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The Official GSIS Facebook Page
The Government Service Insurance System (GSIS), a state-run pension and insurance corporation in the Philippines, believes that its greatest asset is its people. For this reason, GSIS invests heavily in the capability building, skills training and continuing education of its 3,000-strong workforce.
In order to reach the over 2 million government employees and more than half a million pensioners, GSIS created the “Official GSIS Facebook Page”.
GSIS harness the power of Facebook to connect with its stakeholders. Managed by the Corporate Communications Office (CCO), the GSIS Facebook page functioned as one of GSIS’s tools to disseminate information on GSIS plans, policies and products to its stakeholders. A Social Media Team handles the daily operational duties of GSIS’s Facebook Page. The Social Media (SocMed) Team of CCO manages the posting of info-graphics, advisories and announcements on a regular basis, as well as diligently responding to comments and private messages. They are the virtual frontliners of the GSIS and their role was magnified during the pandemic, especially during the lockdowns.
The SocMed Team has engendered confidence and made the Official GSIS Facebook page into one of the most trusted social media pages in the Philippines today by providing timely and accurate information, and responding promptly to comments, complaints and queries while observing GSIS standards and data privacy act. Through GSIS FB page, stakeholders feel important by keeping them abreast on GSIS updates and their clamor is being heard. More importantly, it shielded the clients from the onslaught of the virus as they can reach GSIS at the comfort of their homes.
Dramatic Surge in Popularity
Prior to the COVID pandemic (2017-2019), the GSIS Facebook page had 71,610 total “followers” – typically generating 37,029 “likes”/“reactions” and 1,243,406 “people reached” on an annual basis.
Today, two years after the COVID pandemic reached Philippine shores (2020-2021), the Official GSIS Facebook Page has amassed 327,792 “followers” (a 400% increase); 346,250 “likes/reactions” (a whopping 900% increase) and 9,697,927 “people reached” (700%).
When government imposed restrictions on travel, face-to-face transactions and mass gatherings, GSIS decided to harness the power of social media (particularly Facebook) to reach its 2 million active members and 500,000 pensioners nationwide. To get its message across, the Social Media (SocMed) Team of CCO posted info-graphics, advisories and announcements on a regular basis, as well as diligently providing the following services:
1. Check status of retirement
2. Application for benefits such as Employee’s Compensation Benefit for acquiring COVID
3. Check status of Unified Multi purpose Card application
4. Loan application
5. Application to revalidate a pensioner (proof of life)
6. Check status of pension loan
7. Check status of Funeral benefits
8. Check status application for college subsidy
Engendering Trust and Confidence
What sets GSIS different from the other government agencies is the constant and consistent “engagement” of FB stakeholders by the CCO SocMed Team contributed largely to the dramatic surge in the number of “followers” and unprecedented volume of “likes/reach” for the Official GSIS Facebook Page. By providing timely and accurate information, and responding promptly to comments, complaints and queries, the CCO SocMed Team has engendered confidence and made the Official GSIS Facebook page into one of the most trusted social media pages in the Philippines today.
For a market that was more comfortable to transact physically in a GSIS Office, social media played a vital and pivotal role in providing the most convenient service GSIS can provide to the clients: it is having GSIS readily available to answer their queries at any time of the day and at the convenience and safety of their home.
Nomination Title: GSIS Facebook Page
