The Federal Authority for Government Human Resources (FAHR), has announced that about 121,000 inquiries and support requests were received through “Hamad” service, from the beginning of 2021 until early October. The Virtual Assistant for the Authority’s customers, was launched in late 2019 via the Authority website: www.fahr.gov. ae.
In this regard, Shaima Al-Awadi, Director of Human Resources Information System Department at the Authority, explained that the Virtual Assistant "Hamad" chatbot, was able to respond to more than 121,000 inquiries and requests for support, submitted by more than 18,780 customers.
She indicated that the inquiries received through "Hamad" related to some of the services provided by the Authority, such as: legal advice, requests for technical support, requests for accreditation of the Federal Government’s preferred training partners "Ma’aref", requests to subscribe to the Authority's publications, review of organizational structures, job descriptions and training.
She said: “Hamad service is a conversation window developed by the Authority in 2019, employing digital transformation techniques. The aim was creating an interactive channel to communicate with customers, and providing technical support and advice to them on a number of the Authority's services and systems using advanced technologies.”
Updating employee documents through "Hamad"
Shaima Al-Awadi stated that the Authority provided the Federal Government employees, in 2021, with the opportunity of completing their human resources procedures on their own through the Virtual Assistant "Hamad", by linking the service to the self-service feature on the HR Management Information System "Bayanati". Employees can now update their personal documents in "Bayanati" system through "Hamad", review personal goals and qualifications lists in "Bayanati" system at the beginning of each year, as part of the electronic performance management cycle for Federal Government employees.
Al-Awadi said: “The step aims to diversify the service channels available to customers, to help Federal Government employees by enabling them to easily access the Authority's smart and electronic services, at any time and from anywhere.”
She added: “The key human resources procedures the Federal Government employees can perform via the Virtual Assistant Service (Hamad), include applying for leaves and permits of various kinds, requesting To Whom It May Concern letters, as well as reviewing the employee’s academic qualification, personal data, employment contract, attendance and departure record, annual performance evaluation result, and record of training courses attended.”
The Director of the HR Information System Department explained that the "Hamad" Service answers all customers' inquiries, automatically, regarding some of the Authority's services, such as training services, human resources systems, legal advice, and technical support, through a special conversation window.
This smart communication channel was created to reflect the Authority’s keenness to assist its internal and external customers by providing them with the best services obtained quickly and easily, around the clock. A new live feature has been added to allow live chat with one the Customer Happiness Center’s officials.