GSIS to operate own call center

BACOLOD CITY, Philippines—The Government Service Insurance System (GSIS) will soon operate its own call center that will cater to the needs of its more than 1.4 million members and 300,000 pensioners.

GSIS manager Daniel Lacson Jr. said that in two years, GSIS members and pensioners will be able to connect to the state-run pension firm and get the service they want.

The setting up of a call center is part of GSIS’ efforts to modernize its operations, which Lacson reported during the stakeholders meeting at the Grand Regal Hotel here held earlier this month.

Lacson said GSIS had hired a consultancy firm to guide GSIS on how to mount call-center operations, which are expected to start by the last quarter of 2011.

“We will improve the access to GSIS information of our members, and anybody can communicate with us 24/7 (or 24 hours a day, seven days a week),” he said.

Lacson said GSIS would subcontract the operations of a call center. He added that this will reinforce the assistance/helpline desk set on the website, as well as GSIS’ wireless automated processing systems (G-W@PS) machines, which it has just launched nationwide.

Lacson said GSIS would deploy 500 more G-W@PS machines, 18 of which would be set up in Negros Occidental.

“One unit is now operating in the provincial capitol and another was unveiled at the New Government Center in Bacolod City,” he said.

The G-W@PS will allow members and pensioners to check on their status, and process their loans without going to the GSIS office.

“Now, GSIS is going to its members, instead of the members going to GSIS,” said Bacolod Vice Mayor Jude Thaddeus Sayson, who accepted the machine in behalf of the city.

Sayson recalled how pensioners used to go to the GSIS office and line up there to get their pension.

Another change that the new board under Lacson will implement in GSIS is the reduction of senior officers.

Starting August this year, GSIS will remove its five executive vice presidents, one of its senior vice presidents and 13 vice presidents.

The middle managers will be empowered by education and automation so they can decide on issues at their respective levels, to save time and resources, Lacson said.