The Federal Authority for Government Human Resources (FAHR) received more than 25 thousand telephone calls from employees of ministries and federal authorities and its partners during 2014. All the calls were made through the Unified Call Center (UCC), launched by FAHR early last year, in order to communicate with its customers including federal ministries and agencies, and partners from government, semi-government and private institutions, as well as with individuals.
In this regard Klaitham Al Shamsi, Director of HR Management Information in FAHR indicated that the largest share of contacts and inquiries (13000 calls) focused on services and HR transactions provided by the HR Management Information System, "BAYANATI", explaining that the UCC received about 3000 calls which were referred to the Legal Consulting Team, and "Ma’aref" Initiative of the Federal Government’s preferred training partners.
She said that UCC was established to keep up with the current developments taking place in the Federal Government institutions in terms of the quality services offered to clients, pointing out that the UCC contributes to strengthening cooperation between FAHR and its customers, by responding to inquiries relating to the roles and responsibilities assigned it, and the most important HR initiatives, projects and systems, launched at the Federal Government level.
Klaitham Al Shamsi said: “The Unified Contact Center aims to improve the quality of services offered to customers, provide timely responses to their calls, make advantage of their comments and suggestions regarding strategic initiatives and projects such as the HR Management Information System, "BAYANATI", "Ma’aref" Initiative of the Federal Government’s preferred training partners, Legal Consulting Team, HR Club, "Testahal" Program for Distinguished Federal Government Employees, Committee to consider objections submitted by employees of ministries and federal authorities against decisions of grievance committees at their entities decisions, Employee Performance Management and Training & Development systems and Imtyazat Program for employee discounts”.
Director of HR Management Information System revealed that FAHR had formed a specialized team representing all departments and sectors to deal with the inquiries and feedback received from callers via the Unified Call Center Number: 600524524. The team members, she added, will refer the calls to specialists within FAHR according the nature of service required by callers, noting that the UCC automatically divert calls to a replacement in case the first employee cannot respond for any reason.
She explained that the UCC allows callers to run active voice messaging options by receiving clients’ orders, stressing that FAHR is keen to gauge customer satisfaction with the quality and timeliness of services provided by the UCC after each call, as per international standards in this regard.