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87 thousand inquiries dealt with by Customers’ Virtual Assistant Service "Hamad" in 2020

Thursday March 04, 2021

The Federal Authority for Government Human Resources (FAHR) has announced that nearly 87,000 inquiries and support requests were received, through the Customers’ Virtual Assistant Service "Hamad", which is available on the Authority’s website: www.fahr.gov.ae.

In this regard, Salwa Abdullah, Director of Projects and Programs at the Authority, explained that "Hamad" service (Chatbot), responded to more than 87 thousand inquiries and support requests, submitted by over 15,000 customers without repetition. She noted that the inquiries received related to certain services provided by the Authority, such as legal advice, for technical support, approval of the Federal Government’s preferred training partners  “Maarif", as well as requests to participate in the Authority's publications,  organizational structures, job descriptions, training, and remote work.

Salwa Abdullah said: “The Virtual Assistant "Hamad", is an instant conversation window developed by the Authority making advantage of   artificial intelligence technologies. Hamad service is aimed to serve as an interactive channel of communication with customers, and provide them with technical support and advice regarding a number of the Authority's services and systems through harnessing advanced technologies to advance work system.”

She added: “This smart communication channel came as a result of the Authority’s endeavor to delight its internal and external customers and to provide them with the best services obtained as quickly and easily as possible, around the clock from anywhere.

“The Authority’s virtual assistant service automatically responds to all customer inquiries about some of its services such as training services, HR systems, legal advice, and technical support, through a dedicated conversation window.”

Salwa Abdullah revealed that work was underway to launch the second phase of "Hamad" Project, which will witness a qualitative addition to many services and options for the Authority’s customers. The most important services include enabling the employees of ministries and federal entities to complete many of their human resources procedures on their own through “Hamad”chatbot, by linking it to the self-service system of the HR Management Information System, “Bayanati”.

She pointed out that the project aims to diversify the service channels available to customers, enable Federal Government employees to access the Authority’s smart and electronic services easily, at any time and from anywhere. The key human resources procedures the Federal Government employees can perform via the chatbot 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 file data, employment contract, attendance and departure record, annual performance evaluation result,  and record of training courses attended.

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