The UAE’s Ministry of Human Resources and Emiratisation (MoHRE) completed over 18 million smart transactions during the first half of 2025. This achievement puts the ministry on track to double its digital service delivery compared to previous years.
The numbers tell a clear story about the UAE’s quick adoption of digital government services. MoHRE processed these transactions through its “Tawasul” platform, which handled an additional 24 million customer interactions during the same period.
Digital Platform Handles Record Traffic
The Tawasol system operates through 14 different digital channels. These include phone calls, WhatsApp messages, email support, and live chat services. During the first six months of 2025, the platform managed 1.2 million calls alone.
Customer satisfaction reached 91.7% across all digital touchpoints. The ministry achieved an 85.2% service quality rating, showing that speed and accuracy improved alongside the increased transaction volume.
MoHRE sent out 3.6 million SMS notifications to keep users updated on their applications. The ministry also delivered over 10.5 million awareness emails and nearly 2 million WhatsApp messages to businesses and workers.
Smart Services Drive UAE Vision 2031 Goals
These digital achievements support the UAE’s “We the UAE 2031” vision, which promises to double the country’s GDP to AED 3 trillion. The plan specifically targets increasing the digital economy’s share of non-oil GDP from 11.7% to over 20% by 2030.
MoHRE now offers more than 100 smart services through its website and mobile app. The ministry reduced required documents and upgraded many services to instant processing. This approach eliminates traditional bureaucracy and speeds up business operations.
The ministry processes all transactions within set timeframes, supporting the government’s Zero Bureaucracy Programme. This initiative will remove administrative delays that slow down business growth.
AI Integration Boosts Processing Speed
MoHRE integrated artificial intelligence into all operational stages. The AI systems handle routine tasks, freeing up human staff to focus on complex cases requiring personal attention. This combination improved both processing speed and accuracy rates.
The ministry’s Diamond Category service provided 44,000 specialized interactions with major establishments. Account managers handled over 41,000 proactive communications with key business partners, offering priority processing and dedicated support channels.
UAE Leads Global Digital Government Rankings
The UAE maintains its position as a global leader in digital transformation. More than 57 million people used 1,419 digital government services across the country, achieving a 91% satisfaction rate.
Dubai ranked fourth globally in the IMD Smart City Index 2025, while Abu Dhabi secured fifth place worldwide. These rankings reflect the country’s systematic approach to digitizing public services.
The UAE government completed 100% digitization of its services, saving approximately $350 million annually. This transformation supports the country’s goal of becoming the world’s most advanced digital economy.
Business Impact Reaches Every Sector
MoHRE’s digital services directly affect the UAE’s labor market, which employs millions of workers across various industries. The ministry sent 2.45 million monthly account statements to businesses via email and SMS, keeping employers updated on their workforce status.
The platform received 161,300 customer requests through its feedback system, covering suggestions, technical support, and service improvements. This direct communication channel helps the ministry adapt its services based on real user needs.
The ministry organized 23 Customer Councils during the reporting period, both in-person and virtual events. These sessions covered labor market initiatives and service updates, with 1.55 million invitations sent to business partners.
Security Standards Match International Best Practices
MoHRE’s digital infrastructure meets the highest security and reliability standards. The system handles sensitive employment data for millions of workers and thousands of businesses while maintaining user privacy.
All transactions use encrypted connections and multi-factor authentication. The ministry’s cybersecurity protocols align with international standards, protecting against data breaches and unauthorized access.
The platform’s reliability ensures 24/7 service availability, crucial for businesses operating across different time zones. Emergency support channels remain active outside regular business hours.
This digital transformation positions the UAE as a model for other countries pursuing similar government modernization programs. The success demonstrates how strategic AI integration and user-focused design can deliver measurable improvements in public service delivery.
