EFFICIENCY OF CLIENT RELATED TRANSACTIONS OF SSS BRANCHES IN BULACAN

EFFICIENCY OF CLIENT RELATED TRANSACTIONS OF SSS BRANCHES IN BULACAN: BASIS FOR IMPROVING SERVICES
BSBA FM 4A, Group 1
Caparas, Joanna Kathleen
Galman, Jubilene
Herrera, Judy Anne Marie
Talento, Marijo
Libao, Joshua
Contents
TOC o “1-3” h z u CHAPTER 1 PAGEREF _Toc512989217 h 4THE PROBLEM AND ITS BACKGROUND PAGEREF _Toc512989218 h 4INTRODUCTION PAGEREF _Toc512989219 h 4STATEMENT OF THE PROBLEM PAGEREF _Toc512989220 h 6SIGNIFICANCE OF THE STUDY PAGEREF _Toc512989221 h 7SCOPE AND DELIMITATIONS PAGEREF _Toc512989222 h 8DEFINITION OF KEY TERMS PAGEREF _Toc512989223 h 9CHAPTER 2 PAGEREF _Toc512989224 h 11THEORETICAL FRAMEWORK PAGEREF _Toc512989225 h 11RELEVANT THEORIES PAGEREF _Toc512989226 h 11RELATED LITERATURE PAGEREF _Toc512989227 h 13RELATED STUDIES PAGEREF _Toc512989228 h 18CONCEPTUAL FRAMEWORK PAGEREF _Toc512989229 h 22CHAPTER 3 PAGEREF _Toc512989230 h 25RESEARCH METHODOLOGY PAGEREF _Toc512989231 h 25RESEARCH METHOD PAGEREF _Toc512989232 h 25POPULATION AND SAMPLE OF THE STUDY PAGEREF _Toc512989233 h 26AREA OF THE STUDY PAGEREF _Toc512989234 h 26RESEARCH INSTRUMENT PAGEREF _Toc512989235 h 27Questionnaire PAGEREF _Toc512989236 h 27Semi-Structured Interview PAGEREF _Toc512989237 h 27DATA PROCESSING AND STATISTICAL TREATMENT PAGEREF _Toc512989238 h 28CHAPTER IV PAGEREF _Toc512989239 h 29PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA PAGEREF _Toc512989240 h 294.1. Assessment of the Efficiency of Client Related Transactions of SSS: PAGEREF _Toc512989241 h 294.1.1. The Social Security System Citizen’s Charter PAGEREF _Toc512989242 h 294.1.2. Finishing Time of Transactions: PAGEREF _Toc512989243 h 314.1.3. Occurrence of delay PAGEREF _Toc512989244 h 344.1.4. Awareness of the Citizen’s Charter of the Clients PAGEREF _Toc512989245 h 36
CHAPTER 1THE PROBLEM AND ITS BACKGROUNDThis chapter includes the introduction, statement of the problem, hypothesis, scope and limitation, conceptual framework, significance of the study and the definition of terms used.

INTRODUCTIONSocial security is a government program designed to provide for the basic economic security and welfare of individuals and their dependents. The programs classified under the term “Social Security” differ from one country to another, but all are the result of government legislation and are all designed to provide some kind of monetary payment to defray a loss or a deficiency in income.

The enactment of the Social Security Act is the most significant progressive social legislation in the Philippines. With the passing of this act, the government officially committed itself to the policy “to develop, establish gradually and perfect a social security system, which shall be suitable to the needs of the people of the Philippines.” The growing economy of the Philippines and increasing population challenged the Social Security System to grow more. To fulfill its mandate of providing social security protection, the SSS strengthened their reserve fund by enlarging its membership base. Addition to benefits and services were provided to more members. The social security system also widened their coverage to agricultural workers and to employees of foreign governments or international organization upon agreement with the Philippine government.

The SSS Fund was valued to last up to perpetuity in the 80s. Over the years that followed, however, the life was found to be no longer in perpetuity. As per derived from the valuation from 1999, the institution would only last until 2015; from 2003 valuation, the institution would only last till 2031; and as from the 2007 valuation, the institution would only last until 2039. For a partially funded scheme, this assumption was actually comfortable, but the ideal and the ultimate goal of the fund is to incrementally bring back their perpetuity, which is estimated at 65 years or until 2075. Given that the Social Security System is continuously growing over the years, and implementing wider services for their members, accumulation of greater risk in the life of the fund is at high level. This study aims to further analyze the efficiency of transactions provided for their members. In this way, the researchers will be able to identify the key areas which the institution will need to strengthen, since most of their funds came from their members. Another aim of this study is to develop an output which can help not just the members of the Social Security System, but also their management. Since the Social Security System is a government institution, they aim to provide greater satisfaction of the public, enhancing the management strategy or the management policies which can enhance their transaction and gather positive results for the company. The institution needs to be financially viable in order to achieve their desired goal, this means that the contribution collections must cover, if not exceed, benefit payments, operating expenses and cover future benefit obligations. The members are a large part in generating funds for the institution since their contribution for the fund is one of the institutions’ financial source. Aiming to gather members’ greater satisfaction will lead to greater trust for the company and greater sources of fund.

STATEMENT OF THE PROBLEMThe general problem of the study is to assess the efficiency of client related transactions of Social Security System Malolos and Baliwag branches.

Specifically, this study will find answer to the following questions:
1. How may the efficiency of the client related transactions of SSS be assessed in terms of:
1.1. Finishing time of transactions
1.1.1. Malolos and Baliwag branch clients’ finishing time of transaction
1.1.2. Most frequent finished transactions among respondents
1.2. Occurrence of delay
1.2.1. Frequency of delays in transaction among the respondents
1.3. Clients’ awareness of the Citizen’s Charter
1.3.1. Frequency of SSS clients who are aware of the Citizen’s Charter
1.4. Essence of Public Assistance Desk
1.5. Clients Comments and Suggestions regarding the Service performed by the branches and its employees
SIGNIFICANCE OF THE STUDYThis study, provide an assessment of the efficiency of client related transaction provided by the Social Security System for their members. The study also aim to enhance the existing managerial policy that they provide for their clients resulting to greater satisfaction of their clients and generating higher number of members contributing to the fund of the institution. The study also seeks to achieve perpetuality in the life of the Social Security System. Prolonging the institutions’ life span means providing greater welfare and assistance to the public.

Moreover, this study is conducted to be beneficial to the following:
Social Security System
To be an instrument in providing efficient service to the public
To lessen the failure of their operations
To determine the effective approach that they may use to increase their efficiency as a government financial institution
To provide financial stability for the institution
To prevent the risk of loss due to improper management
Members of Social Security System
To experience better service
To assure social justice and provide meaningful protection from Social Security System
To receive all benefits that is entitled to member
Future researchers
This study will provide relevant information about the management approaches that are used by Social Security System
This study may be used by the researchers to further enhance or develop the management approach of the Social Security System
This study will contribute an up to date information that may be used for future developments
SCOPE AND DELIMITATIONSThis study consist of assessment of the efficiency of client related transactions on selected branches of Social Security System in Bulacan, specifically the Malolos and Baliwag branches. In addition, the study focuses only on the assessment of the services provided by the branches. However, it further limits itself from those other transactional processes, especially the time-process itself of the requirements to be approved by the SSS. Thus, the study aims to provide data from respondents who are the non employer transacting clients of the Social Security System and already finished their desired transaction in the institution, and those employees who are in charge of the operations management, which lead as the researcher’s primary sources of data for the efficiency of client related transactions of SSS. DEFINITION OF KEY TERMSThis part of the research gives the meaning of the terms and concepts used in this study.

