The Pension Fund of Ukraine is actively developing electronic services, which should make life easier for pensioners and reduce the eternal queues at branches. There is a website, a mobile application, and even a pension calculator that allows you to estimate the size of your future pension..
In theory, the Fund's clients can already automatically apply for the appointment or recalculation of a pension, subsidy or other benefits, control the payment of insurance premiums by the employer, send data to make changes to their pension file, digitize the work book. It's in theory. How about in practice?
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“A personal visit to the PFU authority is required”.
I started with a visit to the PFC service center to get access to my pension file - I wanted to see what the amount of deductions from my employer. And he came precisely because the registration condition was written in black and white on the main page of the PFC portal: “A personal visit to the PFC authority is required”.
There is, however, another option - online registration using an electronic digital signature (CEP key). I decided to take the first path, because, as it seems, many older people are simply frightened by incomprehensible abbreviations and words: ACSK, KEP, EPP, token - they are full of instructions for online registration.
As a result of a personal visit to the PFC service center, I left there a statement written not on the employee’s tablet, as in banks, but on a piece of paper (I wonder where tons of these statements are stored and what they do with them later? ) and received in return a piece of paper on which the application code and login were written with a ballpoint pen.
It was too early to rejoice. Apparently, when the employee wrote out the code and login on a piece of paper, an error crept in - either the code or the login were invalid. Human factor!
After reading the rules of online registration, I realized that it is no easier than visiting a service center. However, then in three minutes he authorized himself with the help of “Dії”.
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PFC is committed to the development of paperless technologies. …But, apparently, this still needs to be worked on.
After all these experiments, a desire has ripened to contact the Pension Fund of Ukraine with questions about the progress of digitalization of services in the department, which operates with huge amounts of money and has recently served not only pensioners. Recall that since the beginning of 2023, social insurance functions have also been transferred to the PFU.
For information request ZN. UA was answered by the head of the digitalization department of the PFU Valentina Borshevskaya (document).
Of course, the FSP insists that digitalization is a priority for it, and this is confirmed by the growing interest of clients in remote services.. As of December 31, 2022, the Fund's e-services web portal had 12.6 million registered users.. In 2022, the increase in users amounted to 6.17 million people. In January-February 2023, the number of users of the Fund's web portal increased by 660.5 thousand people. The number of users of the Pension Fund mobile application has already reached more than 850 thousand people.
For our part, we note that everyone who uses the Internet can solve their problems with PFCs without standing in lines at service centers. But, I think, not everyone will be able to understand the instructions on the main page of the PFU web portal. And after reading the phrase on the main page of the PFC web portal: “To authorize for a CEP from a flash drive or from a token, you need to sign such a crochet...”, many will sigh and go to queue at the service center and write paper applications. Instructions are hard to understand, especially for those who are far from CEP, flash drives and tokens. But these are the majority of PFC clients.
Perhaps over time, the instructions for users on the FSP web portal will become more accessible to the target audience.. In any case, according to the document, further digitalization of PFU activities will continue in 2023. This task has been identified as a key. So why not start it by making the information presented on the portal easier to understand.? After all, the portal communicates with ordinary people, and not with colleagues of its creators.
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Why is it necessary to write a paper application to obtain a digital signature?.
An equally important question: why is it necessary to write an analog statement to obtain a digital signature
PFC response: “In accordance with the Law of Ukraine “On Electronic Trust Services”, in order to create a qualified electronic signature and generate a qualified public key certificate, a person must contact the relevant providers of electronic trust services, which are duly included in the Trust List.
The Fund does not exercise authority to create qualified electronic signatures"
However, on the main page of the FSP web portal, it is written in black and white that in order to apply for registration on the web portal, “a personal visit to the FSP authority is required”. It is clear that the electronic signature and registration on the web portal? not quite the same thing, but you still have to go to the service center and write a statement. Or, in the end, get an electronic signature.
The list of providers of electronic trust services with which the Fund's web portal cooperates can be found here.
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Service centers are provided with scanners to read QR codes, but their employees do not seem to know about it.
The cherry on top of our appeal is the question of what, in fact, inspired us to write an information request to the PFU: “Why do the employees of the office where citizens are received not have scanners capable of reading QR codes of electronic documents from Diy, and demand, in?
The question, we recall, was not woven out of thin air, so the answer surprised me a little: “Citizen service departments (service centers) of the Fund’s territorial departments are provided with the necessary technical means to read the corresponding QR codes”.
We will have to digress from the usual function of asking questions and make a short statement: not all service centers of the territorial departments of PFCs are provided with technical means for reading QR codes. We give the exact address of the service center, where they are not: the city of Zhytomyr, Field Square, 8. It was there that they asked me for a piece of paper with a code and refused to scan the corresponding document from the Diya application due to the lack of the necessary equipment.
Answering our question whether active digitalization will lead to a reduction in staff, the PFC replied that they are not expecting any reductions, because “from October 1, 2022 (the Fund) the functions of payment were transferred, and from December 1, 2022 - for the appointment of housing subsidies and benefits.
In addition, from January 1, 2023, the Fund has been designated as the authorized body in the field of obligatory state social insurance against industrial accidents and occupational diseases that caused disability... " No, dear readers, maintaining the current state will not be associated with the growing load, because these services are also digitalizing. It’s just that the pace of digital progress is so modest so far that we won’t be able to refuse live, far from always necessary and pleasant, communication with the Pension.
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