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e-Center and

Self-Service Facilities
Presented by:
Rolly Funtelar
Service Delivery Department

Presentation Outline
1. Service Delivery Framework
2. e-Center
3. Self-Service Facilities
Interactive Voice Response System (IVRS)
Self-Service Information Terminal (SSIT)
Enhanced Text-SSS
Enhanced SSS Web
SSS Web Registration
My.SSS for Members
My.SSS for Employers
Frequently Asked Questions (FAQs)
Handling of WES Concerns

Agenda:
Service Delivery Framework
Concepts/Methodology
Implementation Plan/Strategies
Modified System of Counter
Servicing
Generalist Counter Transactions
Specialized Counter
Transactions

e-Center

The e-Center shall be located at the Members Assistance


Center (MAC) or a special area within the branch premises
and must meet the following requirements:
1.Location is accessible to the transacting public;
2.Equipped with computer/s connected to the network and
with access to the SSS website and the new Registration
and Coverage System;
3.Computer/s must also contain the IT applications being
used by the employers in submitting electronic transactions
to the SSS; and
4.With full-time Member Service Officer (MSO) to provide
assistance to walk-in members/employers on the use of the
SSS Website, new RCS, SSIT, IVRS, Text-SSS and R3/ML-2 File Generator Programs

Objectives:
1. Reduce queues from the service counters and eliminate
encoding of paper transactions.
1. Convert paper collection list reports to electronic files
using the SSS website and the Electronic File Generator
for SS Forms R-3 and ML-2.
1. Educate members on how to avail of SSS self-service
electronic facilities and provide them electronic access to
SSS services through the SSS branch offices.
1. Achieve customer satisfaction through personalized
services to members.

Components:
a)Existing SSITs
a)Desktop computers for accessing the SSS website, new
Registration and Coverage System (new RCS), free email
systems and downloading of R-3 and ML-2 File Generator
Programs
a)Printers for printing of Application for SS Number and SS
Number Slip; and
a)Telephone units for accessing the IVR system through
VOIP

Available Services:
A. Use of Desktop Computers for:
1. Access to the SSS Website for both Members and
Employers.
2. Access to the new Registration and Coverage
System (new RCS) for submission of Application for
SS Number
3. Employer/Member registration in the SSS website
using the Simplified Registration Process
4. Access to free email systems (gmail, yahoo, etc.) to
enable the members who have no internet access to
create and access their email accounts to activate
registration

Available Services:
A. Use of Desktop Computers for:
5. Downloading of R-3 and ML-2 File Generator
Programs
6. Electronic submission of R-3 and ML-2 report

Available Services:
B. Use of existing Self-Service Information Terminals
(SSITs) using the 2D-barcode SS Card

Balance

1. Viewing and printing of the following:


1.1 Contribution records
1.2 Employment History
1.3 Flexi-fund contribution records (for OFWs)
1.4 Loan Status and Statement of Account and
1.5 Benefit claim status
2. Viewing of the checklist of required Documents

Available Services:
C. User of Telephone for Accessing the IVR System
1. Access IVRS through VOIP to inquire on
contributions, benefit claim status, loan status, SS Card, loan
and benefit eligibility and benefit claim details.

Upon encoding of SS number,


click on Get Details to get the
member s name and date of
birth.

Upon encoding of Employer ID number


and Branch Code, click on Get Details to
get the employer name and address

SELF-SERVICE FACILITIES
IVRS
Interactive
Voice
Response
System

TEXT SSS

SSIT
Self-Service
Information
Terminal

SSS WEBSITE

Objectives of Self-Service Facilities


To enable members to transact with SSS through the telephone,
self-service terminals, SMS (Text), and the Web
To improve delivery of service and ensure member satisfaction
To disseminate information and communicate to all members
and their beneficiaries when and where needed
To reduce the queue at the Branch service counters
To comply with the requirements of the Anti-Red Tape Act
(ARTA) and Electronic Commerce Law

DIAL-SSS or INTERACTIVE VOICE


RESPONSE SYSTEM (IVRS)
An automated telephone assistance
service for members that responds to
inquiries on contributions, benefit
claims, salary loans information and
eligibility requirements.

