Conveying Complaints Via EMAIL/SMS

ABOUT THE SERVICE

INDIVIDUALS MAY convey their complaints, feedbacks, requests for services on all aspects of city government operations e-mail or SMS. Improving access to the city government by individuals through various information and communications technology (ICT) tools is part of the i-Governance’s objective to continually engage Nagueños in governance mechanisms so that they city government can enhance operations and improve service delivery.

The City Mayor and the i-Governance Program Office track and monitor complaints sent though text or e-mail.

HOW TO AVAIL OF THE SERVICE

FOLLOW THESE STEPS IT WILL TAKE YOU PLEASE APPROACH
Complaints/ Suggestions sent through e-mail:

1. Send Complain/Suggestion
Send an e-mail to the office concerned

(please refer to the city government directory for a list of e-mail addresses).

Furnish the City Mayor

(mayor@naga.gov.ph) and the i-Governance Project Office (igov@naga.gov.ph) a copy of your e-mail. This is for monitoring purposes.

Reply made within 24 hours from receipt of e-mail
2. Action on Complaint/Suggestion

The City Mayor, city government offices and the i-Governance Project Office check their e-mails at least once a day.

The City Mayor call the attention of he office concerned; and coordinates efforts to address the complaint/suggestion.

Reply made in 24 hours from receipt of e-mail JOHN G BONGAT
City Mayor

CITY GOVERNMENT OFFICE CONCERNED

HUBERTO I. URSUA
i-Governance Program Director

Complaints/Suggestions sent through text:

1. Send Complaint/Suggestion

Send your message to 0917-TXTNAGA or 0917-8986242. Your message will be routed to the city government’s dedicated SMS server.

If you are requesting for a service, please include your name and address in the text message. Doing so will allow the city government to attend to your request sooner.

2. Message Acknowledgement

You will receive a pre-composed message from the city government to acknowledge receipt of your complaint or suggestion.

3. Action on Complaint/Suggestion

The city government’s SMS server forwards all messages to central receiving at the City Mayor’s Office. He/She, then, forwards them to the concerned office, and coordinates efforts to address the same.

Threads of all received messages, as well as office replies, are kept to monitor whether action  on complaints and suggestions had already been taken.

Action and/or reply made within 24 hours from receipt of message.

You may get a series of messages to update you on action taken by the responsible office

John G. Bongat
City Mayor

CITY GOVERNMENT OFFICE CONCERNED

Huberto I. Ursua
i-Governance Program Director

i-GOVERNANCE OFFICE
G/F Raul .S. Roco Library Bldg., J. Miranda Avenue,
Concepcion Pequeña, Naga City
For more information, please contact:
Huberto I. Ursua, i-Governance Program Director
Tel No. 881-0441
E-mail: igov@naga.gov.ph