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FoR betteR PeRFoRmAnce Annual Report 2022 75

3. eHemodialisis System Enhancement
As part of its effort to strive for operational excellence, KWAP launched an eHemodialisis system
enhancement on key modules on 14 October 2022. eHemodialisis is a system used by authorised
hemodialysis centers to verify pensioners and dependents eligibility and submit claims on services
rendered to KWAP. These enhancements have further improved current functionalities such as online
renewal of operating license, update of dialysis centers’ bank account number, monitoring tool for invoice
submission and enhanced feature of guarantee letter printing function. In addition, it has also resulted in
improved process transparency, accelerated turnaround time and mitigated risk of errors.

4. Pension Services Helpdesk

Part of pension-related activities include the attendance to technical requests or queries by external
stakeholders, including Pension Division of Public Service Department, State Secretaries (SUK), dialysis
centres, hospitals and other government agencies. In year 2022, the Pension Services Helpdesk portal was
introduced to facilitate the process which enabled requests and queries to be centrally captured, monitored
and updated, thus eliminating unattended or delayed issue resolution and reducing turnaround time.

5. Robotic Process Automation
Robotic Process Automation (RPA) allows for the adoption of configurable automation processes
without the need for technical skills in programming. With the implementation of Automation Anywhere
RPA tools in 2021, we have progressively introduced automation to processes that are repetitive,
time consuming, require precision and entail out-of-hour jobs. In 2022, three new processes were
automated, namely, application monitoring, daily electronic fund transfer data extraction and password
reset process. More processes have been identified for RPA implementation in coming years.

6. Customer Relationship Management Online Feedback Form
The Customer Relationship Management Online Feedback Form was introduced as a more convenient
alternative to submit any enquiries or document to KWAP. Compared to the traditional way of filling in
forms or emailing, the online form’s official format with an easy template facilitates accurate completion
and fast submission. This avoids errors and improves the processing time. User-friendly features include
drop-down options, online inputting attachment of supporting documents. This has also improved
processing time and productivity.