Quality pension service delivery in Asia and the Pacific

12/05/2025 04:44 PM


As the population ages rapidly, the demand for efficient and accessible pension services is increasing. Social security institutions are striving to meet the diverse needs of retirees and this article explores innovative approaches and good practices in pension service delivery across Asia and the Pacific.

As the population ages rapidly, the demand for efficient and accessible pension services is increasing. Social security institutions are striving to meet the diverse needs of retirees and this article explores innovative approaches and good practices in pension service delivery across Asia and the Pacific. 
 
With rising life expectancy and declining birth rates, the proportion of older people is expanding rapidly. In 2021, one in ten people worldwide was aged 65 or older, and this demographic group is projected to increase to one in six by 2050 (UN DESA, 2023). This shift places significant demands on pension systems and services for retirees, as governments and social security institutions must adapt to meet the evolving needs of a growing elderly population. To address the challenges posed by global ageing, social security services for retirees must become more efficient, accessible and equitable than ever before. Traditionally focused on workers and insured individuals, this article emphasizes the crucial need to enhance social security services specifically for retirees, supporting their dignity, inclusion and overall well-being.
 
Providing high quality services to retirees is vital. Services need to be designed with their unique challenges, notably increasing mobility limitations and difficulties to use digital tools, in mind. Digital solutions are increasingly recognized by institutions as essential tools for efficient service delivery (ISSA, 2022a). However, to ensure seamless access to older persons who may be less accustomed to digital interfaces—a balanced approach that integrates both online and offline modalities is critical. Language barriers also present challenges to equitable access, prompting a growing number of institutions to leverage technology to provide multilingual service options. Social security administrations must adopt flexible, multichannel strategies to meet diverse needs and ensure truly inclusive service delivery.
 
The ISSA Guidelines on Service Quality emphasize the importance of delivering timely, appropriate services to the right beneficiaries through accessible, user-friendly channels, while highlighting the need to listen to the voices of participants within the service quality framework (ISSA, 2019). Social security institutions in Asia and the Pacific are leveraging these Guidelines to enhance services for retirees with diverse needs. Figure 1 summarizes recommendations in the Guidelines’ Part B, which focuses on approaches to consider the Voice of the Participant, and how they can be applied in the context of services to retirees.
 
Figure 1. Service quality model in the ISSA Guidelines on Service Quality
Graph for figure 1 Guidelines’ Part B. Voice of the participant: Application in the context of services to retirees
Guideline 5.
Understanding users’ needs and expectations. Retirees face specific challenges, such as mobility limitations and a lack of digital literacy.
Guideline 6.
Designing the client journeys Analyze and evaluate retiree’s experiences of life events, common crucial moments or stages in the lives of users
Guideline 7.
Establishing the service outcomes Adopting user-friendly applications and multilingual platforms.
Guideline 8.
Establishing quality goals Establish specific customer satisfaction targets and measure them through application survey features. Monitor access of digital tools by retirees.
Experiences from Asia and the Pacific
In the Asia-Pacific region, there is a quickly growing adoption of digital technologies and applications providing multiple functions (e.g. social networking, welfare services, online surveys, chat support, etc.) to improve the efficiency and accessibility of services for older people. At the same time, many institutions are equipped with multichannel contact points to meet their needs. Initiatives are increasingly focused on creating adaptable service environments that ensure seniors have seamless access to social security benefits.
 
Employees’ Provident Fund Organisation, India
The Prayaas initiative, launched by India's Employees’ Provident Fund Organisation (EPFO), aims to issue pension payment orders (PPOs) to retiring employees on their final working day. Many low-income private-sector workers were unaware of their pension rights and often failed to apply for benefits (Employees’Provident Fund Organisation, 2024). This lack of awareness left them and their families vulnerable in post-retirement, especially in cases where an employee passes away without initiating a pension claim. To counter this, EPFO identifies retiring employees six months in advance, helps them file claims, and ensures applications are processed promptly. As a specific approach, EPFO collaborates with regional offices and employers to create a list of upcoming retirees, supports them through the application process, promotes online submission, and accelerates processing.
 
Since its launch in June 2020, the initiative has issued over 20,000 PPOs. In the 2023/24 fiscal year, 8,944 PPOs were issued, with over 600 processed monthly. While employers are encouraged to assist workers in applying before retirement, their willingness to allocate resources poses a challenge. Data quality, which depends on accurate employer records, is another potential risk. However, the initiative has been well-received, with retirees expressing satisfaction at receiving their PPOs promptly.
 
