Launch of a client-centric approach to online-service development

The remit of Morocco’s Deposit and Management Fund Insurance (Caisse de Dépôt et de Gestion Prévoyance – CDG Prévoyance), thereafter referred to as CDG Insurance is to consolidate operational capacities in the field of provident funds so as to support the State in managing the pension schemes and solidarity funds that fall under its mandate. CDG Insurance serves around a million clients (affiliates, beneficiaries and members) with whom it is in constant contact. To this end, it relies on an omnichannel strategy, offering high-added-value digital services and implementing these e-services creatively. The aim of this particular good practice, to which CDG Insurance has made a long-term commitment, is the continual improvement of the client experience – notably through a focus on design thinking among its personnel, the organization of hackathons, the co-creation of cutting-edge digital services with its clients and an agile approach to their development.