Have you ever encountered visiting a page or web site of a private or government institution where their feedback mechanism is just one click away? How was your customer experience? Satisfying? Amazing? Rewarding? Or all of these?
If you were to visit the comment section of our Facebook Page, “Philippine Social Security System—SSS,” you will notice that many of the comments there are questions on how to avail of our programs and services and status verifications. The same goes for the transactions we receive through our other communication channels such as e-mail, call center, over-the-counter, postal mail, and other social-media accounts.
With the high volume of transactions that we receive, providing answers to each one of our stakeholders and the public’s queries can be a tremendous challenge. For the first seven months of 2021, our Member Services and Support Group received a monthly average of 398,705 e-mail transactions, 51,765 social-media transactions, 17,595 call center transactions, and 1,273 mail/dropbox transactions.
Stopgap measures are in place to address this challenge, such as the continuous intensification of the dissemination of our information, education, and communication materials, and the improvement of our online presence amid the Covid-19 pandemic, among others.
Simultaneous with these measures, we have also exerted efforts to develop a long-term solution to this challenge. The realization of these efforts will be made possible through the Customer Relationship Management System portal tagged as the “uSSSap Tayo Portal” that we will launch today, September 10, 2021.
Through this portal, we aim to reduce the number of “how to” and status verification questions and improve the resolution time of such concerns by empowering our stakeholders and the public. It has three main features. The first is the Knowledgebase, which holds relevant information about SSS programs and services, including step-by-step guides; the second is the frequently asked questions (FAQs) section that has answers to common SSS queries; and the third is the facility for the viewing and submission of tickets wherein users can check the status of their current or previous concerns or lodge their queries and other concerns if they were not able to find the answers they needed.
The unique features of this portal will provide our stakeholders and the public with easier, simpler, and faster access to SSS information and complement other SSS electronic service channels such as the My.SSS Portal in the SSS web site, SSS Mobile App, Text-SSS, and Self-Service Express Terminals.
It can be accessed at https://bit.ly/uSSSapTayo. The Knowledgebase and FAQs section can be opened through the home page, and to view and submit tickets, users must create an uSSSap Tayo account and log in.
We are inviting everyone to join us at 10:00 a.m. today as we launch the uSSSap Tayo Portal through live streaming via our official Facebook Page. We will be having detailed discussions about the portal, including video presentations on how members, pensioners, employers, and the general public can set up their own account, generate tickets and browse through basic frequently asked questions on various SSS benefits and privileges.
The creation of the uSSSap Tayo Portal is one of the many milestones of the SSS in its digital transformation journey. Nevertheless, we remain committed to continuously improve our services to provide more convenient and efficient means of availing yourself of our programs and services.
The launch of this portal is part of the SSS’ 64th anniversary celebration with the theme, “expreSSS: Handog sa Miyembro, Serbisyong Makabago.” Aside from this, we are holding month-long online activities such as the Members’ Hour, which airs every Thursday for the month of September, Virtual Grandparents’ Day on September 17, and Virtual Balikat ng Bayan Awards on September 30, also through our Facebook Page.
See you all, and stay well and healthy!
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.