IVRS NUMBERS
Calls are toll-free for members. The access numbers for the
following areas are:

Baguio City
Tarlac City
San Pablo City
Naga City
Cebu City
Bacolod City
Cagayan De Oro City
Davao City
Zamboanga City
NCR
Non-NCR (Globe subscribers only)-

446-5902
982-8739
562-9289
472-7776
253-0690
433-9476
727-707
227-7234
992-2014
917-7777
917-7777

SELF-SERVICE INFORMATION
TERMINAL (SSIT)
Has a touch screen that is sensitive to the
human touch, allowing users to interact
with the computer by touching words or
icons on the screen.
Completed installation of 49 units for 36
branches (Nov. 2008) and 1 unit
installed in Hongkong (Jan. 2009)

SSS Branches with SSITs

Damaged by
Typhoon Ondoy

ENHANCED TEXT-SSS
Allow SSS members to access their
information (contribution record, loan
application status and loan balance)
and to receive answers to text queries
through mobile phone units.

ENHANCED TEXT-SSS

TEXT SSS NUMBERS


SYBASE
EGG

2600
2910

AVAILABLE TO GLOBE, SMART AND SUN SUBSCRIBERS


(2.50/text for Globe and Smart subscribers and 2.00/text for
Sun subscribers)

The SSS was a recipient of the Computerworld


2011 Honors Laureate Distinction under the
Economic Opportunity Category
for its Text SSS services.

ENHANCED TEXT-SSS
Effective 24 January 2012, members who are Globe and Smart
subscribers can already avail of the following additional
services via the 2600 Text SSS facility:
Claim Status for
a) Sickness
b) Maternity
c) EC Medical
d) Disability
e) Death
f) Retirement

ENHANCED TEXT-SS
Effective 24 January 2012, members who are Globe and Smart
subscribers can already avail of the following additional
services via the 2600 Text SSS facility:
Nearest SSS branch location based on city or postal code
Documents required for filing benefit claims
Documents required for membership and change in
membership information
Feedback on SSS concerns

Enhances Text-SSS
To Register or Re-set PIN
1. To Register key In:
SSS REG <SS No> <DATE OF BIRTH mm/dd/yy>
Send to 2600
Example : Type
SSS REG 0712345689 10/18/77 - Send to 2600
2. To Reset PIN key-in
SSS RESET <SSNO> <DATE OF BIRTH>
send to 2600
Example : Type
SSS RESET 0712345689 10/18/77 - Send to 2600

Text-SSS - To Inquire
3. Contributions key In:
SSS TC <SSNO> <PIN> send to 2600

4. Loan Status key-in:


SSS LS <SSNO> <PIN> send to 2600

5. Loan Balance key-in:


SSS LB <SSNO> <PIN> send to 2600

Text-SSS Services
6) To check status of claim Key-in
SSS STATUS Sickness <SS Number> <PIN>
SSS STATUS Maternity <SS Number> <PIN>
SSS STATUS ECMed <SS Number> <PIN>
SSS STATUS Disability <SS Number> <PIN>
SSS STATUS Retirement <SS Number> <PIN>
SSS STATUS Death <SS Number> <PIN>
SSS STATUS Funeral <SS Number> <PIN>

SEND TO 2600

Text-SSS Services
7) To send feedback: **
Key In:
SSS feedback <SS Number> <concerns>
Ex. SSS feedback 0734567890 contri not posted

8) To know the nearest SSS Branch:**


Key In:
SSS BRANCH <city> or <postal code>
Ex. SSS BRANCH MANILA
Ex. SSS BRANCH 1100
** NO REGISTRATION REQUIRED

Send
to 2600

SSS Web
Aims to provide a secure, convenient
access of information to
members/employers

to

SSS

view and

print their records, download forms


and submit applications/reports
online.

