Page 76 - KWAP_AR2022

74 KUMPULAN WANG PERSARAAN (DIPERBADANKAN) FoR BEttER PERFoRMANcE

ENTERPRISE REVIEW

RETIREMENT SERVICES

The primary role of KWAP as an agent to the government includes the processing and payment of pension benefits such
as gratuity, pension, ex-gratia, related claims, as well as customer service management. These are mandated as per the
agency agreement signed between the Government of Malaysia and KWAP. In terms of performance, the Service-Level
Agreement (SLA) for 2022 stated key requirements which include a minimum of 95% performance threshold. The oversight
on the SLA performance is monitored and reviewed by the Public Service Department (PSD) via its committee that meets
on a monthly basis.

KWAP performed beyond the expected SLA threshold with January to December 2022’s weighted average score of 98.4%
despite the increase in number of SLAs from seven to 10 and more stringent requirements. For comparison, 2021’s
weighted average score was at 98.3%.

BUSINESS PROCESS IMPROVEMENTS

1. Business Intelligence Dashboard
The implementation of Business Intelligence (BI) dashboards has received an international recognition
award from the ASEAN Social Security Association (ASSA) under Information Technology category during
th
39 ASSA Board Meeting held from 23 to 24 November 2022 in Luang Prabang, Laos. Since its inception
in 2017, the BI implementation has been significantly instrumental in improving business processes,
productivity and compliance to SLA requirements.

2. Implementation of Portal Semakan Maklumat Pesara at Government Hospitals

KWAP unveiled its web-based application platform, Portal Semakan Maklumat Pesara in May 2022 which
allows authorised personnel at government hospitals and clinics to verify the eligibility of pensioners
and their dependants to access medical benefits entitlement. The implementation of the portal is aimed
to improve customer experience at the above entities with greater ease of registration and reduction in
waiting time.
Pensioners who have downloaded the MyPesara application on their mobile devices are also able to enjoy
the service via the e-Kad Pesara function available on the application. The e-Kad Pesara is accepted at
designated government hospitals as an alternative to presenting their physical pensioner card to access
public healthcare services.