The state-run Social Security System (SSS) on Tuesday said it will further improve its services through the digitalization of its core and business processes.
SSS President and Chief Executive Officer Aurora C. Ignacio said the digitalization and the process of acquiring new digital infrastructure for the improvement of its services to its members and pensioners have commenced even prior to her assumption to office. During her term, she aims to fast track the full transition of SSS core and business processes to digitalization.
“As mandated by our Social Security Commission ex-officio Chairperson Carlos G. Dominguez in his first order of business when he took office last March, he instructed to speed up the transition to the digitalization process. This is one of his priority policies under the new charter of the pension fund,” Ignacio said.
At present, SSS services such as online application for SS number issuance, Payment Reference Number (PRN) inquiry and generation, employment report submission, submission of contribution (R-3) and loan collection lists (ML-2), salary loan application, certification of salary loan application, as well as filing of maternity and sickness notification, can now be made through different electronic and self-service facilities of the pension fund.
These electronic and self-service channels of the SSS include the SSS Website – My. SSS, SSS Mobile App, Self-Service Express Terminal (SET), Interactive Voice Response System (IVRS) and Text-SSS.
Other services that may be done using these channels are filing of retirement claim applications, requests for branch appointment, inquiry on the location of SSS branches, feedback submission, inquiry on SS information, PESO fund enrolment, Flexi-fund enrolment and requesting of records.
Apart from these member services, the SSS has also implemented the Real-Time Posting of Contributions (RTPC) program in 2018 where contribution payments are posted immediately through the use of the PRN.
“We believe that through these online and electronic channels, our members and pensioners can easily transact their business with us. In fact, we have re-engineered our Ease of Doing Business guidelines in the SSS to expedite and properly address the services needed by our transacting members,” Ignacio said.
President Duterte mentioned in his SONA that SSS is one of the top five agencies that need to “drastically” improve its services based on the number of complaints received through Hotline 8888 and Contact Center ng Bayan (CCB).
SSS data showed that in 2018, SSS-related concerns referred by 8888 and CCB reached 6,609. Of the total number of referred cases, 6,554 cases were resolved or a 99.55 percent resolution rate. The remaining 55 cases are still being attended to or have been referred to a branch or department for processing and continuous monitoring.
SSS received a total of 7,089 calls in 2018, of which 6,609 calls were coursed through Hotline 8888 while 480 cases were from CCB. Of the total calls received through 8888, 5,174 calls were requests for assistance, 52 cases were suggestions/recommendations, 41 calls were appreciation/commendation and 15 calls were inquiries while only 847 calls were complaints. Under CCB, 236 calls were requests for assistance, 48 calls were appreciation/commendation, 22 calls were queries and nine calls were suggestions/recommendations while 165 calls were complaints.
Majority or 35.05 percent of the cases from Hotline 8888 pertains to retirement, death, disability, and funeral benefits, followed by member loans with 17.43 percent and contributions with 13.40 percent. Other concerns were about Real-Time Processing of Contributions, membership, maternity/sickness/employee’s compensation benefits, website/online related, and other concerns. From CCB, 37.08 percent of the cases were about service delivery, 26.46 percent were retirement/death/disability/funeral benefits, and 12.92 percent were member loans.
The SSS replies to cases from CSC-Hotline 8888 within 72 hours, while referral of cases to concerned branch, department, or unit, and replying to cases by concerned branch/department/unit, and sending feedback to CSC are done within 24 hours.
Aside from contacting Hotline 8888 and CCB, SSS members may also course their concerns through various service delivery channels, including SSS hotline 920-6446 to 55, social media accounts, and e-mail or they may visit any branch near them.
“The pension fund would like to maintain a high-resolution rate by immediately responding to member concerns and heeding to their sentiments. We also find innovative ways and create new programs that would make their transactions faster and more convenient. Our recent recognition from Malacañang’s very own 8888 is one of the fruits of our love for public service,” she said.
SSS received a Plaque of Recognition from the Presidential Communications Operations Office’s RTVM as one of the top agencies with the most number of resolved complaints coursed through 8888 during the first-anniversary celebration of RTVM’s Linya ng Pagbabago in Manila on December 12, 2018.