Our Journey of Transformation -...
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Our Journey of Transformation 2017 Public Sector HR Fourm Atty Nora Malubay - Saludares Officer in Charge 4 - 6 July 2017
Transcript of Our Journey of Transformation -...
Our Journey of Transformation
2017 Public Sector HR Fourm
Atty Nora Malubay-SaludaresOfficer in Charge
4-6 July 2017
OUTLINE OF PRESENTATION
• The Need to Transform
• Transformative Reforms
• Achieving Service Breakthroughs
• Reaping the Rewards of Reforms
THE NEED TO TRANSFORM
GSIS then…
“The most member-insensitive or hated agency…”
- former CSC Chairman Francisco Duque III
“Ranked 2nd and 3rd in 2012 and 2013 among
agencies with the most number of
complaints under CSC’s
Contact Center ng Bayan…”
- CSC Director Ma Luisa Agamata
Where did we come from?
The Need to Transform
• Weekly rallies staged by
government employees
organizations
• Voluminous complaints
filed at various
channels: Presidential
Action Center,
Congressional
Assistance Center,
Public Attorney’s
Office, Major Dailies,
Radio Programs
Where did we come from?
GSIS then…
The Need to Transform
• More than Php30B in Unposted/Erroneously Posted Premium &
Loan Payments
• 315 Agencies Suspended Due to Non-Remittance of Premiums
• COA Qualified Opinions on GSIS Financial Statements
• Controversial Policies & Investment Decisions
• Lack of Transparency in Insurance Operations
• Poor Employee Relations with Management
Other Challenges.
The Need to Transform
Regain the trust and confidence of members,
pensioners, employees and other stakeholders.
ONE POLICY AT A TIME.
ONE MEMBER AT A TIME.
ONE DAY AT A TIME.
Our Goal.
was rebranded with a new Vision and Mission
focused on RESPONSIVE SERVICEthrough the conduct of nationwide dialogues
New
GSIS
More Transparent
More Consultative
More Member Focused
Our Vision. (2011)
In the next five years, we will rebuild the
Government Service Insurance System as the premier
pension fund institution and as a world-class center
for member-service. GSIS will be an organization that
is transparent, autonomous and beyond public
reproach, with a passion for providing the highest
quality of service to its members at every level.
Our Mission. (2011)
To regain the trust and confidence of our stakeholders we will
singularly pursue the social mission of our charter and
promote an efficient organization that is fully-automated and
member-focused. We will relentlessly pursue continual
improvement in our services driven by integrity,
professionalism, and a culture of public service. We will
sustain financial viability of the System and ensure its
prolonged actuarial life, for the benefit not only of our
existing members, but also the next generation. In this way
we will restore the pride of GSIS and in so doing, retain and
recruit staff that shares our commitment. Finally, we will
strive to empower our members to enable them to
participate in the evolution of our institution.
TURNING POINTS FOR TRANSFORMATION
• Rationalize the organizational structure to ensure service responsiveness (full-servicing for members and pensioners nationwide)
• Minimize hierarchy to facilitate decision-making
• Upgrade personnel complement so they can cope with the fast paced demands of computerized systems and procedures
REORGANIZATION
Turning Points for Transformation
Turning Points for Transformation
CONDUCT OF REGULAR DIALOGUES
MORE OPEN COMMUNICATIONS WITH GSIS UNION
Management was able to get the support of the rank and
file through regular dialogues and consultations with
employees through its union officers during
the change management process
Turning Points for Transformation
ENSURING THE CONTRIBUTION OF ALL UNITS & INDIVIDUALS
Board of Trustees
Management
Committee
Functional Groups /
Offices
Departments/
Divisions
Employees
Strategies/ Directions
Strategic Initiatives/
Developmental Plans
Plans & Programs
(Commitments/ Targets)
Operational Plans
Individual
Commitments
/ Targets
Turning Points for Transformation
- monitors risk exposure of key
risk indicators vis-à-vis target
level
- studies possible risk factors as
inputs to policy
- maintains Risk Heat Maps
monitoring impact and
likelihood of occurrence of
identified risks, which are
reported every quarter to the
BOT and ManCom
GREATER FOCUS ON ENTERPRISE RISK MANAGEMENT
Turning Points for Transformation
Serves as a crucial tool for
monitoring and ensuring
efficient processing of
transactions within the
prescribed period
TRANSACTION MONITORING SYSTEM
Turning Points for Transformation
TRANSFORMATIVE REFORMS FOR
SERVICE RESPONSIVENESS
Transformative Reforms
• No more ARAS
• Php5k Minimum Basic
Pension
• Restoration of
Survivorship Pension
PENSIONERS
Transformative Reforms
• Revived payment of
proportionate pension
• Granted Php20K Pension
emergency loan
• Insured pension loan
• Increased funeral benefit to
30K
PENSIONERS
Transformative Reforms
Age Amount
Pensioner who
will turn 90
Php20,000
Pensioner who
will turn 95
Php30,000
Pensioner who
will turn 100
Php50,000
PENSIONERS
Transformative Reforms
• Stopped suspension of loan
privileges
• Streamlined documentary
requirements
ACTIVE MEMBERS
Transformative Reforms
• Continued membership for 65 y/o in gov’t service
• Allowed change in retirement mode
• Increased funeral benefit to Php30K
ACTIVE MEMBERS
Transformative Reforms for Active Members
• Updated members’
accounts through
continuing reconciliation
and issuance of Statement
of Loan Accounts
ACTIVE MEMBERS
Transformative Reforms
IMPROVED ACCESS
TO SERVICE
Deployed nearly 1,000
GWAPS kiosks
Renewed partnership with
LANDBANK
Transformative Reforms
IMPROVED ACCESS
TO SERVICE
Established
24/7 call center
Opened Pasig Extension Office and
58 service desks
Transformative Reforms
LEVERAGED TECHNOLOGY
FOR IMPROVED SERVICE
e-Credited GSIS benefits
Implemented Electronic Billing
and Collection System (eBCS)
Implemented Electronic GSIS
Members’ Online (eGSISMO)
http://egsismo.gsis.gov.ph/
Transformative Reforms
MORE RESPONSIVE LOAN PROGRAMS
Enhanced Conso-loan Plus
Special loan assistance
packages for Yolanda and
other calamity-hit victims:
• Loan moratorium
• H.E.L.P.
