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GSIS leads gov’t frontline service for 2nd straight year

Date Posted: January 26, 2016
State pension fund Government Service Insurance System (GSIS) topped the Anti-Red Tape Act (ARTA) survey conducted by the Civil Service Commission (CSC) for the second year in a row. The ARTA survey reflects how the transacting public grade the quality, efficiency and adequacy of different frontline services of public offices.

GSIS first led the survey in 2014 when 67% or 38 out of 57 of its offices obtained an “Excellent” score (90% and above). In 2015, it once again earned the highest percentage with 80% or 46 out of its 57 offices garnering the highest ARTA rating among 1,114 government agencies surveyed nationwide.

CSC Information Director Liza Agamata lauded the efforts of the GSIS in continuously improving its frontline service. During the First Quarter Assembly of the Development Communication Network (DevComNet) in Tagaytay City on January 21, Director Agamata urged government communicators to do their part in making their respective agencies strive to provide excellent service like the GSIS.

The anti-red tape test focuses on public offices with the highest foot traffic where clients are given the ARTA survey form immediately after they avail themselves of frontline service.

The survey initially gauges the agency’s compliance with ARTA provisions such as the absence of hidden transaction costs; presence of manned public assistance and complaints desk; enforcement of the no-noon break policy; display of Citizen’s Charter and anti-fixing campaign poster visible to transacting client; and wearing of big identification cards of frontline personnel.

The second phase of the survey measures the overall client satisfaction in several areas such as frontline service quality, physical setup, basic facilities including comfort rooms. Offices which obtain a score of 90 to 100 are rated excellent; 80 to 89.99 good, and 70-79.99 acceptable.
Service offices that failed the report card survey will undergo the Service Delivery Excellence Program, to be conducted by the CSC, to determine and address problem areas in frontline service delivery.

“What an honor. More importantly though, this is living proof of the continuing commitment of the men and women of GSIS to provide responsive service to our members and pensioners. I know that this recognition will inspire us to further raise the bar of service excellence and to do more for our members as caring and responsible stewards of their savings,” President and General Manager Robert Vergara said.