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Technical Support Request Service

 

Services provided by FAHR to support the federal entities by answering their inquiries and remarks related to HR E-procedures and receiving the technical support requests related to Bayanati systems, including the following systems along with any other systems to be added subsequently to the platform:

  • 1. Core-HR
  • 2. Self Service for Human Resources
  • 3. Security Clearance for Entities using Web
  • 4. Security Clearance for Entities using Bayanati
  • 5. Security Clearance for Local or private Entities (not using Bayanati)
  • 6. FAHR Smart Application
  • 7. Performance Management System
  • 8. User Management
  • 9. Strategic Workforce Planning
  • 10. Time and Attendance System
  • 11. Business Intelligence Reports
  • 12. Learning Management System (LMS)
  • 13. I-Recruitment
  • 14. Permits System
  • 15.Integration with Autonomous Authorities via (ESB)
  • 16.Discoverer Report

HR departments at the Federal Entities

Sub-Service

Free

To Register in Service:

  • The user should be Federal Government or Autonomous Authorities employee.
  • The user should be registered in bayanati.
  • Username should be activated by the HR department of the entity.

To use the System by the Customer:

  • Enter username and Password.
  • Determine the type of the required service.
  • Explain the issue or problem.
  • Send a support request including inquiry description and attachments (if any).

Procedures after Registration:

  • The user chooses the support form including inquiry description and attachments (if any).
  • Bayanati first level of support reviews the request.
  • The first level of support resolve the issue if possible and notify the user via email or mobile notification.
  • If any further clarification is requested, first level of support will be requesting the user for additional information.
  • If the first level of support were unable to resolve the issue, the ticket will be transferred to the second level of support.
  • Second level of support will review the ticket, resolve it accordingly if possible, and close the ticket.
  • If the second level of support analysis results found that the request was a new feature or service, the ticket will be transferred to the development department for further planning and execution.
  • The user can track his request at any time.
  • Once the request is closed, an email or notification will be sent to inform the user.

** The previous procedures period is govern in accordance with the Service Level Agreement document signed with the entity

Service Requirements through Customer Happiness System CHS:

  1. Federal Government Employee in Bayanati should have username and Password for Customer Happiness System CHS.
  2. Customer Happiness System CHS Training.
  3. User Manual (available on the website and Customer Happiness System CHS).

Service Requirements through FAHR SMART Application:

  1. Fill the service Form in the SMART APP.
  2. The form will be automatically transferred to a ticket & in the Customer Happiness System CHS.

Service Requirements through Call Center:

  1. Once the user call the Call Center number, the information of the caller (Government & Employee) will appear to Support Officer.
  2. The request with all information of the caller will be registered as a ticket in the Customer Happiness System CHS.

Service Classification

Procedural

Service Priority

No

Service Mandatory

Optional

Average time to obtain the service

Technical support Cases: (Critical 7 working hours /High 14 working hours / Medium 21 working hours / Normal 35 working hours). 

Available Languages

Arabic Language / English Language

No. of Service Surfers / Users

Service Surfers : 7421

Actual Service Users : 38556

Communication Channels

Call Center : 600525524
Phone Inquiry Timing : 7.30 am – 2.30 pm
Customer Happiness System CHS
FAHR Smart Application
Service Availability : 24 /7
 

Service Rating

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