National Social Security Administering Body for Employment, Indonesia
The Jamsostek Mobile (JMO) application, developed by the National Social Security Administering Body for Employment (BPJS Ketenagakerjaan), was introduced to help retirees access their social security benefits efficiently and without delay, mitigating challenges commonly encountered. Before the app's implementation, branch offices faced significant inefficiencies, with an average of 13,757 daily visits by customers in 2019, leading to long wait times and considerable customer dissatisfaction, which was exacerbated by the COVID-19 pandemic (National Social Security Administering Body for Employment, 2024). In response, BPJS Ketenagakerjaan launched JMO to enable participants to access services digitally, reducing the necessity of in-person visits. This digital solution has streamlined the claim submission processes, especially for old-age benefits, simplifying procedures and significantly decreasing waiting times.
 
The JMO application aligns with ISSA guidelines on e-service implementation and application management, underscoring a commitment to enhancing service efficiency, capacity, and customer experience (ISSA, 2022b). Notably, it has reduced the processing time for old-age benefit claims from 1–3 days to approximately 15 minutes, a substantial improvement. Furthermore, the application actively promotes digital literacy and enhances customer awareness of social security programmes. By 2023, JMO had 14.2 million active users and aimed to reach 19.9 million by the end of 2024. Currently, the app processes over 54 per cent of claims, aiming to achieve a 95 per cent processing rate in the near future. Since its launch, JMO has led to a marked reduction in physical office visits by 82.2 per cent in Jakarta alone.
 
Civil Servants Pension Fund, Islamic Republic of Iran
The Saba application, developed by the Civil Servants Pension Fund (CSPF), aims to improve service delivery for retirees through an integrated digital platform. Launched in 2015, the app helps retirees overcome challenges such as travel constraints and limited access to personal computers. With over 800,000 installations, the Saba app has significantly improved user satisfaction by providing a centralized, user-friendly platform for accessing various services (Civil Servants Pension Fund, 2024).
 
The app offers features like social networking, welfare services, online surveys, and chat support, all designed to meet the needs of elderly users. Its success is driven by ease of access, two-way interaction with stakeholders, and effective information distribution. While CSPF highlights the challenges of ensuring user-friendliness, addressing system communication issues, and time-consuming updates, the app constitutes a valuable tool for enhancing service delivery to retirees.
 
National Pension Service, Republic of Korea
The National Pension Service (NPS) has implemented an innovative solution using artificial intelligence (AI) to improve accessibility and service quality for retirees and foreign workers. Since older adults tend to prefer in-person consultations, it was essential to combine both digital and in-person services. Additionally, with a significant number of foreign workers in the Republic of Korea, language barriers hindered their access to services (National Pension Service, 2024). To address this, NPS introduced AI-based counselling services with a humanlike appearance, capable of real-time interpretation in ten languages, including English, Chinese and Vietnamese, making pension services more accessible. Named “AI KIOSK” these were installed at customer centres, offering real-time assistance and counselling.
 
The initiative aims to provide seamless, multilingual pension services, complementing in-person consultations. By 2025, NPS plans to offer native-language services to 80 per cent of foreign contributors and maintain a 90 per cent satisfaction rate for AI KIOSK users. It’s important to highlight that individuals in their 50s and 60s are the primary group needing NPS counselling.
 
Using AI-based tools, NPS also internally produces promotional videos and educational content with digitally-generated speakers, saving both time and resources. In 2024, NPS saved around KRW 63 million on content creation and expects to save KRW 200 million by the end of 2025. This AI-driven innovation improves accessibility, promotes multicultural inclusion, and modernizes pension services for all citizens, regardless of age, language or culture.
 
Retirement Fund Incorporated, Malaysia
In 2017, the Retirement Fund Incorporated (KWAP) launched the MyPesara mobile application to enhance the retirement experience for pensioners and future retirees, aligning with the ISSA Guidelines on Service Quality and promoting digital transformation. The app offers features related to pension benefits, financial planning, health tips, senior rehiring opportunities and social wellness. It also extends services to non-pensioners, including future retirees and caretakers (Retirement Fund Incorporated, 2024).
 
