The Ministry of Human Resources and Emiratisation (MoHRE) held 23 Customer Councils, both in-person and virtually, in the first half of 2025, with the participation of approximately 2,400 customers. The Councils hosted discussions to explore the challenges facing the services provided by the Ministry and proposing solutions for their development.
MoHRE held a total of 140 Councils since the initiative’s launch in 2022 until end of June 2025, with over 23,000 customers taking part.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, said: “The Ministry of Human Resources and Emiratisation is working to develop the Customer Voice system to manage and track customer feedback, ensure proper governance, and provide multiple communication channels that offer efficiency, ease, and rapid responses. Customer Councils are a prominent example of these channels, given their role in expanding communication, achieving customer satisfaction, and enhancing their participation in service development. This is in line with the UAE government’s directives to strive for leadership in government services, adhere to the Zero Government Bureaucracy programme, and transition towards a new vision in service delivery that is centred on proactivity and customer needs.”
“Customer Councils have contributed to the Ministry’s sustained successes in developing government services, especially concerning the Zero Government Bureaucracy programme, and the integration of digital transformation and artificial intelligence in all stages of service delivery” he added. “This essentially ensures we are providing proactive and direct services, rooted in a customer-centric vision, which, in turn, advances the UAE’s position as the best place to live and work in the world, while cementing its leadership in government services.”
Al Alili went on to explain that the Councils provide customers with an opportunity to express their opinions, suggestions, and aspirations directly, which enhances their sense of belonging and encourages them to participate in the development of government services. “The Councils offer a platform for customers to gain insight, in advance, into the challenges they may face, propose practical solutions for them, and explore opportunities for development and innovation in service delivery,” he noted. “This enhances trust and transparency with customers, and helps establish a sustainable and positive relationship with them. Takeaways from the Customer Councils offer a solid basis for designing and upgrading procedures and services, in line with the UAE’s aspirations for excellence and government leadership.”
The Customer Councils addressed a wide range of topics, most notably the Federal Decree-Law Concerning Domestic Workers, the voluntary ‘Savings Scheme’, digital transformation in MoHRE services, and Emiratisation policies and targets for 2025, in addition to occupational health and safety and employer obligations.
Moreover, meetings were held as part of the initiative to raise awareness about the process for choosing a Domestic Worker, procedures for renewing and amending a residency permit for their relatives, the Golden Visa programme, and establishment classifications. Discussion topics also covered the development of licensing services for recruitment agencies and domestic worker recruitment offices, among others.