Ombudsman launches new system for complaint, case monitoring

The Office of the Ombudsman has implemented its Complaint and Case Monitoring System to improve the agency’s efficiency and responsiveness in the handling and monitoring cases and complaints. The CCMS is part of Systems Strategic Plan (ISSP) that will help the agency achieve its priorities until 2018, a news release from the Ombudsman said. It said Office Order No. 183, series of 2012, entitled “Prescribing the General Guidelines on Case Evaluation and Records Management in the Office of the Ombudsman” paved the way for the launching of the CCMS. The CCMS aims to centralize the data of the different offices and sectors and give a platform that can efficiently generate reports and track status of cases. Prior to the use of the CCMS, the offices and sectors within the agency used different systems and databases, making difficult the tracking of statuses of complaints and cases. The news release said the CCMS is a cost-efficient and secure solution because it was developed in-house. It is also based on open-source software, thus reducing development cost. Moreover, it said confidentiality is ensured because the CCMS is an internal system exclusively for the use of authorized users on a need-to-know basis, thus it reduces the risk of leaking valuable information. — LBG, GMA News