The Ministry of Human Resources and Emiratisation (MoHRE) has announced a record-breaking 60 million communication engagements through its Tawasul system in 2025. This surge is a direct result of the UAE’s “Zero Government Bureaucracy” (ZGB) program, which leverages artificial intelligence to streamline public services.
By integrating AI into its Call Centre, MoHRE has automated over 340,000 calls and reduced the time required for call reviews by 50%, saving more than 6,200 working hours in a single year.
The Tawasul system now utilizes 15 distinct smart channels, including WhatsApp, a revamped mobile app, and AI-driven video calls. Beyond simple inquiries, the system proactively managed 33 million awareness notifications and processed nearly 5 million account statements for establishments, ensuring high levels of transparency and regulatory compliance across the private sector.
