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CSC cites GSIS anew for service excellence under anti-red tape act

Date Posted: January 2, 2014

State pension fund Government Service Insurance System (GSIS) capped the year with an ‘excellent’ rating from the Civil Service Commission (CSC) for exemplary service and for complying with the provisions of Republic Act 9485 or the Anti-Red Tape Act (ARTA).

Two of its branch offices, namely Dagupan and General Santos obtained scores of 95.81% and 92.77%, after the conduct of the ARTA- Report Card Survey by CSC to rate agency performance and client satisfaction in frontline service delivery.

Both branches will receive the Seal of Excellence from the Commission which includes a wall mountable glass seal and Php100,000 cash for the purchase of equipment and materials that will further improve the delivery of its frontline service.

GSIS’s Bacolod branch, with a rating of 91.57%, also received the same award in September 2013.

In 2012, only two offices passed the service review out of the 52 surveyed by the Commission. This year, 19 offices obtained an average score of 90%, equivalent to an excellent rating.

Along with Dagupan, General Santos and Bacolod, six other offices rebounded from “failed” ratings and garnered “excellent” scores – Surigao (93.86%), Bohol (93.28%), Laguna (93.01%), Antique (92.70%), Masbate (90.34%), and Bulacan (90.20%). The rest of the offices received a “good” rating.

“We are encouraged by the results of the survey. It’s a validation of our effort to transform GSIS into a more efficient service-focused institution by streamlining the structure and simplifying the chain of command,” President and General Manager Robert Vergara said.

Vergara said that under the rationalization program completed in 2012, GSIS reconfigured the previous 16 regional offices, 25 branch offices and 18 satellite offices nationwide, into 56 full service, one-stop shop branch offices with branch managers empowered and entrusted with greater responsibilities under a decentralized system.

The set-up enabled a quicker and more systematic way of providing service to members and addressing operational problems which resulted previously in service delays.

As a result of the more empowered and strengthened branch offices, GSIS reported a 40% decline in pending requests of members and pensioners to operations (monitored through the Transaction Monitoring System) from 240,000 some of which dated as far back as 2008, to 140,000 pending transactions by year-end 2012.

Along with the restructuring of the organization, the pension fund also established an extension office in Pasig City last October and deployed 25 service desks in remote areas to bring its services closer to its more than 1.7 million members and pensioners.

In addition, stakeholders can call a 24/7 contact center (847.4747) for any inquiry on GSIS’s benefit programs and services.