Latest news with #Younis Haji AlKhoori
Zawya
2 days ago
- Business
- Zawya
Ministry of Finance achieves record service quality results, scoring 96.57% in the Customer Happiness Index for H1 2025
97.30% of customer requests resolved from the first call Younis Haji AlKhoori: The call centre results demonstrate MoF's commitment to enhancing government performance efficiency and advancing digital communication channels to provide customers with responsive and high-quality services. Dubai, UAE: The Ministry of Finance (MoF) recorded outstanding results in customer satisfaction and service quality during the first half of 2025, driven by the effectiveness of its digital advisory channels and call centre. Performance indicators revealed a significant rise in customer satisfaction, reaching 96.57%, while 97.30% of customer requests were successfully resolved during the first call. These results demonstrate the Ministry's commitment to improving service excellence, enhancing government performance, and delivering innovative, proactive, and digital solutions that upgrade the overall customer experience. Key performance indicators demonstrated notable improvement compared to the same period last year, surpassing several pre-set targets such as the speed of processing customer requests, reduction in waiting time, and efficiency in responding to calls. Notably, the quality performance index recorded a significant increase, reaching 90.92%, exceeding the target of 80% and outperforming the 88% achieved during the first half of the previous year. This performance reflects the technical competence of MoF teams and the Ministry's ongoing efforts to enhance operational methodologies at the call centre. Enhancing Customer Experience H.E. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, emphasised that the call centre's performance during the first half of 2025 has been the result of the Ministry's steadfast commitment to improving customer experience by simplifying procedures, eliminating bureaucracy, enhancing performance standards, and developing digital communication channels. 'Our efforts align with the objectives of 'The UAE Government Charter for Future Services-The UAE Promise', which prioritises digital services by default, seamless and proactive experience, and value-added services,' H.E. AlKhoori said. 'MoF call centre has become a key pillar in achieving the Ministry's customer happiness objectives, thanks to its rapid responsiveness, effective handling of inquiries and feedback, as well as the provision of diversified communication channels that meet customers' needs with ease and efficiency.' Readiness of National Talent H.E. AlKhoori added, 'The positive results we achieved would not have been possible had it not been for the readiness of our highly qualified national cadres and the Ministry's advanced technological infrastructure, which supports operational efficiency and enables the delivery of innovative solutions. Our use of artificial intelligence and advanced data analytics has played a pivotal role in proactively meeting customer needs and achieving outstanding performance levels. The Ministry will continue to expand its digital services and upgrade communication channels to improve the customer journey and attain the highest standards of institutional excellence.' Record-breaking Performance During the first half of 2025, the Ministry's call centre successfully answered 90.8% of incoming calls within 20 seconds, a significant improvement over the 87.6% recorded during the same period last year and well above the 80% target. In total, the Ministry responded to 28,315 customer service requests in the first half of 2025. Meanwhile, the percentage of unanswered calls decreased to 1.48%, surpassing the set target of 5% and improving on last year's first-half rate of 2%. The average duration incoming calls was 4 minutes and 41 seconds, staying below the targeted five-minute benchmark. Furthermore, the average hold time was effectively reduced to zero, with all calls being answered immediately, exceeding the 15-second response target. These figures highlight the Ministry's commitment to delivering fast, efficient, and responsive services that exceed customer expectations. The Ministry of Finance continues to implement an integrated strategy to manage its customer happiness channels and call centre as part of its efforts to accelerate digital transformation and raise service quality. It launched a number of initiatives aimed at restructuring these channels to streamline operations. The Ministry also developed interactive smart screens powered by data lake system to analyse customer data and incoming requests, provide proactive, and personalised services that enhance customer satisfaction and elevate the overall experience.
Zawya
2 days ago
- Business
- Zawya
UAE: Ministry of Finance achieves 96.57% in Customer Happiness Index for H1
DUBAI - The Ministry of Finance (MoF) recorded outstanding results in customer satisfaction and service quality during the first half of 2025, driven by the effectiveness of its digital advisory channels and call centre. Performance indicators revealed a significant rise in customer satisfaction, reaching 96.57 percent, while 97.30 percent of customer requests were successfully resolved during the first call. These results demonstrate the ministry's commitment to improving service excellence, enhancing government performance, and delivering innovative, proactive, and digital solutions that upgrade the overall customer experience. Key performance indicators demonstrated notable improvement compared to the same period last year, surpassing several pre-set targets such as the speed of processing customer requests, reduction in waiting time, and efficiency in responding to calls. Notably, the quality performance index recorded a significant increase, reaching 90.92 percent, exceeding the target of 80 percent and outperforming the 88 percent achieved during the first half of the previous year. This performance reflects the technical competence of MoF teams and the ministry's ongoing efforts to enhance operational methodologies at the call centre. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, emphasised that the call centre's performance during the first half of 2025 has been the result of the ministry's steadfast commitment to improving customer experience by simplifying procedures, eliminating bureaucracy, enhancing performance standards, and developing digital communication channels. 'Our efforts align with the objectives of 'The UAE Government Charter for Future Services-The UAE Promise', which prioritises digital services by default, seamless and proactive experience, and value-added services,' AlKhoori said. 'MoF call centre has become a key pillar in achieving the ministry's customer happiness objectives, thanks to its rapid responsiveness, effective handling of inquiries and feedback, as well as the provision of diversified communication channels that meet customers' needs with ease and efficiency.' AlKhoori added, 'The positive results we achieved would not have been possible had it not been for the readiness of our highly qualified national cadres and the ministry's advanced technological infrastructure, which supports operational efficiency and enables the delivery of innovative solutions. "Our use of artificial intelligence and advanced data analytics has played a pivotal role in proactively meeting customer needs and achieving outstanding performance levels. The ministry will continue to expand its digital services and upgrade communication channels to improve the customer journey and attain the highest standards of institutional excellence.' During H1 2025, the ministry's call centre successfully answered 90.8 percent of incoming calls within 20 seconds, a significant improvement over the 87.6 percent recorded during the same period last year and well above the 80 percent target. In total, the ministry responded to 28,315 customer service requests in the first half of 2025. Meanwhile, the percentage of unanswered calls decreased to 1.48 percent, surpassing the set target of 5 percent and improving on last year's first-half rate of 2 percent. The average duration of incoming calls was 4 minutes and 41 seconds, staying below the targeted five-minute benchmark. Furthermore, the average hold time was effectively reduced to zero, with all calls being answered immediately, exceeding the 15-second response target. These figures highlight the ministry's commitment to delivering fast, efficient, and responsive services that exceed customer expectations.
