REFRESHER COURSE ON FRONTLINE SERVICING

of the of the

MEMBER SERVICES MEMBER SERVICES SECTIONSECTION (MSS) of SSS (MSS) of SSS

BranchesBranches

NEW FUNCTIONSNEW FUNCTIONS

BACKGROUNDBACKGROUND

Creation of Task Force on Branch

Service Delivery - Administrative Order No. 2011-012 dated 03 October 2011 CompositionTF Head AVP Josie G. Magana - NCR North

DivisionMembers DM Aurea G. Bay - BSPD

DM Carmi O. Soriano - MSSD

Ms. Arceli G. Carlos - Service Delivery Dept.Mr. Robert B. Clemente - ADM 5


Functions1. Identify issues and concerns on members’

services particularly on transactions processing and resource requirements

2. Recommend to the PCEO the solutions to address and resolve the problems and concerns including the identification, development, and enhancement of standards to be implemented in the Branches.


Approved by PCEO

- Preliminary Recommendations 07 September 2012 - Implementation Activities 05 October 2012



APPLICABLE ISSUANCES:APPLICABLE ISSUANCES:

→ OFFICE ORDER NO. 2012 – 077 ● issued Dec. 03, 2012 ● consistent with our objective of providing prompt

and convenient social security services to our members by continually improving all processes

to meet the members’ satisfaction

→ MOP ORDER NO. 2013 – 005 ● issued May 30, 2013 ● implements the policies issued under the above

Office Order ● provided for the use of the revised SSS Forms

E-4 and R-8

MOP ORDER NO. 2013-005MOP ORDER NO. 2013-005

PROCEDURES ON THE IMPLEMENTATION OF THE NEW FUNCTIONS OF MEMBER SERVICES SECTION:

1. SIMPLE CORRECTION OF MEMBER / EMPLOYER DATA

2. PROCESSING OF SALARY LOAN APPLICATIONS

SIMPLE CORRECTION OF MEMBER / ER SIMPLE CORRECTION OF MEMBER / ER DATADATA

DEFINITION OF TERMS:

Simple Correction of Member Data refers to the following:Simple Correction of Member Data refers to the following:

1. CONVERSION OF MEMBERSHIP STATUS1. CONVERSION OF MEMBERSHIP STATUS → → From TEMPORARYTEMPORARY to PERMANENTPERMANENT

2. 2. CORRECTION OF SIMPLE ERROR IN SPELLING OF CORRECTION OF SIMPLE ERROR IN SPELLING OF NAMENAME

→ → either the First, Middle or the Last Name→ from “i”“i” to “e”“e” or vice versa

example : Ariiston toto Areeston

Valdreez toto Valdriiz

CORRECTION OF SIMPLE ERROR IN SPELLING CORRECTION OF SIMPLE ERROR IN SPELLING OF NAMEOF NAME

→ → from “o”“o” to “u”“u” or vice versa example : Roostico toto Ruustico

Cuuneta toto Cooneta

→ → correction of one (1) or two (2) letters example : Pabblo Cortez toto Pavvlo Cortez

Pabblo Cortess toto Pavvlo Cortezz

→ → inclusion/deletion of space and special characters

example : Maryjane toto Mary Jane

MaryJane toto Maryjane


3. 3. CORRECTION OF PREFIX OR SUFFIXCORRECTION OF PREFIX OR SUFFIX

example : Ma. Elena toto Mariaria Elena

Mariaria Elena to to Ma. Elena Silverio Jr.Jr. toto Silverio IIII or Silverio III III

4. 4. CORRECTION OF NAME DUE TO CHANGE OF CIVIL CORRECTION OF NAME DUE TO CHANGE OF CIVIL STATUSSTATUS

→ → from MAIDEN NAMEMAIDEN NAME to MARRIED NAMEMARRIED NAME only

example : Juana Cruz Santos toto Juana Santos Reyes


5. 5. ENCODING OF MIDDLE NAMEENCODING OF MIDDLE NAME → → to complete the existing middle initialexisting middle initial in the

database

example : Pedro C. Reyes toto Pedro Cruz Reyes

6. 6. CORRECTION OF GENDERCORRECTION OF GENDER

→ → from MALE MALE to FEMALEFEMALE

→ → from FEMALEFEMALE to MALEMALE


DEFINITION OF TERMS:

Simple Correction of Employer Data refers to the following:Simple Correction of Employer Data refers to the following:

