The Ministry of Human Resources and Emiratisation has become the first government entity in the UAE to receive COPC certification, a globally accredited standard for customer experience and customer service operations.
The recognition reflects the Ministry's advanced service ecosystem and its commitment to applying international best practices that strengthen customer experience, operational efficiency and service quality. COPC is a leading global authority in setting standards for customer experience operations and call centres, with benchmarks covering governance, operational efficiency, service quality, performance management and data driven decision making.
The certification acknowledges MoHRE's sustained efforts to build stronger communication channels with the public, particularly through its Call Centre and Customer Voice system, which spans more than 17 engagement channels. These platforms support the Ministry's approach of using customer feedback to shape services and guide performance improvements, in line with the UAE's push for a more efficient and proactive government sector.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, described the achievement as a major step in the Ministry's customer experience journey. He said the certification reflects the Ministry's ability to convert feedback into tangible service improvements, noting that its communication channels handled more than 60 million engagements over the past year.
Al Alili added that the accreditation supports the UAE's broader ambitions around Zero Bureaucracy and reinforces a government model built on data, innovation and continuous improvement.
Achieving the certification took nearly a year and involved training around 40 employees across communication and customer experience teams on COPC standards and high performance management practices.
The Ministry said it will continue expanding its Call Centre and Customer Voice channels, using data analytics to strengthen service quality and translate insights into measurable improvements going forward.
News Source: Emirates News Agency
