The Ministry of Human Resources and Emiratisation (MOHRE) is taking customer service to the next level — by directly responding to complainants aired on social media, and even way beyond office hours.
On Tuesday, a tweep @aakibmanzoor messaged @MOHRE_UAE, the ministry's official Twitter handle, over a salary-related complaint.
The exchange carried an air of exasperation on the tweep’s side. But it was respectful — the tweep did not name the company concerned.
On the microblogging site, the complainant simply stated: “A reputed real estate company didn't pay salaries, did immediate termination, not paying final settlements and didn't bother to attend Tawafuq meetings. Moreover, they think they are above law.”“Just wonder, will they get any penalty, fine or ban or is it just more than 100 employees and counting, who will suffer in all this situation?”
Within a few minutes of being tagged on the tweet, @MOHRE_UAE replied — both in Arabic and in English.
“We are sorry to hear that. Please note that you can file a complaint against the establishment in case your labor dues are not paid through the phone application, the ministry website or the call center 80060.”The complainant then replied: “But the employer is taking advantage of this thing by not coming to any appointments. Even employees, who got terminated in May 2019 are still waiting for their rights in Tawafuq Centres.”
The exchange takes transparency and customer service to a whole new level — especially on how government service centres in the UAE deal with customers.
The complainant stated: “I do not have money to live on or even to eat and from the beginning of the month, will not have any means to pay for my place. At the same time the company organizes exhibitions costing millions. Please help humanity.”
At about 10.20pm on Tuesday, @MOHRE_UAE replied: "Kindly note that if the company is not paying the salaries, the company will be automatically blocked and there will be further actions against the company."
The UAE government is spearheadingdramatic improvements in customer service, naming the five best and worst government centres in the UAE, following an evaluation of more than 600 service centres.
The complainant stated: “Well now we are done with Tawafuq and forwarded our case in labour court.”
Claim: Unpaid for 6 months
Another tweep, @Pinkylundhabi, chimed in, saying: "I am in the same situation didn’t get paid from last 6 months salary and over 1 year commission. I am from real estate too. Case is in tawafuq. Please help."
To lodge confidential complaints
MOHRE allows customers to send secret complaints through its salary system. Each complaint triggers a verification process, which will also involve the inspection of the concerned establishment.
Web complaints to MOHRE
As for salary-related complaints, the ministry uses a high-tech process on its website, assigning a QR code to every complaint lodged. The service is available in both Arabic and English.
A video tutorial is also available on the site.
MOHRE hotline
80060 (from 8:00 am to 2:00pm)
Web chat site
The ministry also has an online chat site for labour-related concerns. Customers must give their name, Emirates ID number, mobile number and Transaction ID/Work Permit/Company
The UAE’s top five performing centers have been revealed, getting a five-star rating and a two-month salary as bonus for their teams in recognition of their outstanding performance.
His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, on Saturday revealed the UAE’s five best and lowest performing service center.Taking the best centre position was Fujairah's Federal Authority for Identity and Citizenship, while Sharjah's Emirates Post received the worst ranking.
Top-ranked service centres:
- Fujairah's Federal Authority for Identity and Citizenship
- Ajman Centre-Ministry of Education
- Ajman Traffic and Licensing Centre-Ministry of Interior
- Wasit Police Station in Sharjah-Ministry of Interior
- Ras Al Khaimah Centre for Sheikh Zayed Housing Programme
Lowest-ranked service centres:
- Emirates Post Centre-Al Khan, Sharjah
- Dubai’s Muhaisnah Preventive Medicine Centre-Federal Authority for Identity and Citizenship
- Sharjah Centre of General Pension and Social Security Authority
- Bani Yas Social Affairs Centre Abu Dhabi-Ministry of Community Development
- Fujairah’s Tawteen Centre - Ministry of Human Resources and Emiratisation
“Government services are the citizens' direct contact point with their government. Improving and developing such services is a key and continuous priority,” Sheikh Mohammed said, adding: “The quality of services is a developing not fixed target. The expectations of today’s people are different from that of 5 or 10 years ago”.
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Federal government entities covered
Service centres, ministries and entities, along with ministers, managers and services provided will undergo an annual evaluation, with transparent reporting of results, Sheikh Mohammed further said.