Since its launch, MyPesara has reached nearly 400,000 downloads and earned a high satisfaction rating of 4.56 out of 5 stars. It reduces the need for physical visits by allowing users to book appointments, update contact information, and access a digital retirement card for healthcare and transportation services. The app also collaborates with organizations like Grab and Hire Seniors to provide job opportunities for pensioners.
 
During the COVID-19 pandemic, MyPesara provided crucial health updates, safety tips and discounts on essential services. KWAP’s online engagement through webinars further increased app adoption, with over 75,000 views between 2020 and 2022.
 
Ministry of Manpower, Singapore
In response to the challenges of an ageing population, the Central Provident Fund Board (CPFB) launched the "Phy-gital@CPF" service centres to provide a seamless, inclusive experience, particularly for members aged 55 and above. This initiative blends physical and digital services to meet diverse needs. Digital features like online appointment booking, self-registration kiosks, and virtual queues improve efficiency, while CPF ambassadors and digital tutorials assist those less familiar with the technology (Ministry of Manpower, 2024).
 
The service centres offer accessible features such as height-adjustable kiosks, facial biometric authentication, and multilingual videos. Members who cannot visit in person can access CPF services via video conferencing through ServiceSG Centers. To enhance digital literacy, the centres include the“E-Xperience Space”, which provides multilingual workshops and one-on-one digital sessions in collaboration with the Infocomm Media Development Authority (IMDA).
 
CPFB set targets for service efficiency and digital literacy improvements. By 2025, it aims to engage 300 seniors monthly through workshops and 2,000 through IMDA sessions. In 2023–2024, CPFB achieved a 98.6 per cent satisfaction rate and served 97.6 per cent of appointments within 15 minutes. Over 2,130 seniors attended workshops, with 96.5 per cent expressing satisfaction.
 
Abu Dhabi Pension Fund, United Arab Emirates (UAE)
The Abu Dhabi Pension Fund (ADPF) launched an initiative to deliver pension services via WhatsApp to address the difficulties senior pensioners face with digital services. Many pensioners requested documents through this messaging app, a familiar platform for them, prompting ADPF to adopt it as a service channel (Abu Dhabi Pension Fund, 2024). This initiative aligns with the ISSA Guidelines on Information and Communication Technology, particularly in promoting multichannel e-services (ISSA, 2022b).
 
The primary goal was to simplify the service experience for senior pensioners, making it easier to access essential services. After this solution was introduced in August 2021, digital transactions increased significantly. In 2021, 25 per cent of transactions were processed this way, rising to 88 per cent in 2022. By 2023, usage surged by 700 per cent, reflecting the growing shift from in-person visits to digital services. The messaging app accounted for 96 per cent of digital transactions by 2023, compared to 4 per cent for the portal and mobile app. Customer satisfaction reached 97.8 per cent, highlighting the initiative's success.
 
While risks exist, such as data privacy concerns and reliance on an external platform, the initiative has effectively improved service delivery for senior pensioners.
 
