Imagining the improved citizen experience

By Lcid Crescent D. Fernandez

I believe that the foundation of every government is its people and it is imperative that the public’s best interests be served. While this logically means putting the needs of the people first, that’s not always the case given the outmoded processes and bureaucratic web of steps that we civilians go through. The average experience of the general public (mine included) suggests we still have a few more years of work before we can truly achieve this.

In my previous column, I talked about the LGU of Maasin and how it bravely embraced the challenge of becoming the first-ever Smart LGU in Western Visayas. This time, let’s ask a more practical question from the perspective of the recipients: how do Smart LGUs bring government services closer to the people? In this fourth installment in my series on building Smart Cities, I want to highlight the need for systems that not only improve service delivery but also promote transparency, accessibility, and accountability: the qualities that define a Smart local government.

Building a Smart City is not just about faster computers or digitized records. It’s about reimagining how citizens’ quality of life can be improved. In such a system, requests, payments, and applications can be handled remotely, cutting down barriers and saving valuable time. Dozens if not hundreds of hours are saved each week from queues (and that alone should be enough to justify the process).

Take something as ordinary as applying for a permit or clearance. From what I’ve seen and personally experienced, this used to mean half a day or more spent lining up at the municipal or city hall. In a Smart LGU, those same transactions can now be done from home or on a smartphone.That shift is not just about efficiency; it changes the very way citizens experience government. Responsiveness improves through quicker feedback and processing, while safety is strengthened with real-time updates during emergencies.

Mobile portals like eGov apps and SMS services make things even easier. Residents can access forms, receive updates, and pay fees wherever they are. What once took weeks of waiting can now be finished with just a few buttons, thanks to automated workflows that speed up approvals and document releases.

Citizens get a new level of convenience with real-time tracking. Instead of calling or visiting multiple times to check on an application, citizens can now log in and instantly see its status. Behind this is a bigger change: essential services like health, business, treasury, and social programs are being linked on one platform. This integration spares people the frustration of going from office to office just to complete a single task.

Inclusivity is another key promise of a Smart LGU. I’ve spoken to many residents from far-flung barangays who are disconnected from many of these services. It is these families who stand to benefit from cloud-based systems and digital kiosks that bring governance closer to them. More than simply availability, these Smart solutions offer dashboards and public portals that give everyone visibility into government projects and expenditure, building greater confidence and trust in local government.

Looking ahead, I see smart systems as the building blocks of truly Smart Cities. This is why I believe smart solutions like The Prominent are so important. They help LGUs overcome the barriers of distance, delays, and inefficiencies that too often get in the way of good public service. More importantly, they place citizens at the very heart of governance.

The innovations we hope to see: remote access, real-time data, integrated systems, are just the beginning. The real test will be how well local governments sustain the changes, scale them to meet growing demands, and ensure no one is left behind. If we continue on this path, we won’t just be talking about efficiency; we’ll be talking about communities that are more connected, resilient, and people-centered than ever before.