Abu Dhabi Pension Fund (ADPF) once again leads the list of government service providers in the emirate, after ranking 1st on the performance index for case management in the Abu Dhabi CRM System. The fund received over 15,000 cases and transactions annually through the Abu Dhabi Contact Center, making it among the most accomplished and committed government entities in Abu Dhabi.
The fund achieved advanced performance indicators in six categories:
- Acceptance indicators
- Classification index
- Indicator of adherence to the time frame for closing cases
- Answer accuracy indicator
- Percentage of pending cases indicator
- Customer satisfaction index
Effortless services
The Abu Dhabi Pension Fund’s top ranking for the 4th consecutive year relies on the performance indicators of the Abu Dhabi government services unified platform TAMM. With TAMM, the government aims to support joint government work and implement the directives of the leadership to provide government services to users, according to the latest global practices. Moreover, it seeks to improve customer experience when obtaining government services effortlessly.
“The fund’s leading position in the channels of the Abu Dhabi Government Contact Center reflects the professionalism of the customer support team in handling client inquiries and feedback in a timely and accurate manner. The fund relies on high and approved internal indicators to ensure service quality,” stated Khalaf Abdulla Rahma Al Hammadi, director-general of pension affairs at ADPF.
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Enhance client experiences
Al Hammadi added that the Abu Dhabi Pension Fund aims to enhance the client experience in obtaining pension services. It sets clear indicators that ensure accuracy and speed in handling customers’ cases to increase their satisfaction. Moreover, he confirmed the fund’s ongoing efforts to improve services provided to clients of various categories.
The pension fund provides services to clients through several channels, most notably the Abu Dhabi Contact Center to enhance joint government work efforts. Additionally, it offers digital services to civilian and military pensioners and active members via TAMM. The fund also provides 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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