One of the marching orders of newly installed President Duterte is for government agencies to cut red tape in order to speed up service delivery to the public. For a service institution such as the Social Security System (SSS), which serves millions of members and their beneficiaries, providing delightful service is a constant challenge.
Ever since it began operations, the SSS has been committed to give better customer service and it has not let up in its efforts to make its services more efficient and convenient for its members. In the past five years, for instance, it achieved unprecedented expansion of its branch network to better reach its clientele.
Before September 2010, there were a total of 167 offices consisting of either a receiving branch or a processing branch, and smaller- scale representative offices (ROs). Of these, 35 branches were in the National Capital Region, 70 in Luzon, 30 in the Visayas and 32 in Mindanao.
By 2015, the local branch network has expanded by over a hundred offices to a total of 268, and all branches are now full-service branches. It also established service offices (SOs) and ROs nationwide. SOS are an extension of branches, and are larger, offer more services and have more facilities than ROs. By definition, ROs are basically “table-and-chair” setups in a rent-free space in the city or municipal hall within the jurisdiction of the mother branch.
Complementing the expansion of the local branch network is the growth of its overseas offices that also serve migrant Filipinos, such as pensioners who have decided to settle in other countries during their retirement. From only 14 locations in 2010, including the Philippine Overseas Employment Administration office, there are now a total of 22 foreign ROs as of 2015, with the addition of eight locations, namely, Kuala Lumpur (Malaysia) and Dubai in 2012; Macau and Bahrain in 2013; Muscat (Oman) and Toronto (Canada) in 2014; and Kaohsiung (Taiwan) and San Francisco (United States) in 2015.
With more branches to serve its members, the SSS adopted a “file anywhere” policy in 2012. The following year, selected branches nationwide opened on Saturdays to allow members to do business with the SSS without having to miss a day of work. Ten major branches all over the country were made to open on Saturdays, from 8 a.m. to 5 p.m. These selected branches are Diliman, Makati-Ayala, Makati-Gil Puyat, Cebu, Lapu-Lapu, Bacolod, Iloilo, Cagayan de Oro, Davao and Zamboanga.
Furthermore, with the use of technology, members are now able to transact with the SSS anytime, anywhere at their convenience through the interactive SSS web site that allows members to access their own records or file retirement-benefit applications. Fresh graduates seeking employment can now apply for social-security numbers online. Members can also make use of text messaging to inquire about their contributions or benefit and loan applications.
It is now easier to reach the SSS by phone. In 2012 it expanded its call-center hours to 24 hours a day, Monday to Friday, in order to accommodate calls averaging 1,600 a day. The SSS also opened a toll-free phone service to allow members based outside Metro Manila to inquire on their contributions, benefits, loans, employment records and other concerns. With the round-the-clock schedule, members can easily choose a time convenient for them to call the SSS through 1-800-10-2255777 (or 1-800-10-CALLSSS).
To reach out to overseas Filipino workers (OFWs), a contact services unit (CSU) was established in 2014 to offer dedicated call services through local landline numbers, (63-2) 364-7796 and (63-2) 364-7798; e-mail support using the designated e-mail address (ofw.relations@sss.gov.ph); and special desk assistance services at the SSS main office in Quezon City during regular office hours.
To provide more options for OFWs to reach the CSU, mobile calls and text—through Globe (63-977) 804-8668 and Smart (63-998) 847-4092—were introduced in 2015. Instant messaging or online chat with a contact service agent through popular apps Line, Viber and WeChat are also made available using these mobile numbers.
With millions of members to attend to every day, the SSS continues to innovate and find ways to serve its members better, including the use of social media (Facebook, YouTube, etc.) and the mass media.
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For more details on SSS programs, members can drop by the nearest SSS branch, visit the SSS web site (www.sss.gov.ph), or contact the SSS call center at 920-6446 to 55, which accepts calls from 7 a.m. on Monday all the way to 7 a.m. on Saturday.
Susie G. Bugante is the vice president for public affairs and special events of the SSS. Send comments about this column to susiebugante.bmirror@gmail.com.