MoHRE Becomes First Government Entity in UAE to Earn COPC Certification for Customer Experience
The Ministry of Human Resources and Emiratisation (MoHRE) has received the COPC certification, an accredited standard for Customer Experience (CX) and Customer Service Operations, becoming the first government entity in the UAE to achieve this feat.
This recognition highlights the advanced development MoHRE has reached in its service ecosystem, demonstrating its commitment to implementing global best practices to enhance customer experience, operational efficiency, and service quality.
COPC: A Global Authority in Customer Experience Standards
COPC is a leading global authority in setting standards for managing and improving customer experience operations and call centers. Its standards encompass a comprehensive ecosystem, including:
- Governance
- Operational efficiency
- Service quality
- Performance management
- Data-driven decision-making
- Continuous improvement
MoHRE's Efforts and Achievements
The accreditation acknowledges MoHRE’s prolonged efforts to establish effective communication channels with customers and enhance the performance of its Call Centre and Customer Voice system. This system comprises over 17 communication channels between the Ministry and its clientele, supporting MoHRE’s strategy to integrate customer feedback into service development while leveraging data for informed decision-making and performance enhancements.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, expressed that this achievement is a significant milestone in the Ministry's journey towards enhancing customer experience. He emphasized MoHRE's dedication to adhering to international service management standards, aiming to boost operational efficiency and service quality.
"Earning this certification reflects the effectiveness of our efforts to elevate our customer experience from feedback collection to driving real change and crafting distinguished services," Al Alili stated.
He further noted that this accomplishment not only signifies an international certificate but also underscores MoHRE's continuous quest for efficiency, competitiveness in service delivery, and sustainable development of capabilities. This achievement highlights the UAE’s innovative approach to building government services on data, innovation, and continuous improvement, enabling more precise responses to customer needs.