SSS Website
I. March 01, 1998 Initial Launching of the SSS Website
included SSS Guidebook, brochures, reports, circulars, bulletins,
newsletter and section on client feedback and Frequently Asked Questions
(FAQs)
II. March 01, 2001 - SSS Intranet was launched
provided information to SSS officers and employees on news updates,
current issues and concerns , new policies and procedures, personnel
matters and other relevant information
III. Sept. 01, 2002 - SSS Web Inquiry System was launched
provided members/employers the facility to view and print their
membership, contribution and claim/payment history
IV. Enhanced SSS Website
Phase 1 June 12, 2008
provided members/employers the facility to register in the website,
download forms and appointment system for transacting members.

Enhanced SSS Web


Requires online registration of users to ensure information
security and to prevent identity theft
This is in accordance with:
Section 24 (c) of the SS Law (Republic Act No. 8282), which
provides that the members' records should be kept confidential
by the SSS.
Section 31 of the Electronic Commerce Act (RA No. 8792), which
provides that access to an electronic file shall only be
authorized in favor of the individual having legal right to the file
and solely for authorized purposes only.

V. June 6, 2011 launching of WEB ENHANCEMENT SYTEM 3


(WES 3) pursuant to Office Order No. 2011 061
dated 7 June 2011
Provided additional facilities in the enhanced SSS Website
to allow submission of transactions online
1) For Members
- Maternity Notification (SS Form Mat1)
- Salary Loan Applications (SS Form ISL 101)
- Contributions Collection List for Household Helpers
(SS Form H3)

WES 3 ONLINE TRANSACTIONS


2) For Employers
- Subsequent Employment Report (SS Form R1-A)
- Contributions Collection List (SS Form R3)
- Certification of Salary Loan Applications submitted by
Employees online
- Loans Collection List (SS Form ML-2)
- Maternity Notification (SS Form Mat1) of Employees

Online Support Services Functions


Downloaded to the Branches
Pursuant to the memorandum from the SSS President and CEO
dated 01 June 2011 to all Branch Heads/OICs, the following
functions were downloaded to the branches and were assigned to
Member Service Officers (MSOs) who were issued user IDs and
passwords:
Confirmation of the Identity of and Provision for Assistance to
Web Registrants;
Verification of Status of Online Registration;
Resetting of Blocked Accounts; and
Updating of Email Address and Name of Employer
Representative.

SSS WEBSITE
MEMBER REGISTRATION

To register,
go to the SSS Website at
http://www.sss.gov.ph

To begin registration, user has the option to:


1) Click on Register Now

2) Click on Register at My.SSS tab

Select appropriate type of user:

3) Click the link, Sign up as a Member

Phase 1 Supply the required information


in the Online Member User ID Registration

Phase 2 Access the given link and supply the


required information to complete the
registration process.

Email reply that the member will receive after the validation process

SUCCESSFUL REGISTRATION

SSS WEBSITE
EMPLOYER REGISTRATION

To register,
go to the SSS Website at
http://www.sss.gov.ph

To begin registration, user has the option to:


1) Click on Register Now

2) Click on Register at My.SSS tab

Select appropriate type of user:

3) Click the link, Sign up as an Employer

Phase 1 Supply the required information


in the Online Employer User ID Registration

Phase 2 Access the given link and supply the required


information to complete the registration process.

Phase 3 Approval of Employer Signatory

Email reply that the member will receive after the validation process

SUCCESSFUL REGISTRATION

MY .SSS
MEMBER
ACCOUNT

MEMBER LOG-IN - OPTION 1

MEMBER LOG-IN - OPTION 2

EMPLOYER LOG-IN - OPTION 2

FORGOT USER ID OR PASSWORD

FORGOT USER ID OR PASSWORD

FORGOT USER ID OR PASSWORD

FORGOT USER ID OR PASSWORD

FORGOT USER ID OR PASSWORD

FORGOT USER ID OR PASSWORD

MEMBER ACCOUNT MENU

MEMBER ACCOUNT HOMEPAGE

UPDATE PROFILE

UPDATE PROFILE

UPDATE PROFILE

UPDATE PROFILE

CHANGE PASSWORD

Reminders Concerning the Password


Password is case-sensitive
Old password refers to the current password
New password is to be provided by member
Password length is between 8 to 20 characters
Punctuations and special characters are not
allowed
Numbers are allowed but must be preceded by at
least one (1) letter

