Legazpi city: The Anti-Red Tape Authority (ARTA) has launched its Electronic Complaint Management System (eCMS) in Legazpi City during the 'Serbisyong Walang Red Tape sa Bagong Pilipinas 2026' town hall meeting on Thursday, making the city the first in Albay to adopt the digital platform. The eCMS is designed to allow citizens and business owners to submit inquiries and complaints about government services via an online platform. It aids authorities in monitoring, tracking, and resolving issues more effectively, promoting transparency and accountability in public service.
According to Philippines News Agency, the system is supported by the TALA (Transparency, Accountability, and Law in Action) app, which enables the public to submit concerns and track the status of their complaints in real time through digital channels. Secretary Ernesto V. Perez, ARTA director general, emphasized that digital platforms like eCMS and TALA are part of the government's broader efforts to streamline procedures and enhance service delivery. He noted the importance of making government services more streamlined and digitalized, citing the implementation of Republic Act 11032 or the Ease of Doing Business and Efficient Government Service Delivery Act. Perez also praised Legazpi City for leading reforms in digital governance, highlighting that it is currently the only city among the 18 local government units in Albay compliant with the electronic Business One-Stop Shop (eBOSS) requirement.
Legazpi City Mayor Hisham Ismail expressed support for the initiative, underscoring the role of digital reforms in improving governance and public services. He stated that reforms like eCMS and TALA are vital tools that signal a new governance era where transparency is prioritized, and time is respected. He mentioned that these initiatives align with the city's efforts to boost institutional efficiency and simplify business processes for entrepreneurs.
During the launch, ARTA Senior Developer Engr. Jericho Labonete provided a system walkthrough and live demo of the eCMS to attendees, aiming to assist those with questions and complaints about government services. TALA, a 24-hour virtual assistant capable of communicating in 17 dialects, can also receive complaints. The town hall meeting brought together officials, business leaders, and service providers to discuss reducing delays and promoting transparent and citizen-focused governance.
