In an effort to enhance the customer experience, the General Authority for Pensions and Social Security has announced a new initiative aimed at reducing the time required to complete its main services. This initiative is not just a step towards minimizing procedures; it reflects the Authority’s vision to enhance efficiency and provide user-friendly services, contributing to a redefined customer experience. Through the “My Pension” digital platform, procedures are streamlined, and administrative burdens are lifted in three main services: employer registration, insured person registration, and the disbursement of insurance entitlements, thereby improving efficiency and speed of performance.
Radical Transformations in Services
The transformation undertaken by the Authority is not limited to reducing the number of administrative steps; it redefines the role of the customer to become a reviewer rather than a requestor. This step aims to alleviate the mental and administrative burden on customers, aligning with the objectives of the “Zero Government Bureaucracy” program and the principles of the “UAE’s Promise for Future Services.” In this way, the Authority ensures the provision of faster and simpler digital services, easing the procedural burden on customers and supporting the shift towards an integrated government service environment.
Renewed Digital Experience
The efforts made by the Authority have transformed services into comprehensive digital pathways, allowing customers to complete their transactions quickly and easily. The Authority’s service development relied on analyzing “Customer Voice” reports and reviewing customer journeys, helping it better understand their needs. Through collaboration with strategic partners, it has built unified digital packages that enhance operational efficiency and data accuracy, contributing to the provision of human-centered and innovative services.
Reduction of Required Procedures
The most significant changes include reducing the documents required for employer registration from six to three, along with activating an automatic notification to the employer when a new citizen joins. The entire transaction is completed in less than a day, making the employer registration service a vital starting point. For insured person registration, procedures have been simplified thanks to the automatic receipt of employee data, reducing the effort required to complete the transaction.
Faster Disbursement of Entitlements
In terms of disbursing insurance entitlements, all visits and complex documents have been eliminated. Data is now received electronically, with the system proactively calculating entitlements and sending a notification to the employer for digital review and approval only. This shift in procedures ensures that entitlements are disbursed faster than ever, making the customer experience easier and more effective.
The General Authority for Pensions and Social Security continues to work on developing its services, planning to expand the initiative to include more services in the future. Through these steps, the Authority reaffirms its commitment to providing a seamless and interconnected customer experience, aligning with its ambitious vision of delivering pioneering and innovative government services.