State pension fund Government Service Insurance System (GSIS) maintained its International Organization for Standardization (ISO) 9001:2015 certification for its major processes for seven straight years following the audit by TÜV Rheinland Philippines Inc. (TUV-R) today.
“We are happy to share this piece of good news with our members, pensioners, and other stakeholders. With the ISO seal of approval, our members and pensioners can be assured of world-class service from GSIS when they transact with us. Our clients deserve nothing less,” GSIS president and general manager Wick Veloso announced.
“Congratulations to the men and women of GSIS. Their consistent adherence to world-class standards shows that our core values of service excellence, integrity, and professionalism are deeply ingrained in our employees,” PGM Veloso added.
A total of nine major GSIS processes were recertified consisting of loans processing, membership administration, maturity claims, funeral benefit claims, motor vehicle claims, data center facilities management, marketing process for renewal of bidding accounts for nonlife insurance, renewal of Philippine Charity Sweepstakes Office surety bonds, and releasing of notice to claim transfer certificate of title for non-problematic fully-paid housing accounts.
An ISO 9001:2015 certification shows a company’s capability to consistently serve the needs of its client and comply with legal and regulatory requirements. Through the implementation of a quality management system, the certification safeguards customer satisfaction.
TUV-R, one of the leading third party ISO-certifying bodies in the country, recommended the ISO recertification of GSIS processes this year. The audit was conducted on-site for the first time after the pandemic. It was held at the GSIS headquarters in Pasay City. The audit was conducted online in 2020 and 2021.
GSIS initially obtained its first ISO certification in 2015 when the certifying body conferred the ISO 9001:2008 for the pension fund’s quality management system (QMS) on loans processing.
In 2016, GSIS gained ISO recertification for its loans processing system under the updated version, ISO 9001:2015. On the same year, the scope of certification was expanded to include membership administration.
The two processes were recertified in 2017 when maturity claims and motor vehicle claims processing were included for the first time.
By 2018, all four processes, plus the data center facilities management, have been certified.
Funeral benefit and marketing of non-life insurance were the additional processes to be ISO-certified in 2019.
Amid the COVID-19 pandemic in 2020, all seven processes were recertified via a virtual audit.
Last year, GSIS gained certification for the renewal of Philippine Charity Sweepstakes Office surety bonds and releasing of notice to claim transfer certificate of title for non-problematic fully-paid housing accounts as well as recertification of the seven existing processes.