The Federal Authority for Government Human Resources (FAHR), revealed that it received at the end of 2019, more than 17,300 technical support requests, via the Customer Happiness System and Unified Call Center associated with it, within only four months. It should be noted that the Authority launched the system in August 2019 as an interactive electronic platform for customers, to provide them with all the services they need.
Further explaining the statement, Wafa Amiri, Director of Information Technology Department at the Authority, stressed that Customer Happiness System reflects the Authority’s keenness to ensure the provision of of high quality, one-stop shop services to the ministries, federal entities, private sector institutions and the public, pointing out that the system received nearly 17,300 support requests in just four months.
She said: “During these four months, the Authority received more than 12,300 calls through the Unified Call Center, and nearly 5,000 support requests via the electronic Customer Happiness System, of which 1220 were related human resources procedures system, 670 inquiries about human resources laws, policies and legislation applied at the Federal Government level, and 590 support requests related to the smart application (FAHR).
“The Authority also received nearly 400 support request concerning self-service function under the Federal Government’s HR Management Information System (BAYANATI), and 350 requests connected with the Job Evaluation & Description System.”
Wafaa Amiri added: “The Customer Happiness System is an interactive platform to provide all of the Authority's services electronically, in full integration with the other Authority's systems, such as BAYANATI and Unified Call Center, through which the customer can request the service, track the request, obtain the service, and assess the level of happiness. The system also provides timely results and indicators on the service delivery progress.”
She explained that the system includes 16 main services, serving 67 ministries, federal entities, private sector institutions and the public, and is an integrated electronic portal through which the Authority provides the necessary support to the ministries and federal authorities, to operate and maintain all electronic human resources systems under the umbrella of HR Management Information System (BAYANATI) applied at the Federal Government level.
Examples of these services, according to Wafaa Amiri, include the flowing systems: HR Self-Service, e-Performance Management, Training & Development for Federal Government employees, e-Employment, HR procedure and smart reporting, Job Evaluation & Description, Attendance & Departure, Manpower Planning, and e-Approvals System.
She concluded: “The newly introduced system provides many interactive services to ministries, federal authorities and the public. These include services provided via the Smart Application (FAHR), HR policies and legislation inquiry services, training request on HR policies and legislation, service to review and approve organizational structures of the federal entities and requesting support regarding the UAE HR Award in the Federal Government, and HR enablers.
“The system also allows private sector companies to apply for joining the Federal Government employees’ discount program (Imtyazat) and to request to Whom it May Concern Letter for non- Federal Government employees.”