Civil Servants Pension Fund
Iran, Islamic Republic of
Asia and Pacific

Establishment of an integrated, two-way communication centre with the beneficiaries (SRM) of the Civil Servants Pension Fund

Implementation year
2020

The Civil Service Pensions Fund (CSPF) of the Islamic Republic of Iran launched a communication centre for its beneficiaries with the goal of increasing the satisfaction of covered retirees and using international standards, Information Technology Infrastructure Library (ITIL), in order to seamlessly manage all communication channels with retirees, including telephone, web, mobile applications, etc.

Saba Centre with capacity of 77 experts in each shift is a 24-hour, seven days a week active centre.

Beneficiaries can contact the centre via phone (120 simultaneous lines), mobile applications and website to submit their requests. This centre is equipped with the most up-to-date service management software.

The infrastructure and architecture of the centre allows teleport operators as well as more than 770 experts in each shift to work.

The centre provides services such as submitting applications of retirees, providing information on the Fund’s welfare benefit plans, interpretation of personal action and receipt of salary.

This centre provides agile, transparent and integrated services, a first among Iranian pension funds.

Topic:
Information and communication technology
Communication
Service quality