Benefits. These are funds paid out monthly to retired workers and their spouses who have, during their working years, paid into the Social Security System.

Citizen’s Charter. It is a government document that set standards of service for the public. Through this, the member will be able to measure the SSS frontline officers’ performance.

Claims. These are benefits given to the Social Security System members.

Client Related Transactions. It refers to all the transactions focusing on the members of Social Security System.

Contribution. These are compulsory payments paid to SSS that give entitlement to receive a future social benefit.

Courtesy Lane. It is similar with the priority lane which aims to serve the members a better and a faster way of service.

Death Claims. A cash benefit granted to the beneficiaries of a deceased member.

Disability Claims. A cash benefit given to a member who can no longer work as a result of a physical or mental impairment.

Efficiency. It is the degree of being efficient. It means that providing a quality of service, finishing operations at specific given time.
Funeral Claims. A grant for whoever paid for the burial expenses of a deceased member.

Information Desk. It is where employees provide assistance to all the members who are in need of information with their transaction.

Maternity Benefit. A daily cash allowance granted to a female member who is unable to work due to childbirth or miscarriage.
Members. These are the individuals who pay their contributions to Social Security System and the primary respondents of the study.

Pension. A lifetime cash benefit paid to a retiree who has paid contributions to the SSS.

Retirement Claims. A benefit granted to a member who can no longer work due to old age.

Salary Loan. It is a cash loan granted to an employed, a self-employed or voluntary member. It is intended to meet the member’s short-term credit needs.

Social Security. It is a government program designed for the basic economic security and welfare of individuals and their dependents.

Social Security System. It is a state-run, social insurance program in the Philippines to workers in the private, professional and informal sectors and also the main focus of the study.

Sickness Benefit. A daily cash allowance paid for the number of days a member is unable to work due to sickness or injury.

CHAPTER 2THEORETICAL FRAMEWORKThis chapter presents the relevant theories, reviews of related literature and related studies that investigated the main variables, conceptual framework, and hypothesis of the study and definition of variables.

RELEVANT THEORIESSocial Learning Theory
Social Learning theory offers a guide. In order for a trainee to perform what he had learned, training should offer a model to guide them and help them be able to be productive in their field of work. This model should also provide opportunities to practice new behaviour, offer positive rewards for accomplishments, and if the training conducted has taken place off the job, trainees should be allowed to transfer what he/she had learned CITATION Rob98 l 1033 (Robbins, 1998) . The author of the said theory gives emphasis on individuals’ capability to learn by simply observing what happens to other people just by being told about something. In relation to the current study being conducted, The researchers aim in assessing the effectiveness of client related transactions of the Social Security System branches was to give benefit not just to the institution but as well as to the members of the institution itself. By simply observing what is currently happening in the transaction processes of the branches specifically the Malolos and Baliuag area, and by gathering data from the members who experienced the service themselves, the researchers were then able to learn what are the key areas that further needs development and how they will be able to provide or transfer what they have learned to the SSS branches to be a basis for the improvement of their transactions.

The Theory of Generalization
This theory states that to indicate the outcomes or effects of learning that may be used in further learning and in the performance of life tasks, the term transfer of learning is used. It involves the application of concepts, principles, values, attitudes, and skills learned previously to new learning tasks and problems. It implies a process of carrying over and applying to one situation the knowledge and skills acquired in another CITATION Kel65 l 1033 (Kelly, 1965). Since the study being conducted aims to provide an output which can enhance the management methods provided for the institution, and provide a more effective service, basic principles, values attitudes and skills of the related employees are subject to this matter. The managers should not just act as observers but also as a leader for the employees, sharing knowledge and skills they have acquired to their subordinates. In order for an organization to be an effective service provider to their clients, all of the employees should be able to exercise properly the vision and mission and core values the institution is implementing. Acting in accordance to the institutions’ principles will lead to a better service provided for the members of the Social Security System.

RELATED LITERATUREThese are discussions and factual information and principles where the present study is related. The present study aims to assess the effectiveness of the operational risk management of Social Security System through their client related transactions. This part of the study aims to provide an in depth literature study and aims to present relevant information regarding the said topic and some areas that may be tackled in the study.

The term social security can be broadly defined as an integrated set of organizations and laws that are aimed at creating and consolidating an institution is designed to provide full implementation of the principles of freedom, human dignity and social justice. The term social is used even if fundamentally, the institution is more of economic security is because the security given is not merely economic, it is also psychological and social undertones. A worker who is secure does not only tend to be that way economically. He is also secure, confident and content in the psychological sense CITATION SOC1 l 1033 (Social Security System). Knowing the members are able to provide something for their families and knowing that their hardwork is secured through their contribution to the SSS, which can also be their security even after they retire is of big help to Filipino families. Since the institutions main aim was to provide security to the public, the institution should last at perpetuity.

Social security is a government program designed to provide for the basic economic security and welfare of individuals and their dependents. The programs classified under the term “Social Security” differ from one country to another, but all are the result of government legislation and are all designed to provide some kind of monetary payment to defray a loss or a deficiency in income CITATION SOC1 l 1033 (Social Security System).

The enactment of the Social Security Act is the most significant progressive social legislation in the Philippines. With the passing of this act, the government officially committed itself to the policy “to develop, establish gradually and perfect a social security system, which shall be suitable to the needs of the people of the Philippines.” CITATION SOC l 1033 (Social Security System)The Social Security System’s Declaration of Policy: “It is the policy of the state to establish, develop, promote and perfect a sound and viable tax-exempt social security system suitable to the needs of the people throughout the Philippines which shall promote social justice and provide disability, sickness, maternity, old age, death and other contingencies resulting in loss of the income or financial burden. Toward this end, the state shall endeavor to extend social security protection to workers and their beneficiaries” CITATION Con l 1033 (Congress of the Philippines). Since the company’s main purpose was to give help to the Filipino people, it is the right of the citizen’s to receive a more efficient service knowing that their contribution to the fund was taken from the hard works that they made in giving labor to private sectors or from themselves as an individual payers.

