(File photo)
MANILA – The Government Service Insurance System (GSIS) managed to get an outstanding rating of 98.85 percent in 2023 during the national client satisfaction survey by the Anti-Red Tape Authority and the Governance Commission for Government-Owned or -Controlled Corporations.
"The outstanding rating from our clients reinforces the dedication and hard work of the GSIS team. It reflects our commitment to provide top-notch services to our members and pensioners," GSIS president and general manager Arnulfo "Wick" Veloso said Thursday in a news release.
Over 426,000 clients participated in the survey, exceeding the required 1,500 respondents.
The 31 services evaluated received outstanding ratings between 97.13 percent and 99.69 percent, with frontline staff scoring 99.4 percent on understanding clients' needs and delivering on promises and 99.33 percent rating on reliability with minimal errors.
Service quality ratings were also impressive across various categories which include 99.31 percent for outcome, 99.25 percent for integrity, 99.21 percent for access and facilities, and nearly 99.08 percent for responsiveness and communication.
Nearly 99 percent of respondents were also found to be familiar with the GSIS Citizen's Charter.
"In 2024, both internal and external services will be covered by the survey. This comprehensive approach will help us gain a more holistic view of our performance," Veloso said, emphasizing the state pension fund's commitment to using the feedback for continuous improvement and enhancing the lives of its stakeholders.
"We view these results not just as a measure of our current performance, but as a roadmap for continuous improvement. Our goal is to enhance the lives of our key stakeholders, particularly our members and pensioners, by constantly refining and elevating our service standards," he said. (PNA)
