Cebu City Government Unveils P10.25-Million Digital Upgrade for Citizen Action Center
The Cebu City government has officially launched a P10.25-million upgrade for its Citizen Action Center (CAC), aiming to consolidate all public complaints, service requests, and feedback into a single, streamlined digital platform. This initiative seeks to eliminate the fragmentation of reporting channels across the city, enhancing efficiency and accessibility for residents.
Unified AI-Enabled System for Enhanced Public Service
Through the upgraded CAC, reports that were previously received via hotlines, social media, email, and walk-in methods will now be integrated into an AI-enabled system. This allows citizens to track or monitor the status of their complaints in real time, providing greater transparency and accountability in government responses.
City Councilor Edgardo “Jaypee” Labella, chairman of the Committee on Information and Communications Technology (ICT), championed this move. He emphasized the need to modernize the city's frontline services to align with other digital initiatives, such as the ePayment Ordinance.
Key Features and Implementation Details
Funded under the 2025 budget of the Office of the Mayor, the system will directly forward complaints to relevant departments and monitor response times to ensure prompt attention. Users will receive a digital ticket number for each report, which can be accessed 24/7 through various channels:
- Website
- Mobile devices
- Chatbot platforms like Facebook Messenger
The cloud-based platform is designed to handle over 100,000 concurrent users and is expected to be fully implemented within 24 weeks. This upgrade is part of a broader effort to strengthen compliance with Republic Act 11032, the Ease of Doing Business and Efficient Government Service Delivery Act, which mandates fast and transparent government services.
Integration with Broader Digital Initiatives
In addition to the CAC upgrade, the system will be connected to another P5.3-million enhancement of the Cebu City Government web portal. This portal will serve as the primary online gateway for city information and e-services, further digitizing public interactions and improving service delivery.
By centralizing reporting mechanisms and leveraging AI technology, Cebu City aims to set a new standard for municipal governance in the Philippines, fostering a more responsive and citizen-centric administration.
