MoHRE achieves 18 million smart transactions via 'Tawasol' in first half of 2025

The Ministry of Human Resources and Emiratisation (MoHRE) completed over 18 million smart transactions and 24 million interactions through its “Tawasol” customer engagement platform during the first half of 2025. This reflects the Ministry’s advanced digital readiness and the robust enablement of its smart digital services, which have become a cornerstone in its sustainable journey towards the future and its global leadership in labour market development, in line with the We the UAE 2031 vision of building the world’s most prosperous and globally competitive society.

The statistics and high engagement levels of customers with MoHRE’s smart services demonstrate the efficiency, reliability, and capability of its digital ecosystem in meeting the evolving needs of the labour market amidst the country’s economic growth. They also highlight the Ministry’s proactive approach in launching forward-looking services that anticipate and address customer needs.

MoHRE’s efforts to expand and enhance smart services serve as a model for sustainable progress, driven by continuous development plans and the integration of artificial intelligence (AI) into all operational stages. These efforts include launching initiatives and projects powered by AI to support modern business models, ensuring precision, reliability, and efficiency, and relying on highly trained human capital capable of leveraging advanced technologies effectively.

These achievements further support the implementation of the UAE’s ambitious strategies, including the Zero Bureaucracy Programme, the advancement and competitiveness of government services, and the country’s leadership in digital transformation. They also contribute to the UAE National AI Strategy and the government’s strategic goals related to MoHRE’s mandate—positioning the UAE as the world’s most prosperous society, a global hub for the new economy, and the most innovative and competitive ecosystem through enhanced innovation, entrepreneurship, and smart integration.

MoHRE’s smart services meet the highest standards of security and reliability, while offering speed, efficiency, and user-friendliness. They deliver competitive, business-ready solutions that ensure customer satisfaction and outstanding service ratings, reaffirming the Ministry’s digital preparedness and reinforcing compliance in the labour market by processing transactions within set timeframes.

The Ministry continues to enhance its digital and smart service systems under a comprehensive vision to boost labour market competitiveness, flexibility, and attractiveness to talent, while cementing its position as a global innovation hub. This is achieved through more than 100 smart services available via its website and mobile application, along with diverse smart communication channels, real-time service upgrades, and streamlined documentation requirements.

MoHRE announced that its customer engagement activities reached over 24 million interactions during the first half of 2025 through the “Tawasol” platform—reflecting its operational readiness, efficiency, customer trust, and the ability to communicate through innovative, easy, and secure options in a transparent and private framework.

The “Tawasol” platform comprises 14 digital and electronic channels. During the reporting period, the Ministry’s Contact Centre handled 1.2 million calls—both inbound and outbound, including video and WhatsApp calls—through both live agent support and self-service solutions.

The Contact Centre achieved a service quality rating of 85.2% and a high customer satisfaction score of 91.7%. This was driven by innovative mechanisms that engage customers in prioritising services according to their needs, contributing ideas, and discussing challenges.

The platform received approximately 161,300 requests through the Customer Voice System (covering feedback, suggestions, appreciation, and technical support). In addition, the premium “Diamond Category” services facilitated about 44,000 engagements with targeted establishments and over 41,000 proactive interactions by dedicated account managers, granting priority call handling, expedited transactions, and proactive communication.

During the same period, “Tawasol” recorded about 535,000 digital interactions across email, live chat, social media, and WhatsApp. The Ministry also sent more than 3.6 million awareness SMS messages, over 10.53 million awareness emails, and nearly 2 million awareness messages via WhatsApp.

Furthermore, MoHRE organised 23 Customer Councils, both in-person and virtually, covering a broad range of topics related to services and labour market initiatives. The Ministry issued around 1.552 million invitations to these councils to ensure partners remain informed of its latest initiatives and events.

The Ministry also sent over 2.451 million establishment account statements to business owners on a monthly basis via email and SMS, along with an innovative video statement summarising the establishment’s status over the past 12 months, key relevant details, and the latest labour market regulations and Ministry initiatives.