The Ministry of Human Resources and Emiratisation (MoHRE) highlighted its smart services expansion during the first half of 2025. It completed more than 18 million smart transactions and recorded 24 million interactions through the Tawasol engagement platform. This performance reflects the UAE’s commitment to future-ready services and the We the UAE 2031 vision.
Through the smart services expansion, MoHRE continues to enhance efficiency and reliability in its digital ecosystem. The high transaction volume demonstrates the Ministry’s ability to meet evolving labour market needs while anticipating future demands. Moreover, the integration of artificial intelligence into operations ensures accuracy, speed, and customer satisfaction.
MoHRE’s smart services expansion supports the UAE’s broader strategies, including the Zero Bureaucracy Programme and National AI Strategy. These initiatives strengthen competitiveness in government services and reinforce the country’s position as a global innovation hub. By aligning with these goals, MoHRE helps build a sustainable and prosperous society.
Security and efficiency remain key priorities in this transformation. MoHRE ensures that all smart services meet top standards for safety, while delivering fast and user-friendly solutions. The Ministry processes transactions within set timeframes, ensuring compliance in the labour market.
Tawasol’s 14 digital channels handled 1.2 million calls, including video and WhatsApp, supported by both agents and self-service tools. The platform achieved a customer satisfaction rate of 91.7 percent and a service quality score of 85.2 percent. These results reflect strong engagement mechanisms, allowing customers to prioritize needs, provide feedback, and share ideas.
The Ministry sent more than 3.6 million awareness SMS messages, 10.53 million awareness emails, and nearly 2 million WhatsApp updates. Furthermore, it organized 23 Customer Councils to discuss labour market initiatives, sending over 1.55 million invitations to partners and stakeholders.
MoHRE also issued 2.45 million establishment account statements to business owners, summarizing their annual performance and relevant regulations. These efforts showcase how smart services expansion improves transparency and supports informed decision-making.
In conclusion, MoHRE’s smart services expansion is driving faster, safer, and more efficient solutions for the UAE labour market. This progress strengthens the Ministry’s global leadership in digital transformation and its role in creating a competitive, innovation-driven economy.
