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Ombudsman launches Complaint and Case Monitoring System
24 August 2012

The Office of the Ombudsman has started implementing its Complaint and Case Monitoring System (CCMS) since 01 August 2012 to improve the agency’s efficiency and responsiveness in the handling and monitoring of cases and complaints.

The CCMS is part of the approved Information Systems Strategic Plan (ISSP) of the Office of the Ombudsman for 2012 to 2014 and in line with the agency’s 7-year Roadmap (8-Point Priorities) for 2011-2018. The release of 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.

Prior to the implementation of the CCMS, the offices and sectors within the agency used different systems and databases that caused difficulty in tracking the status of the complaints and cases.

The CCMS aims to centralize the data of the different offices and sectors and give a solid platform that can efficiently search cases, generate reports, and track the status of cases.

Compared to acquiring third-party software that may cost millions of pesos, the CCMS is a cost-efficient and secure solution because it was developed in-house or internally without the need for outsourcing the software development. It is also based on open-source software, thus reducing development cost. System updates and troubleshooting will be quick, precise and inexpensive.

Confidentiality is also ensured because it is an internal system exclusively for the use of authorized users on a need-to-know basis. The in-house development of the system adds assurance that the data is kept internally and reduces the risk of leaking very valuable information, aside from the added security features in the system itself and in the agency’s network infrastructure.

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