On its 78th year, the Government Service Insurance System reaffirms its commitment to provide the most responsive service to its over 1.8 million members and pensioners.
Through the years, GSIS carried out a host of reforms to transform the System into a caring institution that is more consultative, transparent, and member-focused. Of importance: increased the minimum pension to Php5,000, restored survivorship pension, lifted the suspension of loan privileges for employees working in suspended agencies, revoked the Annual Renewal of Active Status for pensioners, enhanced accessibility of services for its members through the deployment of close to a thousand GWAPS kiosks nationwide, and renewed partnership with LANDBANK as an additional servicing bank.
2014 in Retrospect
2014 was a record-breaking year for GSIS in terms of financial performance and exemplary service delivery. No less than President Benigno S. Aquino III, during the 2015 GOCC Dividends Day at the Bulwagang Rizal in Malacañang Palace, cited the impressive performance of the GSIS.
“Bigyan natin ng other success stories. GSIS income in 2010 was at Php64 billion. In 2014, it’s now Php140 billion. Can we give a big hand to Bernie Vergara and the whole team. (Its) assets worth Php567 billion in 2010 is now Php910 billion. Claims and benefits from Php46 billion, has reached Php84 billion…,” President Aquino said tracing the financial growth of the pension fund in the last five years.
The processing of claims continues to improve with the reduction in the number of documentary requirements, electronic crediting of benefits (retirement, life insurance, survivorship and pre-need) to the accounts of members, additional system enhancements and ‘file anywhere’ policy. In 2014, GSIS adopted a risk system that closely monitors the processing efficiency of its 56 branch and extension offices. As a result, 96% of all retirement and separation claims are processed well within the 90-day turnaround time.
More importantly, GSIS was recognized by the Civil Service Commission as the top government agency in its annual survey of frontline service agencies last year, garnering an overall average rating of 91 percent in its Anti-Red Tape Act (ARTA) customer feedback survey, with no branch scoring a failing mark.
This is a far cry from the 2012 survey covering 45 branch offices, where GSIS received a “Failed” overall rating. In the 2013 survey covering 28 branch offices, the pension rebounded with an average rating of 89% or “Good.” In addition, eight offices received a Seal of Excellence Award for exemplary service. In 2014, GSIS further improved its rating with an overall grade of “Excellent” for its 56 branch offices. Eleven branch offices have already earned a Seal of Excellence—Baguio, Bayombong, Borongan, Bulacan, Butuan, Dipolog, Laoag, Pasay, Surigao, Tagum, and Tuguegarao.
In the next 400 days or so left, the focus of the pension fund remains upholding the interest and welfare of its members and pensioners.
Empowering its stakeholders through the conduct of dialogues will continue, recognizing the important role they play in the evolution of the System, through their voice. Amendments to the GSIS charter will continue to be pursued to legislate reforms in line with being service
responsive. These include establishing a members’ bill of rights, designation of beneficiary by single members before age 50, removal of remarriage and cohabitation as grounds for the cancellation of survivorship benefit, and lifting of the prescription period for claims.