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Has anyone of you experienced the strain of following up on a particular concern with an organization or business establishment, say, the status of your telephone or Internet installation, requesting for a copy of your credit card monthly billing statement, or asking for replacement of goods or items that you purchased?
Well, most of us can relate to all of these things as in one way or another, we are the one giving services to our clients or we are the clients transacting business with a particular organization or company.
Every day, government and private companies receive voluminous transactions, and the Social Security System is not an exemption to this. Even before the pandemic, one of the most visited government agencies in the country is ours, primarily because we have around 38 million members worldwide and most of our transactions then are done manually through over the counter or face to face interaction. More so, we have seven major benefit programs and loan facilities that cater to the needs of our members and pensioners as well. Transactions may come in as simple as phone call inquiries, text messages, e-mails, and walk-in queries, but due to the limited personnel that the SSS currently has, it is a reality that most concerns may encounter some delay before they can be addressed. This causes stress, impatience and even anger, and some members sometimes resort to bad-mouthing or mistreating our SSS employees. Therefore, it is no surprise that many of our frontliners are battered with stories of complaints raised verbally, in written form or through rants in various social-media platforms.
This is where the online facility, uSSSap Tayo, was conceptualized. Bearing the mental, emotional, and physical health and safety of the SSS employees in mind, an integrated complaint and feedback system is needed. This will promptly and properly address the concerns of our members as they are given an updated and detailed status of their claims and benefit applications.
The next question is, what is the Customer Relationship Management System or CRMS?
CRMS is an online SSS service facility which aims to manage all service delivery communications and complaints of the member effectively and efficiently. It also enhances and automates the recording, reporting, controlling, and tracking of complaints and incorporates current communication processes for easier referral and control. In addition, it helps improve the services of concerned departments, branches, and other concerned units in answering queries regarding claims status, communications, and other service-related concerns of our members since it acts as a wholistic communication tool. Thereby, incorporating the use of e-mail, postal mail, call center, text messaging, social media, SSITs, as it welcomes walk-in members.
In December 2019, as part of SSS’s digitalization efforts, we started the internal implementation of this feedback system spearheaded by the Member Communications and Assistance Department to facilitate walk-in member’s complaints.
Soon, we will have a separate launching for this on our official web site, www.sss.gov.ph, to enable our members, and the general public as well, to gain access to this social media platform.
CRMS is very user-friendly. Upon receipt of the communications and complaints of the members through the various contact channels, the system will generate tickets which it will then direct to the concerned units. The system will set a response and resolution time, as well as send notifications regarding its current status. Finally, the system will generate a port closure survey regarding the service provided and provide solutions and reports regarding the specific concern.
Indeed, this huge leap into the development and improvement of the SSS communication channels is crucial in the improvement of the delivery of all SSS services. This will allow the SSS to resolve more member concerns and improve the overall delivery of services.
As always, SSS wants to truly live to its promise of providing universal and equitable social protection through world-class service to our members and their families.
Aurora C. Ignacio is SSS president and chief executive officer.
We welcome your questions and insights on the topics that we discuss. E-mail mediaaffairs@sss.gov.ph for topics that you might want us to discuss.
40 comments
Maam ask lng po kelann po pwede mkuha ung inaapply ko na umid id last yr pa po un 1yr na po ngyng oct.paano po kng naburau g msg sa txt paano po un ilng taon po b ma cclaim un
Where to verify the Status/Proceeds (Release of) SSS Pension Loan?
I am sending a follow-up to the inquiry of Mayo Miro. This facility was confirmed by spokesman in the program of Mr. Ted Failon in July, 2020. Thank you.
madam puro bigay lang po ng ticket number pero di naman nag papa follow-up ng kasagutan sa
tanong.
I emailed an inquiry on the online registration process for my dad last week. I did 3 ff ups already. Always replying back with a ticket number. Hirap talaga sa SSS kailangan pa talagang puntahan kayo sa office at tao ang kausapin. Wag na lng lagyan ng venue for email kung wala naman magrereply.
I’m registering my account at crms.sss.gov.ph, why it is not responding?
