QUEZON CITY— In a bold move to modernise public service delivery, the Anti-Red Tape Authority (ARTA) has announced a new artificial intelligence-powered complaints management system, developed in partnership with an unnamed private technology firm. The initiative is expected to reshape how Filipinos file and track grievances against government agencies, placing cutting-edge tech at the centre of bureaucratic reform.
The announcement was made by ARTA Director-General Secretary Ernesto Perez during the closing ceremony of the Philippines’ first-ever Ease of Doing Business Month last Wednesday. Themed “From Red Tape to Red Carpet: Better Business Movement in a Bagong Pilipinas,” the month-long celebration also underscored the Marcos administration’s commitment to streamlining governance and embracing digital innovation.
Serving “Juan and Juana dela Cruz” with AI
Perez said the artificial intelligence system is designed to treat every Filipino as a “very important person,” ensuring equitable access to government response mechanisms regardless of the complaint’s scale or nature.
“We are being asked to lead, to be the lead agency, with the support of all other agencies, to realise that open-door policy,” Perez told attendees. “In the use of artificial intelligence, any concern or complaint brought to any agency will be referred to the particular agency so that this concern can be properly acted upon.”
Even when issues fall outside ARTA’s jurisdiction, Perez emphasised that the agency will continue to accept and refer complaints to the appropriate bodies, an inclusive policy that the new system will now support with greater efficiency.
From Inspiration to Implementation
Perez described the private sector partnership as serendipitous. “I do not know how, but it’s probably by God’s grace… He has found ways to enhance this electronic complaints management system,” he said, noting that the unnamed tech firm reached out just as ARTA was preparing to incorporate AI into its existing platform.
Although the agency did not name the partner or provide a timeline for full implementation, the collaboration marks a watershed moment in public-private synergy. “This is just one example of public-private collaboration,” said Perez. “The citizens will really feel the presence of the government.”
The AI upgrade will improve how citizen concerns are routed to the correct departments and streamline response times. It builds upon ARTA’s existing digital complaints platform, which has been in operation for several years, by integrating automation and data processing to eliminate inefficiencies.
Alignment with the President’s Vision
The AI initiative directly aligns with President Ferdinand R. Marcos Jr.’s mandate to modernise public service delivery and “ensure no one is left behind.” Presidential Proclamation No. 818, signed on March 3, officially designated June as Ease of Doing Business Month, further institutionalising the government’s push for reform.
Throughout the month, ARTA collaborated with major private firms such as the Aboitiz Group, Maynilad, PhilTower Consortium Inc., and Globe Telecom, highlighting the increasing role of private innovation in supporting public mandates.
Perez also cited Microsoft founder Bill Gates’ 2018 Davos speech, which called on governments to embrace private sector innovation to improve efficiency. “This is what we are doing now,” he said. “When you set out on something that is good with nothing but the interest of the public at hand, we will not be limited by resources.”
A Milestone in ARTA’s Digital Journey
Since its establishment in 2018, ARTA has worked to reduce bureaucratic delays and make government services more accessible for both businesses and ordinary citizens. The AI-powered complaints system represents its most ambitious digital leap yet.
As governments around the world increasingly adopt AI to improve transparency and citizen satisfaction, ARTA’s move reflects a broader trend towards tech-enabled governance. While the rollout details remain forthcoming, the initiative marks a promising step in the Philippines’ journey to a more responsive, efficient, and citizen-centred bureaucracy.
Perez closed the announcement on an optimistic note: “The citizens will really feel the presence of the government.”
