emirates7 - The Ministry of Finance (MoF) achieved remarkable results in customer satisfaction and service quality during the first half of 2025, largely due to the efficiency of its digital advisory platforms and call centre operations.
Performance data showed a sharp increase in customer satisfaction, which reached 96.57%, while 97.30% of inquiries were resolved during the initial call. These figures reflect the ministry’s strong dedication to service excellence, enhanced government efficiency, and the delivery of innovative and proactive digital services that elevate the overall customer experience.
Key indicators also showed marked improvement over the same period in 2024, with the ministry exceeding multiple set targets, including faster processing of customer requests, shorter wait times, and greater responsiveness to calls.
The quality performance index rose notably to 90.92%, surpassing the 80% goal and improving on the 88% recorded in the first half of the previous year. This progress highlights the MoF’s technical capabilities and continuous efforts to refine operational procedures within its call centre.
Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, attributed the call centre’s success to the ministry’s ongoing commitment to enhancing the customer experience by streamlining procedures, reducing bureaucracy, raising performance standards, and advancing digital communication tools.
“Our initiatives align with the principles of ‘The UAE Government Charter for Future Services – The UAE Promise’, which emphasises default digital service delivery, seamless and proactive engagement, and added value,” AlKhoori stated.
He noted that the call centre has become a cornerstone of the ministry’s customer happiness strategy, thanks to its quick response times, effective issue resolution, and multiple communication channels that cater to customer needs efficiently.
AlKhoori further highlighted that the ministry’s achievements would not have been possible without the preparedness of its skilled national workforce and its robust technological infrastructure, which supports operational excellence and fosters innovation.
“Our adoption of artificial intelligence and advanced data analytics has been instrumental in anticipating customer needs and delivering high levels of performance. The ministry remains committed to expanding digital services and upgrading communication platforms to further enhance the customer journey and achieve top-tier institutional performance,” he said.
In the first half of 2025, the MoF’s call centre answered 90.8% of incoming calls within 20 seconds—an improvement over the 87.6% achieved in the same period in 2024 and well above the 80% benchmark. A total of 28,315 customer service requests were handled during this period.
Additionally, the percentage of unanswered calls dropped to 1.48%, exceeding the target of 5% and improving on the 2% recorded last year. The average call duration was 4 minutes and 41 seconds, remaining under the five-minute target.
Moreover, the average hold time was eliminated entirely, with all calls being answered instantly—surpassing the target of a 15-second wait. These outcomes underscore the ministry’s commitment to delivering swift, reliable, and customer-centric services.
Performance data showed a sharp increase in customer satisfaction, which reached 96.57%, while 97.30% of inquiries were resolved during the initial call. These figures reflect the ministry’s strong dedication to service excellence, enhanced government efficiency, and the delivery of innovative and proactive digital services that elevate the overall customer experience.
Key indicators also showed marked improvement over the same period in 2024, with the ministry exceeding multiple set targets, including faster processing of customer requests, shorter wait times, and greater responsiveness to calls.
The quality performance index rose notably to 90.92%, surpassing the 80% goal and improving on the 88% recorded in the first half of the previous year. This progress highlights the MoF’s technical capabilities and continuous efforts to refine operational procedures within its call centre.
Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, attributed the call centre’s success to the ministry’s ongoing commitment to enhancing the customer experience by streamlining procedures, reducing bureaucracy, raising performance standards, and advancing digital communication tools.
“Our initiatives align with the principles of ‘The UAE Government Charter for Future Services – The UAE Promise’, which emphasises default digital service delivery, seamless and proactive engagement, and added value,” AlKhoori stated.
He noted that the call centre has become a cornerstone of the ministry’s customer happiness strategy, thanks to its quick response times, effective issue resolution, and multiple communication channels that cater to customer needs efficiently.
AlKhoori further highlighted that the ministry’s achievements would not have been possible without the preparedness of its skilled national workforce and its robust technological infrastructure, which supports operational excellence and fosters innovation.
“Our adoption of artificial intelligence and advanced data analytics has been instrumental in anticipating customer needs and delivering high levels of performance. The ministry remains committed to expanding digital services and upgrading communication platforms to further enhance the customer journey and achieve top-tier institutional performance,” he said.
In the first half of 2025, the MoF’s call centre answered 90.8% of incoming calls within 20 seconds—an improvement over the 87.6% achieved in the same period in 2024 and well above the 80% benchmark. A total of 28,315 customer service requests were handled during this period.
Additionally, the percentage of unanswered calls dropped to 1.48%, exceeding the target of 5% and improving on the 2% recorded last year. The average call duration was 4 minutes and 41 seconds, remaining under the five-minute target.
Moreover, the average hold time was eliminated entirely, with all calls being answered instantly—surpassing the target of a 15-second wait. These outcomes underscore the ministry’s commitment to delivering swift, reliable, and customer-centric services.