“Human Resources and Emiratisation” will carry out more than 60 million communications with its customers through the “Tawasul” system in 2025.

The Ministry of Human Resources and Emiratisation carried out more than 60 million communications with its customers through the “Tawasul” system during the year 2025, in an indicator that reflects the outcomes of digital governance and its effectiveness in developing communication with customers, and the diversity of services provided through the system, in a way that enhances the efficiency and happiness of service recipients’ experience and at the same time supports leadership in services, digital transformation and artificial intelligence in the country and the process of zeroing out bureaucracy.

This large volume of interaction highlights the pivotal role played by the “Tawasul” system, which includes 15 smart and digital channels, especially after the Ministry of Human Resources and Emiratisation announced the integration of artificial intelligence into the Ministry’s call center, which recorded more than 3 million and 500 thousand incoming and outgoing calls, distributed between calls that were serviced through customer service employees, and others through self-services, in addition to outgoing calls and video calls received through the digital platform, the smart application and the channel. “WhatsApp”, procedural services and reports.

The inclusion of artificial intelligence in call center operations contributed to saving more than 6,200 working hours and reducing call review time by 50% in the system, while increasing the percentage of quality verification samples by 84% compared to 2% previously, which contributed to raising operational efficiency by 14%, in order to improve the customer experience and raise his level of satisfaction, improve the customer experience and speed up the response, and raise the level of performance, within the standards of innovation and competitiveness in providing government services, in addition to enhancing the levels of transparency, privacy and compliance, and achieving levels of High standards of customer satisfaction and happiness, meeting the UAE government’s standards for future services and quality of life requirements, and enhancing the country’s position among the best options for living, working and investing in the world.

This comes within the framework of an integrated governance system that ensures control of operations and risk management, in a way that consolidates the confidence of customers and business owners, and enhances the sustainability of institutional development in accordance with best government practices. This technical development also contributes to establishing a progressive model of flexibility in the labor market, enhancing the ability of establishments and individuals to quickly adapt to economic and regulatory changes, through proactive, flexible services that respond to market dynamics with high efficiency, and support business continuity and sustainable growth.

For his part, Hussein Al-Alili, Director of the Customer Voice Department at the Ministry of Human Resources and Emiratisation, said that the Tawasul system has become an essential pillar of the ministry’s government services leadership, as it effectively contributes to accelerating and developing services within the framework of a comprehensive vision to provide customer-centric services.

Al-Aleeli stressed the efficiency of the Tawasul system and its integration to provide the highest level of government services and communication with customers, within the standards of transparency, speed, efficiency and reliability, and its enjoyment of the highest standards of privacy and comprehensiveness, which enhanced the reliability of services. He pointed out that the system is a present example of the pivotal role of competencies and national human cadres, in light of the high level of services and digital readiness, and investing in the latest technology and artificial intelligence outputs in providing the best services to customers, in a way that supports the trends. The country’s ambitious leadership, applying flexibility and innovation to achieve sustainable development in services.

The results also demonstrated the pivotal role of artificial intelligence in enhancing operational efficiency and added value within the smart government work environment, through many innovative projects and initiatives, where the “converting texts into voice messages” feature succeeded in improving the efficiency of the automated response (IVR), accelerating the process of preparing instant automated responses, reducing the time required to record messages and making about 340,000 calls automatically and automatically.

Digital channels achieved remarkable interaction over the past year, as the total interaction via email, chat, social media channels, and WhatsApp amounted to about 1,200,000 interactions. The Ministry also sent more than 33 million awareness notifications, including about 20 million emails, up to 9 million SMS messages, four million messages via WhatsApp, and more than 600,000 voice awareness messages in support of efforts to raise awareness of decisions and developments, enhance compliance, and consolidate proactive communication. With dealers.

The “Customer Voice” system received about 400,000 requests that varied between comments, suggestions, and technical support, which reflects the growing culture of participation and direct communication between customers and the Ministry. Direct interaction efforts included organizing 48 customer councils, in addition to implementing dozens of awareness sessions that attracted more than five thousand participants and contributed to enhancing direct dialogue and customer participation in discussing challenges and proposing solutions. The Ministry’s work platforms also received about 156,000 customers.

In the context of enhancing transparency and making information available to establishments, about five million account statements were sent to establishments via multiple channels, including e-mail and text messages, in addition to visual statements, in addition to receiving four thousand account statement requests via the WhatsApp channel, to ensure that establishment owners are regularly informed of their data and details of their transactions.

In addition to the distinguished services provided to Diamond category establishments, the system recorded more than 77,400 incoming and outgoing communications, in addition to implementing more than 71,000 proactive communications from account managers to employers of these establishments, in addition to giving priority in answering calls, completing transactions, and addressing technical challenges, within the framework of the distinguished services package designed to meet the needs of this category efficiently and flexibly.

In the context of measuring customer satisfaction and developing services, the total communication related to opinion polls through various channels reached more than seven million and 700 thousand communications, which provides a wide database to support decision-making and improve the quality of services. The system’s performance indicators for the past year, 2025, reflected advanced levels of quality and efficiency, as the rate of customer satisfaction with call center services reached more than 91%, while the rate of quality of services provided through various channels reached more than 85%, and the average service performance level (SLA) recorded about 92.5%, which reflects the readiness of the system and its ability to respond effectively to customer requirements.