Abu Dhabi Pension Fund (ADPF) has won three Excellence Awards from the International Social Security Association (ISSA) as part of the Best Practices in Social Security awards programme. These accolades recognise the fund’s pioneering initiatives in pension service quality and digital transformation. The awards were announced during the ISSA Regional Social Security Forum for Asia and the Pacific, held in Riyadh, Saudi Arabia, with representatives from more than 30 countries participating.
The fund received three awards with special commendation for its initiatives in developing a data quality and governance framework, the smart registration and subscription system, and the Virtual Complaint initiative aimed at preempting complaints before they arise. The fund also garnered seven certificates of excellence and recognition for innovative projects, including digital services on the WhatsApp platform, the direct debit system, inspection and compliance processes, quality monitoring, the integrated institutional transformation model, and the proactive To Whom It May Concern certificate service.
The fund has successfully completed the evaluation process of the International Social Security Association (ISSA) Recognition programme for both Guidelines on Contribution Collection and Compliance, as well as the ISSA Guidelines on Communication by Social Security Administrations. This evaluation is conducted by specialised experts to assess the extent to which social security entities adhere to the guidelines issued by the ISSA. This achievement reflects the fund's commitment to applying the highest global standards in managing and delivering social security services to customers.
During its participation in the forum's sessions, the fund highlighted its key initiatives to improve social security services, emphasising the importance of modern technology in enhancing institutional systems.
His Excellency Khalaf Abdullah Rahma Al Hammadi, Director General of Pension Affairs at the fund, emphasised in a keynote session titled Resilience and transitions: Optimizing the positive impact of social security, the importance of developing more flexible social security systems to address crises and promote sustainability. His Excellency added that the role of long-term strategies in addressing climate change and achieving institutional sustainability.
Waleed Al Dhuhoori, Director of the Information Technology Division at ADPF, presented an overview of the integrated technology ecosystem linking institutional processes and technical systems, highlighting the role of advanced technological solutions in improving institutional efficiency and delivering high-quality services to stakeholders.
Hind Al Marzooqi from the Customer Happiness Sector shared the fund's experience in utilising technology and artificial intelligence to enhance pension services, emphasising the importance of innovation in improving customer experience and satisfaction.
