:Description
The Ministry
has enhanced the technical and operational capabilities of the Call Centre and
made it available in 14 languages to provide its information and procedural
services through the toll-free number 80060. It has demonstrated its readiness
for the future by moving towards the digital world through an advanced digital
infrastructure that supports the continuity of the Ministry's work in times of
crisis by providing its services 24/7. The call centre receives complaints and suggestions
from customers, answers legal inquiries from workers, and provides a service
for labour complaints which are settled with the free hotline with the
establishment of a voice print for customers filing labour complaints, the
first of its kind in the world. The centre also provides self-service for
customers through interactive video conference, which allows customers to
visually and interactively communicate with call centre staff and inquire
directly about their needs.
The call centre
staff use the remote work system to complete transactions and answer calls as
the response rate has reached 97%. The Ministry is working to increase the
number and efficiency of the Centre's staff, systems used, and processes to
provide service in accordance with approved quality levels.
The Ministry's call centre which is mandated by
Office Prime Minister houses the administration of National Project, "The
Unified National Call Centre 171", to assist 29 government agencies in handling
observations, complaints, suggestions and queries from their customers.
:Objective
This consultation aims to follow up the opinions
and development proposals on the main MOHRE call centre and provide the best
services to the stakeholders in the labour market to support the achievement of
competitiveness and leadership for the UAE
:Expected Decisions of implementation
Innovative operational capabilities, work
systems and various channels that support the mechanisms of communication with
customers in the state labour market to achieve efficiency, protection and
flexibility, improve the provision of excellent information and procedural
services, as well as support the competitiveness of the labour market in the
country and the quality of life of all members of society.