I used to receive my pension on the first week of every month form the start. But for October, 2020, I have not received up to this date. I checked my bank credits with LandBank, but nothing is there.
May I know the reason?
Thank you for your indulgence.
Ma’am gudpm po patulong Po bale last payment ko Po sa lrp loan love April also po na lock down Kaya may na po ako nafullpaid Di poh ako makapag Salary loan may interest Na 5 pesos kailangan ko Lang Sana ngaun Sana po matulungan nyo ako
good afternoon sir/ madam:
i’ve been waiting for more 24 hours already with regards to my inquiry.This is my SSS NO. 0376326065 WITH CSN: 031810707401. THANK YOU.
Good day PO maam.,ng fll up na po ako ng form for reset password.bnigay kuna phone number ko at email add.kaso till now po Wala pa po ako na receive na email or txt po.,’thank you po
Good afternoon po pano po ba mag pa apointment sa SSS masinag kc until now Hindi parin ayus Ang SSS ko Hindi ako nakapag loan, August ko po inayus name ko Sana my maka pansin salamat
Good eve po aq si ma.criselda Rojales.nagPasa po aq ng maternity q ng august3,2020.pero hangang ngyn wala p.dn po laman ang atm q.pero sabi sa acct.q ok n dw naipasok n dw po sa acct.q!lan bwan n po aq nagAantay,pabalik-balik n q sa bangko@nagPunta n q sa SSS bacoor.sabi antayin q ng 5-7days.bago magCheck uli ng Bal.q,2weeks n po mahigit gang ngyn wala p dn po laman ang atm q.ano po b pwede q gawin?sana po ma2lungam nyo po aq.salamat po
good afternoon sss… paano po mag complain kasi yung acocunt ko may ibang nag loan… kung di ko nabasa yung spam email, di ko malalaman po… nakalagay salary loan.. paano ako makapag salary loan na wala naman akong work, di nga ako maka loan kasi di umabot ng 6 months contribution ko this year dahil na stop ako due to covid… please po, hindi po biro ito sana mabigyan ng action…
Good day
Nag file po ako ng calamity loan November 27, 2020
Employed po ako , at na certified na din ng aking employer, bakit po hanggang Ngayon po ay encoded for validation po ang status ng loan ko ..?
Maraming salamat
D ko ma open ang aking ticket number sa crms.sss.gov.ph
Good day po mam ako po si antuerpia ask lang po kase 1year napo ako wala natanggap na pension january kupa po napasa lahat ng requirments ko
The salamat po
Hellow, po sa partner ko din po bakit di maregister, always reply Wala sa sss record pati pin ng umid niya Mali.
iupdate ko anu na status ng maternity reinbursement ko?
Hi mam or sir have a good day, can I follow up my ss unemployment benefits please.. My tracking number is UBMW4512020120589920. I want to know the status.
Thank you very much. Have a good day.
Regards,
Lee Ann Smets
Wala pang development regarding may sister cut-off pension. Months na ang lumipas. Wala pa ring development. Puro bigay lang ng bigay ng ticket.
Good day po. Yung aking query na may ticket number 20090334062 retirement. Sabi nyo solve na bakit wala pa kayong sagot hanggang ngayon. Nasaan ba ang reply nyo??? Sabi nyo nasa “crms.sss.gov.ph” saan dito??? Ka hirap nyong tanungin at kung saan saan kami pupuntang website at wala naman..!!! Anong klaseng system ba ito??? Paki sagot nga?
hello maam please help me , how to log inn online my sssno. 060854185 why sabi hindi daw ako exist bakit
may sssno. naman.
please can you help me.
thank you
teresa andersen
Want to ff up my ticket nos.2020273171.regarding my contribution paid thru gcash with track no. 865189946. I wanted to know if it’s credited to my account and if so,I need a new PRN no. For my next contribution.i need it badly.thank you for your help Mam
Follow up my condonation posted tagal nqong nag follow n2 hawak nyo po copy NG lahat NG resibo qo paki aus nmn PO.
Sssno. 33-413-7491-3
I have been paying my sister’s SSS salary loan ahead of time but still sending/showing interest to paid, went to Baguio SSS branch to verify and said it’s system error only. When will this be fixed? Is the system program able to verify prior generating PRN or someone checking it?
