21 April 2022 – The e-ARTA Complaints Management System (CMS), the first of its kind in Philippine government, is now in its pilot run after it was officially launched by the Anti-Red Tape Authority (ARTA) on Tuesday.

The new system, which aims to automate ARTA’s complaints handling and filing mechanisms, is the agency’s response to the call of President Rodrigo Roa Duterte to government agencies to digitalize their services to make it more accessible and convenient for the public.

The e-ARTA CMS also aims to augment ARTA’s various other platforms in receiving and handling complaints. This, as more people are now seeking the Authority’s services to address their red tape problems.

Through the online platform, ordinary citizens can file complaints before ARTA. The e-ARTA CMS features an electronic ticketing system, paperless complaint filing, cloud storage for back-up, and SMS notification for complainants.

 

The Authority will also have access to an electronic dashboard where they can monitor real-time updates on filed complaints.

The new system also features active accounts of pilot agency’s Committees on Anti-Red Tape (CART) for quick response.

The e-ARTA CMS was formally donated by the Multisys Technologies Corporation to the Authority on 31 March 2022.

Secretary Jeremiah B. Belgica, ARTA Director General, led the official launch of the e-ARTA CMS, along with Undersecretary Eduardo V. Bringas, Deputy Director General for Legal and Undersecretary Carlos F. Quita, Deputy Director General for Administration, Finance, and Special Programs.

“Through the convenience of your cellphones, laptops, and other gadgets ilalagay mo lang ang iyong hinaing doon at mapapadala mo na kay ARTA. Ang ARTA naman ay magpapadala o magtatawag agad ng atensyon noong ahensyang nirereklamo,” ARTA Sec. Belgica said.

ARTA Usec. Bringas said all complaints will undergo a vetting process to verify the identity of the complainant and the veracity of the complaint.

To keep the data of the complainants secure, Usec. Bringas said that ARTA also consulted and engaged top cybersecurity expert Reuben Mondejar.

“In 2020, during the pandemic, they were the one who partnered with ARTA in securing, because during the pandemic talagang online lahat ano, so, lahat ng agencies, even the Supreme Court, even the Constitutional bodies attended… the training we have conducted on cybersecurity through the initiative of ARTA and the assistance and initiative of NEXUSGUARD, of sir Reuben Mondejar,” he said.

The e-ARTA CMS is also seen as another tool to help government agencies address their complaints backlogs, said ARTA Sec. Belgica.

“So, through the e-Complaint System, hindi na magkakaroon ng paglobo masyado ‘yung kanilang mga complaints and concerns dahil ito ay agaran nilang naaaksyunan at nakararating din sa kanila at ini-inform din nila ang taumbayan agaran din. So, in that regard, it really helps the zero backlog campaign of the agency,” he said.

Usec. Bringas encouraged all government agencies to onboard the e-ARTA CMS in the coming days to widen the platform’s range of services for the public.

ARTA Sec. Belgica stressed that even with the launch of the new, convenient complaints management system, the agency will continue receiving complaints in its other established platforms, including via call through its landline and mobile hotlines, via email, and through physical filing, among others.

“Kung kayo po ay hindi naman ganon ka-techy, sinasabi po nila, maaari po kayong tumawag sa atin pong mga hotlines, sa atin pong complaints center, at tutulungan pa rin po kayo diyan. Hindi po natin tinanggal ‘yung ibang nakasanayan na complaints system, bagkus dinadagdagan at pinadali po natin ang dinagdag nating system,” he said.

Usec. Quita also shared that ARTA is set to launch another public assistance desk in SM Manila this April. The ARTA Action Center is an offshoot of the ARTAmbayan Outpost that the Authority has set up at Barangay Pinyahan in Quezon City and at Matnog Port in Sorsogon City.

“Ito namang ila-launch natin sa SM Manila, bale ito naman ay combination ng face-to-face no, as well as ‘yung mga available platform like ‘yung QR code system, itong e-ARTA Complaints Management System, pwedeng nandodoon,” he said.

“Halimbawa, gusto mo lang magtanong, pwede i-address ang mga employees doon. Kung may complaint, pwede rin,” he added.

END