The Philippines unveiled another digital platform to streamline complaints against government inefficiency and corruption, now featuring artificial intelligence.
The Anti-Red Tape Authority (ARTA) and Department of Information and Communications Technology (DICT) on Wednesday launched the Electronic Complaints Management System (ECMS), designed to accelerate the resolution of citizen complaints utilizing AI.
“The ECMS is now packed with powerful features to transform how concerns are handled across government. We are providing a digital platform that will listen to concerns or complaints, not only listening to them but addressing them, ensuring that their concerns will be properly addressed, monitored until it is resolved,” Perez said.
Integrated into the eGovPH Super App, the ECMS allows Filipinos to file grievances anytime, anywhere, using their smartphones.
It features an AI-powered virtual assistant called TALA (Transparency, Accountability, and Law in Action), supporting 13 local languages with 24/7 availability to guide users in their preferred language.
To reduce processing time, the system automatically generates complaint forms, assigns tracking numbers, and routes cases to the relevant agencies, significantly reducing processing time.
The EMCS is also featured with digital signatures via the Philippine National Public Key Infrastructure (PNPKI) to enhance security and authenticity.
“With this platform, citizens are provided with a more convenient way to voice their concerns,” said DICT Secretary Henry Aguda.
“While agencies are empowered to act with greater speed and responsiveness. The DICT will continue to work closely with ARTA in strengthening and sustaining the ECMS, as well as in advancing digital transformation across the bureaucracy,” Aguda added.
The ECMS is now live and accessible to the public through the eGovPH mobile app at arta.gov.ph where citizens can file and monitor complaint status, follow up and receive updates.
ARTA has also announced plans to roll out training programs across government agencies to ensure full adoption and efficient operation.
As the government continues to push for digitalization, the ECMS represents a concrete example of how technology like artificial intelligence can be harnessed to promote good governance and combat red tape.
“The ECMS is a milestone in our continuing journey towards a more responsive, transparent, and citizen-centered government. This system is not just a technological innovation; it is a symbol of our resolve to empower the Filipino people,” ARTA USec. Genesis Abbott said.
