TITLE OF ENTRY
Pension Loan Drive-Thru Service

THEMES
Waiting, Process improvement

OVERVIEW
The Pension Loan Drive-Thru Service is proposed as a solution to reduce long wait times and enhance the experience for senior citizens, the primary customers of the Pension Loan Program. Currently, pensioners spend over two hours on the process despite online filing options. Many retirees still prefer in-person assistance, leading to long queues and dissatisfaction. The proposed drive-thru service aims to improve this by providing additional accessible locations, such as barangays, malls, and OSCA offices, where pensioners can conveniently apply for loans. This initiative is expected to reduce office wait times significantly, from over 90 minutes to under an hour, while offering a more personalized and efficient service.

PRODUCTIVITY PROBLEM
One of the branch's significant challenges is providing ease to waiting clients, especially to the most vulnerable senior citizens who are the target customers of the Pension Loan Program. Availing of this program will entail almost 2 hours in the queue and 15 minutes of completing the pension loan electronic and manual process. Even with the availability of the Pension Loan Program in SSS online facilities, only a slight decrease of 17% in the Pension Loan manual filing has been recorded within the year. Many retiree pensioners still opt to visit the branch for a face-to-face transaction and seek assistance from SSS personnel in the online filing channel.

CHALLENGE STATEMENT
How might we improve the waiting time for pension loan borrowers to enhance customer satisfaction?

PROPOSED SOLUTION
To address the queueing problem, A Pension Loan Drive-Thru Service is suggested. This aims to provide additional pension loan service sites where pensioners can transact. It is an additional service counter located outside the office that handles pension loan transactions. The Drive-thru Service is not just a structure; it can be an organized set-up that can be placed in barangays, the Office of the Senior Citizens Affair (OSCA) offices, malls, or public places where the group of prospective retiree pensioners would like to transact.

BENEFITS / PRODUCTIVITY GAINS
1) The waiting time of those who wish to transact in the office will improve from 1 hour and 30 minutes to less than 1 hour. It is expected that many of the target customers will transact at the convenience of their chosen location.
2) Pension Loan availment becomes personalized, delivered in the comfort of their barangays.
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Name: Mary Ellen Estoque
Position: Acting Vice President
Agency: Social Security System
Address: SSS Bldg., J. P Laurel Avenue, Bajada, Davao City