The Ministry of Human Resources and Emiratisation (MoHRE) reported approximately 30 million customer interactions through its Tawasul system in the first half of 2024, marking a 61% increase from the 18.6 million interactions during the same period in 2023.
The Tawasul system leverages advanced technology to offer services characterized by speed, ease of access, transparency, security, and reliability. It features 14 smart and digital channels, including a call centre, WhatsApp chat, live chat via the Ministry’s website and app, email, video call services, social media, and more.
Hussain Alaleeli, Director of Customer Relations at MoHRE, stated that the system supports the Ministry's strategy to meet customer needs, provide quick responses, and enhance compliance with labour market regulations.
The call centre handled nearly 945,000 phone interactions over six months, achieving a customer satisfaction rate of about 91%. The Tawasul system also recorded over 459,000 digital interactions and over 2,600 social media responses. Additionally, 23 Customer Councils were held, attended by 3,500 customers, and over 4 million account statements were issued to companies.
MoHRE sent roughly 24 million messages and notifications as part of its ongoing awareness campaigns. The Tawasul system ensures transparency, privacy, and customer satisfaction, keeping pace with future trends and UAE Government requirements.
News Source: Emirates News Agency
