Source: BusinessWorld Online

The Anti-Red Tape Authority (ARTA) in the Philippines has launched an AI-powered electronic complaints management system (e-CMS) aimed at improving the efficiency of complaint handling. The system, presented during the Ease of Doing Business Conference, allows citizens to file complaints online and automates the entire process, from filing and sorting to resolution tracking.

The e-CMS leverages artificial intelligence (AI) technologies such as natural language processing (NLP) and predictive analysis to sort complaints based on urgency and type. It can automatically generate responses, track the status of complaints in real-time, and ensure that no case is overlooked.

ARTAs Secretary, Ernesto V. Perez, stated that the system is expected to increase the volume of complaints the agency can handle, making it crucial to augment the workforce, particularly lawyers, to address the rising number of cases. He also noted the system’s capacity to work around the clock, processing complaints 24/7, which will likely lead to a surge in submissions.

Since 2018, ARTA has handled over 23,000 complaints, with the vast majority resolved or referred to relevant agencies. The new AI system is seen as a significant step forward in improving governance, ensuring transparency, and enhancing public trust in government processes. However, the agency also faces challenges such as retaining legal staff to manage the expected increase in workload.