The Federal Authority for Government Human Resources (FAHR) announced that, since the beginning of this year until the end of last July, it received nearly 26,000 technical support requests and calls, through Customer Happiness System and Unified Call Center. Customer Happiness System was launched in August 2019, as an interactive electronic platform including all the services provided to customers.
In this regard, HE Ibrahim Fikry, Executive Director of Support Services Sector at the Authority, stressed that Customer Happiness System reflects the Authority’s keenness to ensure the provision of high quality, one-stop shop services to the ministries, federal entities, private sector institutions and the public, pointing out that the system received nearly 26,000 support requests during the first seven moths of 2020.
HE indicated that since the beginning of this year, the Authority has received nearly15800 calls through the Unified Call Center, and 10,000 support requests through the electronic Customer Happiness System, 6600 of which were related to technical support for the electronic HR systems under the umbrella of HR Management Information System in the Federal Government (Bayanati), 1,230 inquiries about HR laws, policies and legislation applied at the Federal Government level, 350 requests related to awareness and training initiatives, and 325 for supporting job evaluation and description system in the Federal Government. He added that more than 97% of the incoming requests have been processed and closed, with happiness levels about the Authority’s transactions and mechanisms for dealing with them reaching 92%.
Ibrahim Fikry added: “The Customer Happiness System is an interactive platform to provide all of the Authority's services electronically, in full integration with the other Authority's systems, such as BAYANATI and Unified Call Center, through which the customer can request the service, track the request, obtain the service, and assess the level of happiness. The system also provides timely results and indicators on the service delivery progress.”
He explained that the system includes 16 main services, serving all the 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, in operating and maintaining all electronic HR systems under the umbrella of Bayanati System applied at the Federal Government level.
Examples of these services, according to Ibrahim Fikry, include the flowing systems: HR Self-Service, e-Performance Management, Training & Development for Federal Government employees, e-Employment, HR procedure and smart reporting, Job Evaluation & Description, Attendance & Departure, Manpower Planning, and e-Approvals System.
HE Ibrahim Fikry concluded: “The newly introduced system provides many interactive services to ministries, federal authorities and the public. These include services provided via the Smart Application (FAHR), HR policies and legislation inquiry services, training request on HR policies and legislation, service to review and approve organizational structures of the federal entities and requesting support regarding the UAE HR Award in the Federal Government, and HR enablers.
“The system also allows private sector companies to apply for joining the Federal Government employees’ discount program (Imtyazat) and to request to Whom it May Concern Letter for non- Federal Government employees.”