By Staff Reporter
The UAE Ministry of Human Resources and Emiratisation (MoHRE) has become the first UAE government entity to receive COPC certification, an internationally recognised standard for customer experience and customer service operations.
The certification reflects MoHRE’s efforts to strengthen service quality, operational efficiency and customer experience by adopting international best practices across its service operations.
COPC standards cover areas including governance, operational performance, service quality, performance management and data-driven decision-making.
The ministry’s Call Centre and Customer Voice system, which operates across more than 17 communication channels, played a key role in the certification. MoHRE said these platforms allow customer feedback to be analysed and used to improve government services.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, described the certification as an important milestone in the ministry’s customer experience strategy.
According to Al Alili, MoHRE’s communication channels handled more than 60 million customer engagements over the past year, providing valuable data to support service improvements.
He said the accreditation also supports the UAE’s Zero Bureaucracy initiative and its drive towards a government sector focused on data, innovation and continuous improvement.
The certification process took almost a year and included training for around 40 employees from MoHRE’s communication and customer experience teams on COPC standards and high-performance management practices.
MoHRE said it will continue expanding its Call Centre and Customer Voice services while making greater use of data analytics to improve service quality and turn customer feedback into measurable improvements.
Source: Emirates News Agency (WAM)
