GPSSA focuses future of UAE's insurance and pension services

The future of UAE’s insurance and pension services and futuristic skills necessary for employees recruited in the pension sector in order to keep pace with digital transformation, were a few amongst many topics highlighted during an important forum organised by the General Pension and Social Security Authority (GPSSA) today.

The conference, entitled ‘The Future of Insurance in the United Arab Emirates’, was held at GPSSA’s Dubai headquarters in the presence of key spokespeople on 25th November 2022, to mark UNESCO’s World Future Day, which falls on 2nd December, and has been an ongoing task that the GPSSA has been ambitiously working on since November 2021.

During the meeting, GPSSA’s Executive Director at the Digital IT Sector, Mohammed Al Khayat, said,

"As part of GPSSA’s futuristic digital transformation framework, an innovative digital policy has been established, one that brings about updated and user-friendly characteristics in the delivery of digital services for its users, promoting features that embody GPSSA’s presence in the life of an Emirati, with convenient provision of services for users based on their nature, status and personal circumstances.

“The second feature includes digital intelligence, which provides flexible and effective smart service solutions via the development of comprehensive and practical resolutions for UAE nationals, one that will speed-up deliverables and update required services periodically, so that users are able to keep pace with the lifelong fluctuations and ongoing needs. The third factor of change consists of reliable and effective automated operations, utilisation of resources and electronic connectivity with the support of diverse strategic partners in order to enhance the speed of service-completion. The fourth service includes security, privacy and transparency in information-flow through delivering speedy information and data access, while ensuring a user is fully secured and protected, with emphasis on reliability, confidentiality and quality decision-making.”

Al Khayat emphasised the fact that the GPSSA aims to transform a completely new pension platform that is characterised by simplicity, easy access and completion of services in a flexible manner, or through the usage of a smart application via mobile phone that enables its holder to complete a service anytime and from anywhere across the globe.

He further added that the four main pillars embedded in the digital policy correlate with the UAE’s National Policy Agenda adopted by the nations prudent and wise government regarding digital transformation programs, one that is centred around a UAE national, thus improving strategic financial returns via an automated process that contributes in the improvement of day-to-day operational delivery, thereby reducing errors resulting from human intervention, while employing state-of-the-art technology in processing data and implementing procedures at GPSSA’s level.

Mohamed Saqer Al Hammadi, Head of the Pension Operations Department at the GPSSA, spoke about GPSSA’s readiness for the future, explaining its digital transformation readiness since 2014 in converting services electronically such as the end-of-service and contribution application forms, with an evident qualitative leap in the way customers are able to obtain their information, data and requirements rather than depending on physical delivery via the GPSSA’s headquarters. Accordingly, the GPSSA has begun to invest in delivering top-notch services that keep up with revolutionary developments and needs, ones that will be announced in due time.

He further explained that the digital progress proactively reads into the needs and preferences of users and members of the public, predicting the services required for the future and providing timely support to the customer who can now benefit from available data and information in analysis processing, while defining future visions and goals, creating smart solutions and using modern technology such as artificial intelligence and others to improve the overall standard of living of a customer as a main component in the service development process.

Al Hammadi added that the most prominent ground-breaking solutions that demonstrate the Authority's readiness for the future includes the launch of the digital platform – a delegated platform especially designed for pensioners and beneficiaries and an electronic portal for employers and insured individuals, as well as a smart application; in addition to other pivotal systems that have been developed internally and are related to managing operational processes within the UAE’s Pension Authority, the most important of which includes the Intellipen system.

Head of Customer Happiness Department, Sharifa Mohamed Alblooshi, touched on transforming the role of employees working in the insurance sector towards digital transformation and providing services centred around the requirements of members of the public, while providing services that depend on investing in new digital tools such as proactive services, artificial intelligence and others.

“We will work towards transforming the role of employees from providers of services to engineers, developers and makers of opportunities that create customer happiness. They will be able to conduct proactive financial planning for the post-retirement period through reliable data that will be available to users in the new pension platform.”

News Source: Emirates News Agency