FAHR receives 22,000 support requests in H1 2024

DUBAI: The Federal Authority for Government Human Resources (FAHR) has managed over 22,000 support requests in the first half of 2024 through the "Customer Happiness System' and the Unified Call Centre. The systems have seen significant engagement from federal employees and customers. Meitha Kolthoum, Director of Strategy and Future Department at FAHR, noted that the "Customer Happiness System" processed over 6,800 requests, achieving a 93% satisfaction rate. The Unified Call Centre handled more than 15,200 calls, with a 95% response rate. Recent FAHR initiatives, including updates to the 'Bayanati' system interface and the integration of generative AI, have streamlined service delivery and reduced the volume of support requests. The Unified Call Centre predominantly fielded inquiries related to 'Bayanati', the Federal Government's human resources law and 'Jahiz' platform for the future of government talents. She stated that the rate of compliance with solving the requests received through the "Customer H appiness System" reached 99.8%, focusing on legal consultations and support for electronic HR systems. Source: Emirates News Agency