TITLE OF ENTRY
The SSS Playbook: The Ultimate Guide for SSS Member Service Representatives (MSR)

THEME
Delay, Waiting, Workforce Knowledge, Knowledge Management

OVERVIEW
The SSS (Social Security System) Playbook aims to enhance SSS Member Service Representatives' (MSRs) productivity and efficiency in handling the growing volume of customer transactions, especially in the digitalized service environment. With a 43% workload increase since 2019 and a service level agreement (SLA) compliance gap of 19%, MSRs face challenges in providing timely responses due to the complex nature of inquiries and scattered information resources. The proposed solution is to create a centralized knowledge management portal, easily accessible through Microsoft SharePoint, where MSRs can quickly find relevant content, best practices, and updates. This tool is expected to reduce case handling time by 3-5 minutes, increase daily productivity by 70-80%, and improve the SLA compliance rate, ultimately leading to higher customer satisfaction.

PRODUCTIVITY PROBLEM
Given the pandemic situation and the digitalization of SSS transactions, customers opted to shift from the traditional over-the-counter transaction with an SSS branch to the electronic mode of customer support. SSS has various contact points where members, employers, and beneficiaries can lodge their concerns via the different service channels under the Member Communications and Assistance Department, such as through calls, client portals, email, and social media accounts. With this shift in the behavior of customers, the department has experienced a surge in the volume of transactions. The department’s workload has increased by 43% from 2019, with an annual average of 1.7 million transactions in the last three years. Last year, the department catered to 1.5 million transactions. However, only 81% of these have met the service level agreement (SLA) target for response and resolution time, while 19% of the transactions were responded to/resolved beyond the standard handling time. The Department recognizes this area or service gap that needs to be addressed to improve service delivery to the SSS stakeholders.

CHALLENGE STATEMENT
How might we improve handling concerns of SSS external customers, particularly the SLA compliance rate, to increase customer satisfaction and achieve customer delight?

PROPOSED SOLUTION
SSS is a government agency that offers members different kinds of benefits and loan privileges. And having 40.7 million SSS members to serve is not an easy mandate to fulfill. Many of SSS’ external customers demand timely support and resolution of their concerns or complaints.

With the volume of input and the complexity of customer concerns, the SSS Member Service Representatives (MSR) assisting customers primarily need real-time access to relevant information and content to address or resolve customer concerns swiftly.

Though MSRs undergo training relevant to their job, searching through an intranet, advisories, and handling guides in various repositories consumes productive minutes that may also affect handling time.

Hence, developing a knowledge management system or portal curated to help MSRs handle and resolve SSS customers' various concerns will reduce handling time and may consequently improve SLA compliance.

The portal may be designed as a communication site or Hub through Microsoft SharePoint and can be accessed by all MSRs. Content management and administration can be shared responsibilities among business process owners, who must update and ensure the relevance and accuracy of information therein.

BENEFITS/PRODUCTIVITY GAINS
The Knowledge Management portal may provide a platform enabling MSRs to seamlessly access relevant content to resolve customer concerns. This may empower them to do their jobs and improve their productivity.

Through the proposed KM portal, the MSRs will have the ultimate playbook that will capture best practices in resolving specific customer concerns and enhance employee skills through learning from the content of the KM system.

The KM portal aims to reduce the time spent handling customer concerns by 3 to 5 minutes per case or ticket. Thus, it may increase the number of outputs of one MSR daily by 70% to 80%, varying from simple to highly technical concerns. This increase in MSR output productivity may, in turn, translate into an increased SLA compliance rate.
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Name: Jennifer Carilla
Position: Corporate Executive Officer II
Agency: Social Security System
Address: SSS Main Office Building, East Ave. Quezon City