Modifications and Additions to the General Provisions on Service to Users of the Retirement Savings Systems — SHCP — MX

DOF: 13/04/2020

MODIFICATIONS and additions to the General Provisions on Service to Users of the Retirement Savings Systems

At the margin, a seal with the National Coat of Arms, which reads: United Mexican States.- TREASURY.- Ministry of Finance and Public Credit.- National Commission of the Retirement Savings System.

MODIFICATIONS AND ADDITIONS TO THE GENERAL PROVISIONS ON SERVICE TO THE USERS OF THE RETIREMENT SAVINGS SYSTEMS

The President of the National Commission of the Retirement Savings System, based on what is provided in Articles 1, 2, 3, 5 fractions I, II, VII, XIV, XV and XVI, 12 fractions I, VI, VIII and XVI, 18, 18 bis, 25, 30, 36, 37, 37 A, 53, 58, 74, 74 bis, 74 ter, 89 90 fractions II and XIII, 91, 99, 111 and 113 of the Law of the Retirement Savings Systems; 106 of the Law of the Institute of Security and Social Services for State Workers; 1, 2 fraction III and 8, first paragraph of the Internal Regulations of the National Commission of the Retirement Savings System, and

CONSIDERING

That on November 16, 2018, the
General Provisions on Service to Users of the Retirement Savings Systems were published in the Official Gazette of the Federation with the object of regulating the minimum characteristics of Service that Administrators must provide to Users regarding the administration of their individual accounts;

That to promote better quality in Service Levels, it is necessary for Administrators to unilaterally define wait times for the processing of Service Requests submitted by Users, reschedule appointment times in cases of system interruptions, and inform their target audience of the locations, days, and times when they install mobile or itinerant Service Modules;

That to generate savings for the regulated entities and avoid reprocessing, it is convenient to integrate into a single file the documentation of Service Agents who also perform functions as Promoter Agents;

That to facilitate the incorporation of Service Agents who provide attention to Workers by the regulated entities, it is necessary to flex the qualification percentage to evaluate their technical capacity, without this implying a decrease in the difficulty of the tests administered to them, so that the qualification effectively reflects their capacity to provide adequate service;

That to guarantee the effectiveness of the Control Exams applied to Service Agents and that all of them are evaluated at a given moment, it must be specified that these exams are applied randomly to different Service Agents, so that all such Agents can be evaluated gradually;

That to comply with what is established in Article 78 of the General Law for Regulatory Improvement, as well as in Article Five of the "Agreement that establishes the guidelines that must be observed by the dependencies and decentralized organisms of the Federal Public Administration, regarding the issuance of general administrative acts to which Article 69-H of the Federal Administrative Procedure Law applies", the simplification carried out in Articles 8 and 23 of these modifications and additions must be considered, and the remaining simplified obligations will be used subsequently in the issuance of various regulations, has issued the following:

MODIFICATIONS AND ADDITIONS TO THE GENERAL PROVISIONS ON SERVICE TO THE USERS OF THE RETIREMENT SAVINGS SYSTEMS

SOLE.- Articles 8, 16, fraction I, subsection d) and fraction II, subsection e), 22, 23, fraction I, subsection d) and fraction II, subsection e), 27, fraction III, 30, second paragraph, 35, 40, first paragraph, 53, 66 and 67 are MODIFIED, as well as Articles 30, with a third paragraph, shifting the current third and fourth to become fourth and fifth, 43 with a third paragraph and 48 with a second paragraph, shifting the current second to become third, all of the General Provisions on Service to Users of the Retirement Savings Systems, published in the Official Gazette of the Federation on November 16, 2018, modified and added through publications in the same official gazette on dates January 17, August 2, and December 17, 2019, to read as follows:

" Article 8. Administrators that implement mobile or itinerant Service Modules in public places may inform their target audience of the locations, days, and times in which they will be located to provide Services to Users through their Contact Channels that they consider pertinent. "

" Article 16.

...

I. ...

a) to c). ...

d) Area to which the person responsible for issuing the Conclusion Notification belongs;

II. ...

a) to d). ...

Area to which the person responsible for issuing the non-conclusion response belongs;

... "

" Article 22. The Regulatory Controller of the Administrator must inform its Governing Body, in each ordinary session it holds, of the Complaints that have not been attended within the normative times or those established by the Administrator and keep them available to the Commission. "

" Article 23. ...

I. ...

a) to c). ...

d) Area to which the person responsible for issuing the Conclusion Notification belongs;

II. ...

a) to d). ...

Area to which the person responsible for issuing the non-conclusion response belongs;

... "

" Article 27. ...

I. and II. ...

III.

The maximum wait time to be attended by the Service Agent who will carry out the attention of Service Requests from Users who have not previously made an appointment. This wait time must be published visibly and permanently in its Physical Contact Channels and on its website.

The modification of the maximum wait time determined by the Administrator may only be decreased by seeking at all times efficiency and benefit to Users, which must be reported to the Commission within a period not exceeding 15 business days counted from the date of modification.

IV. and V. ... "

" Article 30.-

...

The wait time for the attention of Users who have an appointment may not exceed 20 minutes counted from the hour in which it was scheduled; unless due to an interruption in the systems they cannot be attended. For this purpose, such appointments must be rescheduled as soon as possible, if the User so requests.

Administrators must preserve evidence of the actions taken to resolve the system interruptions that prevented the attention of Users in accordance with the provisions of this article and must keep it available to the Commission.

...

... "

" Article 35. The Commission will design and apply annually, through a survey firm, a survey on Quality of User Service, which will serve to evaluate the Service of the Administrators. "

" Article 40. Service Agents and the personnel of the Telephone Contact Center of the Administrators who provide attention to Users must carry out the following functions:

I. to III. ...

...

... "

" Article 43 ...

I. to VIII. ...

...

Service Agents who also perform functions as Promoter Agents may have a single file, in which the documentation established by the General Provisions on operations of the retirement savings systems and these Provisions will be integrated. "

" Article 48. ...

In order to ensure the correct application of Control Exams, Administrators must guarantee that the selection process they apply to determine which Service Agents will take the Control Exam, is carried out randomly and only considers Service Agents who have not been selected for the application of the Control Exam in the two years immediately prior, in order to gradually evaluate the knowledge and skills of all Service Agents who provide attention to Service Requests submitted by Users to the Administrators.

... "

" Article 53. It will be considered that Service Agents do not meet the technical capacity requirement when they obtain a score lower than 60% of the content of the Control Exam. "

" Article 66. From the analysis of the responses that Administrators send to the Commission through the SISAT, it will determine when a Service Request is considered concluded. For all those Service Requests that have not been concluded by the Commission in the SISAT, Administrators must update in the SISAT every thirty calendar days, from the date of expiration of the deadline established in the system for the attention of the Service Request, the status of the request and inform the actions taken for its Follow-up and resolution. "

" Article
67. Administrators must exhaust all instances to attend to Service Requests
within their competence. "

TRANSITORY PROVISIONS

FIRST.- These modifications and additions will enter into force on the next business day following their publication in the Official Gazette of the Federation.

SECOND.- With the entry into force of these modifications, all those provisions that contravene these are repealed.

Mexico City, April 2, 2020.- The President of the National Commission of the Retirement Savings System, Abraham E. Vela Dib.- Signature.

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