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: Survey to measure the level of employer awareness regarding the rules and provisions around registration and contributions for an insured
Introduction: As part of GPSSA's framework and keenness to monitor the level of employer awareness regarding the rules and provisions for an insured's contributions, we are pleased to invite you to participate in this short survey
Objective: Monitor an employer's awareness regarding the rules and provisions to participate in the law
Expected decision: Discuss ways to enhance an employers' awareness regarding the rules and provisions of participation in the law based on the results of this questionnaire
Survey date: 1st Quarter 2024
Conclusion: Attached
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Questionnaire analysis |
Recommendations |
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• It appears from the questionnaire that a number of employers continue to face difficulties when obtaining data on registered insured individuals, in addition to paying employee contributions, which requires a solution in order to ensure the quality of the entire process is elevated.
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Launching a platform that contributes to improving the electronic system and facilitating the registration and payment methods for employers.
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Survey 2: Survey on measuring the level of awareness regarding pension law based on content published to the media
Introduction: As part of GPSSA's keenness to monitor the awareness of target groups who are subject to the provisions of pension law, we are pleased to invite you to participate in this survey
Objective: Monitor the level of awareness of target groups regarding the law
Expected Decision: Highlight aspects of the laws that require more effort and awareness
Survey date: 1st Quarter 2024
Conclusion: Attached
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Questionnaire analysis |
Recommendations |
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• The questionnaire shows that the participating groups expressed the importance of enhancing communication channels between the GPSSA and members of the public to ensure their requirements and needs are better met.
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Expanding the scope of call center employees to ensure service is provided to a larger number of customers, which will enhance communication between the GPSSA and its customers |
Survey 3: Public opinion poll on open data
Introduction: The General Pension and Social Security Authority provides operational data to members of the public in a quest to create transparency, commitment and honesty amongst its customers, while enhancing their knowledge regarding GPSSA's exact role, scope of work, and performance
Objective: Identify the open data that the customer wishes to view
Expected Decision: Achieve compatibility between publicly published data and customer aspiration
Survey date: 2th Quarter 204
Conclusion: Attached
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Questionnaire analysis |
Recommendations |
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• The questionnaire shows that the participating groups stressed on the importance of speeding up procedures and reducing the time required to complete transactions.
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Combined efforts are required from relevant teams at the GPSSA with the aim of reducing procedures in some electronic services in accordance with the Zero Government Bureaucracy Program
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Survey 4: GPSSA's Survey on Participating in Zero Bureaucracy in Government
Introduction: Survey on Participating in Zero Bureaucracy in Government
Objective: To improve and simplify procedures for the services provided by the General Pension and Social Security Authority (GPSSA)
Expected Decision: Enhancing customer experience, developing and improving services
Survey date: 3rd Quarter 2024
Conclusion: Attached
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Questionnaire analysis |
Recommendations |
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• It appears from the questionnaire that the participating groups requested the possibility of issuing a ‘To Whom it May Concern’ certificate electronically in order to access the document at anytime.
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Working on launching a proactive service to send the ‘To Whom it May Concern’ certificate on monthly basis to all pensioners and beneficiaries via email, without the need to submit a request. This correlates with enhancing proactive services for customers.
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