Gud po maam.. im jerlyn manlapaz,patulong po sana ako ma recover yung user id and pasword ko.. e nakalimutan ko na din po yung email ko na naka save sa sss..
Please ma’am help me to fix my sss number why isn’t the emailed l received says that my sss number was already registered infact I didn’t registered yet. .
Good pm sir/mam, Im Pancrasia Acuzar SSS#09-1333876-2 Nag apply po ako ng Educational Loan since 2017 and this is my 4th times this August 2020 but it was rejected due to no remaining allocation dahil 4 year course ang encoded ng SSS when in fact 5 yr course a Civil Engineering sa RMMC General Santos ang anak ko , I have safe keep a duplicate copy of my first application certified by a civil registrar of the school. Ask ko lang po hindi na po ba eto ma reconsider since it is only erroneous encoding not on our part , nasa pandemic po tayo ngayon , graduating na po ang anak ko at maraming gastusin eto po ay inaasahan kong ma approve ,dahil lumiit na po ang sahod namin, sa kabila ng lahat di pa tapos ang anak ko dahil may board exam pa magsimula na kaming magbayad.
I was advised to check this page and see the status of ticket # 2020323015. I cant see anything. No idea where to check on this page.
Help po.
HELLO!
NAG ENROLL PO KASI NG BANK ACCOUNTS SA SSS PARA SA DISBURSEMENT NG SALARY LOAN KO PERO HANNGANG NGAYON WALA PA DIN EMAIL. SABI 3 WORKING DAYS LANG PERO HANGGANG NGAYON WALA pa DIN. 3 WEEKS NA. HINDI AKO MAKAGPROCEED SA SALARY LOAN KO.
PA HELP NAMAN AKO PLEASE.
THANKS!
Sir pag nadisabled Ang member at may remaining balance pa siya sa loans Niya kailangan pa po ba yan bayaran?
Nsan po yong reply nyo sabi nyo po nasa crms bakit hnd ko po mkta hanggang ngayon hnd ako mkaregister online ang tagal na
Helo po update ko po ung maternity benefits ko ang tagal ng process nung july30,2020 pa po un hnggang ngayon wl pa.sn mbasa nio po ito.sbi eemail ako hnggang kylan ako mg antay s matben ko.pasay taft branch po ako
This system is not user friendly either. It’s like we’re sending inquiries and follow ups to a robot or a ghost. No reply. Nothing changed. Still slow process. My pension claims been in the box for almost 5 months.
hi good day papa ano po makakakuha ng tinatawag na PNR #
How can we check the status of our enquiries/concerns when we are not receiving any decent response?? You won’t entertain our concerns when we go to any SSS branch as application of loans are done online. But your website/online is useless same with the hotline numbers. Several tickets have been raised for the same concerns were having and not a single decent email is received. Your 3 to 5 working days takes up to months with no resolution/useless system generated emails. Such a waste of time for you to have an online system and so much disappointment given to the people.
Greetings! I would like to ask why my payment for October 2020 to December 2020 which I paid last January 28 under the Mobile App MONEYGMENT still under process and still not reflected on my contributions? Attached here is the screen shot of the payment I made. My contributions for January 2021 to February 2021 immediately reflected on my contributions but for October 2020 to December 2020 were not. How come? My SSS number is 07-2440001-2
pano po malalaman ang sss total na naihulog kng ilang taon na at magkano magiging retirement ko kng sakali
Nag apply ako ng ss number online. Mag 2 weeks na yon wala parin email sakin. Nasan na ang email niyo. Need ko na ng ss number
Nag apply po ako ng retirement claim ko kasi 60 years old na ako. Kumplto naa lahat ng documents ko as sss counter 7 in ortigas branch meron na akong claim eligibity form, as per counter 7 babalikan ko raw after 2 months. 2months are fast, I’ll go back to Ortigas sss office to follow-up and the same (counter 7), But the counter 7 staff said that my reirement claim not yet process is for Manual Verication at mag email ang taga SSS Ortigas kung me approval. Tanong lang ako ilang buwan ba ako maghintay para ma approved ang retirement claim ko,