Pag-IBIG hotline calls dip 74% in H1
Credit to Author: The Manila Times| Date: Tue, 23 Jul 2019 16:24:13 +0000
A day after President Rodrigo Duterte chastised it during his fourth State of the Nation Address (SONA), the Home Development Mutual Fund (Pag-IBIG Fund) reported on Tuesday that Fund-related calls to its 8888 Citizens’ Hotline Complaint Center dropped by 74 percent in the first half of this year.
The systems it had put in place, the state-run agency said in a statement, has resulted in the resolution of 99 percent of the concerns received through the hotline.
“We concur with President Rodrigo Duterte when he said that much has to be done in ensuring responsiveness to people’s needs. And while Pag-IBIG Fund made the list of the agencies that need to improve [their] service delivery, it gives us the chance to shine [a] light on our advancements,” said Secretary Eduardo D. del Rosario, chairman of the Housing and Urban Development Coordinating Council and the Pag-IBIG Fund Board of Trustees.
“[I]n the last two years, we have been monitoring 8888 calls closely, and I’m happy to report that 99 percent of all calls are already resolved,” he added.
According to him, the agency’s monitoring data showed that about 50 percent of the total calls received are not complaints, but inquiries or requests for assistance regarding their records.
“Majority of the real complaints touched on delays in loans processing. This is understandable because we were improving our systems during that time,” del Rosario explained.
“We completed the full deployment of our new core systems in December 2017 and we spent the first half of 2018 addressing backlog brought about by data migration. Now, we receive [fewer] complaints because the new systems are up and running,” he said.
Pag-IBIG Chief Executive Officer Acmad Rizaldy P. Moti said his agency had noticed the declining number of Fund-related calls, which started in the second half of 2018. He added that, compared to the first half of 2018, Pag-IBIG-related concerns dropped by 58 percent in the second half of the year.
This vast improvement was further highlighted by customer satisfaction surveys conducted in September and October 2018. In these polls, customers gave Pag-IBIG a 96-percent satisfaction rating, which was attributed to faster service delivery. The number of calls decreased further in January to June this year.
“We received a lot of calls last year as we were upgrading to our new system. While the system migration caused delays in the processing of some loans and records, we doubled our efforts to help our members in the branch level,” Moti said.
“That’s why we launched our Lingkod Pag-IBIG campaign. And since changes in our systems have now stabilized, Fund-related calls in the first half of 2019 declined by 74 percent year-on-year,” he added.
“While we faced challenges along the way, we renewed our commitment to serve our members better and we worked hard to address their concerns. Because of this, we are able to settle and reduce the number of calls significantly every semester,” the Pag-IBIG CEO said.
“The downward trend in the number of calls we receive is clear and consistent. And with our new and improved system fully functioning, we can now process loans in as fast as 1.8 days. And soon, we will launch our Virtual Branch – a project we have been working on for a while,” he added.
“With the President’s recent call to provide services electronically, our Virtual Branch shall eventually serve all our members anytime, anywhere.”
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