• Enhanced emergency
loan
Transformative Reforms
MORE RESPONSIVE LOAN PROGRAMS
Housing Loan Remedial and
Restructuring Program
Source: megamanilahouses.com
Transformative Reforms
TRANSPARENCY AND
GOOD GOVERNANCE
Built partnerships for greater efficiency
SERVICE BREAKTHROUGHS
Journey of Transformation
Improved Collection Efficiency
for Social Insurance Premiums and Loans
AGENCY /
SECTOR
PREMIUMS (%) LOANS (%)
2013 2014 2015 2016 2013 2014 2015 2016
DepED 102 102 100 101 81 88 89 86
NGAs 98 100 101 103 93 97 98 99
LGUs 101 100 98 101 84 88 93 94
GOCCs 100 100 101 101 93 97 99 99
GFIs 103 103 101 103 97 97 99 100
Judiciary 101 98 98 101 105 102 101 101
ARMM 108 97 102 107 64 74 80 78
Military 96 96 114 97 79 92 98 97
Pensioners - - - - - - - 100
TOTAL 101 101 100 102 85 91 93 95
Achieving Breakthroughs
Improved Posting Efficiency and
Reduced Volume of Unposted Payments
Achieving Breakthroughs
Posting Efficiency
Unposted Payments
83.5
87.3 87.2
90.3
95.396.5
97.6
2010 2011 2012 2013 2014 2015 2016
30B
11B8.9B
3.6B 2.9B 2.7B
2010 2011 2012 2013 2014 2015
Continuous improvement in
processing claims within target TATs
Achieving Breakthroughs
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Disability2012 - 2016
2012 2013 2014 2015 2016
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Retirement2012 - 2016
2012 2013 2014 2015 2016
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Survivorship2012 - 2016
2012 2013 2014 2015 2016
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Funeral2012 - 2016
2012 2013 2014 2015 2016
Decreased Backlog in Transactions
YEAR Beginning Incoming Closed Ending
2010 694,790 591,727 103,063
2011 103,063 1,385,453 1,375,638 112,878
2012 112,878 3,110,261 3,079,344 143,795
2013 143,795 3,499,882 3,570,133 73,544
2014 73,544 2,902,421 2,947,189 28,776
2015 28,776 2,295,348 2,291,388 32,736
2016 32,736 3,208,856 3,224,264 17,328
Achieving Breakthroughs
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
2010 2011 2012 2013 2014 2015 2016
Reduction in Suspended Agencies
Achieving Breakthroughs
315
199
8062
0
50
100
150
200
250
300
350
2010 2013 Oct-15 Dec-16
Greater Claims and Benefits Paid (in Billion Pesos)
40.6
51.7
63
80 81.584.6 86.68
2010 2011 2012 2013 2014 2015 2016
Achieving Breakthroughs
Growth in Assets
Achieving Breakthroughs
506.19B
566.71B633.64B
731.93B
789.22B
907.09B
958.31B1.013 Trillion
2009 2010 2011 2012 2013 2014 2015 2016
Longer Fund Life
Achieving Breakthroughs
2042(32 Years)
2045(34 Years)
2046(34 Years)
2048(35 Years)
2049(35 Years)
2049(34 Years)
2010 2011 2012 2013 2014 2015
Achieving Breakthroughs
Generated savings from reduced insurance premiums,
lower deductibles of insured agencies
406.25 M 414.07 M
600.46 M 598.72 M
672.12 M
575.856 M
2011 2012 2013 2014 2015 2016
RI Savings (vs. 2010)
Total RI Savings = Php3.27 Billion
REAPING THE REWARDS
Journey of Transformation
GSIS Transformed
As Service
Exemplar
Reaping the Rewards
“ …in our opinion, the
financial statements are
presented fairly in all
material respects…”
Commission on Audit
Unqualified opinion for the 5th year in a row
(since 2011)
Achieving Breakthroughs
Conferment as an Island of Good Governance, an
honor accorded to public institutions that have
transformed themselves through good governance,
by the Institute of Solidarity for Asia (March 2016)
Reaping the Rewards
Reaping the Rewards
ISO 9001:2015 certified for loans processing and membership administration
Adjudged as ADP Service Excellence
Company of the year by Asia CEO,
the largest business award event in
Southeast Asia (October 2016)
Reaping the Rewards
Finalist in the 2nd World Pension Summit for Electronic Billing
and Collection System in the Technology Innovation category
held at The Hague, Netherlands (10 November 2016)
Reaping the Rewards
Reaping the Rewards
ASEAN Risk Awards
(November2016)
THANK YOU.
