Date Posted: August 19, 2016
Civil Service Commission (CSC) Chairperson Alicia dela Rosa-Bala named GSIS as among government agencies that have been conforming to President Rodrigo R. Duterte’s order to reduce the number of requirements and processing time for government transactions.
Speaking at Noli de Castro’s radio program Kabayan last July 1, Chairperson Bala said the President’s instructions in his inaugural address are consistent with Anti-Red Tape Act (ARTA) provisions, compliance to which is monitored by CSC through the annual ARTA-Report Card Survey (RCS).
CSC’s ARTA-RCS gauges compliance with ARTA provisions and overall customer service satisfaction. For two years in a row, GSIS topped the ARTA-RCS that covered more than 1,000 government offices nationwide – a marked improvement from its Failed rating when the survey was initially conducted in 2012.
Chairperson Bala said, “Noong araw daw, ang tagal-tagal bago makuha ang benefits. Nitong nakaraan, madami na kaming natatanggap na feedback na ang bilis-bilis na raw.”
With its excellent performance in ARTA, GSIS earned the coveted seal of Island of Good Governance, which the Institute for Solidarity in Asia accords to public institutions that have transformed themselves through good governance.
Earlier this year, the pension fund also achieved the International Organization for Standardization (ISO) 9001:2008 certification on loan processing, which assured members that loans are granted efficiently.
Chairperson Bala said she experienced GSIS’s improved service firsthand when she filed for retirement benefits, the processing of which took shorter than expected.
Other members and pensioners similarly affirmed GSIS’s exemplary service.
Professor Peter A. Sy of the University of the Philippines had a change of heart about GSIS after its Quezon City Branch Office reconciled his loan account.
In his email, Mr. Sy said, “It’s a very good sign that GSIS is working for the interest of ordinary members like me. Earlier on, I vowed not to take any more loans from GSIS… I might be changing that because of what you did.”
A member transacting at the GSIS Head Office in Pasay City praised Roy E. Valiente, Staff Officer II at the National Capital Region Department II, and described him as “napakabait at very friendly” in a GSIS feedback form.
Another member likewise lauded the “fast and efficient service” of Montano H. Lugena Jr., Staff Officer I from the same department.
Gloria P. Cruz, a pensioner residing abroad, thanked the GSIS Pension Global Team for the “wonderful procedure [videoconference]” in renewing her active status. In her email, she said the GSIS’s initiative spared pensioners from the hassle of going home to the Philippines to continuously receive their pensions.