GPSSA innovates with pioneering virtual customer centric experience

GPSSA innovates with pioneering virtual customer centric experience

The General Pension and Social Security Authority (GPSSA) within the UAE has unveiled a glimpse into the way forward for three ground-breaking world-class digital initiatives that present proactive and revolutionary options that meet quite a lot of the essential wants of its purchasers.

Mohammed Al Khayat, govt director of digital IT at GPSSA

As a part of its ongoing dedication to digital transformation, the General Pension and Social Security Authority (GPSSA) within the UAE has introduced three ground-breaking digital initiatives, together with its pioneering digital platform, its Metaverse Virtual Experience and a state-of-the-art interactive dashboard, which is ready to ship an environment friendly experience for its numerous stakeholders sooner or later.

The GPSSA is dedicated to the speedy improvement of digital authorities options introducing new initiatives within the discipline of e-government companies and to showcase its efforts to improve its digital companies whereas offering proactive and revolutionary options that meet quite a lot of wants of its clients meet.

For instance, its digital platform for pensioners and beneficiaries locations emphasis on self-service completion of requests, as a part of GPSSA’s drive to supply a brand new period of superior companies and expertise.

The platform is a part of the GPSSA’s Digital Transformation challenge which goals to attain a qualitative leap within the administration of the authority’s operations. It permits pensioners, beneficiaries, employers and insured people to create their very own accounts and full their desired companies. They will be capable to handle all operations associated to contributions and entry certificates and month-to-month statements together with quantities due and anticipated end-of-service gratuity, amongst different companies.

Through this platform, employers can get hold of a whole abstract of their worker’s information, a few of which embrace month-to-month contributions, quantities due and relevant penalties or deductions if any. It facilitates the procedures associated to the fee of contributions and the settlement of charges, whereas offering entry to transaction particulars similar to receipts, fee strategies and repair standing, via which customers will obtain notifications.

Improving customer satisfaction

The initiatives mirror the GPSSA’s dedication to offering user-friendly entry to its companies, thereby growing customer satisfaction.

Its interactive platform permits customers to enter a virtual session and have a dwell chat dialogue with a customer happiness agent on the GPSSA Metaverse Customer Happiness Virtual Center, the place they may be capable to take part in requesting a service inside virtual actuality, and luxuriate in service within the Metaverse in actual time.

We requested Mohammed Al Khayat, Executive Director of Digital IT at GPSSA, additional questions to search out out extra.

Why is it so necessary for the GPSSA to undertake the newest expertise?

Technology is quickly altering the way in which we handle, ship and function our companies. According to the UAE Digital Government Strategy 2025, it’s essential that our clients interact with their pension plans via a world-class built-in, simple and quick digital infrastructure, one that gives better accessibility of pension companies and is designed and up to date primarily based on person wants. .

How has the newest expertise helped the GPSSA obtain a leap within the environment friendly administration of IT operations?

In the previous, GPSSA analyzed and reported the efficiency of its operations in Excel spreadsheets, which had been commonly adjusted by enterprise controllers and accounting workers. The course of was time-consuming and cumbersome as a result of restricted structure prospects in Excel. With an enterprise efficiency administration software program in place, planning, budgeting and forecasting throughout finance, gross sales, human assets, procurement and different departments has change into streamlined.

It is now attainable to combine monetary planning and evaluation with operational plans and reporting to optimize processes, enhance information high quality and cut back planning cycles.

By streamlining the processes of planning, budgeting and reporting, the monetary controllers on the GPSSA can now put together their month-to-month reviews sooner and with much less effort than earlier than. As a consequence, extra time could be spent on evaluation and high-value work.

Can you clarify how the GPSSA gives revolutionary companies utilizing Metaverse expertise?

GPSSA constantly seems to be at offering revolutionary user-friendly entry to its stakeholders, thereby growing customer satisfaction. During GITEX 2022, guests may take part in requesting a service inside Virtual Reality utilizing the Metaverse expertise. They succeeded in experiencing a real-time virtual customer-centric experience.

We will proceed to hunt the newest expertise that engages all forms of age teams to speak the newest updates as per the UAE pension laws and be certain that data is consistently obtainable to insured people, pensioners and beneficiaries.

Can you describe the advantages of the interactive dashboard created by the GPSSA? How does it assist customers?

The interactive dashboard gives an in depth customer database, which helps in managing the operations of pension companies, whereas offering clients with detailed information similar to age, occupation and social standing amongst others, thereby encouraging transparency and a customer’s belief earn, whereas offering data. which can assist them interact in a sustainable and safe pension system.

How has the GPSSA managed to develop an correct customer database and what advantages has this created?

To guarantee information credibility, GPSSA applied the golden document challenge, whereby all the info in every system of document (SOR) was precisely recorded, thus guaranteeing that the consumer database was constantly up to date from the second he/she was born to with their demise. each single occasion, milestone, section and progress of their life span (ie delivery, commencement, employment, marriage, kids, divorce, employment, change of employment and retirement).

Can you describe the advantages of detecting patterns in customer information?

Being conscious of key moments in a customer’s lifetime performs a serious position in learning human behaviour, in an effort to perceive the completely different life and spending in addition to saving patterns, to assist meet necessities, wants and traits. By understanding our stakeholders’ preferences, we are able to establish the precise kind of companies required and information required.


Digital platform for pensioners

Mohammed Al Khayat, Executive Director of Digital IT at GPSSA, mentioned the Digital Platform comes as a part of the UAE Pensions Authority’s Digital Transformation journey to attain a qualitative leap within the environment friendly administration of operations and the adoption of the newest expertise.

Metaverse virtual experience

The GPSSA will present companies via the virtual atmosphere supported by Metaverse expertise. This innovation gives important information the place clients can entry a service via GPSSA’s Virtual Customer Happiness Centre. Through this challenge, the authority goals to supply a singular experience in offering revolutionary companies utilizing Metaverse expertise.

Interactive Dashboard

The GPSSA’s interactive dashboard displays its success in growing an correct customer database, which in flip helps the method of launching a digital platform for beneficiaries.

The dashboard gives detailed information about clients similar to age, occupation and social standing, amongst others. The expertise used within the dashboard helps within the detection of patterns to investigate customer information and permits the GPSSA to be future-ready by constructing a number one and sustainable pension system in line with the very best worldwide requirements.

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