Sunday, May 03, 2015
The Ministry of Labor have a set of tools to identify the needs of stakeholders, which contains of two key aspects, the first: The multi-official channels which operate permanently and continuously (through the application of several approved methodologies in the ministry) such as; complaints service (Hokomati System), brainstorming with elected bodies and customers, and partners of the ministry, The open meeting with the customers, the live programs on the radio, suggestions, and the reports of the Telecommunications Regulatory Authority. The second aspect of the tool is implemented annually which is the customer satisfaction questionnaires and the mystery shopper.
The Ministry is exploring the needs of customers periodically to determine the communication channels they want, as well as the development and the opening of the new channels of communication based on the results of customer satisfaction questionnaires. The evaluation of the channels effectiveness done through analyzing the survey results, which are distributed to customers annually to implement the customer satisfaction methodology, the results showed the proportion of workers' satisfaction in providing various channels 79% in 2011 and 75% in 2012 and 77.6% in 2013, where The opening of the first channel contact center 800MOL in 2007, and Tas-heel System in 2008, the Opening of Tas-heel centers to facilitate in 2009 and 2010 and the development of the official website, 2011, the opening pages on social networking sites in 2012, and finally to provide smart services through mobile phone in 2013, with 84% users' satisfaction to services provided via smartphone in 2014
The ministry's commitment to choose and implement the customer satisfaction questionnaires and the mystery shopper as a key tool to obtain and understand the views of customers and their satisfaction or needs for the services that are offered; that comes in response to the federal directions; specifically from the PMO, which has conducted comparative studies internationally based on the global ranking of competitiveness indicators and to identify the best practices and experiences in the field of customers poll and tools used in this context, which concluded as international practice adopted by all the developed countries and leading institutions on the other hand it is reliable globally and provide an accurate and transparent results which reflect the true opinions of customers. Ensuring the right questions that measure the main objective of the studies, and implementing a scientific analysis should give the accurate and impartial results.
Sunday, November 09, 2014
The United Arab Emirates pioneered the way to provide a midday break for outdoor workers during the hot summer months, by adopting suitable legislation to ensure workers' rights and provide the right humanitarian environment to reflect our core values in society. A decade on, this initiative has become mandatory to protect labourers during the summer when temperatures are exceedingly high.
Begun in 2005, the Ministry of Labour implemented the midday break from the beginning of July till the end of August. In 2009, a survey carried out by H.E Saqr Ghubash showed that an additional month midday break would be welcomed by both employer and employee, resulting in a ministerial decision in 2010 to implement the midday break from June 15th to September 15th.
The very high rates of compliance with the legislation, which exceeds 99% confirms the employers' awareness and understanding of the mutual gains achieved, from the rest break leading to enhanced productivity.
At the Ministry of Labour, we continuously strive to innovate and integrate its technical services with high quality in accordance with the directives of HH Sheikh Mohammed Bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai to shift towards a smart government and contribute in supporting the development process.
During GITEX 2013, we launched our smartphone app in a beta version, so that our customers could keep in constant contact with us and our services. Some of the most used services on the app included procedural, informational and enquiry service such as labour card renewal, bank guarantee refund, work permit cancellation and payments for work permits. The app also includes the 'e-Netwasal' that provides services to employers and employees. You can also catch up on the latest news, while the contact us profile lists all our addresses, numbers, offices, location maps and other services.
We are keen to provide further smart services with effective functions and easy usage, as part of the UAE government strategy.
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