Under the SS law, employers are required to pay Social Security System Contributions monthly and submit SSS form R3 or Contribution Collection List 10 days after the applicable quarter where the names of employees, SSS numbers and amount of contribution are indicated. The SSS should post the correct amount of contribution to each employee. Almost every day, SSS receives complaints for non-reporting and non-remittance of SSS contributions from former and current employees of companies. They claim that their salaries are deducted monthly by their employers religiously and yet, not a single month of contribution is posted in their account. As of September 2017, more than 60,000 employers are considered delinquent based on SSS records. These employers are said guilty of non-remittance, of contribution, non-reporting of employers for SSS coverage or both. These said acts are considered violation of the SS law. The institution launched the Run After Contribution Evaders (RACE) campaign, led by the Operations Legal Services Division, early last year. This includes the posting of a show-cause order on establishments which are noncompliant with SS law. They must repay within a period of 15 days, non-extendible, otherwise legal actions will be taken against them. The SSS ensures that its members are protected and will enjoy the benefits provided under the law while they’re taking care of their families CITATION Art18 l 1033 (Amansec, 2018) . Due to negligence of these employers, the risk that the institution may face in regards to their operations is at higher possibility. Instead of these employees having contribution to the fund, which may provide security for them and they may use at times needed, their employers failed in reporting to the SSS. That’s why the institution come up with methods which can lessen the risk of experiencing failure due to increasing rate of non-reporting and non-contributing employers. This kind of methods enhances the operations of the institution.

The growing economy of the Philippines and increasing population challenged the Social Security System to grow more. To fulfill its mandate of providing social security protection, the SSS strengthened their reserve fund by enlarging its membership base. Addition to benefits and services were provided to more members. The social security system also widened their coverage to agricultural workers and to employees of foreign governments or international organization upon agreement with the Philippine government CITATION SOC2 l 1033 (Social Security System).

In financing a social security since it is a defined-benefit program, it simply means that the contribution rate is based on a specified benefit package. The funding method of the SSS uses the Scaled Premium Method; meaning an earnings-related contribution rate is set such that over a certain period of time (say 20 yrs) the fund is able to cumulate reserves. When members start retiring or collecting on their benefits, and as benefit payment catch up with contribution collections, the contribution rate would have to be adjusted upwards to allow the fund to cumulate reserves again. Thus, over time, increases in the contribution rate are integrated into the actual design of the SSS program CITATION Soc l 1033 (Social Security System).

Vision Statement of the Social Security System states that “The SSS aims to develop and promote a viable, universal, and equitable social security protection scheme through world-class service.”
Viable. Social Security protection shall be provided through generations
Universal. Social security protection shall be provided to all residents of the Philippines, citizens and non-citizens alike, regardless of creed, gender, age, geographic location, and economic status, specially the disadvantaged, so that no one will become a burden to the society.

Equitable. Fair and uniform coverage shall be made available to all. Benfits shall be meaningful and able to sustain a decent standard of living.

World-class service. Social security service that is prompt, accurate and courteous shall be provided to ensure total member satisfaction.

Statement of Corporate Values: “The SSS aims to institutionalize a corporate culture that instills the core values of trust, empowerment and teamwork.”
This would require that the contribution collection must cover, if not exceed, benefit payments and operating expenses. At the same time, investments must continually generate revenues in order to build up reserves to cover future benefit obligation.

The SSS Fund was valued to last up to perpetuity in the 80s. Over the years that followed, however, the life was found to be no longer in perpetuity. As per derived from the valuation from 1999, the institution would only last until 2015; from 2003 valuation, the institution would only last till 2031; and as from the 2007 valuation, the institution would only last until 2039. For a partially funded scheme, this assumption was actually comfortable, but the ideal and the ultimate goal of the fund is to incrementally bring back their perpetuity, which is estimated at 65 years or until 2075 CITATION SOC2 l 1033 (Social Security System). Given that the Social Security System is continuously growing over the years, and implementing wider services for their members, accumulation of greater risk in the life of the fund is at high level. This study aims to further analyze the existing services and transactions provided for their members. In this way, the researchers will be able to identify the key areas which the fund will need to strengthen since most of their funds came from their members. Another aim of this study is to develop an output which can help not just the members of the Social Security System, but also their management. Since the fund is a government institution, they aim to provide greater satisfaction of the public, enhancing the management strategy or the management policies which can enhance their transaction and gather positive results for the company.

The SSS is committed to provide prompt, convenient, reliable, and meaningful social security protection services to its current and future members and their beneficiaries. As such, SSS shall continue to improve its systems and processes to enhance its performance and ensure customer satisfaction in conformity with customer, internal and applicable statutory and regulatory requirements in relation to the context of the organization CITATION Soc1 l 1033 (Social Security System). As to the main purpose of the research paper, the aim of the researchers was to continually improve the existing processes of the organization to provide a long term benefit to the clients they cater. It is the privilege of the researchers to enhance customer satisfaction rating of the Social Security System through the output that will be done by this study.

RELATED STUDIESThese are studies, investigations and inquiries that are already conducted to provide a relationship, similarity or differences to the present study that is being conducted. The variables that are presented in these said studies will be used to give comparison to the study that will be conducted and will be adapted on the Philippine setting.

The customers have the highest expectations as well as the highest perceptions. But despite being the highest rated in both categories, the customers’ perception still fall below their expectation. CITATION GMSSAC2015 l 1033 (Gonzales, Millera, Sulpico, Sutar, Antento, Cubano, 2015). The customer’s perception will be the basis of the effectiveness of the services that the institution is providing. Through their perception, the researchers will be able to determine if the policies are being implemented properly, if the employees of the institution are successful in providing an effective and fast transaction for their customer and if they were able to gather their customer’s satisfaction.

People depend more on a different range of services that make their lives simple and easier .So that the importance of efficiency in the service industry has continued to build with increase of services in today’s society. That’s why services must retain efficient operations to achieve positive customer satisfaction and retain their customers.

(Annie Gay Barlan-Espino, 2017)
Meanwhile, operational efficiency is the expertise of a corporation to restrain the unwanted and maximize resource capabilities so as to deliver quality products and services to customers. The operational efficiency aspect for any type of business is essential and must be considered by managements in order to earn healthy and sustainable financial performance. (PAUL SILA NDOLO, 2015)
In order for the members to be happy with the services provided by their financial institution, they need to know if the said institution will be able to perform the promised service not only dependably but accurately. Customers need to be assured that the financial institution is willing to help them and that it can provide prompt service. One way that this financial institution can do is to give assurance to their customers that they are providing a danger and risk free kind of service. Another way that financial institutions can do is to assure their customers that they are reliable to be trustworthy and honest regarding with their services (Y. Geerman, 2013). Due to the present issues that the Social Security System is facing, gaining their members’ trust and loyalty may be at risk. This situation may need a greater management for the institution. The researchers aim to provide a better quality of policies for the improvement of the system and process that may lead to a greater success and member satisfaction for SSS.

Most of the policies implemented from the present study that is being conducted, the researchers aim to consider member’s perspectives on the effectiveness of the services provided by SSS. Given the factors that may affect the operations of the institution, the present study aims to know if the existing policies are implemented properly and if the employees were able to provide a good service to their members.
Understanding generational differences and how to enhance an employee’s perceptions of their value to the organization should be part of the Social Security Manager’s basic training. All managers and leaders should be trained to be best equipped to understand multiple generations of employees, and value the diversity of every generation. In addition to the basic training, training materials and current articles should be made available online for later reference and easy access.

