Arta launches new AI-powered complaint management system

The Anti-red Tape Authority (Arta) on Wednesday launched their new artificial intelligence-powered electronic complaint management system (E-CMS) as part of its bid to make the filing and handling of complaints against unnecessary bureaucracy easier and more accessible.

Arta Secretary Ernesto Perez launched their E-CMS, a web-based platform accessible by the public where they can submit complaints and track the progress of their cases

READ: PH gov’t rises in global anti-red tape ranking to 49th – Arta

“For too long, the process of reporting inefficiencies, whether excessive delays, improper conduct, or red tape, has been cumbersome, time-consuming, and discouraging. Today, with the launch of the E-CMS, we are breaking down those barriers,” Perez said in a speech during Arta’s Ease of Doing Business Convention at the Sheraton Hotel in Pasay.

According to Arta’s records, complaints have been steadily increasing during the last several years.

The government body received 1,822 complaints in 2019; 3,283 in 2020, 3,813 in 2021, 4,144 in 2022, and 4,773 in 2023.

From January to October this year, their offices received 5,473 complaints in total.

Delayed services

On the sidelines of the event, Arta undersecretary Geneses Abot told the Inquirer that most of the complaints are about delayed government services and issuances.

“Usually, these are business permits. That is the most common complaint that we are receiving,” he said, adding that issuances of certificates and titles are also the subject of numerous complaints.

Asked about what is causing the increasing number of complaints, Abot said they believe that it is due to the growing awareness from the public that they can report such cases to the Arta and have it resolved through their channels.

In another interview on the sidelines of the same event, Philippine Chamber of Commerce and Industry (PCCI) Enunina Mangio told Inquirer that they hope that Arta’s new E-CMS will improve the ease of doing business in the country.

“There are so many concerns that have to be addressed. And the local government units do not even know these things,” she said, stressing that permits are the number one concern for them when it comes to red tape.