By Brian Campued
Filing and handling of public grievances against slow government services or corrupt bureaucratic practices have become faster and more efficient through the electronic Complaint Management System (eCMS) integrated into the eGovPH Super App.
The digital complaints platform was launched by the Anti-Red Tape Authority (ARTA) and the Department of Information and Communications Technology (DICT) through a live demonstration at the ARTA Innovation Hub in Quezon City on Wednesday.
The eCMS is powered by artificial intelligence and available 24/7 through “TALA” (Transparency, Accountability, Law in Action), the AI assistant that can process and analyze complaints in 13 Philippine languages.
Complainants do not need to type their grievances as the eCMS also allows voice chat, according to ARTA. Real-time monitoring and tracking of a complaint is likewise accessible through the eGovPH app.
The initiative also helps eliminate the need for people to physically submit a red tape experience at the ARTA office.
During the launching ceremony, ARTA Secretary Ernesto Perez said the eCMS affirmed the agency’s commitment to empowering the public and the government.
“The Filipino people deserve responsive, compassionate, and accountable public service,” he said.
Perez also expects that more complaints will be received through the eCMS due to its 24/7 availability.
“Nire-require natin ‘yung mga government agencies, kasama ‘yung local government units, mayroon silang Committee on Anti-Red Tape. So, ‘pag ibinato natin ‘yung concern, complaint sa kanila mabilis nilang maaksiyonan,” he said, noting a 99% resolution rate.
Meanwhile, DICT Secretary Henry Aguda said the eCMS is in line with President Ferdinand R. Marcos Jr.’s push for digitalization.
“Malinaw po ang utos ng Pangulo sa aming ahensiya: utilize the power of ICT in pushing a new era of governance—isang gobyernong tapat, mabilis, maaasahan, at bukas para sa lahat ng mamamayan,” Aguda said. (with report from Rod Lagusad / PTV News)
-jpv