Lastly, engagement of and among all generations should be fostered. All voices should be heard, with the intent of gaining knowledge of what each legion brings to the workplace and to dismiss stereotypes. (J.Jones, 2016)
Social Security belongs to the workers and their families who have worked hard, paid taxes in, and earned its benefits. Social Security did not cause the federal deficit, and its benefit should not be cut to reduce deficit. Today’s and tomorrow’s beneficiaries- children, people with disabilities, widows, and retired workers – deserved no less. (Strengthen Social Security, 2010)
The study conducted to provide a regulation in the management of Social Security System. The result will then be beneficial to the public, since these institutions are in focus with the public service. Size has an important effect on operational risk exposure and method selection.
The key means of improving coverage lies beyond the scope of social security or pensions, namely, to improve the quantity and quality of wage-based employment. SSS scheme will face outflows greater than inflows in about 20 years and depletion of its assets in about 28 years.
Fortunately, its medium-term financing issues can be addressed through the precise introduction of parametric reforms that shield workers and retirees from unexpected changes in contributions and benefits. Also Philippines face a challenge to improve the de facto coverage of workers by Social Security, and to increase the income protection coverage of the elderly. Options suggested include SSS measures to influence its identification system and introduce a special instrument for informal workers. Rather than introducing matching contribution subsidies to expand coverage, it was suggested to broaden the scope of beneficiaries eligible for social pensions. Beyond the scope of the SSS, additional measures were suggested including those to improve the access and efficiency of contributions and payments systems, strengthening mobile-money platforms and efforts to improve access to savings instruments, particularly for small and isolated savers. (Worldbank, 2016)
An important policy measure that the Philippine government has recently introduced is the improvement of frontline service delivery through Republic Act 9845, also known as the Anti-Red Tape Act of 2007. It features strategies and mechanisms that aimed to improve efficiency in the delivery of frontline services through simplified transactions, elimination of red tape and fixing activities and professionalizing the bureaucracy. The article also explains the role of the government in introducing innovations in the politico-administrative system that support the principles of accountability, transparency, citizen engagement, efficiency and effectiveness of the service. In relation to the present study, it also focuses on the assessment of the contribution of Citizen’s charter particularly on how frontline services are delivered to clients. (L.Calina, 2015)
The Citizen’s Charter also serves as a guide that shows the step-by-step procedures, the required fees, and the estimated response time of frontline services. (Sec. 10, RA 9485) It mandates government agencies to implement new approaches and innovations in public sector reform. Frontline service personnel are guided by a clear set of procedures for delivering frontline services. (L.Calina, 2015) The researchers aim to know how Social Security System understood and implement the Citizen’s charter to the public.

The lifeblood of the company is its contributions since these are used to paid out the benefits for its members. Hence, the efficiency in the collection of member’s contribution is important for the existence of SSS itself. This thing is something that is under the control of the management and should be addressed by the company with greater resolve. CITATION Lin05 l 1033 (Valcarcel, 2005) Operational efficiency in every company must always be monitored by the upper management. It has the same point like the present study which aims to know the problems arising from SSS operations that will soon lead to a bigger kind of problem if not handled properly. Any small mistake that will not be given proper attention can cause a big effect in the future.
There is a need to give assistance to most of SSS branch offices which serve as collecting branches. The branch offices complain that they are understaffed. They were able to say this because they lack employees that need to monitor number of companies they are servicing. There may be understaffing in the area of collections, even if there is overstaffing in other administrative departments who do not deliver direct services. (L.Valcarcel,2005) Based on what the researchers have observed on the following branches in Bulacan, there are many employees allocated in the administrative department while only a few in the frontline services. It must be the manager’s responsibility to properly handled positions mostly in times where transacting operations with the members are in critical situations.
A key priority of the institution has always been to achieve excellence on the services that they are providing. In the year 2015, the SSS mainly focused on pushing for service innovations that provide their members with better and faster accessibility to SSS services, either through face-to-face or via online transactions. CITATION SSS15 l 1033 (SSS, 2015) Throughout the years, it is assured that SSS have gone through better improvements in the management as well as in the services that they are providing. And in comparison with the present study, the researchers believed that SSS is under a non stopped change for the betterment of the company. Change has always been a permanent thing most importantly in the corporate world, so companies badly need to cope up with what is happening around them to be able to continue operating.

CONCEPTUAL FRAMEWORKAccording to Ndunguru (2007) conceptual framework is an assemblage set of research concepts cum variables together with their logical relationships often presented in form of diagrams, charts, graphs, pictographs, flow-charts, organ gram or mathematical equations. Linked to the problem statement, the conceptual framework “sets the stage” for presentation of the specific research question that drives the investigation being reported. Input-Process-Output framework states the general structure of a system and is important in determining how effectively it will function as its individual components. IPO model has a causal structure wherein outputs are a function of various group of processes, which are in turn influenced by numerous input variables.

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CHAPTER 3RESEARCH METHODOLOGYThis chapter presents the research methodology that has been used in this study. More specifically, the chapter presents the research method, area of the study, target population sample size, sampling and data collection techniques and data analysis procedures.

RESEARCH METHODThe study used a quantitative and qualitative method in gathering information from the Social Security System main office, Social Security System Malolos and Baliwag branches, and the branches’ clients in order to gather a more relevant data that will help the researchers in conducting a useful output for the institution itself, the operations managers or administrative personnel, and the members of the SSS. The researchers also aim to provide a more effective management approach that will not just benefit the institution but as well as their members by providing a more efficient services for their clients. Questionnaires with structured interview are to be provided to the clients of the branches that experienced transacting in the institution themselves that serve as a method for data gathering for the efficiency of the service provided by the institution, and an interview will be conducted to employees in charge in the Social Security System’s operation to test the effectiveness of their management approach and methods when it comes to the efficiency of their services provided. The interview will provide additional and in depth explanation when it comes to the service they provide for their members, and the different scenarios they encounter in providing these services for their clients. The System approach or the Input-Process-Output System is used as a framework for the conducted study. The output which the researchers’ aim was to provide an effective and efficient service for the members of the SSS specifically in Malolos and Baliwag branches, to strengthen and prolong the life of the institution and to help the management of the SSS be able to analyze further in which areas they should excel more.
POPULATION AND SAMPLE OF THE STUDYThe population in this study includes only 20 members, 10 members from each branch, who finished transacting the service they aim to do at the Malolos and Baliwag branches with transactions finished within dates from January 2018 up to the date of performance of the data gathering of the researchers. Also included in the population are the employee/s who are in charge of the operations management in the branches.

AREA OF THE STUDY
Since the aim of the study was to assess the efficiency of client related transaction of the Social Security branches, the researchers will use purposive random sampling. The area of the study will focus on the Malolos branch of Social Security System located at N4 Building, Cabanas Mall, McArthur Highway, City of Malolos, Bulacan and Baliuag branch of SSS located at AC Building, Dona Remedios Trinidad Hwy, Baliuag, Bulacan.

