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GSIS tops frontline service delivery in gov’t
GSIS tops frontline service delivery in gov’t

Date Posted: January 30, 2015
State pension fund Government Service Insurance System (GSIS) topped the 2014 Anti-Red Tape Act (ARTA) survey conducted by the Civil Service Commission (CSC) covering more than 1,000 agencies.

GSIS earned the highest percentage of offices nationwide that have been rated “Excellent” in the survey. Thirty eight branch offices out of 57 surveyed or 67% earned an “Excellent” score (90% and above), with not one office receiving a failing mark.

This is a far cry from the 2012 survey covering 45 branch offices, where GSIS received a “Failed” overall rating.

“The first thing we did when we saw that failing mark was meet with CSC Chairman Francisco Duque III and ask him how GSIS could improve its rating. Armed with CSC’s suggestions, we prepared for the 2013 survey”, President and General Manager Robert Vergara said.

In the 2013 survey covering 28 branch offices, the pension fund had a turnaround, receiving an average rating of 88% or “Good”. In addition, 11 branch offices earned an “Excellent” score, eight of which received a Seal of Excellence Award.

In 2014, GSIS further improved its rating with an overall grade of “Excellent” for its 57 branch offices. As of today, four branch offices already earned a Seal of Excellence – Bulacan, Dipolog, Tagum and Tuguegarao.

As a Seal of Excellence recipient, a branch office receives a wall mountable glass seal and Php100,000 cash to buy equipment and materials that will further improve the delivery of its frontline service.

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

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.

Along with the restructuring of the organization, the pension fund expanded its service delivery channels with 56 branch offices, 58 service desks and nearly 959 GSIS Automated Processing System (GWAPS) kiosks complemented by over 1,000 ATMs of servicing banks nationwide to bring its services closer to its more than 1.8 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.

In an interview at the TV program GSIS Members’ Hour last October, Chairman Duque said that “a best practice that has been adapted by the GSIS is directly engaging the stakeholders and making them part of the solution.”

“It sets the strategies in formulating correct interventions so that these will directly address the concerns of its stakeholders…they have to be number one all the time. I saw that, evidence-based.”

Duque expressed confidence that GSIS’s target for all its branch offices to earn an “Excellent” rating is attainable “because you have very progressive-minded key leaders. I know most of them so I have no reason to doubt that you’re there. The trajectory has been set.”

For his part, Vergara said that “GSIS will continue to sustain the momentum for delivering responsive service to its stakeholders and invest in our people, in their knowledge, and in their skills.”

ARTA measures five core areas namely, compliance with ARTA provisions, frontline service provider, service quality, physical working condition, and overall client satisfaction.

The passing grade is 70%, with no grade falling below 70% in any of these areas.