STILL reeling from their surprise inspection at the Bureau of Internal Revenue Tuesday, the Civil Service Commission conducted another Anti-Red Tape Act check Wednesday at the Social Security System, one of the agencies with many complaints from clients.
CSC regional director Atty. Marilyn Taldo said the numerous complaints received in their hotline and the number of clients received daily by the SSS is among the reasons why the agency is being monitored.
Taldo said it is important for frontline services to be efficient as evaluating the delivery of public service remains a thrust of the CSC to maintain the quality of services rendered by government agencies to the public.
According to the regional director, the Anti-Red Tape Act watch is a prelude to the Report Card Survey which will be conducted by the agency discreetly by interviewing clients transacting in government offices offering frontline services to get immediate feedback on client satisfaction or dissatisfaction to various services offered by the SSS.
She also challenged the SSS leadership to step-up its efforts to comply with its Citizen’s Charter and comply with the Report Card Survey that will serve as basis for the Seal of Excellenece being given by the CSC to government agencies with a high score in the survey. The winner of this award will receive P100,000 incentive from the commission.
Last year, the Department of Social Welfare and Development, Commission on Higher Education and Department of Labor and Employment Cordillera regional offices received the award and incentives from the CSC for their efficient frontline services.
The CSC team conducted the surprise spot check to observe the SSS’ observance of No Noon Break policy last Wednesday with the agency noticing some improvements which include faster queuing system, posting of No Fixer signs and the provision of an orderly layout and environment in the office.
However, the CSC noticed several rooms for improvement in the agency particularly on the lack of substitute personnel manning several lanes for payment and processing of loans and claims during the noon break.
A Public Assistance and Complaints Desk should also be complied by the SSS as well as special lanes for senior citizens, pregnant women and persons with disabilities.
Suggestion boxes and feedback forms should also be placed by the agency in conspicuous places in their office to collect both positive and negative remarks on their services by the public.
SSS assistant manager Myrna Lacsamana said the agency has been addressing concerns of long lines and slow turnaround which is why they have implemented effective February a queuing system and issued transaction slips to speed up transactions in their office.
Lacsamana further explained there are identified slow lanes and fast lanes in the SSS.
In the slow lanes, it usually takes 25 to 30 minutes for every transaction because their employees are verifying the authenticity as well as contents of important documents before any claim or benefit could be availed by the client. This, as the agency addresses concerns of the client being tossed from one department to another because of inconsistencies of their submitted documents and forms.
In the fast lane, she said it will only take one to three minutes processing for requests on SSS identification numbers and payment of monthly dues.