RESEARCH INSTRUMENTQuestionnaireThe questionnaire designed to capture relevant information from the field. The questionnaire composed of closed-ended questions and finishing time checklist, which gave respondents an opportunity appropriately answer question in accordance to the actual situation. The questionnaire is made up of questions answerable by yes or no and measurement questions (scales type of questions). Scaling techniques in data collection enabled the researcher to collect standardized and measurable data, thus provide quantitative measures, which had greater precision, ease for statistical manipulation. The choice of using questionnaire in data collection is efficient and cost effective. The questionnaire designed to elicit information on how efficient is the service provided by the SSS Malolos and Baliwag branches.

Semi-Structured InterviewIt is a qualitative method of inquiry that combines a pre-determined set of open questions with the opportunity for the interviewer to explore particular themes or responses. The survey provided for the clients are supplemented by needed follow up interview and discussion whenever there was a necessity for further clarifications on why they have experience any delay if there is any and the interview gathers member’s perspectives on how efficient is the service provided by the institution for them, which is also a source of member’s comments and suggestion for the branches. Semi-Structured interview is also provided for the employees of the branches which are in charge of the operations management and it further aims to provide the employees perspectives regarding the effectiveness of the service they aim to provide
DATA PROCESSING AND STATISTICAL TREATMENTData analysis started with collection of data from sending request letter to the SSS main office and the endorsement they have made for the data gatherers in sending them to the branches specifically the Malolos and Baliwag branch. Upon the approval and endorsement made by the main office, the data gathering in the branches were conducted. After the survey and was interview through, answers and data collected, and observation on actual transaction are being summarized. The analysis-involved calculation of statistical values like mean performances. Given the nature of the study frequencies and simple percentages will be determined. Data analysis is performed in order to achieve the research objectives. General description on how effective is the service provided by Social Security System had been detailed, To achieve these, frequency tables and percentages had been generated and calculated. Responses from open-ended questions had been summarized as well as the employees and members response in the interview conducted. All recommendations from the respondent had been documented and formed the basis of research recommendations.

CHAPTER IVPRESENTATION, ANALYSIS AND INTERPRETATION OF DATAThis chapter contains the presentation, analysis and interpretation of data. The results are presented according to the arrangement of data that are presented on the Statement of the Problem from Chapter I. This chapter is divided into two parts. The first part consists of the assessment of the efficiency of the service provided by the branches for their members. The second part is the members’ perspectives on how the institution will be able to provide a service that would reach their expectations as a customer.

4.1. Assessment of the Efficiency of Client Related Transactions of SSS:4.1.1. The Social Security System Citizen’s CharterThe table below shows the Social Security System’s Processing Time Commitment list. From the data collected by the researchers, the population was limited to non-employer transacting client, the data below shows all the services limited to non-employer transacting client. The listed services below are the only services covered by this study among the 26 high volume services that the institution provides.
Table 1. Social Security System’s Citizen Charter:
SERVICE COMMITMENT (Working days)
1. Issuance of SS Number for Prior Registrant/ Self-employed/OFW/Non-Working Spouse/ Kasambahay Within the day
2. Registration of Employer Within the day
3. Processing of Contribution Collection List (Electronic R-3) 5
4. Processing of Contribution Collection List (Manual R-3) 10
5. Adjustment of Contributions and/or Correction of Credited Years of Service (CYS) 5 (excluding manual verification of contributions)
6. Issuance of Employer Certificate of Compliance 5
7. Processing of Member Loan Application 5
8. Processing of Application for Subsequent Release of Educational Assistance Loan 5
9. Submission of Loan Payment Collection List (SS Form ML-2/Hard Copy) (LCL) for Employers Reporting LCL from Ten Employees or Below 10
10. Processing of Loan Repayment Collection List (Electronic ML-2) 5
11. Processing of Sickness Notification of Employed Members filing Personally 5
12. Processing of Sickness Notification of Employed Members filed through Company Representative 5
13. Processing of Sickness Benefit Reimbursement Applications (For Employed Members) 10
14. Processing of Sickness Benefit Applications (For SE/VM/Members Separated from Employment) 10
15. Receiving of Maternity Notification Within the day
16. Processing of Maternity Benefit Reimbursement Applications (For Employed Members) 10
17. Processing of Maternity Benefit Applications (For SE/VM/Members Separated from Employment) 10
18. Employer’s Enrollment in the Sickness and Maternity Benefits Payment Thru the Bank Program 3 (if with bank confirmation)
19. Processing of Disability Claim Applications 10
20. Processing of Disability Claim Applications for Member Residing Abroad 10
21. Processing of Retirement Claim Applications 10
22. Processing of Funeral Claim Applications 5
23. Processing of Death Claim Applications 10
24. Receipt of Payment through the SSS Tellering Facility Within the day
25. Issuance of SSS Card • Screening of Application for Social Security ID (SS Form E-6)• SS Card Enrollment Within the day
26. Filing of Complaints/Suggestions Within the day
Table 1 represents the services that provided by the Social Security System for their members, and the processing time commitment they have for each specific transaction which the data above will be the basis of the assessment made by the researchers in the data gathering procedure for the study. From the 20 respondents for the survey and interview, each service is assessed based on the parameters set by the institution for their clients from the application to release which is approved by the Civil Service Commission. It has been stated also in the case study of Maya Gainers (2015), public servants in each agency that offered frontline services worked to align procedures with the new requirements and create Citizen’s Charters that explained the steps required to use each service. However, in the rush to meet the deadline, few government offices consulted the public about how best to improve services or streamlined processes significantly. As compared to the data gathered by the researchers, table 1 sets the expected processing time that each service should have. This data will give comparison as to what is the performance of each branch when it comes to the processing of the services for their clients.

