Heeding President Rodrigo Duterte’s call on Monday’s State of the Nation Address, top executives of Pag-IBIG Fund said fund-related calls to 8888 Citizens’ Hotline Complaint Center dropped 74 percent in the first half of 2019 as the systems they put in place resulted in the resolution of 99 percent of the concerns.
“We concur with President Rodrigo Roa 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 service delivery, it gives us the chance to shine a light on our advancements. Because in 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,” said Secretary Eduardo del Rosario, chairperson of the Housing and Urban Development Coordinating Council and Pag-IBIG Fund board of trustees.
Del Rosario said data showed that about 50 percent of the total calls received were not complaints but were actually 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. 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,” del Rosario said.
Pag-IBIG Fund chief executive Acmad Rizaldy Moti said they noticed the declining number of fund-related calls starting in the second half of 2018. He said that compared to the first half of 2018, Pag-IBIG Fund related concerns dropped 58 percent in the second half of the year.
The vast improvement was highlighted by customer satisfaction surveys done in September and October 2018 when customers gave Pag-IBIG Fund a 96-percent satisfaction rating attributed to faster service delivery. In January to June 2019, the number of calls further decreased.
“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 at the branch level. 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 74 percent year-on-year,” Moti said.
“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 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. With the President’s recent call to provide services electronically, our Virtual Branch shall eventually serve all our members anytime, anywhere. So whether you are online or offline, you can count on us to be true to our Lingkod Pag-IBIG commitment: Tapat na Serbisyo, Mula sa Puso,” he said.