In this context, HE Ibrahim Ahmed Fikry, Executive Director of Support Services Sector at the Authority considered the Customer Happiness System as an excellent service platform, through which the Authority provides all its services to ministries, federal entities, private sector institutions and the public with high quality, under one umbrella. The system, in his opinion, received great interaction by the Authority customers during 2020, due to the exceptional circumstances imposed by COVID-19 pandemic, resulting in the Authority receiving over 45,000 support requests.

He said: “The Authority also received during the past year more than 31,000  calls through the Unified Call Center, and nearly 14,500 support requests through the electronic Customer Happiness System, 10,700 of which relating  to technical support for the Federal Government’s HR Management Information System "Bayanati", and 2,100 inquiries to HR laws, policies and legislation applied at the Federal Government level. Support requests include 700 related to Job Evaluation & Description System and 500 for the e-learning portal  -Al Mawrid.

“What distinguishes the Customer Happiness System is that it is an interactive platform to provide all the Authority’s services electronically, smoothly integrating with the other systems, e.g Bayanati System and Unified Call center System, through which the customer can request services, track their request, receive the service, and evaluate their satisfaction with the quality of the services provided. The system also provides results and real-time indicators about the progress of service provision.”

He added that the system includes 14 main services for all ministries, federal entities, private sector institutions and the public, and is an integrated electronic portal through which the Authority provides the necessary support to the ministries and federal authorities, to operate and maintain all electronic human resources systems under the umbrella of HR Management Information System (Bayanati) applied at the Federal Government level.

Examples of these services, according to HE, include: HR Self-Service, e-Performance Management and Training & Development for Federal Government Employees, e-Employment Systems System, HR procedure System and Smart Reports, Job Evaluation and  Description System, Attendance and Departure System, Manpower Planning, and e-Approvals System.

Ibrahim Fikry further explained that Customer Happiness System provides many interactive services to ministries, federal authorities and the public. These include services provided via the Smart Application (FAHR), e-Learning Portal (Al Mawrid), HR policies and legislation inquiry services, training request on HR policies and systems, and request to review and approve federal entities organizational structures, UAE HR Award support request, Services also include requesting support to: the UAE HR Award in the Federal Government, HR enablers, and enabling companies to request membership of Imtiyazat program and Federal Government employees to request to Whom it May Concern letters.