Cebu City government pilots AI-operated complaint center

CEBU, Philippines — The public may now lodge complaints online as the Cebu City government has begun pilot-testing its new Cebu City Action Center (CCAC), an AI-enabled platform designed to centralize citizen complaints and feedback.

Cebu City Mayor Nestor Archival said the system is designed to allow residents to file reports, track their progress, and receive real-time updates.

“Our goal is simple: to make government service more accessible and transparent,” Archival explained in a public post online.

Councilor Jaypee Labella, who authored the measure, earlier explained that the Cebu City Action Center would eliminate the need for residents to ask where to lodge their complaints, as the platform provides a single channel for filing concerns while allowing them to monitor updates and see what actions have been taken.

The pilot phase involves the Department of Public Services, the Department of Engineering and Public Works, and the Transportation Office.

Officials acknowledged that glitches are expected but stressed that feedback from residents will be crucial in refining the system before it is expanded citywide.

The City Council has already approved ?10.25 million to fund the project, covering servers, technical support, and warranties for three years.

Cebu City is one of only three local government units (LGUs) nationwide selected for the program, alongside Baguio and Lanao del Sur, underscoring its role as a testbed for digital governance.

In another development, a day before the announcement of the Action Center, Mayor Archival met with representatives of Japan’s iFORCOM Co., Ltd. to explore the possibility of introducing a smart energy management system at City Hall.

The technology will audit air-conditioning efficiency and regulate cooling cycles to reduce electricity costs.

Cebu City has already earned a five-star rating from the Department of Energy for its compliance with energy efficiency standards, and rooftop solar projects are underway to halve the government’s electricity bills within two years.

Mayor Archival also welcomed proposals for solar-powered irrigation pumps to help farmers reduce fuel costs and examined solar desalination equipment as part of preparations for El Niño.

Archival stressed the urgency of cooperation in addressing climate risks. — (FREEMAN)