The Federal Authority for Government Human Resources (FAHR) revealed that the Unified Contact Center launched earlier this year in order to communicate with its customers and partners at the ministries and federal entities, government, semi-government and private institutions, as well as individuals, had received about four thousand calls during the first half of 2014.
The statement made by FAHR indicated that the largest share of contacts and inquiries, amounting to nearly 2400, mainly focused on the services provided by the Human Resource Management Information System "BAYANATI", and human resource procedures made available through the system. The Center also received some 800 calls inquiring about the Legal Consulting Team at FAHR, and ‘Ma’aref’ initiative for the Federal Government’s preferred training partners.
Klaitham Al Shamsi, Director of Human Resource Management Information System at FAHR explained that the Unified Contact Center aims to keep up with the great shift taking place in the Federal Government institutions in terms of the quality of services offered to clients, and in line with the Star Rating Initiative for Government customer service centers, launched by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai. She said, “The Center will greatly help strengthen cooperation between FAHR and its customers, by responding to inquiries relating to the roles assigned to FAHR, and highlighting its initiatives, projects and human resources systems launched successively at the level of the Federal Government”.
Other objectives of the Contact Center, according to Al Shamsi, include improving the quality of services provided to customers through prompt response to their inquiries and comments about FAHR’s strategic projects and initiatives such as the HR Management Information System "BAYANATI", "Ma’aref" Initiative for the Federal Government’s Preferred Training Partners, Legal Consulting Team, Human Resource Club, Distinguished Employee Program in the Federal Government "Testahal", the Committee to consider employee objections to decisions of grievance committees at their entities, Performance Management System for the Federal Government employees, and the Training & Development System.
Klaitham Al Shamsi pointed out that FAHR has formed a dedicated team of all departments and sectors to respond to inquiries and observations of different callers on the Center’s (600524524). “The calls are referred to the relevant units at FAHR to handle the issue according to the nature of service required by the callers, and the Center automatically refers a call to another employee in case the employee in charge could not respond for any reason”. she said.
She said that the Unified Contact Center enables callers to use interactive voice messaging, which allows receiving the customer orders, noting that FAHR is keen to gauge customer satisfaction with the quality of services provided by the Center after each call, to ensure its commitment to international standards.