The Anti-Red Band Authority (Arta) is looking to automate its complaints management system in 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 eliminate the backlog in handling complaints.
“[It is] an innovative and inclusive system that allows ordinary citizens to file a complaint with Arta using its web application in accordance with Arta’s current procedural rule,” said Arta Deputy General Manager Eduardo Bringas during the meeting. a hybrid event.
This will also benefit the agency as the web platform is to “provide an electronic dashboard that will serve as an overview of operations and tracking of cases filed within the authority and provide an update step by step in real time if followed, so no complaint will be left unaddressed,” he added.
The main features of the system include an electronic ticketing system, paperless complaint filing, a dashboard for real-time updates and monitoring, cloud storage for backup and SMS notification (service of short messages) for complainants.
Earlier this month, Arta reported that its efforts resulted in the automatic approval or renewal of more than 8,000 applications and requests filed with government offices in February 2022.
These applications were submitted with all the required conditions and payment, but were not processed within the prescribed time frame, he explained.
Arta’s CEO, Jeremiah Belgica, highlighted the need to comply with Republic Act No. 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act of 2018, which requires 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 arrears,” he said earlier.
“This does not necessarily mean that government agencies must approve all requests and requests submitted to their offices. It only means that they have to act on each of them immediately,” he added.