MoHRE Achieves Historic COPC Certification as First UAE Government Entity
The Ministry of Human Resources and Emiratisation has become the first government organisation in the UAE to earn internationally recognised COPC certification, reflecting its commitment to world-class customer experience and operational excellence.
The Ministry of Human Resources and Emiratisation (MoHRE) has achieved a landmark distinction by becoming the first government entity in the United Arab Emirates to receive COPC certification, an internationally accredited standard for Customer Experience and Customer Service Operations.
This prestigious recognition underscores the Ministry’s advanced development of its service ecosystem and its dedication to implementing global best practices that enhance customer experience, operational efficiency, and service quality across all touchpoints.
COPC, a globally recognised authority in customer experience management, establishes comprehensive standards encompassing governance, operational efficiency, service quality, performance management, data-driven decision-making, and continuous improvement frameworks.
The Ministry’s achievement reflects sustained efforts to develop sophisticated communication channels and strengthen its Call Centre operations alongside a comprehensive Customer Voice system comprising over seventeen distinct communication channels between MoHRE and its customers.
Hussein Al Alili, Director of the Customer Voice Department at MoHRE, highlighted the significance of this accomplishment, emphasising the Ministry’s commitment to the highest international standards in service management whilst elevating operational efficiency and output quality. He noted that the certification represents the Ministry’s evolution from gathering customer feedback to implementing tangible improvements and delivering distinguished services.
"This accreditation extends beyond acquiring an international certificate," Al Alili explained. "It reflects our continuous efforts towards efficiency and competitiveness in developing government services and building sustainable capabilities, whilst demonstrating our readiness to advance towards Zero Bureaucracy and proactive government services."
The achievement underscores the UAE’s distinctive approach to government service development, grounded in data analysis, innovation, and continuous refinement. The Ministry processed over sixty million customer engagements during the preceding year, demonstrating the substantial scale of its operations.
The certification journey spanned nearly twelve months and involved comprehensive training for approximately forty employees specialising in communication operations and customer experience management. These professionals underwent intensive instruction in COPC best practices and high-performance management methodologies, establishing specialised talent capable of sustaining the certification’s rigorous requirements.
MoHRE remains committed to expanding its Call Centre network and Customer Voice channels, with plans to enhance data analytics capabilities for assessing customer requirements and service quality. The Ministry intends to translate these insights into measurable development initiatives, reinforcing its dedication to continuous improvement and operational excellence.
Source: WAM