Reminders Concerning the Password


Password expires every 180 days
Expiry date of password can be viewed upon log-in
Password can be changed before expiration

CHANGE PASSWORD

CHANGE PASSWORD

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

The screen may show either the


member's latest loan application
details or a message that member
has not availed of any short-term
loan.

ONLINE INQUIRY

ONLINE INQUIRY

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

Note: Application for appointment


must be submitted 3 days prior to
the desired date of appointment.

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

NOTE: Concerns Tab


must be filled to
submit the application

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

APPOINTMENT SYSTEM

TRANSACTIONS

TRANSACTIONS

If member is eligible
to apply
for salary loan

TRANSACTIONS

If member is not eligible


to apply for salary loan

TRANSACTIONS

If member is employed

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

MY .SSS
EMPLOYER
ACCOUNT

EMPLOYER LOG-IN

EMPLOYER LOG-IN - OPTION 1

MEMBER LOG-IN - OPTION 2

EMPLOYER LOG-IN - OPTION 2

EMPLOYER ACCOUNT MENU

EMPLOYER ACCOUNT HOMEPAGE

UPDATE PROFILE

UPDATE PROFILE

Juan
Santos
Dela Cruz

abcxyzzcorp@gmail.com

UPDATE PROFILE

Juan
Santos
Dela Cruz

abcxyzcorp@gmail.com

UPDATE PROFILE

CHANGE PASSWORD

CHANGE PASSWORD

CHANGE PASSWORD

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

ONLINE INQUIRY

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

TRANSACTIONS

My.SSS
F requently
A sked
Q uestions

Is there a fee for registration at My.SSS ?


Registration at My.SSS is free of charge.

Can I apply for SSS membership or secure


an SS number online?
No. Currently, application for membership and
issuance of SS number still require personal
appearance and presentation of identification
documents at any SSS branch office. Very soon,
application for SSS number may be submitted
through the SSS Website, however, the signed
application and supporting documents shall be
dropped in the drop box of the SSS branch.

What shall I encode if I have no middle


name?
The field for middle name is no longer
required, hence, you may opt to leave it
blank.

Do I need to submit the hard copy of my


salary loan application over-the-counter if I
submitted an application online?
No. You need not file the same salary loan
application over-the-counter if you have
already submitted an application online.

How secure is my access to My.SSS?


Once the member has successfully logged
on to the SSS Website, communication link
is protected through a secure http
communications protocol. You can click on
the padlock symbol found at the right side
of the address bar or the status bar to verify
the website.

Does SSS ask for my user ID and password


through email?
No, the SSS will never ask for your user ID
and password through email. For purposes
of verification of blocked accounts,
however, the SSS may ask for the user ID.

What will I do If I need online assistance ?


1) Call or visit the nearest SSS branch office

2) Send an email to member_relations@sss.gov.ph


3) Call the SSS Hotline at 920-6446 to 55
4) Find us on Facebook
Philippine Social Security System

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Hand
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R
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Problems Be
by Members
Regarding
e
the SSS Websit

GUIDE FOR
MEMBER SERVICE
OFFICERS

Presented
By:

1. Cannot Access the SSS Website


Advise Member to:
1. Check Internet connection to ensure
connectivity.
2. Check the website address. It should
be --www.sss.gov.ph

2. SSS Web Account Has Been Blocked


1. Access the Web
Services Module
then mouseover
REGISTRATION
UPDATE(1)
2. Click RESET
PASSWORD(2)

(1)

(2)

1.

Select MEMBER then type the SS number

2.

