Monitoring and Measuring

The Fund is keen to constantly improve and monitor the level of its services through a set of performance indicators, whose results are announced in the presence of the team members, in order to motivate everyone to achieve better results, hence, the Fund succeeds in achieving its vision aimed at providing retirement pensions and benefits services through the application of international standards. The Fund developed a mechanism for evaluating and following up the strategic performance, by identifying the indicators affecting the completion of the strategy, in addition to providing a guide to define the targets, in order to enhance and enrich the culture of planning among the concerned parties, as well as developing appropriate implementation mechanisms. The Fund has also established a clear linking mechanism for linking strategic indicators with operational indicators.

The Fund's Higher Management is keen to meet with priority owners and strategic indicators officers on a quarterly basis, to review results and identify improvement areas.

The Fund tops the list of service providers through the Abu Dhabi Government Contact Center

The Fund came first in the overall performance results of government authorities linked with Abu Dhabi Government Contact Center. The Fund's winning of the first place came because of the Customer Happiness Division's team application of the highest standards of service provision, in terms of speed of response to various inquiries received through the Abu Dhabi Government Contact Center.

Deadlines adherence in the services provision

The Fund is exerting its utmost best to observe the accuracy and speed in providing its services. A time rate has been set for the provision of each service, in accordance with the approved international standards. The results of the operational indicators showed that the percentage of the deadlines adherence in providing the Fund's services recorded 92.50%.

96.3% The accuracy of the completed transactions

The Fund carries out a number of procedures that contribute to raising the accuracy of completed transactions, including reviewing and auditing all the transactions before their execution, through the Continuous Control Unit. Furthermore, the management has succeeded in auditing almost 20,000 transactions during 2020, and the accuracy of transactions reached 96.3%.

A remarkable effort has also been exerted to develop the monthly reports for the Continuous Control Unit, count the recurring notes and set a mechanism for developing them and matching the requirements of the Fund, within the critical efforts to develop work mechanisms and complete transactions with the highest possible accuracy.

97.52% The collection rate of the monthly contributions

The Fund's team succeeded in raising the index of collecting the monthly contributions within deadlines, as a result of the Finance Division approach during 2020 which included a number of development measures and new projects. During the past year, the percentage of entities commitment to pay the contributions on time increased to 97.52%.

Increasing the entities compliance

Entities are the main partner of the Fund in providing high-quality services, as it is the main provider of the monthly contributions amounts and customers data. The Fund’s team succeeded in increasing the rates of entities compliance by setting a number of controls that would contribute to preserving the pension rights of citizens, and obligate the entities to register the active members and terminate their services within the period specified by the Pension Law. During 2020, the compliance rate of entities increased to 87.34%, reflecting the effectiveness of the role of the Inspection Division, which does not only assume responsibility for inspection, but also seeks to help the entities to overcome the obstacles they encounter in adhering to the Pension Law.

Various Service Channels

The Fund is always paying remarkable attention to diversify the service provision channels to meet all the needs and suit the requirements of entities as well as the different groups of customers (active members - pensioners and beneficiaries), as it provides its services through customer happiness centers in its headquarter in the Emirate of Abu Dhabi, in addition to its offices in Al Ain city and Al Dhafra region, and the military pensioners service centers. The Fund also provides its services digitally through its website www.pension.gov.ae , the smartphones application “Abu Dhabi Pension”, in addition to “Tamm” platform. The Fund communicates with customers and answers their questions and inquiries through the Abu Dhabi Government Contact Center and social media. It is worth mentioning that the total transactions and enquiries which were handled through the different communication channels amounted to 71,292 transactions.

New advantages of electronic Linkage

Within the continued success of the electronic Linkage project, which was launched by the Fund in 2011, during the past year, the scope of cooperation with government authorities and institutions in Abu Dhabi has expanded, and the number of entities joining the project has reached to 26 entities. The main goal of the “electronic linkage” project when it was introduced was to permanently cancel the annual declaration to prove the continuation of the pension disbursement, but its concept is expanded to include the provision of a range of services and other benefits, in order to ensure the customers comfort, especially the pensioners, and to save their time and effort. It also included facilitating some government procedures, such as those related to housing loans among other benefits.

75,699 thousand transactions were completed electronically

The Fund offers 21 electronic services through various digital channels, in addition to 15 services via the smart phone application, including services for “changing the bank account, electronic calculator, tracking the status of your request, online chatting, and certificates”, in addition to my transactions service, financial statement, updating the personal and contact information. During the past year, according to the report issued by the Abu Dhabi Digital Authority, 75,699 transactions were completed through various digital channels, compared to zero manual transactions.