The Tawasul System of the Ministry of Human Resources and Emiratisation (MoHRE) conducted over 30 million interactions with customers in 2022 and achieved 91% customer satisfaction and complaint resolution. The system includes 12 digital and online channels, such as a call center, WhatsApp chat, live chat, email, video and voice calls, Customer Voice system, Customer First Virtual Forum, account statements, social media accounts, Interactive Voice Response system, and informative notifications for employers, employees, and technical support.
Aisha Belharfia, MoHRE’s Assistant Under-Secretary for Labour Affairs, said, that the Tawasul System is a 24/7 customer service system implemented by the MoHRE in the UAE. The system was built on trustworthy technology to ensure privacy and transparency, and is equipped to keep up with emerging trends and meet the UAE Government’s commitment to futuristic services.
She added, that over 12,000 training hours were conducted to ensure quality customer service and quick response times. The Tawasul system is the main access point for customers to inquire and file complaints related to labor market laws and regulations.
In 2022, MoHRE’s call center handled over 1.9 million calls, with digital interactions reaching half a million, and nearly 24 million text messages and emails were sent to employers and employees to create awareness of labor laws and services. The Customer Voice System received 258,000 requests, and 27 virtual sessions were held with customers through the Customer First Virtual Forum, attended by over 5,000 customers.
The Ministry recently sent 3.5 million account statements to employers to improve compliance with labor laws and enhance stability. Additionally, they hosted 27 virtual sessions through the Customer First Virtual Forum, with over 5,000 attendees learning about the latest laws and services related to labor regulations.