The United Arab Emirates’ Ministry of Human Resources and Emiratisation (MoHRE) has reported a significant increase in its customer interactions for the first half of 2025 (H1 2025). The ministry’s ‘Tawasul’ communication platform witnessed approximately 24 million interactions during this period, demonstrating high user engagement and system efficiency.
This impressive number of interactions is testament to the platform’s operational readiness and robustness. Additionally, it also highlights the growing trust customers place in the system, which offers user-friendly, innovative, and secure means of communication while maintaining top-notch transparency and confidentiality.
The introduction and success of the ‘Tawasul’ system resonates with the UAE government’s vision to offer exemplary and innovative services. The initiative aligns with the MoHRE’s intent to foster a dynamic labor market by solidifying our partner relationships, innovating our communication channels, and paying heed to our customers’ needs and aspirations.
This customer-focused platform forms the bedrock of our proactive service delivery model. It opens the door to an economy that is prepared and primed for future challenges. It also strengthens the UAE’s standing as a leader in the provision of public services and expedites the realisation of the Zero Government Bureaucracy Programme.
By harnessing the power of digital transformation and artificial intelligence, the ‘Tawasul’ system stays on par with the ever-changing needs of the business sector. It promotes an environment where decisions are driven by a deep understanding of customer requirements and ambitions.
Our mission is to enhance the competence and impact of the services we render. We strive to uphold the highest standards of readiness, efficiency, and competitiveness in service delivery. Our ultimate goal is to reinforce the UAE’s reputation as the foremost place in the world to live, work, and invest.
It is noteworthy that the ‘Tawasul’ system incorporates an impressive 14 digital and electronic channels. During the mentioned period, the system logged 1.2 million inbound and outbound communications processed through the MoHRE call centre. These communications involved a range of modalities like video calls and WhatsApp, managed either by call centre personnel or via self-service avenues.
Illustrating the service’s high caliber, the call centre noted an impressive service quality standard of 85.2%. On top of that, high customer satisfaction levels of 91.7% were also achieved.
The ‘Tawasul’ system utilizes innovative methods to actively engage customers. It determines priority services according to customer needs, inviting them to propose solutions and discuss potential challenges.
All of these efforts are made viable by ‘Tawasul”s robust technological infrastructure, which centralizes information securely. The system’s advanced mechanisms contribute to transparency and privacy in service delivery, facilitating exceptional performance levels.
Alongside these benefits, the system is augmented to keep abreast with future trends. This aligns with the UAE government’s ambition and instructions to provide services forecasted on future trends and client-centric strategies.
In essence, the ‘Tawasul’ system encapsulates the vision of the UAE’s Ministry of Human Resources and Emiratisation to elevate public service to large-scale, digital-centric, and customer-focused levels.
In conclusion, the substantial interactions, high customer satisfaction, and state-of-the-art digital service platforms reported by the MoHRE’s communication system ‘Tawasul’ all consolidate the UAE’s position as an exemplary country for living, working, and investing due to its forward-thinking public services measures.
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