Connecting with our customers is the only real way to measure their satisfaction. One of the most common methods of measuring customer satisfaction is through surveys. Respondents record their feedback via multiple-choice, rating and open-ended questions.

Surveys have played a major role in extracting timely information and public opinion on some of GPSSA’s services. In parallel, it offers an opportunity for members of the public to engage and learn more about the UAE’s Pension and Social Security Law.

The results gathered are a major enabler towards continuous development, since they not only serve GPSSA’s purpose in including users in its decision-making process, they also enhance public participation and awareness. 


Survey Results

Here are examples of surveys that have helped shape some of GPSSA’s decisions:


  • Survey 1: Quality of GPSSA Electronic Services

This survey measures the quality of GPSSA's electronic services based on responses received by employers, insured individuals and beneficiaries. 


Introduction:

Electronic services provide a two-way communication process for both the UAE's pension authority and members of the public, which is why it is important to gain feedback on the quality of services and all that surrounds it.

Objectives:

To measure the efficiency, effectiveness, quality and time spent on GPSSA's electronic services.

Expected Results

Monitor, pinpoint and record feedback and suggestions received by users from different age groups and sectors in order to develop areas that require further progress.

Survey Date:

Second quarter of 2021.

Conclusion:

Results show that the highest participating responses were received from employers, followed by insured and then beneficiaries. The majority of respondents have a university and post-graduate degree, and most responses regarding GPSSA's services were in the medium scale, which indicates that it is of paramount importance to continue upgrading and improving GPSSA's electronic services and standards.


Survey results

- Results: It appears from the results that the target group is the highest participating and has focused, along with the mentioned comments and suggestions, on the importance of making improvements to GPSSA e-services to improve their quality in a manner that reduces the waste of time and effort. Therefore, it is important to make improvements to e-services or develop new systems that contribute to enhancing the quality of these services and providing them with appropriate standards for government services.




  • Survey 2: Access GPSSA services through the UAE PASS


Introduction: 

The UAE government introduced the UAE Pass app to integrate electronic services and sign documents digitally with a high level of security. GPSSA provides its users with the option to access the completion of services through the UAE Pass.

Objectives:

Determine the preferred login method for customers to complete GPSSA's electronic services.

Expected Results: 

Upgrade the registration and login service process according to the survey results.

Survey Date:

Third quarter of 2021.

Conclusion:

Employers are the largest segment of participants in this survey, which shows that they are the ones who use the registration feature the most via their entities business account.

There needs to be various registration options for all users alike, for both business account users or for individual users. The results in this survey show that more needs to be done to promote awareness regarding the importance of digital identity usage amongst individual users.

eParticipation Results





  • Survey 3: The importance of sharing open data

Introduction:

Open data has proven to promote economic growth in a country known for its business-oriented efficiency and growth, such as the UAE.

Objectives:

This survey measures the importance of publishing open data to enhance transparency frameworks and efficiency at GPSSA.

Expected Results: 

Support the government and entities operating in the UAE to make decisive decisions towards policies, regulations and development, while enhancing internal capabilities that cater to the diverse needs of society.

Survey Date:

Third quarter of 2021.

Conclusion:

Sharing data demonstrates rigor and transparency, while access to data accelerates progress. The results in this survey reflect the value of open data, which should be shared and communicated through various platforms and publications, and not solely through GPSSA's website, which can be also be useful when collecting and curating data for research purposes. 


eParticipation Results



  • Survey 4: Update data for senior retirees, widows, and unmarried women

Introduction:

This survey was sent to update data for senior retirees, widows and unmarried women while examining their level of awareness regarding GPSSA's services.

Objectives:

To determine the extent by which these groups are familiar with GPSSA's services and how to make use out of those services while taking proactive strides towards collaborating with those individuals.

Expected Results: 

GPSSA's goal is to ensure its customers live comfortably and happily, especially after retiring, losing a spouse or choosing to remain single, which is why it is important that senior retirees, widows and unmarried women are not burdened in any way, especially when updating their data or trying to access a particular service.

Survey Date:

Third quarter of 2021.

Conclusion

According to the response numbers and types, the least participating candidates taking part in this survey were senior retirees, widows and unmarried women, which indicates that GPSSA must continue to promote its services through all types of communication channels in order to reach out to all various types of users equally.


eParticipation Results