With 20 authorities, discovery and design of a platform for the collection and management of complaints from e-commerce users.
In this project with 20 government agencies in the Philippines, we co-designed a digital consumer protection platform to support implementation of the Internet Transactions Act. It features AI-powered complaints analysis, unified case management, and integration with e-commerce dashboards — enabling risk-based, proactive consumer protection in the digital economy.
• Purpose-built for a government function: The solution is designed specifically to support DTI’s mandate on consumer protection and e-commerce regulation, including complaint referral, dispute resolution, and inter-agency coordination.
• Agency-focused architecture: It enables 20+ agencies to collaborate within a defined regulatory process, providing a tailored case management system for a sector-specific problem (online transactions).
• SupTech roots: It leverages methodologies and tools traditionally used in supervisory technology, adapted for e-commerce oversight.
Digital Public Infrastructure (DPI) elements:
• Potential as a shared, reusable platform: If scaled and opened beyond this project, parts of the solution—such as the national online business database, the ODR system, and the e-commerce trustmark—could become core public digital services available for multiple use cases across sectors.
• Integration with eGOV: Its planned connection with the national eGOV platform and app positions it as part of the country’s broader digital public infrastructure, supporting interoperability and shared access for citizens and agencies.
