The strategic approach taken by Gabon’s State Employees Pensions and Family Benefits Fund (Caisse des pensions et des prestations familiales des agents de l’État – CPPFAE) to improve member satisfaction involves carrying out a monthly satisfaction survey.
As part of this satisfaction survey, members who have made a complaint in month N are asked to take part in a questionnaire over the phone in the second week of month N+1, to collect their views on the services offered by the CPPFAE. These complaints concern the CPPFAE’s two working sections.
- Pensions, notably pension payments being suspended and calculations of pension amounts.
- Family and social allocations, family and maternity allowances not being paid long after the application is made.
Furthermore, these complaints are classified into two categories: category one complaints are dealt with within 24 hours, in person with the member; and category two complaints are dealt with within a maximum of 15 days, as they need department managers and sometimes general management to be involved.