Results
Table 1. Summary of results achieve through these good practices
Institution and initiative Challenges for older customers Results
EPFO, India
Prayaas Initiative
Private sector retirees in India lack awareness of pension eligibility.
Limited digital skills hinder claim completion and threaten financial security.
The Prayaas initiative enabled same-day distribution of Pension Payment Orders (PPOs) at retirement, benefiting over 20,000 individuals.
Over 600 PPOs are issued monthly, achieving 60% of the short-term goal.
Active promotion boosted social security awareness.
BPJS Ketenagakerjaan, Indonesia
Jamsostek mobile application: Customer experience champion
High branch congestion hindered access to pension benefits.
Limited awareness of digital claims processes delayed financial access.
JMO app cut old-age benefit claim processing from 1–3 days to 15 minutes.
Active users reached 14.2 million in 2023, targeting 19.9 million by the end of 2024.
Currently, 54.1% of claims are digital, they are aiming for 95%.
Branch visits dropped by 82.2% in DKI Jakarta.
CSPF, Islamic Republic of Iran
Launching Saba application
Limited mobility and minimal computer access hindered service access.
Many retirees faced time-intensive travel.
800,000 retirees installed the Saba App, accessing essential services without travel.
By 2023, user numbers and satisfaction exceeded targets, supporting the app expansion.
NPS, Republic of Korea
Innovating the National Pension Service with artificial intelligence: Building global accessibility for the future
Communication barriers limited service access.  
Many retirees need in-person consultations.  
Demand for accessible services increased.  
Real-time interpretation in 10 languages
In 2024, AI KIOSKs are expected to serve 13,000 customers in high-traffic offices.
NPS saved 63 million KRW through AI videos, with 200 million KRW projected annually.
By 2025, NPS aims to offer native-language support to 80% of foreigners.
KWAP, Malaysia
Enhancing the retirement experience through MyPesara mobile application
Retirees struggled with digital platforms for pensions and health updates.
Ageing population demanded more seamless and a personalized retirement experience.
The MyPesara app reached nearly 400,000 downloads.
MyPesara received a 4.56-star rating.
"Sembang MyPesara" webinars attracted 75,000+ viewers, boosting digital literacy among retirees.
CPFB, Singapore
Phy-gital@CPF service centres: Bridging the digital divide and revolutionising service delivery
With diverse customer needs, demand for comprehensive services is growing.
Limited digital skills restrict access to social security resources.
In 2023–2024, 97.6% of appointments were attended to within 15 minutes of the scheduled time.
CPF services maintained a 98.6% satisfaction rate.
2,130 seniors trained by April 2024, with 96.5% satisfaction.
CPF-IMDA workshops reached 20,130 seniors.
ADPF, United Arab Emirates
Abu Dhabi Pension Fund prompt service using WhatsApp
Retirees struggled with digital pension portals, leading to frequent in-person visits and reduced satisfaction.  
More accessible solutions were needed for retirees with limited technical skills.  
Pension transactions via WhatsApp rose from 25% in 2021 to 88% in 2022 and 96% in 2023.
WhatsApp satisfaction reached 97.8% in 2023.
Digital transactions grew nearly 700% due to marketing efforts.
Critical success factors
Meeting diverse needs with comprehensive service provision is vital to ensure equitable access for retirees. In Singapore, the "phy-digital" approach was adopted to address the needs of a rapidly ageing population and ensure equitable access to services. Innovations include facial biometric authentication, height-adjustable kiosks, and multilingual instructional videos to assist seniors and less tech-savvy users. In Indonesia, JMO app addresses diverse participant needs by providing digital access to claims and information. This innovation significantly improved service delivery, making it more equitable for retirees across Indonesia. In the Republic of Korea, AI-based counselling services and multilingual KIOSKs were implemented to ensure equitable access for diverse users. These innovations improved accessibility, especially for vulnerable groups. In the UAE accessibility challenges senior pensioners faces were addressed by integrating services into a widely used and familiar messaging app. Using a popular communication channel ensured comprehensive and user-friendly service provision, meeting diverse needs while improving accessibility and satisfaction.
 
Enhancing the retirement experience is key to improving the quality of life for retirees. India’s Prayaas initiative enhances the retirement experience by ensuring pension payment orders (PPOs) are handed to retiring employees on their last working day. Since its launch in 2020, over 20,000 retirees have benefited, creating significant awareness and improving the quality of life for pensioners. In the Islamic Republic of Iran, the deployment of Saba enabled improving retirees’ quality of life by reducing their travel needs to access services. In the UAE, Abu Dhabi Pension Fund improved the retirement experience by offering pension services through WhatsApp, addressing the difficulties senior pensioners faced with digital portals. By 2023, such transactions constituted 96 per cent of all pension interactions, with customer satisfaction reaching 97.8 per cent .
 
Strengthening data security and regulatory compliance builds confidence in new forms of services. Indonesia’s BPJS Ketenagakerjaan prioritizes data security and regulatory compliance to build user trust in its digital services. Measures include ISO 27001:201 certification, robust data security evaluations and participant education on personal data protection. The National Pension Service in the Republic of Korea strengthened data security and regulatory compliance by ensuring AI-based services adhered to privacy laws and technical standards. Compliance with legal requirements and strong technical safeguards, including refined AI training data, enhanced trust in these services.
 
Promoting digital literacy and digital transformation is critical to effectively delivering modernized services. In Singapore, digital literacy and transformation are promoted through its“phy-digital” strategy, combining digital and physical services. The E-Xperience Space hosts multilingual workshops and one-on-one sessions to teach seniors online safety, CPF transactions and other digital skills. Self-help kiosks feature multilingual videos and digital ambassadors assist less tech-savvy users. In Malaysia, KWAP’s MyPesara app promotes digital literacy and transformation by offering pensioners and their families access to essential services. The app also provides webinars, such as the "Sembang MyPesara" program, to educate users on digital skills and safety, with over 75,000 views since 2020.
 
