Digital transformation rate for internal and external services reached 80 per cent in 2020, according to the Public Authority for Social Insurance (PASI).

PASI said it seeks to have a fundamental and effective role in achieving the Digital Oman Strategy and Oman Vision 2040. 

‘The government aims to achieve digital transformation to raise the standard of living of the insured, their families and community members.’

In order to support this strategic direction and achieve national priorities, it has become important to focus on the services provided to customers and beneficiaries, especially electronic and digital transformation, in line with the rapid development witnessed by the world in the use of modern technologies, and to facilitate the community members to access services at any time and place, it added. 

Talking about PASI’s efforts in the digital drive, Hashim bin Muhammad al Hashimi, director of Insurance Service at PASI, said, “PASI is interested in upgrading the services it provides to beneficiaries and this interest is clearly reflected in PASI’s strategic direction to improve the services and achieve its vision to be one of the top 20 social insurance institutions in the world. In pursuit of this approach, PASI uses all its capabilities in the digital and electronic transformation of the services it provides.”

Quality services

“PASI provides its insurance services through nine branches, including the main branch, in addition to the electronic portal and the application of smart phones (Taminatoman),” he said.

“It is important to mention that PASI launched its outlet in Muscat Mall at the beginning of this year, which operates in the morning and evening, so that customers can benefit from theoutlet at different times, in addition to obtaining insurance advice or any inquiries. So in the context of providing services through PASI branches, and in the interest of PASI to regulate the process of receiving customers, and confirmation of commitment to the precautionary measures, it launched the appointment reservation system in February. Customers can book an appointment through an easy link to the website, and smart phones, with the assurance that the appointments related to providing services do not exceed two working days.”

As for the exceptional circumstances due to the coronavirus pandemic, Hashimi said, “PASI was able to keep up with the situation in the country. PASI has improved and expanded the channels of providing insurance services through the electronic portal, and opened a communication channel through WhatsApp last year to provide some services, in addition to a toll-free number (800777600). 

“PASI has also used social media channels to respond to customer inquiries and to provide insurance advices. In addition, PASI has implemented online work for its staff,” Hashimi added.