Zawya
17-07-2025
- Business
- Zawya
UAE participates in 3rd G20 Finance Ministers and Central Bank Governors meeting in South Africa
Mohamed bin Hadi Al Hussaini: The UAE is committed to strengthening the international financial structure and supporting emerging markets and developing economies (EMDEs) DURBAN, South Africa: The UAE, represented by the Ministry of Finance and the Central Bank of the UAE, is participating in the 3rd meeting of G20 Finance Ministers and Central Bank Governors (FMCBG), held under the presidency of South Africa for the year 2025. The meeting took place in the city of Durban, bringing together representatives of G20 member states, invited countries, and international organisations. Led by H.E. Mohamed bin Hadi Al Hussaini, Minister of State for Financial Affairs, the UAE delegation featured H.E. Younis Haji AlKhoori, Undersecretary of the Ministry of Finance; H.E. Ebrahim Obaid Al Zaabi, Assistant Governor for Monetary Policy and Financial Stability at the Central Bank of the UAE; and Ali Abdullah Sharafi, Acting Assistant Undersecretary for International Financial Relations at the Ministry of Finance. Sustainable finance The meeting is set to explore the progress made on the 2025 priorities set by the South African presidency of the G20. It will conclude with the adoption of the official communique, which the UAE contributed to through working group comments and participation in Deputy-level drafting meetings. The discussions covers a wide range of topics, including the global macroeconomic outlook, international financial architecture, infrastructure development, international taxation, impediments to growth and development in Africa, sustainable finance, financial sector issues and financial inclusion. Strategic platform H.E. Mohamed bin Hadi Al Hussaini stated that the 3rd G20 Finance Ministers and Central Bank Governors Meeting provided a strategic platform for strengthening international coordination on global economic and financial issues as well as for advancing joint efforts to achieve economic stability and support sustainable development. He noted that the UAE's participation aimed to support the Group's global objectives and contribute actively to the development of international economic and financial policies. His Excellency emphasised the importance of adopting effective policies that ensure macroeconomic stability, including targeted fiscal support, improved institutional quality, and enhanced labour market efficiency. He stressed that the UAE is committed to strengthening the international finance structure, supporting emerging markets and developing economies (EMDEs (. This, he noted, can be achieved by reducing investment risks, mobilising private capital, providing targeted financial support, strengthening local markets, advancing structural reforms, and fostering international cooperation, efforts that collectively enhance global financial stability. H.E. Al Hussaini added that the UAE continues to pursue proactive financial policies to reinforce this approach, further contributing to long-term sustainable development. Strengthening financial markets His Excellency welcomed the progress made on international tax reform through the BEPS Action Plan, highlighting the UAE's commitment to building fair and sustainable tax systems through the country's involvement in the UN Framework Convention on International Tax Cooperation. The Minister also underscored the need to boost private sector participation in infrastructure, improve access to affordable capital through more inclusive financial markets, and advance governance and institutional capacity, highlighting these as key policy priorities to drive growth and development in Africa. Al Hussaini affirmed that policy coherence, institutional capacity, and reliable climate data are essential to overcoming barriers to sustainable finance, highlighting the UAE's experience in addressing insurance protection gaps through climate risk assessments and premium pricing frameworks and collaborative approach among financial regulators. Finance and Central Bank Deputies meetings On the sidelines of the G20 FMCBG meetings, the UAE attended the G20 Finance and Central Bank Deputies meetings on 14-16 July to discuss the statement of the G20 FMCBG. Discussions also covered recent multilateral development bank developments, pandemic response financing, growth and development in Africa, and additional communique drafting sessions of the G20. The UAE is taking part in the G20's activities 2025, which will conclude with the Leaders' Summit later this year. This marks the country's sixth participation in the G20 Summit process, following previous invitations as a guest country in France (2011), Saudi Arabia (2020), Indonesia (2022), India (2023), and Brazil (2024).
