The graph in Figure B.1 shows
an example of how a local government can effectively adopt the process
approach. Usually, local governments use a government plan or development plan
to conduct their activities, which is why these guidelines recommend that Annexes A and B
be used to make a processes map that shows the interrelation of actions,
processes and a place where public servants can see their contribution in
achieving the objectives. The processes map should have an integral scope for
all departments.
Figure B.1 shows three types
of processes for local governments. The management processes define the type of
decision making, the agreements and the liaison with citizens and relevant
interested parties. The operational processes concern the core business of
government and the support processes focus on activities that help the operational
processes to work (e.g. resources, infrastructure).
The local government should
identify the needs and expectations of the relevant interested parties in order
to produce products and services for their satisfaction. In the graphic, there
is a special process for improvement. It is important this process includes top
management, customer/citizen and public servant participation.
Another fundamental element of the
processes map is citizen participation through independent and
institutionalized organizations that help the local government to improve
public policies, products and services. Annex C
has further information about ICOs.
