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Manila Bulletin devider Philippines devider National devider CSC welcomes launch of ARTA's electronic complaint management system

CSC welcomes launch of ARTA's electronic complaint management system

Published Mar 13, 2022 02:15 pm

(CSC/MANILA BULLETIN FILE PHOTO)

The Civil Service Commission (CSC) has welcomed the move of the Anti-Red Tape Authority (ARTA) in launching an electronic complaints management system.

The ARTA recently launched its "eARTA Complaints Management System (CMS)," which would "automate the process of filing and handling of complaints about government services."

In a statement, CSC Chairperson Karlo Nograles said such a system is important in order for the public to easily provide feedback on government services.

It would also help "agencies to monitor and track the status of complaints, and to achieve zero backlog in complaints handling," he said.

"The importance of public feedback in improving government services, not just through a better understanding of customer experience, but also as a key ingredient in empowering the citizenry and increasing their participation in governance," said Nograles.

"The CSC expresses its full support for this endeavor, especially since the objectives of this new system are consistent with those of the CSC’s Contact Center ng Bayan (CCB)," he added.

The agency said that its CCB is "an online matrix of referrals which government offices may use to monitor the status of concerns lodged with them."

"With the eARTA Complaints Management System and the CCB working side by side, the government is now able to further democratize access to government feedback mechanisms and increase public accountability," said Nograles.

Related Tags

electronic complaints management system Anti-Red Tape Authority Civil Service Commission
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