“Annuities” reduces the time to complete its main services and redefines the customer experience

In a strategic step that reflects its commitment to improving the customer journey, the General Authority for Pensions and Social Security announced the shortening of procedures and the removal of administrative burdens from three of its most widely used services through the “Maashi” digital platform, which include registering the employer, registering the insured, and disbursing insurance benefits, replacing the lengthy procedures with a smooth digital experience.

This radical transformation is not limited to reducing the steps, but rather changes the role of the customer from the creator of the request to the reviewer and approver, which removes the mental and administrative burden, in line with the objectives of the “Zero Government Bureaucracy” program and the principles of the “Emirates Promise for Future Services”, which reflects the authority’s commitment.
By providing faster and easier digital services, reducing time and effort for customers, and supporting the transformation towards an integrated government services environment, provided that work continues to eliminate bureaucracy in more services during the next stage.

This trend aims to reduce steps and eliminate the submission of unnecessary applications, documents and visits, by transforming services into proactive and integrated digital paths from start to finish.

The Authority based its efforts on a comprehensive methodology that began with analyzing “Voice of the Customer” reports and reviewing customers’ journeys. It also relied on the outcomes of customer councils and focus sessions with employers. In cooperation with strategic partners, the Authority has succeeded in building unified and shared digital packages, which enhances operational efficiency, integration and accuracy of data, and enables it to provide government services that are easy, efficient and human-centred.

Hind Al Suwaidi, Executive Director of the Pensions Sector, said: “By shortening the procedures, the Authority aims to eliminate unnecessary steps while adhering to governance and transparency standards, enhancing flexibility and efficiency in providing services, and raising the level of customer satisfaction, in line with national visions and programs aimed at zeroing out government bureaucracy. So that in the future, the employer will not be forced to create new applications, but rather his role will be limited to automatically reviewing and approving the incoming data. Our goal is to provide services that customers can rely on for their speed.” and accuracy, with clear time frames for completion.”
The services provided include all government agencies affiliated with the Federal Authority for Human Resources, private sector companies registered with the Ministry of Human Resources and Emiratisation, and all citizens working in accordance with their systems.

Most notable changes in services

Employer registration

The number of required documents was reduced from 6 to 3, and an automatic notification was activated to the employer when a new citizen joins it, which includes ready-made registration data for the employer’s representative to review and add any supplementary information. Then the application is approved, and the entire transaction is completed in less than a day. The employer registration service is the first and most important step, as the registration of the insured cannot be completed before registering his employer with the Authority.

Registration of the insured
Previously, the employer had to manually fill out and download the beginning of service form and attachments for each new employee, but now the employee’s data is automatically received from the Federal Authority for Human Resources or the Ministry of Human Resources and Emiratisation, and the employer receives an automatic notification for review and approval, with only one document added so that registration is completed in less than one working day.

Disbursement of insurance benefits
Previously, the disbursement process required multiple documents and approvals, and long periods of auditing and verifying the collection of contributions and calculating dues, and now all visits and documents have been cancelled. The Authority receives the data electronically, and the system calculates the dues proactively, and a notification is sent to the employer for review and approval digitally only, which ensures that the dues are disbursed with unprecedented speed and accuracy.

The Authority confirmed that the zeroing process continues as an established work method, as it will continue during the coming period to expand the scope of the initiative to include more services and enhance integration with strategic partners to achieve a smoother and more connected customer experience.