The Anti-Red Tape Authority (ARTA) and the Department of Information and Communications Technology (DICT) have rolled out the electronic Complaints Management System (eCMS) 25. This AI-powered platform streamlines the process of reporting grievances against government services.
The eCMS works by automatically routing complaints to the appropriate national agency or local government unit (LGU). This aims to reduce delays and improve response times, with each submission given a tracking number for transparency.
As per ARTA Secretary Ernesto Perez, the system leverages existing Committees on Anti-Red Tape, which are present in government offices nationwide. Perez noted that over 99 percent of complaints are addressed promptly at the committee level, with only 0.7 percent requiring formal investigation.
DICT Secretary Henry Aguda highlighted the real-time dashboard built into the system, which gives agencies a clear overview of all complaints. This helps offices monitor performance, identify recurring problems, and detect possible irregularities in service delivery.
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