MoHRE's 'Tawasol' system records over 24 million interactions in first half of 2025

Dubai: The Ministry of Human Resources and Emiratisation (MoHRE) announced that its 'Tawasol' communication system recorded over 24 million interactions with customers during the first half of this year. This significant number highlights the system's readiness, efficiency, and the trust users place in its innovative, user-friendly, and secure communication options, all within a framework of transparency and privacy.

Hussain Al Alili, Director of the Customer Voice Department at MoHRE, stated that 'Tawasol' aligns with the government’s vision for service excellence and supports the Ministry’s objective of fostering a competitive labor market. This is achieved by strengthening partnerships and developing diverse models for engaging with customers, with a key focus on listening to customer needs and aspirations to launch and enhance proactive services.

Al Alili further emphasised that the system keeps pace with the rapidly evolving needs of the business sector, creating a pioneering environment that supports decision-making based on customer insights. By leveraging digital transformation and artificial intelligence, 'Tawasol' elevates the quality and efficiency of services to the highest standards of competitiveness and readiness, reinforcing the UAE’s status as one of the world’s best places to live, work, and invest.

The 'Tawasol' system operates through 14 digital and electronic channels. During the first half of the year, the Ministry’s call center handled over 1.2 million inbound and outbound calls, including voice, video, and WhatsApp, managed by staff and through self-service options. The call center achieved an impressive service quality rate of 85.2% and a high customer satisfaction rate of 91.7%. This performance is driven by innovative mechanisms that engage users in prioritizing services based on their needs, proposing solutions, and discussing challenges.

Additionally, the Ministry received approximately 161,300 submissions through the Customer Voice platform, encompassing feedback, suggestions, thank-you notes, and technical support requests. The system also facilitated around 44,000 communications with targeted businesses as part of premium services for platinum-tier customers. Dedicated account managers engaged in over 41,000 proactive communications, offering platinum-tier customers priority in response time, transaction processing, and direct communication.

'Tawasol' recorded nearly 535,000 digital interactions in the first half of the year across various channels, including email, live chat, social media platforms, and WhatsApp. The Ministry also sent over 3.6 million awareness SMS notifications, more than 10.53 million emails, and approximately 2 million awareness messages via WhatsApp.

Furthermore, 23 in-person and virtual customer councils were held in the first half of the year, covering a wide range of topics related to services and labor market initiatives. Approximately 1.552 million invitations were sent for these sessions to enhance engagement and keep partners informed of the latest initiatives and activities.

Over 2.451 million monthly account statements were sent to business owners via email and SMS to keep them updated on their establishments. A new video-based summary statement was also introduced, providing a visual overview of an establishment’s status over the past 12 months, including relevant updates on labor market regulations and Ministry initiatives.

'Tawasol' is one of the interactive service platforms provided by the Ministry of Human Resources and Emiratisation (MoHRE) in the United Arab Emirates. It allows customers to contact the Ministry, submit inquiries and complaints, and track the status of their requests.

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