INANUNSIYO ng mga executive ng Pag-IBIG Fund na ang lahat ng concerns na tinanggap sa pamamagitan ng 8888 citizen’s hotline noong nakaraang taon ay naresolba na habang patuloy ang ahensiya sa pagtalima sa panawagan ng Pangulo na pag-ibayuhin ng mga government institution ang paghahatid ng kanilang serbisyo.
“In line with President Rodrigo Roa Duterte’s directive that all government agencies must be efficient and responsive to the people’s needs, we are happy to report that we have resolved all 2,196 calls from the 8888 hotline in 2019. Rest assured that we will continuously provide even better and more efficient service to our members as the months go by,” pahayag ni Eduardo D. del Rosario, Chairperson ng 11-member Pag-IBIG Fund Board of Trustees at Secretary ng Department of Human Settlements and Urban Development (DHSUD).
Binigyang-diin niya na sa 2,196 concerns na tinanggap noong 2019, 26% lamang o 575 ang actual complaints. Ang bilang ay mas mababa ng 78% kumpara sa 2,582 actual complaints na tinanggap ng ahensiya noong 2018.
Ayon kay Del Rosario, ang bilang ay higit na impresibo kapag iniugnay sa mahigit sa 27.71 million transactions na tinanggap ng ahensiya noong 2019.
Ang pagbaba na ito sa bilang ng mga reklamo at ang service improvements na ipinatupad ng ahensiya ay pinagtibay ng customer satisfaction surveys na isinagawa noong Hunyo 2019 at Oktubre 2019 ng Philippine Survey and Research Center (PSRC), kung saan lumitaw na 91% ng Pag-IBIG members at employers ay nasisiyahan sa serbisyong ipinagkakaloob ng Pag-IBIG Fund.
Samantala, sinabi ni Pag-IBIG Fund Chief Executive Officer Acmad Rizaldy P. Moti na nabawasan ang 8888 calls na tinanggap ng ahensiya noong nakaraang taon, mula 5,075 noong 2018 ay bumaba sa 2,196 noong 2019.
“If we look at the numbers, we can see a 57% decline in the number of calls. Meaning, there was a vast improvement of service in a span of just one year. And, as we look deeper, we can see that the type of calls also improved. In 2018, 51% of the calls were complaints. But in 2019, only 26% of the calls were complaints,” ani Moti.
Idinagdag pa niya na ang bilang ay inaasahang bababa pa sa 2020. Noong Enero, ang ahensiya ay tumanggap ng 120 calls mula sa 8888 hotline. Sa 120 concerns, 29 o 24.17% lamang ang complaints, habang 88 o 73.33% ng mga tawag ay humihingi ng tulong at may mga katanungan lamang. Ang iba pang tawag ay commendations.
“It’s still early but we are confident that calls made through the 8888 hotline will continue to drop, especially with the availability of the Virtual Pag-IBIG, our online service portal which is basically a Pag-IBIG Fund branch that never closes and is always accessible. Members can now check their records and loans status, and do their transactions online, anytime, anywhere via the Virtual Pag-IBIG. And with our new and improved system, we can now process cash loans in less than 2 days. So, whether you are online or offline, you can expect better service from Pag-IBIG Fund,” sabi ni Moti.
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