4.1.2. Finishing Time of Transactions:The data below shows the processing time committed by the branches in the services they provide for their clients. Client’s perspectives were gathered in finding out the time duration they have encountered in finishing the transaction they aim to do.
Table 2: Malolos branch finishing time of transaction
Most frequent finished transaction Within the day 2-5 days 6-10 days More than 10 days Frequency %
1. Issuance of SSS number for prior registrant/self-employed ofw/non-working spouse or kasambahay 1 1 10%
2. Adjustment of contribution and/or correction of credited years of services 1 1 10%
3. Processing of sickness notification of employed members filed through company representatives or personally 0 4. Processing of sickness benefit reimbursement applications (For employed members) 1 1 10%
5.processing of maternity benefits (from notification to application ) for employed members/ members separated from employment 1 1 10%
6. Processing of retirement claims application 1 1 10%
7. Processing of death claims application 1 1 10%
8. Processing of funeral claims application 9. Processing of member loan application 1 1 10%
10. Processing of application for subsequent release of educational assistance loan 1 1 10%
11.Transaction through SSS tellering facility 2 2 20%
12.issuance of SSS card (screening of application for social security id; SS card enrollment) 13.filling of any complaints or suggestions TOTAL 3 1 6 10 100%
Table 2 shows the time commitment made by the SSS branches based on the experience of the members, from the 10 respondents that had a transaction from the Social Security System Malolos branch, the total number of people that had finished the whole processing of their transaction within the day, after 2-5 days, after 6-10 days and more than 10 days.
Table 3: Baliwag branch finishing time of transaction:
Most frequent finished transaction Within the day 2-5 days 6-10 days More than 10 days Frequency %
1. Issuance of SSS number for prior registrant/self-employed ofw/non-working spouse or kasambahay 2 2 20%
2. Adjustment of contribution and/or correction of credited years of services 3. Processing of sickness notification of employed members filed through company representatives or personally 4. Processing of sickness benefit reimbursement applications (For employed members) 1 1 2 20%
5.processing of maternity benefits (from notification to application ) for employed members/ members separated from employment 1 1 10%
6. Processing of retirement claims application 7. Processing of death claims application 8. Processing of funeral claims application 1 1 10%
9. Processing of member loan application 2 2 20%
10. Processing of application for subsequent release of educational assistance loan 11.Transaction through SSS tellering facility 12.issuance of SSS card (screening of application for social security id; SS card enrollment) 2 2 20%
13.filling of any complaints or suggestions TOTAL 2 1 7 10 100%
Table 4: Malolos branch most frequent finished transaction among respondents:
190507467
From the data above, it shows the average finishing time committed by the Malolos branch in providing services for their customers. As compared to what is written in the processing time commitment list of the Social Security System, the maximum days that a transaction is processed takes up to only 10 days. As from the data gathered by the researchers, 6 out of 10 clients with finished transaction have answered that it took them more than 10 days in processing their desired service from the institution. As for the assessment made by the researchers, 70% of the response of the client takes longer time in processing showing that what is written in the Citizen’s Charter was not exercised for the transactional processes. From the 10 respondents gathered, higher number of clients has a finished transaction from the tellering facility. The remaining respondents have finished transactions from different services that the branch is providing.

Table 5: Baliwag branch most frequent finished transaction among respondents:

Represented by the data above is the result of the data gathering from the SSS Baliwag branch. For the finishing time of the transactions, 7 out of 10 respondents with finished transactions have answered that the processing lasted for more than 10 days in their desired claim, benefit or other service offered. Knowing that the maximum time stated by the Citizen’s charter in processing a transaction lasted only up to 10 days, as assessed by the researchers, in the client’s perspectives, the branch was not able to exercise what is expected for them to do. Also illustrated from the data above is the most frequent transaction that is finished by the targeted respondents is the issuance of SS number, processing of sickness benefit, processing of member loan application, and issuance of SS card services. The graphical illustration shows the different services that the clients usually finish from the branch.
4.1.3. Occurrence of delayTable 6: Frequency of delays in transaction among the respondents data results
Member’s Response Frequency from Malolos Percentage Frequency from Baliwag Percentage
Yes 5 50% 6 60%
No 5 50% 4 40%
Total 10 100% 10 100%
Table 6 shows the frequency number and percentage of the data gathered among the respondents with the corresponding branches of SSS Malolos and Baliwag. It shows that 50 percent among the respondents experienced delays upon acquiring service from the institution and the other 50 percent are comfortable enough with the services rendered to them. While in Baliwag branch, it happened that 60 percent among respondents have experienced some delays while 40 percent of them are satisfied enough with the service.

-41910274955Table 7: Graphical Illustration of results
Data above demonstrates the number of corresponding answers of 20 members to the question provided by the researchers for in-depth understanding of this study conducted in SSS Malolos and Baliwag branches. It shows that among SSS Malolos branch, 50 percent of respondents have experienced a delay of transactions and the other 50 percent have not yet experiencing any delays. Meanwhile, Baliwag branch shows a little more of delays on providing quality services to its members having 6 out of 10 respondents declared on getting a not so good quality of service. On the basis from the member’s comments on what might have caused the delays they have encountered, some of the reasons are insufficient requirements, problems with the signs of the members, problems with the contribution of the members, since it was found that some employers fail to report or remit the contribution that is supposed to be for the employees. This means that the delays in the transaction are not always on the fault of the institution but rather with some other factors that the members underestimated or unexpected.

According to Maya Gainer (2015), using frontline services—those involving direct contact between citizens and civil servants—had long been a source of frustration among citizens in the Philippines. Procedures were typically unnecessarily complex, and even when they were not, few Filipinos knew exactly how to get the services they needed. Although there is a mechanism, delays are inevitable for some reasons which might actually experience depending on the nature of front line services requested or the mandate of the office or agency under unusual circumstances, the maximum time prescribed above may be extended. (R.A 9485 Rule VI. Sec.2 no.5, 2007)4.1.4. Clients’ awareness of the Citizen’s Charter
Table 8: Awareness of the citizen’s charter of the Clients data results
Member’s Response Frequency from Malolos Percentage Frequency from Baliwag Percentage
Yes 7 70% 1 10%
No 3 30% 9 90%
Total 10 100% 10 100%
Table 8 shows the frequency number and percentage of the data gathered among the respondents with the corresponding branches of SSS Malolos and Baliwag. Among the Malolos branch, 70 percent of the respondents said they were aware of the purpose of the citizen’s charter and 30 percent are not. While in Baliwag branch, majority of 90 percent are not aware about the purpose and relevance of the citizen’s charter posted in the branch. Which also results to 10 percent or 1 out of 10 respondents represent those who are aware of the relevance of citizen charter.

13335281305Table 9: Graphical Illustration of data results
Table 9 represents the graphical bar chart of the data results to as how many among the respondents are fully aware about the existence and the relevance of SSS citizen’s charter as one measurement to conclude the efficiency of the services rendered by the institution. The blue bar represents the SSS Malolos branch resulting to 7 out of 10 said they were aware upon the existence of citizen’s charter and the remaining 3 among respondents are not aware of it. The red bar represents the SSS baliwag chart resulting to 10 percent among respondents are fully aware and 90 percent are not aware with the purpose of citizen’s charter at all.

Additional Comments regarding the Citizen’s Charter
“Yes, I am aware of the Citizen’s Charter posted inside the branch. But it is more convenient to the most of us to rely on personal inquiries and asking for assistance from the assigned employees. “-Anonymous member, Malolos
“No, some of us didn’t find our time to look for the instructions or the Citizen’s Charter since what we want is to finish our transactions fast.” -Anonymous member, Baliwag
According to R.A. 9485, the Anti-red tape act Rules and Regulations, Rule IV. Citizen’s Charter Sec. 3 “The participation of non-government organizations and other concerned groups shall be encouraged. The head of office or agency shall formally issue and release the Charter and shall monitor and periodically review its implementation. Offices and agencies with existing service standards shall evaluate these standards to ensure compliance with the provisions of this Rule.” Pursuant to the provision of the Act and these rules, Malolos Branch may conclude being efficient enough to actually implement properly the citizen’s charter among its members, hence Baliwag branch may need a lot of improvement on executing the promotion of its services to avoid mislead and noncompliant.
According to Wells (2013), since frontline staff is ultimately possible for what transpires during the customer-contact interface, they are the vital link to ensuring what is deemed by the customer to be service satisfaction. Consumer’s perceptions of their experience play a major role in determining customer satisfaction. One of the reasons why Citizen’s Charter was created is because it gives information that Social Security System’s members needed. Based on the survey that was conducted to the members, the use of Citizen’s Charter is relevant. It provides the members the requirements they must have and the actual time that their transaction may take from the moment they communicate with the front-liners up to the point they have finish their concerns. Basically, aside from the excellence of the management in the employees that they have and the process that they implement, Citizen’s Charter is also a great help in providing good service to the members. But as it will be based on the comments of the members, both branches may have had to make their strategies to be able to help their members to be familiarize with all the things and information that their Citizen’s Charter contain.
The second and third part of this chapter further explains the data gathered by the researchers after a thorough interview with the members of SSS Malolos and Baliwag branches.

