GSIS Emphasizes Member Feedback to Drive Reforms at 2025 NCR Stakeholders’ Dialogue

The Government Service Insurance System (GSIS) underscored the vital role of member feedback in guiding institutional reforms during its 2025 NCR Stakeholders’ Dialogue held recently in Quezon City.

The event, convened on November 19 at the VS Hotel and Convention Center, gathered hundreds of members, pensioners, and government agency representatives for an extensive discussion on GSIS programs, services, and ongoing improvements.

GSIS President and General Manager Wick Veloso emphasized the agency’s commitment to listening to its members. He remarked, "We are here to listen so we can better understand how to make your transactions with GSIS easier and more convenient. Every improvement you see started with someone speaking up in a dialogue like this one. Your feedback is the trigger for real change."

Veloso highlighted recent policy adjustments inspired directly by member suggestions, such as the elimination of the required down payment for members purchasing their GSIS-rented housing units, with monthly rent now applying towards amortization.

A significant portion of the dialogue comprised an open forum where attendees raised issues regarding loan policies, pension processing, digital services, and other frontline concerns. GSIS officials provided immediate responses, recognizing that these candid exchanges offer valuable insights into member needs.

Keynote speaker UP Diliman Chancellor Edgardo Carlo Vistan II commended the GSIS for fostering collaboration and institutional cohesion as foundations for its reform agenda. He stated, "Your theme, ‘Basta sama-sama, tuloy-tuloy ang ginhawa,’ encapsulates the belief that progress stems from united institutions, aligned systems, and reinforced public service. These reforms in member services, records management, and digital security contribute significantly to nation-building."

The dialogue also spotlighted advancements in digital innovation and fraud prevention. Jocel De Guzman, co-founder of Scam Watch Pilipinas, highlighted escalating digital fraud threats targeting government employees. GSIS showcased upgrades to its mobile application and online platforms, incorporating enhanced security measures and improved user experience.

Furthermore, the event honored top-performing government agencies for excellence in loan and premium collections, reduction of past-due accounts, and successful digital collaboration efforts. Awardees included CHED Region 4-B (Mimaropa), the University of the Philippines System, Quirino Memorial Medical Center, the House of Representatives, the National Kidney and Transplant Institute, the Philippine National Police, the Anti-Red Tape Authority, the Public Attorney’s Office, the National Housing Authority, the Department of Transportation – MRT 3, and the Commission on Audit.

Lt. Gen. Jose Melencio Nartatez Jr., acting Philippine National Police chief and representative of the awardees, expressed gratitude for GSIS's recognition, stating, "These awards remind us that accountability and good governance matter and that public service improves when every agency does its part." He also praised GSIS reforms for making systems more transparent, efficient, and dependable for government workers.

Joined by GSIS Trustees Beatriz Torno, Garry De Guzman, and Gilbert Sadsad, Veloso affirmed the agency’s plans to continue regional dialogues to enhance transparency and accountability across its services.