Filipinos with grievances about government services now have a new, automated way to get help. The Anti-Red Tape Authority (ARTA), together with the Department of Information and Communication Technology (DICT), has launched a digital platform called the electronic Complaints Management System (eCMS).
The system is designed to use artificial intelligence to make the complaint process faster and more efficient. It automatically routes public complaints to the correct government office for a quicker response.
ARTA Secretary Ernesto Perez stated that the eCMS leverages existing Committees on Anti-Red Tape, which are present in all national agencies and local government units (LGUs).
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“When a concern is forwarded directly to their committee, they are able to act on it much more quickly,” Perez said. He noted that this existing structure is why over 99% of concerns are resolved promptly. Only a very small fraction, about 0.7%, ever require a formal investigation.
The AI-powered tool assists users by automatically filling out forms and assigning a tracking number to each complaint for transparency. It operates 24 hours a day, ensuring complaints can be submitted and sent to the appropriate LGU at any time, cutting down on delays.
DICT Secretary Henry Aguda emphasized the system’s dashboard, which provides a real-time overview of all complaints. This allows agencies to identify common issues, monitor their performance, and detect any potential irregularities in service delivery.