Exceptional Facilities and Services provided to Customers

The biggest challenge with the introduction of the remote work system was the ability to continue providing our services to customers of various categories with the same quality, accuracy and speed. Therefore, work was progressing in full swing, both at the level of senior management to take decisions that facilitate and mitigate the consequences of the pandemic at various levels; or, at the level of providing direct services, completing all required transactions and disbursing pensions, retirement benefits among others at the defined deadlines. Notably, the Fund has remarkably succeeded in achieving all of it.

Early Pensions Disbursement

Contributions Payment Postponement

Various Communication Channels

177 Virtual awareness workshops

Communication and Partners Services Provision

The Fund has made its best to continue communicating with all the entities. It also succeeded in completing a set of urgent training workshops at the beginning of the pandemic, to train all the entities on using the electronic services of the Fund in order to ensure business continuity and facilitate all the procedures for them. Throughout the year, the Fund organized 177 virtual workshops for the entities, attended by a large number of employees from the entities registered in the Fund.

Postponing the Collection of Pension Contributions

The Fund's Board of Directors issued a decision, which allowed the private sector entities to submit requests to postpone the monthly contributions payment for a period of three months, and later extended to 6 months. The decision came within the framework of providing facilities and support to the private sector in encountering the impacts of (Covid-19) pandemic. Moreover, no additional charges were imposed on these entities.

This decision came in line with the directives of the UAE wise leadership, and in compliance with the package of economic incentives announced by the Executive Council of the Emirate of Abu Dhabi for various categories and supportive entities in the governmental and private work system.

Using the “Video Call” to Communicate with Entities

The Fund has introduced the use of video call technology known as “video call” in communicating with the entities, to meet the requirements for training and awareness, as well as to answer any inquiries of the active members at those entities.

This service included organizing virtual training workshops that addressed the most important foundations of the pension system in the emirate, as well as the most important provisions of Law No. 2 of 2000 regarding retirement pensions and benefits, and its most important amendments. Accordingly, 121 “virtual” workshops were held via “Video Call”.

“Remote” Pensions Disbursement

The most important responsibility of the Fund is to preserve the rights of citizens and secure their dues easily and smoothly. One of the most important achievements of the Fund's team at the beginning of the pandemic and the transition to a remote work system is featured in the success of completing the entire process of pensions disbursement remotely, after confirming the completion of all the administrative and technical installations which are required for the pensions disbursement to all the pensioners and beneficiaries, as well as all other pension benefits, on time.

Twice-Early Disbursement of Pensions

The success of the team was not limited to disbursing pensions and retirement benefits only on time, but the team succeeded in making twice early disbursement of pensions during the pandemic. This action was conducted within the Fund’s keenness to help the pensioners and beneficiaries and meet their needs on various occasions, as well as to protect the senior retired citizens from any threats, in light of the conditions and precautionary measures adopted by all the state institutions to encounter the (Covid-19) pandemic.

Various Communication Channels

The strict precautionary procedures and measures taken by the state to confront the pandemic have not affected the readiness of the Fund’s staff to receive all the customers' inquiries 24/7. The Fund expanded the availability of communication channels, including electronic chatting, the virtual employee account “Rashid”, in addition to direct communication with the Fund's employees through Abu Dhabi Government Contact Center, as well as assigning call numbers to communicate with senior pensioners.

Supporting the Team with New Cadres

The work mechanism has not stopped in any of the Fund’s divisions. Despite the pandemic, the process of Emiratization of jobs in the Fund continued, by arranging remote job interviews, which resulted in the employment of a number of cadres and experiences, whose recruitment procedures were completed remotely. Accordingly, the Emiratization rate in the Fund reached 88% in 2020.