Established to serve retired military officials of the UAE Armed Forces, General Directorate of Abu Dhabi Police, General Directorate of Residence and Foreign Affairs - Abu Dhabi (GDRFA), Abu Dhabi Civil Defence Department, the Military Pension Division at the Department of Finance (DoF) – Abu Dhabi offers services to retired officials and their families across the UAE via offices in Abu Dhabi, Al Ain and Sharjah, as well as through Armed Forces centres in Al Ain, Fujairah, Ras Al Khaimah and Abu Dhabi.

DoF is committed to offering the best quality services to retired military officials through an ongoing improvement and development strategy to meet the retirees’ needs and aspirations, which has facilitated the move to provide military retirement services electronically.

HE Hamad Mohammed Al Hurr Al Suwaidi, Chairman of DoF- Abu Dhabi explained that the services offered at the Military Pension Division are provided in response to the retirees’ many years of serving the nation and protecting the country’s territorial integrity. HE also stressed the Department’s commitment to offer services which positively impact the lives of retired military officers, as well as their family members, across several emirates in the UAE.

The directives of HH Sheikh Khalifa bin Zayed Al Nahyan, President of the UAE and Ruler of Abu Dhabi, and the instructions of HH General Sheikh Mohammed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi, Deputy Supreme Commander of the UAE Armed Forces and Chairman of the Abu Dhabi Executive Council, encourage DoF to explore new possibilities and solutions to develop the division’s services in order to provide comprehensive care for retired military officials and offer them a decent living after the end of their tenure.

HE Hamad Al Hurr Al Suwaidi added that DoF places high priority on military retirement services, and is committed to implementing a solid development plan in accordance with best international standards and practices, in order to ensure that the division meets all requirements. HE also commented on the Department’s commitment to continue providing e-services of the highest standards, to respond to retired officials’ needs and enquiries quickly and efficiently. This helps in achieving greater prosperity for the people of the UAE.

HE Abdulla Ali Musleh Al Ahbabi, Acting Undersecretary of DoF, discussed the Department’s obligation to work in accordance with its overall strategic plan, which ensures that the Military Retirement Division offers excellent services to its beneficiaries through  detailed audits of retirement salaries, their breakdown and any amendments, an annual entitlement assessment for retired officials and beneficiaries, as well as the collection of updated family information in collaboration with the relevant authorities.

HE also highlighted the Division’s commitment to develop its administrative e-systems, to enhance the quality of services offered to retirees and strengthen the communication processes used to familiarise retired officials with their rights and obligations. HE also stressed the importance of the role played by the Division in updating the files and records for the salary payment process to military retirees, which ensures that the allocated funds are transferred on time.

Since 2013, DoF has implemented a range of projects to develop the Military Pension Division, including automating the data processes for military retirees and their beneficiaries through an e-system which registers the retirees’ information and monitors for any changes that may arise in the future. The system also informs military retirees about these changes through a call centre (800 888), where specialised employees provide support to customers over the phone, to ensure that they remain informed of any developments related to their pensions.

Military retirees and those entitled to a pension also receive a text message via mobile phone when any financial transaction is conducted and a pension certificate is created, or when a new military pension division branch is launched. DoF has also introduced an IVR system for the Military Pension Division, to provide quick and accurate responses to enquiries from retired military personnel.

Over the past year, DoF has also developed and implemented a new e-system for the disbursement of the retired military officials’ pensions. The new system compiles the personal data of retired military officials and the beneficiaries of the pension, as well as the details of their allocated funds. This system eases the process of creating statements related to any retired official or to those entitled to the pension, as it only takes a few seconds.

The e-system also contributed to the department’s ability to accelerate the process of transferring pensions to the retired military officials. It is now possible to complete the process in 24 hours, compared to the three to seven days required previously. Following DoF’s initiative to switch to smart systems, which is a top priority for senior management, a specialised application (DoF AUH) was launched in the military pension division to offer services via smart phones. The advantage of this application is its ability to keep military retirees up-to-date with the details of their monthly pension transfer to the bank, and to enable them to obtain a pension certificate which provides information including allowances, discounts and the name of the bank to which the money is paid to.

During an interview, the retired Major General HE Mohamed Ibrahim Ahmed al-Tamimi expressed his appreciation for the remarkable evolution of the service and constant direct communication with retired military officials and their families, along with the kind hospitality of customer service staff at the various centres.

Commenting on the improved services provided by the division, Dari Saud Ghareeb Al Outayba, a military retired candidate, expressed his sincere gratitude for the services provided to him. He said: “I started my military pension in 1988. After my many years of serving the UAE, I now feel honoured and appreciated in every step I take in life. The division’s services have been significantly developed with the introduction of e-services in branches across the UAE.”

“The services that the division provides are outstanding”, explained Ibrahim Ali Abdullah Al Hamad. “During the past two years, the customer service network has been expanded to cover several emirates in the country such as Al Ain, Sharjah and other locations.” Ibrahim also highlighted the ongoing positive relationship between the Military Pension Division and its customers through various communication channels.

HE retired General Abdul Rahman Ibrahim Hassan bin Abdul Aziz expressed his sincere appreciation to those in charge of military retirement services, saying: “We served our country for years without expecting anything in return and we thank Allah that our nation cares about us. I would like to express my gratitude for those responsible in providing these services at the Department of Finance.”

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