respective City’s government websites. One was beaming as she wrote: “I can say that QC’s website is indeed very helpful and it contains relevant and valid information. In addition, I can say that QC’s website is user-friendly and easy to navigate. It is also very easy to find. Overall, I can say that QC’s website is one of the best websites among cities in Metro Manila.” Another shared: “Dapat po, sa palagay ko, na i-Filipino ‘yung wika sa website para mas maraming makaintindi at makagamit nang wasto ng mga detalyeng nakikita sa web.” Tumpak.
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Here are some of my initial observations about each Metro Manila government website:

Caloocan. Has a "HOTLINE" but I can't say how 'Hot' it really is. I am tempted to try it out... Business permit application forms are downloadable. To that extent, it is “business-friendly” therefore. There is a link to City Ordinances! But it’s a dead link. Of course, who can miss the bemoustached picture of its local chief executive strategically placed.

Las Pinas. This account has been suspended. ‘Di nagbabayad sa Web Host? O nagpo-post ng illegal materials?
Makati.[http://www.makati.gov.ph/portal/index.jsp] The site looks good. Clean design. “Professional” in appeal. Brimming with information. It is accessible fully only to those who register however. Helplines are flashed clearly. You should register to make it not just a city government website — but your Community Website! Business-friendly.

Mandaluyong. Barangay contact persons and numbers are available. The information on barangays could be helpful. But it is irritating to realize that it might be the picture of the Mayor that you’ll first notice in the site (unless you’re an avid supporter of course). It is notable that of all the sites visited (my first visit), only this site had a local ordinance uploaded in it—but only one, and it’s on traffic management. Business-friendly.

Manila. I am sure many will first notice the Mayor’s pics splashed and flashing on the screen. Much of the postings are “Mayor-centric.” Moreover, the layout and design is a case study in how to develop eye strain. Am glad they at least didn’t use “Wingdings.” The website though is regularly updated it seems. Lots of info. Somewhere in the site, it boasts of a mere “15 Minute Registration” period for businesses. Would someone care to test this claim?
Marikina.[http://www.marikina.gov.ph] Inaccessible or unavailable. Hello Marikina City government... My friend and former student at the UST, Marikina Barangay Councilor Ginno Jaralve, might find this interesting given that he is a very active Netizen.

Muntinlupa. The Mayor is not a very prominent item in the posts and pics. Loaded with information! Good clean design. When I first visited the site, it had a “search box,” but it didn’t work, at least when I tried using it. Business-friendly by our reckoning. Excellent site, especially given it contains copies of local ordinances and links of local issues and concerns. Would tie with Quezon City as the best Metro Manila City government website.

Navotas. The third city with no website. Sa Internet, lungsod na butas. As some youngsters would put it: “‘Nuff said.”

Paranaque. With a clean and lively design, the Paranaque website appears business-friendly. It even has a clickable link for sending messages to the Mayor (try to connect to your Mayor and please give us feedback). An interesting information uploaded are the accomplishment reports (2004-2010). The pages on the Barangays could be made more substantial though. Purportedly, signing up or registering as a site member (like in the case of Makati) brings you free news services and alerts.
Pasig.[http://www.pasigcity.gov.ph] Business section was “under construction” when I visited (several times in two weeks). Nice photos, but lacks attention to business matters. Promotion of “culture” appears to be the focus. Even has barangay maps as “pop-ups” but does not provide barangay narrative profiles. Notably, it has a “Set an Appointment” link and “Online Services” link. Forms are downloadable. Senior citizens may register online! But these portals or links are still under construction. Let’s hope these are made operational eventually.

San Juan. Business-friendly. Had notable content the first time I visited it. Later, some of the pages were stricken out—updating? The homepage is static and dry, with ‘dead pictures’ or dead links. Has “program of action” documents and accomplishment reports uploaded but are not so very recent. Has a link to former San Juan Mayor (now Representative) JV Ejercito’s site. Rep. JV’s site looks much, much better than the city government’s site. One very noticeable thing about the San Juan government website: It doesnt follow F-rule in designing the layout of a webpage.

Valenzuela. Business-friendly, minimally, as it provides basic info needed by potential investors or entrepreneurs. When you click on “Services”, you get a blank red page though. Lots of info but no contact numbers; “feels” like a blog.

Pasay. Business-friendly. Has a site or page for a forum that requires registration. Notably, it has virtually nothing on its constituent barangays.
Pateros.[http://www.pateros.gov.ph] Looks like a school website or a site for kids. Cool. This could be a positive thing as it may be more ‘welcoming’ to new visitors. Business-friendly. Lots of information but the barangay links are not yet fully operational. The best thing about it is that it provides a link for the downloading of the Pasay City Citizen’s Charter! Only Pateros has done this. Very good sign of a concern for good governance, if you ask me.

Quezon City. Very good design! Layout and design elements make the site appear very professionally done. Very issue-oriented in content; for instance, “environmental concerns” are shown in a box. Even copies of key speeches and official pronouncements or presentations of the Mayor (e.g., the SOCA) and local government reports are available (but needs to be updated perhaps). Very business-friendly. Over-all, by my initial assessment, the best local government site in Metro Manila along with that of Muntinlupa.

Taguig. The Taguig website has nothing much to say but I have much to say about it. A “Welcome to Taguig City” banner is very prominent in the homepage. But that’s all there is basically. There is nothing but a “Home” and “Bidding Opportunities” link. You won’t see a picture of the Mayor in the site. The Mayor’s name is hardly found in the uploaded documents. “Jose Luis G. Montales, BAC Chairman and OIC, Office of the City Administrator,” is the more prominent city official and post mentioned in the uploaded documents. There is even NO INFORMATION on how one can contact the site administrators or the City Government — not even a telephone number or an email address for reference. No links to Business concerns — business unusual? Site is good for project bidders , bad for other business concerns in general. If Quezon and Muntinlupa Cities have the best sites, this one is, hands down, the worst. Or were they simply being minimalist?

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