The Social Security System (SSS) achieved a 92.03 percent resolution rate for queries, complaints, " />

SSS obtained fifth highest resolution rate among government agencies

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

In its Contact Center ng Bayan (CCB) January to December 2020 Report, 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: “As of January 28, 2021, 100% 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/involuntary separation applications. The commencement of their digital services is also believed to be one of the reasons why they were able to effectively and efficiently resolve these concerns or queries. 

CCB 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 No. 9845 or the Anti-Red Tape Act (ARTA) of 2007.

In October 2016, President Rodrigo Duterte signed Executive Order No. 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, SSS resolved 21,233 queries, complaints, and requests out of 22,349 calls endorsed by Citizen Hotline 8888 in 2020. 




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