“Finance” records 96.57% in the customer’s happiness index during the first half

The Ministry of Finance announced the achievement of distinguished results in the field of happiness of customers and enhancing the quality of services provided to them through digital advisory support channels and the communication center during the first half of 2025, where indicators of the performance of the Ministry’s communication center showed a remarkable increase in the percentage of customer happiness that reached 96.57%, while the rate of completion of customer requests from the first communication 97.30%, which reflects the efforts made by the ministry in terms of promoting quality The efficiency of services and the advancement of the level of performance in the government work system, and the raising the level of satisfaction and happiness among customers by providing innovative solutions and enhancing pre -emptive and digital services.

The main indicators recorded a remarkable development compared to the same period last year, as the specified targets, such as the speed of dealing with customer requests, reduced waiting time, and raising the efficiency of response to calls, and the level of performance quality level, which witnessed a remarkable increase to 90.92%, exceeding the goal set by 80%, and outperforming the percentage of the first half of the previous year that reached 88%.

The Undersecretary of the Ministry of Finance, Younis Haji Al -Khoury, affirmed that the performance of the communication center during the first half of the year 2025 reflects the firm commitment of the ministry to enhance the experience of customers, and to provide innovative services that meet their aspirations by simplifying procedures and whisting the bureaucracy, enhancing the level of performance and developing digital channels to serve customers, within the framework of the ministry’s keenness and commitment to support the targets of the “UAE government promise for future services”, in terms of priority For digital services, providing a smooth and pre -emptive experience of distinctive value.

He pointed out that the communication center formed an essential pillar in achieving the Ministry’s goals in the field of happiness of customers, through its rapid response and effective interaction with inquiries and observations, and providing multiple communication channels that meet the various needs of customers with ease and smoothness.

He added: «What has achieved positive results during this period is due to the readiness of qualified cadres, and the Ministry’s reliance on an advanced technical infrastructure that contributes to raising the efficiency of operations, and providing innovative solutions, and the use of artificial intelligence technologies and analyzing advanced data contributes to achieving pre -empting to meet the needs of customers and provide distinguished performance levels. And achieve the highest standards of institutional excellence.

Among the most prominent results achieved by the channels of the happiness of the customers and the communication center in the Ministry of Finance during the first half is to record 90.8% of the calls that were answered within 20 seconds, compared to 87.6% in the previous period, bypassing the target of 80%, while the total number of requests that were answered reached 28 thousand and 315 requests.