SSS ranks high in resolution rate among govt agencies

THE Social Security System noted that the Civil Service Commission (CSC) announced the SSS achieved a 92.03-percent resolution rate for queries, complaints and requests, attaining the fifth-highest rank among government agencies in the country.

In its “Contact Center ng Bayan” January to December 2020 report, the CSC said the pension fund resolved 1,166 queries, complaints and requests out of 1,267 calls endorsed through the CCB from the said period.

SSS President and Chief Executive Officer Aurora C. Ignacio said that as of January 28, 100 percent of the endorsed cases in the previous year were settled with an average turnaround time of four working days.

“We want to commend our employees in all concerned units for their dedication and strict monitoring of each referred case, despite resorting to alternative work arrangements due to lockdowns imposed last year.”

Among the top three concerns referred to SSS involve maternity benefits, loans and unemployment benefit and/or involuntary separation applications.

The Land Bank of the Philippines (LBP) and Philippine Health Insurance Corp. (Philhealth) earned the top spots with a 100-percent resolution rate. The Bureau of Internal Revenue (BIR) placed second with 98.81 percent, while the Land Transportation Office ranked third with 92.74 percent.

The “Contact Center ng Bayan” is a government feedback mechanism established by the CSC and the Communications Technology Office-national Computer Center (ICTO-NCC) to support the implementation of Republic Act 9845 or the Anti-red Tape Act (ARTA) of 2007.

In October 2016, President Rodrigo Duterte signed Executive Order 6, which institutionalized the Citizen Hotline 8888 and established the 8888 Citizens’ Complaint Center to provide another feedback mechanism where members, pensioners and beneficiaries can lodge queries and other concerns for immediate action.

In keeping with this, the SSS said it resolved 21,233 queries, complaints and requests out of 22,349 calls endorsed by Citizen Hotline 8888 last year.