DISCONNECTED REPUBLIC: WHY IS IT SO HARD TO CONTACT THE GOVERNMENT?

DISCONNECTED REPUBLIC: WHY IS IT SO HARD TO CONTACT THE GOVERNMENT?

In this digital age—when we can video call relatives across the globe in seconds, buy groceries through apps, and get breaking news straight to our phones—why is it still nearly impossible to reach our own government?

I ask this not as a rhetorical flourish, but as someone who has tried—repeatedly, persistently, and often frustratingly—to contact various government agencies. And failed. Miserably.

Let me tell you how the average Filipino is greeted when trying to contact the government: a landline number no one answers, an email address that bounces back, and a Facebook page that proudly auto-replies, “We will get back to you shortly”—only to never reply again. It’s like shouting into a void and expecting a handshake.

Landline-Only Mentality in a Mobile-Only World

Here’s what baffles me: most agencies still only publish landline numbers. That would be fine—if it were still 1998. But it's not. Most people don’t even own landlines anymore. What they do have are mobile phones, powered by prepaid loads, where calling a landline costs a small fortune. And yet, brochures, posters, and even official websites act as if mobile and internet-based communication don’t exist.

Do they not want to be contacted? Sometimes I wonder. Because if they did, why make it so hard?

And even when you try the published landline numbers, you’ll either get a busy tone, endless ringing, or the ever-reliable government shrug: “Wrong person. Call again.” Or worse, “Just come to the office.”

If the goal is to discourage engagement, then mission accomplished.

The Messenger Generation: Wake Up Call for Public Servants

Let’s talk about how people communicate today.

Facebook Messenger (FBM) is free on mobile phones. So is Facebook itself. And so are Viber, WhatsApp, and Telegram. They allow instant chat, voice, and video communication without cost. These tools are used daily by ordinary citizens to reach friends, family, and businesses. In fact, many sari-sari stores now do deliveries via chat.

So, here’s the burning question: Why can’t our government agencies do the same?

Most government Facebook pages have FBM buttons—but they don’t bother to answer. Instead, you get the canned “Thank you, we’ll get back to you,” and then, radio silence. Even the Presidential social media accounts aren’t immune. I messaged the official presidential page a year ago. I’m still waiting.

To be fair, the Presidential Management Staff (PMS) deserves recognition. They reply to emails and forward concerns diligently. They’re proof that when the will exists, responsiveness is possible. But they’re the exception, not the rule.

Free Apps, Free Tools, No Excuse

We can argue that digitalization is expensive, and yes, some agencies struggle with budgets. But I’m not even talking about buying servers or writing code. I’m talking about basic communication tools that are free.

Why aren’t agencies publishing Viber or Telegram numbers? Why aren’t they manning their Facebook inboxes, like private businesses do every day?

You don’t need a massive IT budget to have a staff member answer inquiries via chat. You don’t need a full-blown call center to respond to a simple question like “Is your office open today?” or “Where do I submit this form?”

And yet, here we are—a texting capital of the world, but apparently unable to text our own government.

A Missed Opportunity in Digital Governance

Mr. President, you’ve been very vocal about digitalization—and rightly so. In fact, as a former Director General of the National Computer Center (NCC), I wholeheartedly support your vision. But digital transformation cannot happen if no one picks up the phone, answers an email, or replies to a message.

If the government wants trust and engagement, it must open the lines—literally and figuratively. Otherwise, people will continue to believe what some already suspect: that these agencies don’t really want to be reached. That accessibility is a slogan, not a standard.

Let’s fix that. Start by requiring every agency and LGU to publish mobile-accessible contact details—FBM, Viber, WhatsApp, Telegram—whichever they can manage. Then assign actual people to respond. If a corner bakery can reply to customers in real time, surely a government office can, too.

A Final Word

We’re not asking for miracles. We’re asking for responsiveness, basic courtesy, and a government that communicates in the same language and platform as its citizens. In the end, digital governance isn’t about apps or systems—it’s about being reachable.

Because when people can’t even message their government, the message they receive is loud and clear: You’re not responsive.

Ramon Ike V. Seneres, www.facebook.com/ike.seneres
iseneres@yahoo.com, 09088877282, senseneres.blogspot.com

08-21-2025

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