By putting the interest of the pensioner first, Abu Dhabi Pension Fund (ADPF) comprehensively redesigned its approach to serve its client base of over 91,639 active members, including 12,941 pensioners and 7,805 beneficiaries.

With a renewed focus on the client and by harnessing the power of digital transformation as well as adopting a product-based approach (versus project-based), ADPF has not only significantly improved how the services are orchestrated and offered to customers, but also achieved a satisfaction rate of over 83 per cent.

In accordance with our organization’s strategic plan to provide pensionable services that enrich the customer’s experience, the Abu Dhabi Pension Fund (the Fund) launched in 2018 an initiative to provide all the customers’ informational and transactional services on mobile application. In line with ISSA Guidelines on Service Quality, Guideline 7.

It is more than a year now since we started applying preventive measures to control the spread of SARS-CoV-2, working from home, distancing in the offices, wearing masks in common areas, and all the other restrictions we applied like most other organizations globally.

Working in the private sector usually has greater financial benefits than the public sector. On one hand, the private sector employees are usually rewarded with higher salaries and benefits in the form of insurance coverage, vacation time and bonuses. On the other hand, the career advancement to higher position provides profit-sharing opportunities, which are not found in the public sector.

Abu Dhabi Pension Fund (ADPF) has made great efforts to harnesses the latest digital solutions to provide a seamless service experience for customers as well as effective operations by developing the right ecosystem and provide our customers with a comprehensive range of services through one single point of access at any time and place.

Fund Pulse is an institutional structure in which all the departments’ operational processes are grouped and linked to the requirements of the best practices, policies and methodologies, such as identifying the competencies required to implement the process, operational risks, performance management, business continuity, etc. This method provides a database that facilitates the decision-making processes for continuous improvement of operations. When a change is requested, it is easy to know the affected processes and the individuals affected by the change.

The adoption of data driven communication approach proves to have a great impact on performance and results in the private sector over the last decade. In contrast, most of the public sector organizations still depend on the traditional methods of communication even on the new online mediums like social media and mobile.

In March 2020, the coronavirus pandemic broke out in Israel.

What began as a health crisis soon turned into an economic crisis, which led many workers to go on forced unpaid leave and went to the National Insurance Institute (NII) for assistance. There was a need to find creative solutions within the limits of the law and the data available to the NII, and to find workable and quick solutions that would allow the payment of unemployment benefits to unpaid workers.

Smart contributions is our latest smart service, which will contribute to a quantum transition in the way of managing and paying the monthly contributions by the employers on time, which will lead to fast pension service delivery to our customers, as this system will contribute significantly to monthly salary changes reporting, paying members, and employers’ contributions with the required accuracy and quality at the right time, and facilitate the timely settlement of customer pension benefit.

The Abu Dhabi Retirement Pensions and Benefits Fund (ADRPBF) performs the process of annual declaration by asking all pensioners and beneficiaries to visit the ADRPBF headquarters in order to confirm the terms of eligibility (or not) and to provide required documents from the courts, health authorities, universities and other entities.

The mission statement of the Abu Dhabi Pension Fund (ADPF) of the United Arab Emirates highlights a key priority to maintain financial sustainability in the provision of future benefits. To achieve that, the Fund regularly monitors its liability and identify different factors affecting it.

One factor identified to negatively impact liabilities was changes to pensionable salaries done by employers. The fund operates a Final Salary Defined Benefit (DB) system, which by definition can be vulnerable to such changes.