Abu Dhabi Pension Fund
United Arab Emirates
Asia and Pacific

Fund Pulse: Improving services through innovative management operations

Implementation year
2020

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 Fund Pulse system, managing the operations, available competencies and the data stored therein, has greatly improved the services provided to the entities, active members, beneficiaries and pensioners, which leads to a high rate of customer satisfaction among the government entities in Abu Dhabi city.

Topic:
Service quality