Regularly measuring user satisfaction and maintaining it at a high level are essential for achieving long-term engagement. In the Islamic Republic of Iran, surveys conducted via Saba app indicate high satisfaction, driven by the app’s focus on intuitive navigation and stakeholder interaction. In the Republic of Korea, NPS actively measures customer satisfaction through user feedback and key performance indicators, such as the monthly number of users and service ratings. To enhance satisfaction in the Republic of Korea, the National Pension Service focuses on refining AI technologies for smoother interactions and expanding services to more languages. In Malaysia, MyPesara app serves as a key platform to gather feedback and recommendations from pensioners, aligning with its customer-centric model. This feedback is crucial for understanding user needs and driving service enhancements.
 
Final remarks
Social security systems are undergoing global transformations, with an increasing emphasis on flexible, multichannel, and digitally-enabled services that can adapt to users’ life stages and diverse needs—particularly against the backdrop of ageing populations and constrained public resources. While digital transformation offers convenience and new opportunities for older adults, challenges remain, including gaps in digital literacy and unfamiliarity with technology.
 
To address these issues, several social security institutions in Asia and the Pacific are implementing accessible digital education, simplified interfaces, and tailored support programmes that facilitate seniors’ participation in the digital society in close connection to tailored pension services and information about their rights. Such efforts are expected to improve access and financial protection and at the same time enable retirees to fully benefit from digital advancements, thereby promoting inclusivity and equity across society. Mobile applications are being used to simplify pension disbursement processes, while AI-powered real-time multilingual interpretation and customer-centric branch services are helping address language and access barriers. Additionally, a hybrid approach that combines digital and physical service channels is being implemented to support seniors less accustomed to digital platforms, enhancing accessibility and assisting those with limited digital literacy. These efforts are strengthening support for retirees, providing easier access to pensions and promoting stability in post-retirement life.
 
Implementing quality services constitutes a priority for social security institutions in Asia and the Pacific, which are developing innovative solutions to improve accessibility to different population groups. The ISSA report Social security developments and trends – Asia and the Pacific (ISSA, 2024) provides an overview of such initiatives, while the ISSA Guidelines on Service Quality (ISSA, 2019) provide the key orientations to implement inclusive customer services to social security systems.
 
References
Abu Dhabi Pension Fund. 2024. Abu Dhabi Pension Fund prompt service using WhatsApp (Good practices in social security). Geneva, International Social Security Association.
 
Civil Servants Pension Fund. 2024. Launching Saba application (Good practices in social security). Geneva, International Social Security Association.
 
Employees’ Provident Fund Organization. 2024. Prayaas initiative (Good practices in social security). Geneva, International Social Security Association.
 
ISSA. 2019. ISSA Guidelines on service quality. Geneva, International Social Security Association.
 
ISSA. 2022a. ICT-enabled coordinated service delivery: Experiences from Asia and the Pacific. Geneva, International Social Security Association.
 
ISSA. 2022b. ISSA Guidelines on information and communication technology. Geneva, International Social Security Association.
 
ISSA. 2024. Social security developments and trends – Asia and the Pacific 2024. Geneva, International Social Security Association.
 
Ministry of Manpower. 2024. Phy-gital@CPF service centres: Bridging the digital divide and revolutionising service delivery. A case of the Central Provident Fund Board (Good practices in social security). Geneva, International Social Security Association.
 
National Pension Service. 2024. Innovating the National Pension Service with artificial intelligence: Building global accessibility for the future (Good practices in social security). Geneva, International Social Security Association.
 
National Social Security Administering Body for Employment. 2024. Jamsostek mobile application: Customer experience champion initiative (Good practices in social security). Geneva, International Social Security Association.
 
Retirement Fund Incorporated. 2024. Enhancing the retirement experience through MyPesara mobile application (Good practices in social security). Geneva, International Social Security Association.
 
UN DESA. 2023. World Social Report 2023: Leaving no one behind in an ageing world. New York, N.Y., Population Division of the United Nations Department of Economic and Social Affairs.

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