4.2. Efficiency of Customer Relations of the SSS branches in providing services:
4.2.1. Essence of Public Assistance Desk in providing quality of service
Malolos Clients’ Perspectives:
“Instead of taking our time to read what the Citizen’s Charter states, we just asked the public assistance desk about our inquiries and for me it helps a lot. Giving out directions and the necessary requirements that we need makes our experience inside the branch worthwhile.” –Anonymous member, Malolos
“Yes, The desk was helpful” – Nine anonymous respondents from Malolos Branch
Baliwag Clients’ Perspectives:
“Yes the Public Assistance Desk is helpful in a way that it gives us the information for each of our transactions, but as for me, falling in line to make my way to the PAD takes so much of my time. And whenever I do have any mistakes or needed additional requirements, it will add up to the time that I must line with other waiting members again.”-Baliwag
“No, the desk was not that helpful”- Two Anonymous respondents from Baliwag
“Yes, the desk was helpful in providing services” – Eight Anonymous respondents from Baliwag
Efficiency of Public Assistance Desk shows reflection of the courteousness and attentiveness of employees to pay attention to their member’s concerns and requests. Researchers know that the assistance coming from the PAD helps the member to have a better quality of service. Members are fully aware of the essence or impact of the Public Assistance Desk in accordance with the efficiency of their own services. Since PAD was basically made to give importance to what the clients need, based on the interview that was conducted, both Baliwag and Malolos branch was able to efficiently handled their members with the help of their assigned employees. And it is important to point out that they do have skilled and knowledgeable employees in the desk since giving out wrong or unnecessary instructions will take effect on the opinions from their members about the services that they give. And SSS being a government owned institution, it must always give their utmost priority to their members.
According to RA 9485 Rules and Regulations, Rule VI Accessing frontline services Sec. 5 Public Assistance Desk. – Each office or agency shall establish a public assistance/complaints desk in all their offices, where an officer or employee knowledgeable on frontline services shall at all times be available for consultation and advice. The desk shall be attended to even during breaktime. In which, agency proven that they were well oriented on how to properly approach members or even clients for inquiries and concerns for better service.

4.2.2. Clients Comments and Suggesions regarding the Service performed by the branches and its employees
Malolos Clients’ Perspectives:
“As for my transaction, I was able to finish faster to my expected time and the branch was able to give me the proper assistance that I deserved.”- Anonymous member,Malolos
“I understand why I have experience some delays in my transactions since I wasn’t able to give all the required requirements before I decided to go to the branch.”-Anonymous member, Malolos
“I cannot say anything bad about the service that they have given to me inside since I am well taken cared for, but my only concern is about my waiting time to be able to claim my request. As it was given in the Citizen’s Charter, my transaction must only take for about 10 days at its limit but it was finished for about three months.” –Anonymous member, Malolos
“The Service was OK.” –Three Anonymous member, Malolos
“Malolos branch provides faster services compared to what they have from before. Most especially in simple transactions like membership, it only lasted within the day. But in some cases like loans and such, it took me almost 3 months to finish.” –Anonymous member from Malolos branch.

“They were able to provide an excellent service. I have my necessary requirements with me maybe that was the reason why I have finished mine fast.” –Anonymous member Malolos
“Tellering Services became faster because of different or new system that they use” –Anonymous member, Malolos
“As I was claiming the benefit that I needed, I have experience some delays in my transaction. And the reason is not about the branches but because of my employer in them not remitting my my needed contribution. Since I know that my employer gets the contribution to SSS in my monthly salary, I know that the problem was on my employer itself. And it took me so much time to go back and forth from my employer and to the SSS branch before I was able to finish my transaction.” –Anonymous member, Malolos
Baliwag Clients’ Perspectives:
“The assigned employee was fast enough with transacting with me. All I can comment is that this branch might need to have additional employees to cater their members because so far from what I have observed, only few employees where in the desk and there’s a greater volume of members that waits for their assistance. I believe that having us standing all our way to the assistance desk is not a pleasant sight for the branch.”- Anonymous member, Baliwag
“The branch should update their system just like SM does” – Anonymous member, Baliwag
“OK transactions between SSS and Companies” – Anonymous member, Baliwag
“I am satisfied with the service they provide” – Anonymous member, Baliwag
“The HR should undergo a seminar” – Anonymous member, Baliwag
“The Service was OK for me” – Anonymous member, Baliwag
“Employee from counter 2 abandons the counter” – Anonymous member, Baliwag
“Baliwag branch may be able to provide a faster operation for everyone, but there are few hindrances in doing so. The location is too small to be able to provide an efficient quality of service for us. But we were also able to finish our transactions. It’s just that it may be accomplished faster if there were enough space and employees to cater our needs.”-Anonymous member from Baliwag branch
It was understandable in the part of both Malolos and Baliwag branches to experience some delays some transactions most especially in the frontline services since hundreds or maybe thousands have had gone through their receiving branches each day as well as during peak days like Mondays and Fridays. SSS might adjust the standard time or be specific enough for the time duration for each service to be able to lessen the expectation and complaints from the members. For Malolos branch, it is an advantage for them in having a bigger workplace than the Baliwag branch since they were able to cater their members effectively. Both the frontline services are quite effective but the members suggest that Baliwag might be able to find some ways to improve theirs. Besides, according to Ms. Princess Joson Santos- the Administrative Head of SSS Malolos Branch, it would be easier for the members to have greater awareness since there is trimedia: radio, tv, social media. The number of complaints also increased since the 8888 hotline was implemented. The members are more equipped to file their complaints. But, in facing these complaints, the institution conducts further analysis on the complaints because sometimes, there is no enough basis. “The company provides all the necessary things in order for the employees to have better and faster transaction for the clients. Paper-system- to serve the members. We are proactive. Members can immediately access complaints from other medium. They address their concern.” Maya Gainers (2015) also stated in her case study that “For the Citizen’s Charters and complaint mechanisms to result in accountability, Filipinos had to turn down offers to buy their way to the front of the line, and they had to report inconveniences and delays they had long considered routine”
Based on the members given information, it is true to be told that Malolos branch had won their excellent award in providing a quality of service. Malolos must have provide efficiency to their service but it needs a few improvement in the loan application program and other services that exceeds the time allotment to what was written in the charter based on the inquiries that the researchers got from the respondents. While in Baliwag branch, the members wants to minimize their waiting time for every transaction that they have had. In that way Baliwag might be able to comply more with the efficient time that the SSS Citizen’s Charter states. Citizen’s Charter not only set the time that will be provided by the branches but also it is important to take note that it also set the expectation of the members for the efficiency as well as the effectiveness of each branches in terms of complying with the given time and standards. But there were instances upon services with priority/courtesy lane for disabled, pregnant, and most especially the senior citizen, those people that are in the priority lane still also needs to fall in line since the institution cater people that are retired, most of them are seniors. “It is based on ethical standards since the institution is government owned or for the benefit of the public, it is the duty and responsibility. It is included in the courtesy policy of SSS, as well as in the vision and mission,” corroborate by Ms. Princess Joson- Administrative Head of SSS Malolos Branch.

