Belgica wants gov’t agencies to improve social media complaints handling

Published September 26, 2021, 1:32 PM

by Argyll Cyrus Geducos

The Anti-Red Tape Authority (ARTA) has called on government agencies to activate their social media accounts and use these to strengthen their online complaints handling.

ARTA Director-General Jeremiah Belgica (FACEBOOK/MANILA BULLETIN FILE PHOTO)

ARTA Director-General Jeremiah Belgica made the statement as he noted that the public is shifting to more accessible digital channels to file their complaints.

In a statement, Belgica noted the importance of having an automated complaints system to make it easier for the public during the coronavirus (COVID-19) pandemic.

“This is important because nakikita po natin ngayon kung gaano ka-importante ang automation sa complaints system, lalo na sa pagiging social media-friendly at accessible nito sa publiko (we are seeing now the importance of an automated complaint system, especially in terms of it being social media-friendly and accessible to the public),” he said. 

The ARTA chief has been using his personal Twitter account to respond to complaints and call the attention of government agencies. 

For ARTA, it is set to launch the ARTA Dashboard and the ARTA Citizen Services Mobile Application, two new digital platforms that will boost the agency’s capacity in complaints handling.

Under the new system, cases should only take 47 days for the completion of the required submissions of both parties, including hearings; and 20 days to resolve. Previously, it would take the agency months to handle cases due to limited staff.

ARTA said it is now also leaning toward adopting a whole-of-government approach in handling complaints. 

 
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