Camille Naredo

Members file claims forms at the  at the Social Security System (SSS) main office in Quezon City. 

Members file claims forms at the  at the Social Security System (SSS) main office in Quezon City. Jonathan Cellona, ABS-CBN News

Article (news)

Carlos Trazo

ABS-CBN News

MANILA — The Anti-Red Tape Authority (ARTA), in partnership with the Department of Information and Communication Technology (DICT), has rolled out its electronic Complaints Management System (eCMS), a digital platform designed to automate and fast-track the handling of public complaints across government agencies.ARTA Secretary Ernesto Perez said the system boosts efficiency by tapping into existing anti-red tape committees in both national and local government offices.“Kasi nire-require natin yung mga government agencies, kasama yung local government units, meron silang Committee on Anti-Red Tape,” Perez said. “So kapag ibinato natin yung concern complaint sa kanila, mas mabilis sila naaaksyunan. Kaya on record, more than 99 percent yung resolution ng concern kasi inaaksyunan nila kaagad eh.”Perez added that only 0.7 percent of complaints escalate into formal investigations, highlighting the importance of immediate action.The eCMS uses artificial intelligence to fill out forms, forward complaints to the appropriate LGUs, and assign tracking numbers for transparency. The system runs 24/7, allowing faster response times and reducing delays.“Mas mabilis sana kung maaaksyunan kaagad kasi 24/7… The use of artificial intelligence ay kaya niya ng sagutin, siya na rin ang magfi-fill up ng form, tapos siya na rin ang magbabato sa mga LGU,” Perez said.DICT Secretary Henry Aguda highlighted the system’s dashboard feature, which consolidates complaint data in real time. This helps agencies identify trends, monitor service delivery, and flag possible irregularities.“Makikita nila ngayon itong mga nagrereklamo, saan nanggagaling, sino ba yung naseserbisan nang mabilis,” Aguda said. “Kapag may nakita kayong kalokohan, i-report niyo na rin through the system.”ARTA said the eCMS marks a major step toward improving transparency, accountability, and efficiency in public service.

The Anti-Red Tape Authority (ARTA), in partnership with the Department of Information and Communication Technology, has rolled out its electronic Complaints Management System (eCMS), a digital platform designed to automate and fast-track the handling of public complaints across government agencies.

The Anti-Red Tape Authority (ARTA), in partnership with the Department of Information and Communication Technology, has rolled out its electronic Complaints Management System (eCMS), a digital platform designed to automate and fast-track the handling of public complaints across government agencies.

AI-powered complaint system launched to fast-track handling of public grievances in gov't services

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AI-powered complaint system launched to fast-track handling of public grievances in gov't services

Carlos Trazo,

ABS-CBN News

Published Sep 10, 2025 11:46 PM PHT

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DICT

ARTA

eCMS

Anti-Red Tape Authority

Department of Information and Communication Technology

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