“Health” launches the “customer’s voice” platform as part of its digital transformation strategy

The Ministry of Health and Community Protection has launched the “Customer Voice” platform as an integrated platform that relies on the techniques of the new generation and artificial intelligence in upgrading the level of health services and enhancing the experience of customers, in line with the UAE’s vision in developing a system of government services that keep pace with the aspirations of the future. This is during her participation in the Arab Health Exhibition and Conference, which lasts from 27 to 30 January.

The platform represents a qualitative shift in the methodology of developing government services, as it aims to ensure the implementation of an effective system that enhances the experience of customers and raises their satisfaction and happiness, through an integrated system to collect and analyze their observations. The platform focuses on achieving continuous improvement in services, which helps in facilitating the customer’s journey, enhancing integration between systems, reducing the time of transactions and reducing their procedures, which contributes to rationalizing spending with increasing operational efficiency and achieving added value for investment in the health sector.

The platform relies on employing the latest technologies and capabilities of artificial intelligence in data analysis, enabling decision -makers to rely on accurate data that takes into account the directions and patterns of different slides of customers. This advanced methodology guarantees the development of services in a way that meets the needs and expectations of dealers, strategic partners and stakeholders. The Ministry follows a comprehensive methodology to ensure the effective implementation of the platform, starting with planning and setting priorities, through the development of the technical structure and the qualification of specialized cadres, to the measurement of performance and the evaluation of results continuously.

The platform seeks to achieve an integrated system of strategic goals, by applying the concept of “customized” effort “in providing services, reducing the time taken to complete transactions, and simplifying the customer’s journey with enhancing electronic integration between different systems. Within the framework of the Ministry’s strategy to involve community groups in developing services, by activating communication channels with customers and enhancing transparency in providing services. It works to build strategic partnerships with various sectors to ensure the highest quality and efficiency levels.

The assistant undersecretary for the Acting Support Services Sector, Abdullah Ahmed Al Ahly, stressed that the “Voice of the Caller” platform is part of the UAE’s commitment to developing innovative government services.

In response to the leadership’s directions to enhance the bureaucratic tolerance program, the platform was designed with the aim of achieving a qualitative leap in providing health services and enabling customers to participate in decision -making in order to embody the vision of the Emirates government in making the happiness of customers a top priority.

He also stressed the importance of integrating technology and artificial intelligence to simplify the journey of the customer, as the platform is part of an integrated system to whistle the bureaucracy in the health sector, which ensures an exceptional experience that reflects the welfare and happiness of all members of society.

Al -Ahly stressed that the platform “Voice of the Caller” is a turning point in the competitiveness of the health sector through an innovative model based on transparency and efficiency, as the voice of the customer is one of the most important inputs to build the future of health services, which supports the UAE’s vision to be one of the best countries in the world in Quality of government services by 2031.

For its part, the Director of the Department of Excellency the Customers at the Ministry, Amal Al -Marzouqi, explained that the “Voice of the Transaction” platform represents a comprehensive methodology that seeks to anticipate the expectations of the dealers, by analyzing their patterns and observations and turning them into development initiatives. She added that the platform contributes to supporting the government bureaucracy program and applying best practices. It is a qualitative shift in the Ministry’s approach to developing government services and improving customer experience. She said: “Through this advanced platform, we seek to enhance the pre -emptive services model, by employing artificial intelligence techniques in analyzing the patterns and directions of customers, which enables us to anticipate their needs and develop services that exceed their expectations.”

She added: “The platform is distinguished by its ability to collect and analyze feedback from all categories of customers, including patients and their families, health institutions, strategic partners, and stakeholders. We have been keen to develop an integrated system for managing customer relationships that guarantee the immediate response to their observations, with a focus on converting these notes To development initiatives that contribute to improving the quality of services. “

She pointed out that the platform plays a pivotal role in achieving the targets of the government bureaucracy program, by simplifying the procedures and reducing the time of providing services. The Ministry has an integrated plan to measure and improve the levels of happiness of customers, and include accurate performance indicators to measure response time, service quality, and customer satisfaction level