In this regard, Klaitham Al Shamsi, Director of HR Management Information System at FAHR described the eSupport Services Office as one of the best global practices and systems of support management to any institution with the highest efficiency and the lowest possible cost. She pointed out that FAHR is seeking through the eSupport Services Office to offer services that conform to the highest quality standards.

She indicated that FAHR has made the eSupport Services available for all human resource departments in the ministries and federal bodies via the Web, so that they can access the system through a password that is allocated to each one of them, and record requests for support and maintenance received from the employees of these entities.

Klaitham Al Shamsi added that the system is available around the clock, and has so far successfully dealt with 1500 support and maintenance requests out of 1800 requests received during the first half of this year, stressing that FAHR is working continuously to provide the required support to the remaining requests and any other requests received by the eSupport Services Office almost daily.

She said, “The eSupport Services Office receives requests and provides  support and maintenance services exclusively to the ministries and federal agencies operating the Human Resource Management Information System (BAYANATI), and also provides electronic support services for all ministries and federal entities, including those which are not applying the system.

“The electronic system enables FAHR customers to submit and track support requests related to BAYANATI systems, including inquiries, suggestions, changes, or additions, etc., while the eSupport Services Office uses interactive voice response (IVR) technology in responding to all the requests received from customers”