Intelligent CIO Middle East Issue 87 | Page 61

CASE STUDY
Through this platform , employers can obtain a full summary of their employee ’ s data , some of which includes monthly contributions , due amounts and applicable penalties or deductions if there are any . This facilitates the procedures related to paying contributions and settling dues , while providing access to transaction details such as receipts , payment methods and service status , by which users will receive notifications .
Enhancing customer satisfaction
The projects reflect the GPSSA ’ s dedication to providing user-friendly access to its services , thereby enhancing customer satisfaction .
Its interactive platform allows users to enter a virtual session and undergo a live chat discussion with a customer happiness agent at the GPSSA Metaverse Customer Happiness Virtual Centre , where they will be able to take part in requesting a service within Virtual Reality , enjoying real-time service in the Metaverse .
We asked Mohammed Al Khayat , Executive Director of Digital IT at GPSSA , further questions to find out more .
Why is it so important for the GPSSA to adopt the latest technology ?
Technology is rapidly transforming the way we manage , deliver and operate our services . As per the UAE Digital Government Strategy 2025 it is extremely important that our customers engage with their pension plans through a world-class integrated , easy and fast digital infrastructure , one that offers increased accessibility of pension services and is designed and updated based on user needs .
How has the latest technology helped the GPSSA achieve a leap in managing IT operations efficiently ?
In the past , GPSSA analysed and reported the performance of its operations in Excel spreadsheets , which were frequently customised by business controllers and accounting staff . The process was time-consuming and cumbersome due to the limited drill-down possibilities in Excel . With an enterprise performance management software in place , planning , budgeting and forecasting across finance , sales , human resources , procurement and other departments has become streamlined .
It is now possible to integrate financial planning and analysis with operational plans and reporting to optimise processes , boost data quality and slash planning cycles .
By streamlining the processes of planning , budgeting and reporting , the financial controllers at the GPSSA can now prepare their monthly reports faster and with less effort than before . As a result , more time can be spent on analysis and high-value work .
Can you explain how the GPSSA is providing innovative services using Metaverse technology ?
GPSSA continuously looks into providing innovative user-friendly access to its stakeholders , thereby enhancing customer satisfaction . During GITEX 2022 , visitors were able to take part in requesting a service within Virtual Reality using the Metaverse technology . They managed to experience a real-time virtual customer-centric experience .
We will continue to seek cutting edge technology that engages all types of age groups in order to communicate latest updates as per the UAE pension law and ensure information is continuously prevalent among insured individuals , pensioners and beneficiaries alike .
Can you describe the benefits offered by the interactive dashboard created by the GPSSA ? How does this help users ?
The interactive dashboard provides a detailed customer database , which supports in managing the operations of pension services while providing customers with detailed data such as age , profession and social status , among others , thus encouraging transparency and earning a customer ’ s trust , while providing them with information that will help engage them in a sustainable and secure pension system .

GPSSA CONTINUOUSLY LOOKS INTO PROVIDING

INNOVATIVE USER- FRIENDLY ACCESS TO ITS STAKEHOLDERS , THEREBY

ENHANCING CUSTOMER SATISFACTION .

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