The fund received over 15,000 cases and transactions each year through the Abu Dhabi Contact Centre
The Abu Dhabi Pension Fund (ADPF) once again tops the list of government service providers in the Emirates, as it ranks first in the Abu Dhabi CRM System case management performance index. The Fund handled over 15,000 cases and transactions annually through the Abu Dhabi Contact Centre, making it among the most accomplished and dedicated government entities in Abu Dhabi.
The fund achieved advanced performance indicators in six categories:
- Acceptance indicators
- Classification index
- Indicator of compliance with the deadline for closing cases
- Response accuracy indicator
- Indicator of the percentage of pending cases
- Customer satisfaction index
Effortless services
The top ranking of the Abu Dhabi Pension Fund for the fourth year in a row is based on the performance indicators of the unified service platform of the Abu Dhabi government TAMM. With TAMM, the government aims to support joint government work and implement leadership directives for providing government services to users, according to the latest global practices. Moreover, it seeks to improve the customer experience when getting government services effortlessly.
“The fund’s leading position in the Abu Dhabi Government Contact Center channels reflects the professionalism of the customer support team in handling customer requests and feedback in a timely and accurate manner. The fund relies on high internal indicators and approved to ensure the quality of service”, said Khalaf Abdulla Rahma Al Hammadi, director general of pension affairs at ADPF.
Read: Abu Dhabi ranked world’s safest city, tops GCC in quality of life index
Improve customer experiences
Al Hammadi added that the Abu Dhabi Pension Fund aims to enhance the customer experience in receiving pension services. It defines clear indicators that ensure accuracy and speed in handling customer cases to increase their satisfaction. Also, he confirmed the ongoing efforts of the fund to improve the services offered to clients of different categories.
The pension fund provides services to clients through several channels, most notably from the Contact Center in Abu Dhabi to enhance joint government work efforts. Additionally, it provides digital services to civilian and military retirees and active duty members through TAMM. The fund also offers services to entities and self-employed individuals through the fund’s official website, as well as through the fund’s official social media accounts.
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