The Redesigned Social Security Number Issuance System of the Social Security System: An Assessment towards Quality Service Delivery

Abstract

The study assessed the Redesigned SS Number issuance System of the SSS towards Quality Service Delivery. It determined the effectiveness, efficiency, and satisfaction level of the respondents based on the assessment of SSS frontline personnel on the existing system and the transacting members/ customers as based on the services provided by the frontline personnel in using the Redesigned SS Number Issuance System, problems encountered, and the solutions offered by the respondents to the issues cited. The research utilized a descriptive method of research and a researcher -generated survey questionnaire in gathering data. It employed statistical tools such as frequency and percentage distribution, weighted mean, and ranking in the analysis and interpretation of the results of the study. In conclusion, the SSS frontline personnel who used the existing system found it highly effective, highly efficient, and highly satisfied though there were problems encountered like system leading to duplicate issuance of SS Number, system downtime, slow system response, correction of member's record takes time to take effect in Web Inquiry System, not all new registrants have cellphone numbers which is mandatory in theexisting system to be filled out, and the system cannot accurately determine possible duplicate SS number that needs for system upgrade. For transacting members, they were "highly satisfied" overall in terms of services provided to them by SSS frontline personnel who were using the system. However, the average means obtained from the result of the findings differed from one another. Likewise, they encountered prevalent problems like no electronic queueing number system, lack of additional personnel, systemoffline, available office space, incomplete information given by frontline personnel, and no other chair/s for standing transacting members that needed to be addressed by the organization.