GSIS earns Malacañang’s commendation for 100% resolution of client concerns


State pension fund Government Service Insurance System (GSIS) was recently lauded by Malacañang’s 8888 Citizens’ Complaint Center for attaining 100% resolution rate of citizens’ concerns. This is the fifth consecutive year that it received a perfect rating from the Office of the President.

GSIS was reported to have resolved 299 citizen’s concerns as of March 2022. Last year, from January to December, a total of 1,104 concerns were similarly acted upon within the 72-hour turnaround time. In prior years, from 2018 to 2020, GSIS was similarly commended by Malacañang for consistently addressing all referrals from the President’s Hotline 8888 within the prescribed period: 1,518 concerns in 2020; 1,275 concerns in 2019; and 1,236 concerns in 2018.

Nagpapasalamat ako sa bumubuo ng 8888 Citizens’ Complaint Center na patuloy na tumutulong sa GSIS para makapagbigay ng simple, mabilis, at maginhawang aksyon sa concerns ng ating members at pensioners,” GSIS President and General Manager Rolando Ledesma Macasaet said.

The 8888 Citizens’ Complaint Center serves as a mechanism where citizens may report complaints and grievances. It monitors the monthly performance of government agencies and financial institutions through its 8888 portal.

“And, of course, I also thank the men and women of GSIS who continue to immediately respond to our clients’ needs amid the limitations resulting from this pandemic,” he added.

Last year, GSIS was likewise commended by Anti-Red Tape Authority (ARTA) Director General Jeremiah Belgica for making its Citizen’s Charter, named Guide to Transactions and Processes (GTAP), available online. Secretary Belgica considered the initiative “fully aligned with ARTA’s mandate to make people’s lives easier and faster through streamlining and automation solutions.”

GSIS similarly launched its corporate rebranding campaign in November 2021, dubbed Ginhawa for All, to make its products and services simpler and easier to understand. Under the new branding program, the benefits and services for members, pensioners and other stakeholders are grouped according to bundle, namely GFAL Active, GFAL Grand, and GFAL Plus.

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