ARTA introduces electronic complaint management system
THE Anti-Red Tape Authority (ARTA) said it has introduced a digital system that will field complaints to the public on needlessly complex government transactions.
At the soft launch of the system on Monday, ARTA Deputy Director General Eduardo V. Bringas said the eARTA Complaints Management System is intended to bring about a zero backlog in the handling of complaints about government services.
Mr. Bringas said that the system will fully automate the process of filing and handling complaints by the end of the first quarter.
“(This) will allow citizens to file a complaint in the comfort of their own homes and (achieve) zero backlog (at) ARTA,” Mr. Bringas said.
ARTA’s partner in developing the system is Multisys Technologies Corp.
“ARTA and its private partner have developed an electronic platform to be used by government agencies for a seamless and faster referral and handling of complaints,” Mr. Bringas said.
Mr. Bringas said the system supports electronic ticketing, paperless filing of complaints, a dashboard for real-time monitoring and updates, and short message service (SMS) notification.
Government agencies that are pre-registered for the system include the Bureau of Internal Revenue (BIR), the Department of Environment and Natural Resources (DENR), Bureau of Customs (BoC), the Department of Public Works and Highways (DPWH), and the Department of Agrarian Reform (DA).
Mr. Bringas said the public can still file complaints against government agencies that are not registered in the system, adding that ARTA will notify the agency of the complaint. — Revin Mikhael D. Ochave
