The Ministry of Human Resources and Emiratisation (MoHRE) has announced a landmark achievement in its digital transformation journey, recording over 60 million communication engagements through its “Tawasul” system in 2025. This milestone highlights the UAE’s strategic push towards its “Zero Government Bureaucracy” initiative and reinforces its position as a regional leader in leveraging artificial intelligence for public service enhancement.
AI Integration Drives Unprecedented Efficiency
A key driver of this success was the deep integration of AI into the Ministry’s Call Centre operations, which successfully processed 3.5 million calls. The shift to AI-powered systems yielded significant operational gains, saving over 6,200 working hours and reducing call review times by an impressive 50%.
Furthermore, the implementation of AI dramatically improved service oversight. Quality assurance sampling, the critical process for monitoring service standards, surged from a mere 2% to a comprehensive 84%, guaranteeing a more consistent and reliable experience for all users interacting with the ministry.
A Proactive Multi-Channel Approach
According to Hussein Al Alili, Director of the Customer Voice Department, the Tawasul system now operates across 15 distinct smart channels, including popular platforms like WhatsApp, video calls, and various social media networks.
Beyond simply reacting to inquiries, MoHRE adopted a proactive engagement strategy. The ministry sent out 33 million awareness notifications via SMS and email, keeping employers and employees informed about crucial updates to labor laws and compliance requirements, thereby fostering a more transparent and informed labor market.
Setting a New Standard for Digital Governance
The public response has been overwhelmingly positive, with call center satisfaction ratings climbing above 91%. By utilizing advanced technologies such as text-to-speech and automated IVR systems, MoHRE is not only improving its internal efficiency but also setting a new global benchmark for how government bodies can use technology to create resilient, business-friendly, and highly responsive public services.
About The Ministry of Human Resources and Emiratisation
The Ministry of Human Resources and Emiratisation (MoHRE) is the federal authority in the United Arab Emirates responsible for managing the labor market. Its mandate includes proposing federal laws, regulating labor relations, and overseeing the implementation of policies aimed at increasing Emiratisation in the private sector to support the nation’s economic development.
Source: MEA TechWatch
