Description: The Ministry of Human Resources and Emiratisation has developed a customer voice system, through a system that manages the process of suggestions and comments received from customers about the services and procedures of the ministry. The system allows the follow-up and governance of all comments and suggestions received through the various approved channels, managing them in accordance with the requirements of international quality systems (ISO 10001, 10002, 10003, 10004). The system is distinguished by its ability to link with various channels such as the website, call Centre or other affiliated platforms.

Communication channels:

• Call Centre 80060

• Website: www.mohre.gov.ae

• Email: ask@mohre.gov.ae

• Tawasul platform

• Social Media Platforms

With the aim of enhancing the customer's voice system, the Ministry is implementing development initiatives to achieve customers' happiness and enhance the ability to identify their needs and requirements, as it launched the Virtual Customer Council to listen clearly and directly to all categories of customers with the Ministry (nationals, employers and workers) with the aim of involving them in the development of services and initiatives based on their needs, ideas and perceptions, to identify opportunities for improvement.

The Ministry conducts individual virtual councils periodically for the customers to discuss the most important current challenges facing them, which need quick intervention by the ministry in order to solve them. Group virtual councils are also held with a group of customers to present ideas and discuss general challenges that contribute to the development of the Ministry's services and procedures.

Goal: The customer's voice system aims to monitor customers' opinions and observations about the services provided to them, while the virtual councils implemented by the ministry aim to listen directly and clearly to the voice of customer groups to discuss root causes and solutions pertaining to comments and complaints received regarding the Ministry of Human Resources' services and procedures.