The Federal Authority for Government Human Resources (FAHR) successfully managed over 22,000 support requests in the first half of 2024 through its "Customer Happiness System” and Unified Call Centre.
This significant engagement reflects the active participation of federal employees and customers in utilizing these systems.
Meitha Kolthoum, Director of the Strategy and Future Department at FAHR, highlighted the effectiveness of the "Customer Happiness System," which processed over 6,800 requests and achieved a commendable 93% satisfaction rate. Additionally, the Unified Call Centre handled more than 15,200 calls, boasting an impressive 95% response rate.
Recent initiatives by FAHR, including updates to the “Bayanati” system interface and the integration of generative AI, have enhanced service delivery and contributed to a reduction in support request volumes. The Unified Call Centre primarily addressed inquiries related to “Bayanati,” the Federal Government’s human resources law, and the “Jahiz” platform, which focuses on the future of government talents.
Kolthoum also noted that the compliance rate for resolving requests received through the "Customer Happiness System" reached an outstanding 99.8%. These requests mainly involved legal consultations and support for electronic HR systems.
The improvements in the "Bayanati" system interface and the adoption of advanced AI technologies have streamlined FAHR's operations, making service delivery more efficient. These enhancements have allowed the systems to handle a larger volume of requests effectively while maintaining high satisfaction and compliance rates.
FAHR’s commitment to investing in technological advancements and improving service quality is evident in the positive feedback and high engagement levels from federal employees and customers. The Authority’s focus on continuous development and excellence in human resources management aims to enhance the overall work environment and ensure that federal employees receive the best possible support.
In conclusion, FAHR’s proactive approach to updating its systems and integrating AI has proven successful in managing a substantial number of support requests while maintaining high satisfaction and compliance rates. The Authority’s efforts underscore its dedication to providing exceptional services and support to federal employees and customers.
News Source: Emirates Media Agency
