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E-Consultation Making

In order to engage the customers and beneficiaries of the federal human resources services, regulations, and legislation, the Federal Authority for Government Human Resources remains committed to involve its clients in decision-making through consultation and soliciting their views on the Authority website as a whole and the services it provides in particular, using various channels of communication available.

Current Consultations

Enhance and develop the Federal Authority for Government Human Resources’ Website and Services

In order to engage the customers and beneficiaries of the federal human resources services, regulations, and legislation, the Federal Authority for Government Human Resources remains committed to involve its clients in decision-making through consultation and soliciting their views on the Authority website as a whole and the services it provides in particular through the questionnaire below to get their feedback and to provide better and easier services.

Consultation Purpose and Objectives :

In order to facilitate access to its electronic services and improve them to meet the aspirations of the public and human resources professionals, the Authority always seeks to make these stakeholders partners in the decisions related to the site and services provided.

Decisions expected as a result of this consultation :

The Authority seeks to raise its services to advanced levels, and ensure that they are accessible and meet the expectations of customers. To achieve this objective, the Authority’s site is constantly being improved, and services provided based on the views and suggestions of the public.

Customer Satisfaction Survey on FAHR's Website

Planned Consultations

Development of Customer Relations Management System (CRM) in the Federal Authority for Government Human Resources

The Federal Authority for Government Human Resources is developing a Customer Relations Management System (CRM), which facilitates access to all its electronic services through one portal connected to the Authority website (fahr.gov.ae)

Consultation Purpose and Objectives :

The Authority seeks to explore the views of its customers about the system by holding a series of workshops and meetings, as well as creating an experimental environment for the system.

Decisions expected as a result of this consultation :

The Authority will solicit customers’ views and suggestions, to make the necessary updates to improves the system in a way that meets the needs of all users.

CRM E Banner

Previous Consultations

Consultation 1 : Efficiency of the Federal Authority for Government Human Resource's website.

The Authority seeks to involve its customers in the development of its website and services provided through the site. It has designed a questionnaire that measures the satisfaction and interaction of customers with the site.

Consultation Purpose and Objectives :

To develop the site in a way that meets the needs of the public and enable them to navigate easily through its contents.

Decisions expected as a result of this consultation:

The effectiveness and efficiency of the website of the Federal Authority for Government Human Resources was studied together with the users' opinions. The Authority was keen to involve customers in the development of its website and he services provided. Accordingly, it designed a questionnaire that measures customer satisfaction and interaction with the website. The questionnaire was entered into the website from January 2016 to September 2017 and included questions about The design of the website, timeliness of the information published on the site, ease and flexibility of the use, security with regard to the preservation of personal information, diversity of channels available, feasibility and effectiveness of the website as a practical alternative to traditional transactions / field visits; the Authority’s response to queries received through the site, and efficiency in terms of providing the required e- services The results of participation were 120 responses, of which 63% were UAE nationals, and 34% Arab. 50% of respondents were aged 30-39 years. 68% of the with Bachelor’s degree, Higher Diploma or Higher Studies The main observations included in the study were as follows .

Observation:

On the Authority’s various initiatives and projects and the possibility of classifying them in an easier way for the website browsers.

Action:

Proper arrangement of pages and contents of the website A list on the main page of the site containing the most visited pages of the site.

Observation:

On the website review and enrichment of the content in English to match with the Arabic version.

Action:

The Authority has launched a project to harmonize its website in Arabic and English.

(Report on the results of the study regarding the effectiveness and efficiency of the Authority website and users’ opinions).

Consultation 2 : Automated HR Services as Requested by the Public.

The Federal Authority for Government Human Resources (FAHR) deeply believes in the importance of feedback provided by the public. These suggestions and recommendations are carefully studied in a way that serves the public interest and facilitates the access to human resources services provided to federal government employees and other targeting general public via the Authority website The services that have been automated, at the request of users include salary certificates, and to Whom it May Concern Letters, which the federal government employees can request and receive electronically.

Consultation Purpose and Objectives

To facilitate access to human resources services, provided to federal government employees, and website services provided to the general public Forms: Electronic Salary Certificate and to Whom it May Concern Letter.

Decisions expected as a result of this consultation:

Taking into account the customer feedback regarding some services, the Authority added two new services to its e-services:

Electronic Salary Certificate & (Whom it May Concern Letter), which were traditionally paper-based previously.

This greatly helped improve quality of services and save time and effort for users.

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