NAGA CITY- E-GOVERNANCE

Local government units have much to learn from Naga City's program to use
information technology tools to improve governance.
Reuel Oliver, representative of Naga City Mayor Jesse Robredo, said use of the
Internet and mobile technology to improve service delivery to Naga's constituents
started as early as 1997 when the city's Web site was first launched.
Another reason for tapping technology to promote people empowerment came after
Robredo realized that not all of his constituents were being given a chance to air
their opinions on the city government's programs. This, despite regular forums
where nongovernment organizations and other groups were asked to help in the
policy-making process of the local government.
The solution came when Robredo decided to use the Internet and mobile phone
technology to spread information about Naga City's programs, receive complaints
and even deliver services.
Naga's i-governance initiative

has both online and offline features. Online, Naga residents can browse
the city's Web site (www.naga.gov.ph) and find information about the city's
tourist spots as well as Naga's various awards and governance initiatives. The
Web site also promotes community through news features, fora and live
Webcasts of important events.
One unique feature of the site is the Serve Naga component, which is a
tool for pinpointing accountability in service delivery. After sending comments
and complaints online or through the TXTNaga service, residents can then
follow-up if the complaint has been acted on by monitoring forum threads on
the Web.
Another feature of the Naga Web site is its Share Naga component, which
posts ordinances and executive orders, procurement and outcomes as well as
budget and finances.
posting procurement projects has led to a decrease in procurement costs for
the city government.
Offline, residents can turn to the Naga City Citizens Charter, which is a
guidebook on the local government's key services. The guidebook offers stepby-step instructions on how to use each service, the standard response time
for its delivery, and the city hall officers and staff responsible for its
operation.
In 2006, it won the "Most Business Friendly City" award from the Philippine
Chamber of Commerce and Industry, which elevated it to the Hall of Fame
after winning the award for three consecutive years.
Naga is also a Hall of Famer of the Asian Institute of Management-Ford
Foundation Galing Pook (Innovations Program) Award and the Presidential

Gawad Pamana ng Lahi Award of the Department of Interior and Local

Government.