Due to the aggravation of the epidemiological situation and the increase in the incidence of coronavirus infection (COVID-19), in order to prevent the spread of a dangerous virus and ensure the safety of the staff and the population, the Unified accumulative pension fund introduced a number of restrictive measures and some of the regional branches were transferred and continue to work in remote and contactless service mode. However, despite a number of restrictions, UAPF contributors continue to receive services in full.
Thanks to the development of new technologies and the smooth operation of electronic systems, now more than 90% of services provided by UAPF JSC are online. Thus, our contributors do not need to endanger their health and receive a whole range of services without leaving their homes. In particular, using the My Account, which is available both on the website and in the ENPF mobile application, a contributor can receive a statement from an individual pension saving account, make changes and additions to their details, get a certificate of the availability of an IPSA, and apply for the appointment of pension benefits in connection with the establishment of permanent disability group 1 or 2, track the status of the application for benefit and (or) relocation, and much more.
As of July 1, 2020, almost 9.4 million services were provided to the contributors of the UAPF. This is 2.7% higher than last year. Of all services, 91.4% or 8 566 698 transactions were carried out in electronic format. Compared to last year, the popularity of the online format has grown by 16.4%.
Despite the fact that in some regions full-time service is maintained by appointment (with employment of no more than 50% of all branch employees), and in other areas, the UAPF has left a number of restrictive measures, some of the contributors are still served in the offices of the Fund. During the first half of the year, 730,911 services were provided in our branches.
Note, the Fund's employees on duty, by appointment, continue to receive contactless documents for services that cannot be obtained in electronic format, subject to strict sanitary and epidemiological measures and principles of social distancing. Services that cannot be obtained online include:
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registration of applications for the appointment of pension benefits in connection with the death of the contributor / beneficiary (burial);
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registration of applications for the appointment of pension benefits in connection with the death of the contributor / beneficiary (inheritance);
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registration of applications for the appointment of pension benefits due to leave for permanent residence outside the Republic of Kazakhstan (in exceptional cases, at the request of the consumer of the Fund's services);
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registration of applications for the transfer of pension accumulations from UAPF JSC to insurance organizations;
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execution of an application for opening an individual pension saving account for accounting for compulsory occupational pension contributions, including applications for joining a pension provision agreement at the expense of a compulsory occupational pension contributions.
We recommend receiving other types of services through the My Account on the corporate website of the UAPF, or in the mobile application of the same name.
Let us remind you that the UAPF also has field service departments. At the moment, it operates with the involvement of no more than 50% of the staff, in compliance with strict sanitary and epidemiological measures. In this case, a preliminary consultation is carried out (including a check for the possibility of receiving services in person). In the event of a need for field service for processing applications for opening individual pension saving accounts for accounting for compulsory occupational pension contributions (including applications for joining an agreement on pension provision at the expense of compulsory occupational pension contributions) and servicing contributors (beneficiaries) belonging to the category socially vulnerable segments of the population (disabled people of 1-2 groups), they travel in compliance with all sanitary and epidemiological measures. During the field service, 74,341 operations were carried out in 6 months of 2020.
Note that one of the tasks of the UAPF is to provide high-quality consulting services and the development of information channels for contributors and beneficiaries of the Fund. So, over the six months of this year, compared to the same period last year, the number of applications from contributors through feedback channels increased by almost 2.5 times 666,905 calls in 2020, against 298,554 calls for the same period in 2019.
Contributors and beneficiaries of the UAPF can get advice in the call-center at 1418 (Calls within Kazakhstan are free), and consultations can be obtained on the corporate website www.enpf.kz, via the chatbot in WhatsApp and Viber at +7 777 000 14 18 and on the official pages of the UAPF in social networks Instagram, Facebook, VKontakte, Twitter Telegram, Odnoklassniki.