Boldness
"We have the audacity to evaluate ourselves and our teams because the cost of hiding mistakes is high," he stressed.
Following the results, Sheikh Mohammed issued directives to immediately replace the directors of the worst centers with others who know to deal with the public.
He also ordered the director-generals of the body or authority to which the worst centres belong to closely monitor their entities and improve centers' performance in a month that he will personally visit and inspect.
“Our government is dynamic, changing and keeping pace with the aspirations of the people. Those who cannot keep up with us can rest, away from the public and field work,” the Vice President highlighted, adding that we live in an open and interconnected world and no one can mask his shortcomings.
Every worker is a star
"Every hard worker is a star and a model we celebrate. The field assessment gives us more accurate reports. We will engage citizens in evaluating services, officials, and policies that affect their lives”, Sheikh Mohammed reaffirmed.
600
Government service centres evaluated
The evaluation process has covered more than 600 service centres across the country where the results came based on extensive field studies carried out by teams from the Office of the Prime Minister.
For two months, the teams have made daily visits to various government centers in the country, followed-up on their work mechanisms and measured the satisfaction and happiness of customers.
Accordingly, Sheikh Mohammed ordered the re-training of cadres working in the least performing services centres in addition to centres that received poor and average rating.
Follow-up committee
Sheikh Mohammed also ordered the formation of a follow-up committee to develop preventive medicine services and ID centers which operate under its umbrella in the country.
As per Sheikh Mohammed’s directives, private sector centers to which the Ministry of Human Resources and Emiratisation outsourced its services, such as Tas'heel and Tadbeer, will be subjected to a comprehensive assessment of their levels of service delivery, to measure their efficiency and ability to meet the high standards adopted by the government in this field.
Not only this, the government service centers, which are among the worst rated, will have their star-rating withdrawn for the moment and will not be given back until they improve their services.
Distinguished staff at select centres
1 Mohammad Al Dhahoori, first warrant officer, Ajman Traffic and Licensing Centre
He worked at the centre for 19 years, in different sections and departments, thus gaining sound knowledge of all services and their requirements. The centre’s management decided to appoint him in-charge of the reception hall two years ago to contribute his expertise in reducing the time of customers’ journey.
He worked at the centre for 19 years, in different sections and departments, thus gaining sound knowledge of all services and their requirements. The centre’s management decided to appoint him in-charge of the reception hall two years ago to contribute his expertise in reducing the time of customers’ journey.
2 Sara Al Jasmi, Ministry of Education Centre in Ajman
She oversaw the customer happiness centre in Ajman since the beginning of this year. She runs the service centre from the reception hall. She is a certified trainer for the happiness and positivity course of the Office of the Prime Minister. She oversaw the implementation of the programme for government services’ excellence for all employees.
She oversaw the customer happiness centre in Ajman since the beginning of this year. She runs the service centre from the reception hall. She is a certified trainer for the happiness and positivity course of the Office of the Prime Minister. She oversaw the implementation of the programme for government services’ excellence for all employees.
3 Fatima Al Darma, first warrant officer, Wasit Police Station in Sharjah
She has worked for Sharjah Police for the past 19 years, performing many duties and roles perfectly. She won the Minister of Interior award for excellence in the category of “model mother” in its fifth edition. She earned a total of 64 appreciation certificates from internal and external bodies for excellence in customer service.
She has worked for Sharjah Police for the past 19 years, performing many duties and roles perfectly. She won the Minister of Interior award for excellence in the category of “model mother” in its fifth edition. She earned a total of 64 appreciation certificates from internal and external bodies for excellence in customer service.
4 Mariam Al Za’abi, Shaikh Zayed Housing Programme centre in Ras Al Khaimah
She is the head of the customer happiness department in the northern region since 2018. She won the internal award for the best head of department and the best administrative employee. She introduced many initiatives to improve the level of happiness at the centre, including the ‘we reach you wherever you are’ and ‘let’s make orphans happy’.
She is the head of the customer happiness department in the northern region since 2018. She won the internal award for the best head of department and the best administrative employee. She introduced many initiatives to improve the level of happiness at the centre, including the ‘we reach you wherever you are’ and ‘let’s make orphans happy’.
