DICT blames telco signals, low-end phones for eGov app glitches

The Department of Information and Communications Technology (DICT) on Thursday attributed the intermittent performance of the eGov PH Super App to poor telecommunications signals and hardware limitations, even as officials asked for public patience during the platform's “birth pains.”

Information and Communications Secretary Henry Aguda explained during a Palace briefing that many reported glitches stem from poor signal quality rather than the application itself.

“The glitches, sometimes, are traced because of the signal quality. So, you know, even whatever app, when the signal drops or is intermittent, glitches arise. The majority of glitch comes from that, like when you are doing a transaction and the signal is lost, then the public suffers glitches,” Aguda said.

He noted that the DICT is continuously working to increase capacity and optimize the app's code. Despite these efforts, some users have expressed frustration. Netizen Rogelio Vizma recently rated the app a two out of 10 on social media, citing repeated failures during the National ID verification process.

“I tried more than 10 times to verify my account, but still rejected. I don’t want to be rude, but this verification is a big problem. If I may rate this app, it would be 2 out of 10,” Vizma said.

Addressing ‘birth pains’

DICT Undersecretary David Almirol revealed that a new version of the application is scheduled for launch in February 2026, stating that technology is inevitably to suffer “birth pains.” The eGov PH Super App was launched in July 2025.

Almirol addressed complaints regarding device compatibility, stating that the app’s high-end technology can be difficult for older or lower-quality mobile phones to process.

“The Philippines can be likened to Singapore in having a super app, and the eGov PH Super App has the highest rating. In the IOS or Android, the general public rated it from 4.5 to 4.8, meaning the rating is high. Those who suffer glitches are those citizens using low quality of cellular phones. The app uses high-end technology that can’t be accessed by low-quality phones. What we are doing now is we downgrade the system, a part of our enhancement, so that low-quality phones can fit e-Gov’s features,” Almirol said.

He also clarified that since the app integrates thousands of systems from various agencies, some glitches fall outside the DICT's direct control.

“For example, if you access your PhilHealth, the DICT has no access to the data of PhilHealth. If you click the National ID, then its Philippine Statistics Authority, not us. If there’s a glitch, sometimes we are the ones who are being blamed, but actually, it’s not us; it’s the agency,” he expressed.

Usage surge

The eGov PH Super App has reached 31 million downloads to date. According to Almirol, the platform handled a massive surge in December 2025, averaging 500,000 transactions daily across services such as e-Travel, PhilHealth, job applications, and business permits.

“Our job is not a joke. However, other countries want to emulate us because we can do it. It’s a simplifier, and it simplifies our lives, but it is not perfect,” Almirol added.

Aguda urged users experiencing difficulties to contact the AI-powered Action Center 1326 via dict.gov.ph. “And for those who suffer glitches, we are sorry, and we are continuously improving it,” Aguda said.