Manila city gov’t deploying AI to analyze public complaints

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The City of Manila will be using artificial intelligence (AI) to analyze public complaints lodged through a new grievance desk created by mayor Francisco “Isko” Moreno Domagoso.

Photo shows (from left) Senti AI execs Nika Ortega, Trix Genota, Roy Cardona, Clint Santos, Ralph Regalado, Google Philippines regional partner engineer Johnny Benitez, Manila City mayor Francisco “Isko” Moreno Domagoso, Manila head of electronic data processing services Palileo Fortune, and Manila PIO officials Julius Leonen and Alyssa Faye Orellana

The city government partnered with Google Philippines and local tech firm Senti AI to form the MPIO Complaints Desk — a platform where Manileños can file complaints through Google Forms which will then be compiled and submitted directly to the Office of the Mayor.

“Google believes that technology plays a vital role in nation-building. We are honored to be part of this milestone and we are excited to see the impact of the MPIO Complaints Desk initiative to both the LGU and the citizens of the City of Manila,” said Bernadette Nacario, country director of Google Philippines.

The objective of the MPIO Complaints Desk is to receive unobstructed feedback from the citizens ranging from traffic issues, petty crime, emergencies, and even concerns about class suspensions.

“We are dedicated to establishing a reliable grievance desk for Manilenos. With this new initiative, the public can rest assured that the Manila city government will acknowledge, investigate and respond to their concerns efficiently,” said Manila city public information officer Julius Leonen

The system makes use of Google technologies and “Natural Language Processing”, a subset of AI where a machine can understand and make sense of human languages. This feature helps the city government clear away the need for manual routing and re-routing of concerns because the system automatically analyzes the submissions and directs them straight to the department which can address the complaints. This allows the city government to resolve issues thoroughly and quickly without being bogged down by volume of feedback.

“The mayor expects to leave no stone unturned for the millions of Manileños who have chosen to trust him with their unhindered feedback. He is confident in using the latest available technology as long as it will drive efficiency and productivity,” said Ralph Regalado, CEO of Senti AI.

The mayor will have access to the system so he can see for himself the progress of the concerns and know if they are being acted on or not. He will also be able to view the system through his mobile phone so he can conveniently check on the complaints anywhere and anytime.

“I will see if they will act on the matter… Bawal ang tamad sa Maynila,” he said during the MOA signing of the project, which is expected to be rolled out during the second quarter of the year.

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