62 million communication operations for “Emiratisation” with its customers during 2024

The Ministry of Human Resources and Emiratisation carried out more than 62.8 million communication operations with its customers through the “Tawasul” system during the past year, with a growth rate of 22% from the year 2023, during which the total communication operations amounted to about 51 million operations.

The increase, which amounted to more than 11 million and 500 thousand operations of the level of service efficiency and the readiness of the “communication” system and the confidence of the customers and their ability to deal effectively and easily with the system that includes 14 smart and digital channels, especially in light of the contribution of the unified and safe technological structure and the advanced mechanisms adopted by the system to ensure the guarantee Transparency and privacy in providing services, achieving high levels in the standards of satisfaction and happiness of the customer, and keeping pace with future trends that meet the requirements and directions of the UAE government for future services.

The “Communication” system has witnessed many development initiatives since its launch in the year 2022, the most prominent of which is the transfer of 11 services within the standards of pre -emptive services, and the launch of 9 direct services, based on innovative mechanisms to involve customers in determining priority services based on their needs, and discussing the challenges they face with The Ministry’s services and the proposal and implementation of solutions by the ministry in accordance with the highest standards of competitiveness, flexibility and efficiency in services.

Hussein Al -Alili, Director of the Customer Voice Department at the Ministry of Human Resources and Emiratisation, said: Efficiency at the global level, which reflects the state’s position as an ideal global destination for living, work and investment. “

He added: “The ministry is working to meet the increasing needs of the business sector in the country, and keep pace with the requirements of sustainable growth, by launching innovative smart services within the response to government trends and the UAE’s vision of digital transformation with services and liquidating government bureaucracy.”

He pointed out that the leading technological infrastructure contributed to accelerating the process of digital transformation in services in parallel with the efficiency of the legislative structure and the competitiveness of the labor market, and the acceleration of the sustainable development process, as these pillars supported the efforts and the Ministry’s endeavor to develop its services, in addition to the methodology and development methodology, which reflected on the efficiency The human element, its ability to meet the increasing demands, and its ability to deal with the system efficiently and effectively.

In the details of the operations carried out by the ministry during the past year through the “Tawasul” system, the total audio and visual calls received to the communication center issued by more than 2 million calls, while the percentage of customer satisfaction with the center’s services reached 91.1%.

The Communication Center provided its services to more than 7 thousand establishments, within the distinguished services package for the diamond category, which included about 67 thousand export and resource communication operations, and 55 thousand proactive communication operations from the account manager, and the distinguished service gives priority to responding to calls in addition to priority in completing transactions and service An account manager for anticipated communication.

The “Communication” system achieved more than 982 thousand interaction operations through the digital channels that include e -mail, the chat channel, social media channels, and the “WhatsApp” application, and the number of requests received in the customer’s vote system reached more than 347 thousand requests related to submitting notes, suggestions and support Technical and praise of services.

Through the “Tawasul” system, more than 8 million and 580 thousand accounts for facilities were sent with the aim of informing their owners about the data of their facilities on a monthly basis, while the ministry implemented within the “Tawasul” system 52 sessions to educate customers about decisions and developments, within the “customer councils” initiative that participated It has about 9,000 customers.

About 47 million awareness messages were sent to customers through the “Tawasul” system, through text messages, voice messages, and e -mail and WhatsApp, as the total communication that took place for opinion polls through various channels reached about 3 million and 900 thousand communication operations.