1. 1. CORRECTION OF SIMPLE ERROR IN SPELLING OF CORRECTION OF SIMPLE ERROR IN SPELLING OF EMPLOYER’S NAMEEMPLOYER’S NAME

example : Aling Doriing Canteen toto Aling Doreeng Canteen

2. 2. CORRECTION OF SIMPLE ERROR IN SPELLING OF CORRECTION OF SIMPLE ERROR IN SPELLING OF EMPLOYER’S ADDRESSEMPLOYER’S ADDRESS

example : Don Anton St., Tondo, Manila toto Don Antonioio St., Tondo, Manila


3. 3. CHANGE OF EMPLOYER’S BUSINESS ADDRESSCHANGE OF EMPLOYER’S BUSINESS ADDRESS

example: Don Anton St., Tondo, Manila toto Mapang-akit St., Brgy. Central, Quezon City

Transmit to the Processing Transmit to the Processing Center (PC) the following:Center (PC) the following:

a) Request is not classified as “Simple Correction” as specified in the Definition of Terms in the MOP;

Transmit to the Processing Transmit to the Processing Center (PC) the followingCenter (PC) the following

b) Request is classified as “Simple Correction” but combined with other request/s classified as “Complex Correction”; or

Transmit to the Processing Transmit to the Processing Center (PC) the followingCenter (PC) the following

c) Request is classified as “Simple Correction” but member is an existing retirement or total permanent disability pensioner.

GENERAL WORKFLOW - GENERAL WORKFLOW - Processing of Processing of Request for Simple Correction of EE/ER Request for Simple Correction of EE/ER DataData

FILER

SUBMISSION OF E-4/R-8

PRESENTATION OF SS ID CARD & OTHER DOCUMENTARY REQUIREMENTS

MSRPROCESSING OF E-4/R-8/ REQUEST FORM

ONLINE REVIEW

SR. CLERKSCANNING AND FILING OF E-4/ R-8

Member Services Section

SSO III/ CEO II

2. Processing of Salary 2. Processing of Salary Loan ApplicationLoan Application

GENERAL WORKFLOW - Processing of GENERAL WORKFLOW - Processing of SL ApplicationSL Application

Member Services Section

MSR

VALIDATION OF ENCODED DATA

GENERATION OF CHECK

Filer SR. CLERK

PROCESSING OF MLA

ONLINE REVIEW

SCANNING AND FILING OF MLA

SSO III/ CEO II

SUBMISSION OF MEMBER LOAN APPLI-CATION (MLA)

PRESENTATION OF SS ID CARD AND OTHER DOCUMENTARY REQUIREMENTS

File Anywhere Policy Centralized Printing of Checks by DCOD Centralized Release of Checks by OSD

CUT-OFF TIME - CUT-OFF TIME - Processing of SL Processing of SL ApplicationsApplications

SL Applications encoded by MSR from 7:00 a.m. to 7:00 p.m. will be included in the validation on the same day

Data Center Operations Department (DCOD) shall conduct validation of encoded SL Applications every 8:00 p.m. of the same day

SCREEN SHOTS SCREEN SHOTS OF NEW OF NEW SYSTEMSYSTEM

Simple Simple CorrectionsCorrections

Simple CorrectionsSimple Corrections


Click here




SL ApplicationsSL Applications

SL Applications - MSRSL Applications - MSR









SL Applications - MSR SL Applications - MSR (data (data entry)entry)



SL Applications - MSR SL Applications - MSR (end of (end of day)day)



SL Applications - SupervisorSL Applications - Supervisor



SAMPLE - List of Approved SAMPLE - List of Approved SLAsSLAs

SAMPLE - List of Approved SAMPLE - List of Approved SLAsSLAs

SAMPLE - List of Rejected SAMPLE - List of Rejected SLAsSLAs

Outright Outright RejectionRejection

Outright ROutright Rejection ejection






IMPLEMENTATIOIMPLEMENTATION SCHEDULEN SCHEDULE

ACTIVITIES TIMETABLE1. User Acceptance Test October 02-03, 2012

2. Pilot Implementation (SFDM, Roxas & Pasig Branch)

October 11- 25, 2012

3. Orientation of Branches (System-wide)

Nov. 12 - Dec. 05, 2012

4. MOP Approval (detailed) December 2012

5. Full Implementation January 2013

IMPLEMENTATION SCHEDULEIMPLEMENTATION SCHEDULE

EEnndd ooff PPrreesseennttaattiioonn Thank You!Thank You!

Government & Nonprofit

REFRESHER COURSE ON FRONTLINE SERVICING