“Pensions” announces the zeroing of 8 main services to facilitate the customer experience and speed up procedures

Today, the General Pensions and Social Security Authority announced the zeroing of eight main services for customers, which has led to a massive reduction in paper requirements, processing times, and procedural complexities. This trend came within the framework of the “Zeroing Government Bureaucracy” program launched by the UAE government, which guarantees citizens and employers the ability to manage pension and social insurance affairs with unprecedented ease and speed.
The eight services that underwent the simplification process are among the most used and influential on customers, as the Authority was keen in this procedure to overcome traditional administrative obstacles, and re-engineered these services, giving priority to digital integration and proactive data exchange, and eliminated unnecessary steps, with the aim of providing a smooth and effective experience that directly benefits the public, which reflects the UAE’s commitment to providing world-class government services.
The Executive Director of the Pensions Sector and head of the Authority’s bureaucracy zeroing team, Hind Al Suwaidi, confirmed that zeroing services and operations comes within the Authority’s efforts to redesign and integrate government procedures to facilitate the customer’s journey, allowing him to obtain the service easily, quickly and efficiently. Explaining that this qualitative approach is in line with the principles of zeroing out government bureaucracy and the state’s trends to reduce requirements and procedures, with the aim of providing a comfortable experience to the customer with the least possible effort.
Al Suwaidi explained that digital transformation and smart connectivity with government agencies helped the authority to integrate similar procedures, and enabled it to exchange data proactively, relying on saved files without requesting them again, canceling unnecessary procedures, and simplifying current requirements to reduce the time required to complete services.
The list of services included in the transformation includes:
Subscription payment procedure
Through its new procedures, the Authority has provided customers with the opportunity to benefit from the qualitative services provided by the “Maashi” platform, as it will now fully automate data collection and calculation of subscriptions, and automatically issue invoices based on previously stored employee data. The platform also enables employers to pay contributions without any manual intervention, with fewer errors, and with proactive notifications, which saves significant time and reduces the risk of delays and fines, in addition to simplifying safe and unified access to keeping financial records.
Employer registration service
In order to facilitate the process of recruiting new employees, automatic notifications will now be sent to employers when a new citizen joins, including registration data ready for review and approval. The required documents have been reduced from 7 to only 1, and personal visits from 2 to 1. Accordingly, employers will experience a huge reduction in application time from 64.56 hours to 24.36 hours, and completion time from 104.56 hours to 40.36 hours.
Insured registration service
The new transformation contributed to facilitating the mechanism for receiving employee data, which is now done automatically by the federal human resources authorities, as the employer will receive an automatic notification for review and approval, with one document being sufficient: the medical fitness certificate, as the application time was significantly shortened from 10.23 hours to 2.1 hours, and the completion time from 50.23 hours to 18.1 hours, which ensures the registration of new employees quickly and efficiently.
Insurance benefits disbursement service (civil)
Representing a qualitative shift in the level of services, the Authority worked to cancel all mandatory and optional documents related to the disbursement of insurance benefits (civil), where (previously 2 were mandatory, 9 were optional). All visits were also canceled, and the application time was reduced from 1.05 hours to only 12 minutes, as the system will calculate the benefits proactively and generate initial termination requests for the employer’s review, eliminating the need for manual forms, signatures, and document collection.
Receivable registration service
In order to contribute to simplifying the process of registering the beneficiary, especially for widows (the most frequent category), the Authority reduced the mandatory documents from 6 to 2, and reduced visits from 3 to 1. The service completion time was also reduced to approximately half, from 19.2 hours to 9.2 working hours, which makes this complex process simpler in difficult times.
Insurance benefits disbursement service (military)
As part of the Authority’s keenness to simplify vital support for military personnel, the documents required to disburse insurance benefits (military) were reduced from 7 to 5, and personal visits were completely canceled (from 1 to 0). Reducing the submission time from 20 to 16 hours, and the completion time from 100 to 80 hours.
Certificate issuance service for whom it may concern
In order to provide immediate access to the basic documents related to a certificate for those interested, the documents required from the “Maashi” platform have been canceled after they required submitting a single application, and the number of fields required to be filled out has been reduced from 7 to 2, as users can now issue certificates in just 5 minutes, instead of 2 hours.
Pension entitlement update service
The Authority worked to employ smart integration with various entities, as the pension entitlement update service became proactive, and the documents required from the retiree and visits were cancelled, and the application submission time was reduced from 2.2 hours to 10 minutes, and the completion time from 10 working days to 5 working days, which ensures smooth and timely updates.
The Authority confirmed that these developments were a direct result of strategic government partnerships and digital transformation initiatives on the “Maashi” platform, as it will remain committed to continuous innovation, to ensure the provision of easy, smart and proactive services, in line with the changing needs and expectations of its customers.