The UAPF self-service system includes pension services, which anyone can get on their own without assistance of an UAPF employee at a convenient time and place through the Internet and mobile communication.

In 2018, the entire range of pension services was implemented in electronic format with a few exceptions, from the opening of IPAs to submission of applications for payments. The Fund developed, finalized and implemented the following electronic services in the reporting period:

• issuing a certificate of IPA availability, a duplicate of application for IPA opening or a pension coverage agreement in the personal account of the contributor (recipient) on the website and through self-service terminals – 11,6K contributors used it from the moment of its implementation (February 2018);
• conclusion of agreement at the expense of voluntary pension contributions in own favor on the UAPF website — since the launch of the service (June 2018), 7,4K agreements have been concluded.

Only services that require special verification of paper documents remained undigitalized – opening of tripartite agreements (at the expense of CPPC and VPC in favor of a third party), processing payments in connection with getting permanent residence abroad and payments in connection with the death of the contributor (recipient). Also, the service of transferring pension savings to insurance organizations under a pension annuity agreement remained in the automation phase.

Dynamics of provision of electronic services in contrast to the services provided in the offices of the Fund demonstrates a significant increase in the number of users of the Fund’s pension services through electronic channels. In total, in 2018, 15,6 mln services were provided through electronic channels to 2,9 mln contributors (recipients), which is 27% higher than in 2017. The share of UAPF pension services through electronic communication channels of the total volume of transactions reached 75% at the end of 2018. As compared to 2017, increase is noted in all types of electronic services:

• issuance of Pension Statements from IPAs – by 24% (15,258.4K services);
• making amendments or supplements to the details – by 124 times (146,7K services);
• opening of the IPAs – by 490 times (121,1K services);
• changing the way of reporting – by 86 times (43,6K services);
• filing an application for pension payments – by 186 times (8,9K services);
• issuance of duplicate agreements/applications for the opening of IPAs – 11,6K services (implemented in February 2018).

Electronic pension services are available on the UAPF website, mobile application, the E-Government Portal, through self-service terminals and information kiosks located at the Fund’s offices. Additionally, clients can also receive information and consulting services through information kiosks and without assistance of UAPF employees, such as:

• view training videos on the use of pension services (“Internet Services”, “Internet Pension Statement”, “Mobile Application”);
• use the “Pension Calculator” service to calculate estimated pension payment;
• send Pension Statement from the IPA to a personal e-mail.

The most convenient channel for receiving pension services for contributors is the Fund’s mobile application (35% of all electronic services). The number of UAPF mobile application downloads for the reporting period amounted to 756K downloads (16% of the 2017 indicator – 650K downloads). The number of downloads for the entire period since the implementation (May 2014) of the application amounted to 1,9 mln downloads.

The most popular service is issuance of electronic Pension Statement from IPAs. 15,3 mln electronic Pension Statements were generated (or 92% of all issued Pension Statements, 73% of all services provided) at the request of 2,6 mln contributors (recipients) in the reporting period. As of  January 1, 2019, the number of IPAs with electronic methods of reporting (receiving Pension Statement from IPAs) amounted to 6,1 mln (27% from the beginning of the year or 1,3 mln IPAs):

• online – 5,2 mln IPAs (31% or 1,2 mln by 2017);
• via e-mail – 879K IPAs (9% or 72K by 2017).

Switch of contributors and recipients to electronic methods of reporting allows to reduce the expenses of UAPF for annual mailing of envelopes with Pension Statements to contributors and recipients who have chosen the method of reporting by traditional mailing. Thus, at the end of 2017, reporting was carried out by mail, during which 1,3 mln envelopes with Pension Statements from the IPAs were sent to contributors (recipients) in the reporting period. For comparison, 1,7 mln Pension Statements were sent within the framework of reporting at the end of 2016.