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GSIS excels in client satisfaction under 2017 ARTA

Date Posted: January 5, 2018
State pension fund Government Service Insurance System (GSIS) obtained an Excellent rating of 94% in overall client satisfaction under the Civil Service Commission’s (CSC) 2017 nationwide Anti-Red Tape Act Report Card Survey (ARTA RCS) covering 43 branch offices and 1,226 survey respondents.

The report card reflected the results in the core areas of overall client satisfaction and compliance with ARTA provisions.

Client satisfaction covers frontline service provider, service quality, basic facilities, and physical setup, where GSIS obtained scores ranging from 92% to 96%.

In particular, nearly all respondents expressed satisfaction with frontline service delivery as measured by the indicators of fairness and ethical treatment, courteousness, competence, knowledge, and timeliness in attention and response time.

Members and pensioners also affirmed the continuing commitment of GSIS for service excellence as evidenced by the high scores it obtained in the indicators of “outcome of service” and “overall time to complete the service” (98.69% and 98.37%, respectively).

Respondents gave the highest score of 96.5% to basic facilities and lauded the “clean comfort rooms, convenient waiting areas, and functional special lanes for pregnant women, persons with disability and senior citizens”.

No respondent expressed dissatisfaction on the physical setup of 43 GSIS offices surveyed, citing that they were “well-organized, comfortable, convenient and clean.”

In the area of compliance with ARTA provisions, GSIS obtained perfect score in ‘no ‘hidden cost in transactions’ and 98% in “no noon break policy”, the pension fund’s strongest areas in the survey.

Although GSIS and other government corporations were no longer covered by the regular ARTA RCS survey since 2016, the pension fund — through then Chairman Francisco Duque III– opted to tap CSC to undertake the survey anew in 2017.

This is in line with the goal of maintaining frontline service excellence through compliance with ARTA provisions.

Of the 43 offices surveyed, 17 obtained a grade of Excellent (90-100%); 25 were rated as Good (80-89.99%). Collectively, GSIS garnered a rating of Good equivalent to 89.41%.

The high client satisfaction rating of GSIS was confirmed in another customer feedback survey conducted nationwide in October by a third party survey firm (Media Blast Digital Corporation), under which the pension fund achieved a 93.22% satisfaction rating from its members and pensioners.

The same survey also showed that nine out of 10 respondents believed that GSIS succeeded in meeting their expectation of achieving their purpose in visiting GSIS.

“These excellent satisfaction ratings will only drive us to work even harder for our members and pensioners so we can continue to provide service that is driven by President Duterte’s thrusts of malasakit and tunay na pagbabago (compassion and real change),” president and general manager Jesus Clint Aranas said.