THE Social Security System (SSS) plans to double the number of its branches over the next three years to improve access to services, particularly for members who prefer face-to-face transactions over online platforms.
SSS President and CEO Victor Alfonso Limlingan said on Wednesday that the agency recognized that many members, particularly senior citizens, would still prefer visiting physical branches to conduct transactions and update their membership records.
He said the state pension plan intends to expand its branch network by establishing more smaller offices instead of building larger branches, bringing services closer to members in different communities.
“We’re trying to double branches in the next three years,” Limlingan reiterated during an interview.
The SSS chief executive acknowledged that despite efforts to promote digital services, not all members have access to reliable internet connections, smartphones, or the technical ability to upload documents and complete online transactions.
The agency must therefore maintain accessible physical offices while improving its digital platforms, Limlingan stressed.
He also disclosed that about 60 percent of queues at SSS branches involve members seeking to update their personal information, particularly their email addresses and mobile phone numbers.
To address the problem, the SSS is working to simplify the process by linking its systems with the Philippine Identification System (PhilSys) for identity verification, the top SSS official said.
Limlingan said the agency hopes to implement the arrangement by December, allowing members to update their contact information more conveniently and securely.
The SSS said it was also exploring arrangements with partner banks to facilitate the transfer of updated member information to its database.
However, he said the agency must balance convenience with account security, particularly amid the growing incidence of online scams, identity theft and unauthorized access to financial accounts.
Limlingan said the SSS has to consider the needs of its approximately 40 million members, including elderly members who may be more vulnerable to fraudulent messages and online scams.
He likewise cited the need to upgrade the agency’s website, online portal, and mobile application, but said modernizing its systems while continuing to serve millions of members presents operational challenges.
He likened the process to changing a car’s engine while it is running, noting that any major system overhaul could disrupt services.
The SSS said it was exploring managed services and outsourcing some information technology (IT) functions, partly because of difficulties in recruiting qualified IT professionals at government salary levels.
