State pension fund Government Service Insurance System (GSIS) has implemented the first electronic Citizen’s Charter in the government dubbed Guide to Transactions and Processes (GTAP).
“GTAP is one of the newest innovations in GSIS that supports the government’s thrust to simplify processes and make services convenient to stakeholders under Republic Act 11032 (Ease of Doing Business and Efficient Delivery of Government Services Act of 2018), ” GSIS chairman and concurrent acting president and general manager Rolando Ledesma Macasaet said.
The Ease of Doing Business Act requires all government offices and agencies to set up their updated service standards known as Citizen’s Charters “in the form of information billboards, which shall be posted in the main entrance of offices, in their respective websites, as well as in the form of published materials.
The GTAP enables GSIS members and pensioners to electronically access the complete and latest information they need to transact with GSIS, covering a checklist of documentary requirements, procedures including those for filing of complaints, and a turnaround time to conclude each process.
“As a handy guide for filing claims and loans, GTAP empowers our members and pensioners,” Macasaet said.
With GTAP, the pension fund also supports its corporate social responsibility advocacy to care for the environment as the electronic version no longer requires printing numerous tarpaulins.
GSIS has implemented measures to make its transactions client-friendly to provide responsive service. These included the deployment of nearly 900 GSIS Wireless Automated Processing System (GWAPS) kiosks across the country, the electronic crediting of claims such as retirement, life insurance, and survivorship to members’ accounts, as well as the implementation of the Electronic Billing and Collection System (eBCS) and electronic GSIS Members’ Online (eGSISMO).