Abu dhabi: The Ministry of Human Resources and Emiratisation (MoHRE) announced that the first half of 2025 (H1 2025) saw more than 24 million interactions with its customers undertaken through its 'Tawasul' communication system.
According to Emirates News Agency, the high volume of interactions reflects the system's advanced level of readiness and efficiency, along with customer confidence in it, as it provides users with innovative, easy, and secure options for communication, while ensuring transparency and privacy.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, stated that the 'Tawasul' system aligns with government directives to provide pioneering and outstanding services. It supports the Ministry's vision to establish a competitive labour market by strengthening partnerships and developing various channels for communicating with customers. This approach aims to form the foundation for proactive and customer-centric service delivery, contributing to a future-ready economy and reinforcing the UAE's leadership in government services.
By leveraging digital transformation and artificial intelligence, the system adapts to the rapidly evolving needs of the business sector, creating a supportive environment for decision-making based on customer needs. The objective is to elevate the quality and effectiveness of services and deliver them according to the highest standards of efficiency and competitiveness, thus cementing the UAE's position as an ideal place for living, working, and investing.
The 'Tawasul' system, comprising 14 digital and electronic channels, recorded 1.2 million incoming and outgoing calls through the MoHRE call centre, including video calls and WhatsApp. These were handled by call centre staff or through self-service options, with a service quality rate of 85.2% and high customer satisfaction levels of 91.7%.
The system engages customers in determining priority services based on their needs and involves them in proposing solutions and discussing challenges. This process is supported by a centralised and secure technological infrastructure, ensuring transparency and privacy in service delivery, and enabling exceptional performance levels that align with future trends and government directives for forward-looking services.
Additionally, the MoHRE's Customer Voice System processed approximately 161,300 requests, including feedback, suggestions, thank-you notes, and technical support requests. It also facilitated around 44,000 interactions through the premium services package for 'Diamond Category' establishments, and over 41,000 proactive communication engagements by account managers. This premium service offers 'Diamond Category' beneficiaries priority in calls and transaction processing, along with an account manager service for proactive communication.
In total, the 'Tawasul' system enabled around 535,000 interactions through digital channels during H1 2025, leveraging email, chat, social media, and WhatsApp. MoHRE also sent more than 3.6 million SMS, over 10.53 million emails, and approximately 2 million WhatsApp messages as awareness notifications to customers.
Moreover, 23 Customer Councils were organised, both in-person and virtual, covering a wide range of service and labour market topics. Approximately 1.552 million invitations were sent for customers to attend these councils, aiming to enhance communication and keep partners updated on MoHRE initiatives and events.
Furthermore, the Ministry sent over 2.451 million account statements to establishments to update their owners regarding their data monthly. These statements were distributed via email and text messages, alongside a new feature that sends a summary account statement video to establishments, visually illustrating their data over the past 12 months and highlighting key labour market regulations and MoHRE initiatives.
