The Anti-Red Tape Authority (Arta) seeks to automate its complaints management system within the first quarter amid the accelerated shift to digitalization amid the pandemic.
On Monday, the agency introduced the eARTA Complaints Management System, which aims to achieve zero backlog in complaints handling.
“[It is] an innovative and inclusive system that allow ordinary citizens to file a complaint to Arta using its web-based application consistent with Arta’s current rule of procedures,” Arta Deputy Director General Eduardo Bringas said in a hybrid event.
It will also benefit the agency as the web-based platform shall “provide an electronic dashboard that will serve as a bird’s eye view on the operations and monitoring of cases filed within the authority and give a step-by-step real-time update if tracked, so no complaints will be left unacted,” he added.
The system’s key features include electronic ticketing system, paperless filing of complaints, dashboard for real-time updates and monitoring, cloud storage for back-up and SMS (short message service) notification for complainants.
Earlier this month, Arta reported that its efforts resulted in automatic approval or renewal of over 8,000 applications and requests lodged before government offices as of February 2022.
These applications were submitted with complete requirements and payment but were not processed within the prescribed period, it explained.
Arta Director General Jeremiah Belgica stressed the need to adhere to Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, which mandates government offices to finalize simple transactions in three days; complex transactions, seven days; highly technical transactions, 20 days.
“We are implementing these policies to help government agencies deliver better services and minimize and avoid accumulating their backlogs,” he said earlier.
“These do not necessarily mean that government agencies must approve all the applications and requests being submitted before their offices. It only means that they should immediately act on all of them,” he added.