Key Takeaways
- In 2025, digital governance at the UAE MoHRE boosted customer interactions to over 60 million through the Tawasul digital system.
- The Tawasul system includes 15 integrated channels for inquiries, requests, and complaints, enhancing service delivery.
- AI technologies enabled MoHRE’s call center to handle more than 3.5 million calls, featuring automated responses and self-service options.
- Customer engagement increased via multiple platforms like mobile apps, emails, and WhatsApp for reporting issues and tracking services.
- MoHRE’s digital governance strategy supports national initiatives aimed at modernizing public services and improving accessibility.
Digital governance at the UAE Ministry of Human Resources and Emiratisation (MoHRE) significantly increased customer engagement in 2025. Digital governance MoHRE customer interactions exceeded 60 million during the year. The communications were handled through the ministry’s Tawasul digital system, which connects the government with businesses, employees, and the public. The figure reflects the expansion of digital services and the growing use of online communication channels across the UAE labour market.
Digital Governance Expands MoHRE Customer Interactions
The digital governance MoHRE customer interactions were processed through 15 integrated digital channels within the Tawasul system. These channels allow customers to submit inquiries, requests, complaints, and service applications. The system operates through web platforms, smart applications, and messaging services.
The ministry introduced digital governance measures to simplify procedures and improve service delivery. These measures aim to reduce administrative complexity and speed up communication between the government and labour market participants.
AI Call Centres Support Digital Governance Services
Artificial intelligence technologies were integrated into MoHRE’s communication infrastructure. The ministry’s AI-enabled call centre handled more than 3.5 million calls in 2025. The centre processed both inbound and outbound communications.
Calls were managed through automated response systems and human customer service representatives. The system also supports video calls and smart self-service features. These tools allow users to resolve requests without visiting service centres.
Multiple Platforms Increase Customer Engagement
The digital governance MoHRE customer interactions also occurred through several online platforms. Customers used the ministry’s mobile application, official digital portal, email, and WhatsApp messaging service to communicate with the ministry.
These platforms allow users to report labour issues, obtain service information, and track application status. The ministry expanded these channels to improve accessibility and provide faster responses.
The digital governance strategy supports national initiatives aimed at modernizing public services. These initiatives include programs designed to reduce government bureaucracy and increase digital service adoption. Through these efforts, MoHRE continues to expand smart services and digital communication tools for the UAE labour market.