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GSIS seeks ‘ultimate’ digital CX

Government Service Insurance System (GSIS) President and General Manager Jose Arnulfo A. Veloso announced last week that the pension fund will automate its key processes and systems via digital platforms to provide the “ultimate customer experience” (CX) for its over 2.5 million members and pensioners.

“Our customer servicing will be technology-driven so that our members and pensioners can access GSIS at their fingertips anytime, anywhere,” Veloso was quoted in a statement as saying.

The GSIS official said that the pension fund’s mobile application will soon include facial recognition when members register or log in.

Veloso said they are working closely with the Department of Information and Communications Technology (DICT) to expand the functionalities of the mobile app. Aside from the facial recognition feature, the mobile app will cover more payment portals, he added.

Through the mobile app called “GSIS Touch,” members may access their records and apply for a loan and monitor their loan status. They may, likewise, apply for life and retirement claims while pensioners may schedule their annual renewal of active status, the GSIS statement read.

Veloso said that starting January next year, GSIS frontline servicing in all offices nationwide will transition to a more streamlined set-up, with GSIS Touch help desks placed in all offices across the country.

The GSIS said the pension fund chief visited branch offices in Sorsogon, Legazpi and Naga to also touch base with employees.

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