GSIS to operate call center by last quarter

BACOLOD CITY, Philippines - By the last quarter this year, the Government Service Insurance System (GSIS) will operate its own call center so it is available on 24/7 basis to address the needs of its more than 1.4 million active members and 300,000 pensioners in real time. 

Also, in another two years, all the members and pensioners will need is a mobile phone to connect to the GSIS and get the service they want.

These are two of the features of the ongoing system modernization of the GSIS as outlined by its chairman, Daniel Lacson Jr., last Thursday in a report he gave during the Chairman’s Report and Dialogue with Stakeholders at Grand Regal Hotel this city.

The program is in line with the GSIS’ thrust to be transparent, consultative and service-oriented, Lacson said in the dialogue attended by stakeholders and government officials.

Lacson also announced the deployment of 500 more GSIS wireless automated processing system (G-W@PS) machines, 18 of which will be set up in different towns and cities in Negros Occidental.

One such unit is now operating in the provincial capitol and another was unveiled at the New Government Center in Bacolod City last Thursday.

The G-W@PS machine will allow members and pensioners to check the status of their accounts, and even process their loans without going to the GSIS office.

“Now GSIS is going to its members, instead of the members going to GSIS,” said Bacolod Vice Mayor Jude Thaddeus Sayson who accepted the G-W@PS machine in behalf of the city.

Sayson recalled how, in the past, pensioners had to go to the GSIS office and line up there to get their pension.

Another change that the new GSIS board under Lacson will implement is the reduction of senior officers. Starting August this year, five executive vice presidents, one senior vice president, and 13 vice presidents will be removed.

The middle managers will be empowered by education and automation so they can decide things at their respective levels, to save time and resources, Lacson said.

At the dialogue, Lacson disclosed that they have hired a consultancy firm to guide them on how to organize the call center that is expected to start by the last quarter of 2011.

“We will improve access to GSIS information of our members, and anybody can communicate with us 24/7,” he said.

Lacson said they would subcontract the operations of a call center, adding that this would reinforce the assistance/helpline desk on the GSIS website, as well G-W@PS machines that have just been launched nationwide. 

GSIS senior vice president Dionisio Ebdane Jr., who accompanied Lacson, said the new GSIS leadership has set a new vision and policies, and works hard so that change can be seen and felt under President Aquino’s term.

Various concerns were also raised by GSIS members, including teachers and other government workers, at the dialogue. They were answered by Lacson, Ebdane and acting regional manager Mary Jane Javier.

Among the concerns raised were the rules on survivorship pension, delayed pensions and other benefits, and annual renewal of active status.

Based on the 2010 audit, Lacson said GSIS has a net asset of P527 billion and its funds have an actuarial life until 2051.

But Lacson said they are doing more to increase GSIS’ assets and raise the actuarial life of the agency.