Click either the RESET button to designate and


confirm new password that will be sent by the
system to the members registered e-mail address,

or click the GENERATE NEW PASSWORD button to


send a system-generated password to members
registered e-mail address

3. Change of E-mail Account


3.1 If SSS Web account
can still be
accessed, advise
member to --a. Log-in to
his/her SSS
Web account

b. Upon display of
the
welcome
page, select
UPDATE
PROFILE
found on the
left panel
of the page

c. Encode the
new/correct email address
and/or other
information to be
updated, and
d. Save the
changes
made by
selecting the
UPDATE
button
found on the
lower part
of the screen

3. Change of E-mail Account


3.2 If SSS Web account can no longer be accessed
a. Reset Web account by clicking the RESET button
(see item no. 2 - SSS Web Account Has Been Blocked, for
the account resetting procedures)
b. E-mail user id and new password to members new e-mail
address or, assist member in logging in to his/her Web
account and in updating the e-mail address using UPDATE
PROFILE

4. Forgotten Password/User ID
4.1 If member can
still access email account,
advise him/her
to
a.

Click on Forgot
User ID or
Password?
found in the
Member Login
box

a.

c.

Encode User ID
to retrieve
forgotten
password, or email address to
retrieve
forgotten user
id
Click on
SUBMIT button
to receive an email from the
SSS Web
containing the
user ID or
password

For forgotten Password, the member


needs to provide
his/her User ID
For forgotten User
ID, the member needs
to provide his e-mail
address
In any case, the login details will be automatically to the
member's registered
e-mail address

4. Forgotten Password/User ID
4.2 If member can no longer access e-mail account
a. Reset Web account by clicking the
RESET button (see item no.2 SSS
Web Account Has Been Blocked, for
the account resetting procedures)
b.

E-mail user id and new


password to members new
e-mail address or, assist
member in logging in to his/
her Web account and
in
updating
the
e-mail
address
using
UPDATE
PROFILE found on the left
panel of the account

UPDATE PROFILE

Sample E-mail Message to Member with New E-mail


Address Whose Account Has Been Reset
Dear _____________:
You may now log-in to your SSS website account using the login information below:
USERID: FRANCEMMARIE
Password: FRAN1981 (case-sensitive)
You will be prompted to change your password. Please encode the above-mentioned
password in the field for "OLD PASSWORD". Then, in the field for NEW
PASSWORD, encode your preferred password, composed of 8 to 20 characters (the
first character must be an alphabet; no special characters except underscore is
allowed). Re-encode your preferred password in the "CONFIRM PASSWORD" field.
Once you have accessed your account, you can update your email address and other
personal information by clicking on "Update Profile" found on the left side of the
account page.
Should you need further assistance regarding the website, you may visit our branch
or e-mail the undersigned.
Thank you for using the SSS Website.
-Complete Name
-Branch

Procedures
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In Handling
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A
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for SSS Websit
tion
a
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In
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Ac
or Updating of

GUIDE FOR
MEMBER SERVICE
OFFICERS

Presented
By:

The following procedures shall be implemented by the concerned Member


Service Officers (MSOs) in handling the said requests:
1.Request the authorized company signatory/ proprietor to submit a
letter-request signed by him/her over printed name.
2. Upon submission of letter, request the authorized signatory/single
proprietor to present ID requirements (SS
Card, or in its absence, any
two valid IDs, one with photo and
both with signature) to establish
his/her identity.
1.Verify if the names of the authorized signatory and the person granting
authority/single proprietor are in Form L-501 on file with the branch. If
different persons are indicated or if Form L- 501 has expired, inform the
authorized signatory/single proprietor accordingly and return the letterrequest.
Note :

Branch.

The validity of Form L-501 is one year from the date of receipt by the SSS

1. Stamp Received, affix signature over printed name, and


indicate time and date of receipt, and name of the branch
on the original and duplicate copy of the letter. Return
duplicate copy of the letter to the authorized signatory.
1. Refer request through e-mail to:
funtelarra@sss.gov.ph with the scanned copies of the
letter and Form L-501 as attachment