CHAPTER 5
SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATION

This chapter presents the summary of findings, conclusions drawn from researcher’s observation and findings, and corresponding recommendations. Some limitations have been identified.

FINDINGS
The general problem of the study is to assess the efficiency of client related transactions of Social Security System Malolos and Baliwag branches.

Specifically, this study will find answer to the following questions:
How may the efficiency of the client related transactions of SSS be assessed in terms of:
1.1. Finishing time of transactions
Some response from the client takes longer time in processing showing that what is written in the Citizen’s Charter was not exercised for the transactional processes. But there was a higher number of clients have finished their transactions from the tellering facility. (Malolos)
The branch was not able to exercise what is expected for them to do. (Baliwag)
SSS might adjust the standard time or be specific enough for the time duration for each service to be able to lessen the expectation and complaints from the members.

1.2. Occurrence of delay
The delay merely happens because of the failure to meet the service level, due to errors in their records or problems in the contribution.

The delays in the transaction are not always on the fault of the institution but rather with some other factors that the members underestimated or unexpected.

1.3. Clients’ awareness of the Citizen’s Charter
Most of the members from Baliwag branch aren’t aware of the Citizen’s Charter.

Higher number of clients from Malolos branch are aware o f the Citizen’s Charter
The Citizen’s Charter was very elpful to theclients of Malolos branch
1.4. Essence of Public Assistance Desk
Public Assistance Desk is helpful to members in providing additional information and faster service.

1.5. Clients Comments and Suggestions regarding the Service performed by the branches and its employees
Both branches were able to provide a faster way of service but need additional improvements in some areas.

CONCLUSION
Based on all the information and data gathering that the researchers have conducted, they therefore conclude that proper execution of implemented policies, rules and regulations are one of the key factors in having a better way of service. It is really important to take note of its importance especially to the members. There are clarifications that the management in both branches experienced delays and it’s because of errors in the procedures and the members not complying with the necessary requirements. The institution should focus more on giving the needed information by the members, most specially the needed requirements to prevent delays on the application and transaction. The researchers have also found out that some of the delays in the transactions are not always at the fault of the institution, but rather in both ways the members and the SSS itself. The institution is very transparent that they do receive a number of complaints, but at some point members complaints have no enough basis. Some clients are irritable in falling in line and waiting that’s why the institution receives complaints on a daily basis. Queuing will always be present at a public institution like the Social Security System, specially they are providing service to the Citizens of the country. They just need to focus on how to provide faster service to gather satisfaction of the members and lessen the number of queued customers at a shorter time frame.

RECOMMENDATION
The study therefore recommends the following:
It is better to include the extension of time on the citizen’s charter concerning the minimum and maximum time duration expected to wait by the members for complex transactions.
Amendments of citizen’s charter, providing the number of minutes instead of days specifically on transactions that can finished within the day. It will help the institution to be more accurate and transparent with their members about the length of time that will be spent by each.
Provide a better way to inform the members about the requirements that they must have before they begin in transacting with the branches. In that way, the length of time that they were spending in SSS branches will be shorten and surely it will take effect on the efficiency of services. The institution can use different Medias like the television or the Social Media in informing the members of the needed requirements and the processing time that each transaction will take so that the members can set their expectation.

The management should exert greater efforts in informing members about the Citizen’s Charter because most of the time they are not aware of it. Other than posting its tarpaulin on the branches, they should post it more on other media like the Social Media that can easily get members attention.

The management of Baliwag Branch must maximize the space. They may allocate the information desk properly. Improper set up are one of the reasons why members are having a hard time falling in line just to ask for their inquiries and concerns.

Provide a better quality of strategies for the improvement of the system and process. The institution should focus on putting more employees on the frontline processes that takes a greater number of clients.

The institution should be transparent about the process of the members’ transaction. Updates and notification should be given to the members while their claims, loans or benefits are on the process and if it is ready for the releasing either through email or texts messages so that members will not go back and forth in the SSS branches.

To SSS Members:
Good day!
We, fourth year students of Bachelor of Science in Business Administration major in Financial Management of Bulacan State University, are currently conducting our undergraduate thesis writing entitled “Effectiveness of Client Related Transactions of SSS Branches in Bulacan: Basis for Improving Services”, as our major requirement in our subject in business research.

In line with this, we are humbly asking for your permission in answering are survey form for our research. Participation in the interview is entirely voluntary and there are no anticipated risks to participation on this study. All information that you will give us will be kept in utmost confidentiality and would be used only for academic purposes.

We believe that you are with us in our enthusiasm to finish this requirement as compliance for our graduation and develop our well-being. We hope for your positive response for this humble matter.

Thank you very much!
Respectfully yours,
Caparas, Joana KathleenGalman, Jubilene
Herrera, Judy Anne MarieLibao, Joshua
Talento, Marijo
Survey form:
All the data that will be retrieved from this survey form will be kept at most confidentiality and will only be used for educational and research purposes only. Thank you.

Instruction: Put a check (?) in the box for the time you were able to finish the transaction you only went through.

1. How may the efficiency of the client related transactions of SSS be assessed in terms of:
Finishing time of transactions:
Which application have you applied for? Can you please cite your finished transaction that you have availed with the SSS branch? ___________________
_________________________________________________________________
How long does it take to avail the service you have applied for?
Finished within:
Within the day

2-5 days

6-10 days

More than 10 daysHow many days or week? ____________________
Other Comments: ______________________________________________________________________
1.2. Occurrence of delay
YES NO
Did you experience any delay in your transaction? *If yes, why? ______________________________________________________________________________
1.3. Clients’ awareness of the Citizen’s Charter
YES NO
Are you aware of the Citizen’s charter of SSS? Do you have any comments regarding the Citizen’s Charter? ______________________________________________________________________________
1.4. Presence of Public Assistance Desk
Is the Public Assistance Desk was helpful in providing a better service to you? How and why?
______________________________________________________________________________
1.5. Comments and Suggestions
____________________________________________________________________________________________________________________________________________________________