Latest news with #digital solutions
Zawya
9 hours 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
6 days ago
- Business
- Zawya
Hayo launches local operations in Botswana, Liberia and Malawi to accelerate digital growth across Africa
Gaborone, Botswana – Hayo, a global innovator in digital solutions, has expanded its African footprint with new offices in Gaborone (Botswana), Monrovia (Liberia) and Lilongwe (Malawi). The strategic expansion is part of Hayo's continued investment in emerging markets to support local digital economies with digital solutions, telecoms services and on-the-ground expertise. Hayo's growing in-country presence across Africa is supporting growing demands from hyperscalers, local governments, regulators, enterprises and mobile operators. Its operations in Botswana, Liberia and Malawi will enable faster delivery of local services to support digital adoption, as well as boost capabilities for global businesses looking to scale across some of Africa's most dynamic markets. 'Local presence plays a key role in supporting businesses, enabling digital innovation and having an impact on day-to-day life across African markets. It's the only way to work effectively and closely align with unique dynamics across countries,' said Feraz Ahmed, CEO at Hayo. 'Our offices in Botswana, Liberia and Malawi are not just operational hubs, they're a long-term investment in local people, partnerships and digital progress.' The contribution of Africa's digital economy to the continent's GDP has increased from 1.1% in 2012 to 4.5% in 2020, and is projected to reach 5.2% by 2025 and 8.5% by 2050. Hayo's move into Botswana, Liberia and Malawi aims to support this growth, create local job opportunities and build stronger partnerships with national stakeholders. Its local offices will support a range of region-specific solutions, spanning GovTech, IoT, voice, messaging, cloud communications and more. 'The future of Africa's digital economy deserves to be built by local talent to serve local needs,' said Sergio Rodrigues, Director of Strategic Partnerships & Product at Hayo. 'By expanding our on-the-ground teams across key markets, we can better support communities, understand local challenges, and work with partners to build a digital ecosystem that makes a real difference to businesses and communities.' Hayo serves 100+ leading mobile operators with extensive coverage across Africa and the Middle East, as well as connecting customers globally via a growing ecosystem of 500+ partners. The news comes after the recent launch of Hayo's National Mobile Registry (NMR) platform, which supports governments in emerging markets to bring their national mobile ecosystems under control. The solution implements systems that enhance compliance, protect citizens, and unlock sustainable public revenue with a controlled entry process for mobile devices. About Hayo Hayo is a global digital service provider that is unlocking the full potential of communications, transformation and innovation in Africa, the Middle East and around the world. It combines networking, technologies, and digital solutions to deliver on-the-ground innovation that has a positive impact on local people's lives. It has extensive coverage across the African continent, as well as over 500 service provider relationships globally. Hayo provides bespoke digital solutions for governments, service providers, mobile operators, enterprises, retailers and regulators, spanning voice, SMS, CPaaS, security, IoT and more. Hayo: Bringing Innovation to Life
Globe and Mail
17-07-2025
- Business
- Globe and Mail
LTIMindtree Delivers an All-Round USD Growth of 2% QoQ
LTIMindtree [NSE: LTIM, BSE: 540005], a global technology consulting and digital solutions company, announced its consolidated results today for the first quarter ended June 30, 2025, as approved by its Board of Directors. 'We had a promising start to the year delivering broad-based growth, expanding margins, and making significant progress on our strategic priorities. Our Fit4Future program, sales transformation efforts, and pivot to AI have enhanced agility and strengthened our ability to scale for the future. While the macroeconomic environment remains challenging, I'm confident that our disciplined execution and unwavering client focus will continue to drive our performance.' - Venu Lambu, Chief Executive Officer and Managing Director Key financial highlights: Quarter ended June 30, 2025 In USD: - Revenue at $1,153.3 million (+2.0% Q-o-Q / +5.2% Y-o-Y) - Operating Margin (EBIT) at 14.3%, expands by 50 bps Q-o-Q - Net profit at $147.0 million (+12.6% Q-o-Q / +8.0% Y-o-Y) In INR: - Revenue at Rs. 98,406 million (+0.7% Q-o-Q / +7.6% Y-o-Y) - Net profit at Rs. 12,546 million (+11.2% Q-o-Q / +10.5% Y-o-Y) Other highlights: Clients: - 741 active clients as of June 30, 2025 - $1 million+ clients increased by 14 on a Y-o-Y basis, total 404 - $5 million+ clients increased by 11 on a Y-o-Y basis, total 159 - $10 million+ clients increased by 3 on a Y-o-Y basis, total 90 - $50 million+ clients increased by 2 on a Y-o-Y basis, total 14 People: - 83,889 professionals as of June 30, 2025 - Trailing 12-month attrition was 14.4% - Utilization (ex-trainees) at 88.1% Deal Wins A global agribusiness leader selected LTIMindtree to implement an AI-driven model for application management, infrastructure support, and cybersecurity services. This suite of IT services includes SAP S/4HANA, ServiceNow, Microsoft Azure, and AI frameworks and focuses on efficiency and growth, driven by vendor consolidation. A global leader in professional services has chosen LTIMindtree as part of their supplier consolidation initiative spanning Client Technology, Enterprise Technology, and Information Security. A major European financial institution chose LTIMindtree as its long-term transformation partner to migrate from a legacy system to a flagship Transaction Processing Platform, integrating Gen AI and automation in the solution to accelerate delivery. Selected as a strategic partner by a leading digital company in the Middle East to manage their supply chain and digital landscape. A major utility company has engaged LTIMindtree to support the management and integration of applications across multiple ERP systems. A foreign government organisation has entrusted LTIMindtree with implementing a digital transformation initiative to overhaul its tax system and modernize the tax administration process. A leading recycling organisation in the Nordics has chosen LTIMindtree for a Managed service deal. A leading US-based Oil & Gas major has entrusted LTIMindtree with a multi-delivery contract to cater across Cloud, Data, SAP, and AI services. Partnerships LTIMindtree was honored with the 'Diversity in Security' award at the 2025 Microsoft Security Excellence Awards event, organized by the MISA. This award emphasizes the company's dedication to promoting inclusive security teams and providing innovative security solutions seamlessly integrated with Microsoft technology for clients around the world. LTIMindtree was honored to be named 'Google Partner of the Year 2025 for Industry Solutions in Manufacturing' for the second year in a row. LTIMindtree has been named a premier partner for AWS's RAPID GenAI assessment program. The program covers use case validation, data security, performance testing, migration, and integration, enabling faster deployment and co-investment in pre-sales. LTIMindtree has been named the '2025 Databricks Business Transformation Partner' of the Year. Presented at the annual Data + AI Summit, the award highlights LTIM's exceptional contributions to driving data and AI-led transformation across industries. LTIMindtree is recognized as the 'FY25 India Partner of the Year' by Boomi. As a valued Boomi partner, LTIMindtree has been instrumental in assisting joint customers in optimizing their business operations through Agentic AI, intelligent connectivity, and automation solutions. At the annual Snowflake Summit 2025, LTIMindtree was honored with the 'Manufacturing & Industrials Data Cloud Services Partner of the Year' award by Snowflake, the AI Data Cloud company. Recognitions LTIMindtree positioned as a Leader in ISG's Provider Lens™ SAP Ecosystem 2025 for 'RISE with SAP Implementation' and 'SAP Business AI & BTP services' globally. LTIMindtree positioned as a Leader in ISG's Provider Lens™ Evaluation for Duck Creek Services Ecosystem 2025. LTIMindtree recognized as a Leader in HFS Horizons: Energy & Utilities Service Providers, 2025. LTIMindtree recognized as a Leader in Everest Group: Talent Readiness for Next-Gen Application Services PEAK Matrix® Assessment 2025. LTIMindtree recognized as Major Contenders in Everest Group: Microsoft Modern Work Services PEAK Matrix® Assessment 2025. LTIMindtree recognized as Major Contenders in Everest Group: Intelligent Process Automation Solutions PEAK Matrix® Assessment 2025. LTIMindtree recognized as Major Contenders in Everest Group: Life Sciences Enterprise Platform Services PEAK Matrix® Assessment 2025. LTIMindtree recognized as Major Contenders in Everest Group: Healthcare Data, Analytics and AI Services PEAK Matrix® Assessment 2025. LTIMindtree recognized as Major Contenders in Everest Group: Life Sciences Digital Services PEAK Matrix® Assessment 2025. LTIMindtree recognized as a Disruptor in HFS Horizons: Insurance Services, 2025. About LTIMindtree LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by 83,000+ talented and entrepreneurial professionals across more than 40 countries, LTIMindtree — a Larsen & Toubro Group company — solves the most complex business challenges and delivers transformation at scale. For more information, please visit
Fox News
06-05-2025
- Business
- Fox News
Property
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