Linked to the judicial departments at the state level and supported by translation programs

A smart system for "remote" labor dispute resolution in the private sector

The system has been enhanced by the smart fingerprint system according to the databases registered in the Ministry.

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The Ministry of Human Resources and Emiratisation has created a smart system to resolve disputes between workers and private sector establishments remotely "electronically", with the aim of achieving more stability in the labor market and ensuring justice, and the continuity of providing basic services to customers, especially during the outbreak of the new Corona virus (Covid-19) pandemic. , Pointing out that the system used smart technologies for remote telephone communication, as it is linked with the judicial departments at the state level, and it has been reinforced by the intelligent remote translation system that dispenses with the presence of the traditional translator.

In detail, the ministry stated that it has been working since the outbreak of the Corona pandemic to find innovative solutions to ensure business continuity for the services it provides, especially in light of the pivotal role it plays in the axes of Emiratisation and the labor market for the private sector and the assistive employment sector, in a manner that ensures the provision of services according to the highest quality standards It achieves customer happiness, in addition to contributing to reducing the effects of the pandemic.

The Ministry affirmed that it has accelerated within a short period of time to develop and automate services and enact legislation that enhances the stability of the labor market of employers and workers in the private sector and the auxiliary employment sector and to protect the rights of citizens working in the private sector, noting that it has adopted during the recent period a number of innovative initiatives and projects that have been implemented Or strengthening it in the current circumstances in the face of the "Covid-19" pandemic, most notably the development of a smart system to resolve disputes between workers and private sector establishments "electronically", aimed at stabilizing the labor market and ensuring justice, ensuring the continuity of providing basic services to customers through multiple smart channels, and automating Transactions and linkages with government agencies.

The ministry said: “This system is one of the innovative initiatives that guarantee the stability of the labor market, represented by examining labor disputes, law enforcement and ministerial decisions regulating the labor relationship, and preserving the rights of both parties to work in a way that enhances the state’s reputation in international forums, especially since the labor complaints process is one of the main services. ”Presented by the ministry and affect the state’s competitiveness index in the lack of labor disputes, in which the state occupied first place for three consecutive years.

She added: “The new system for resolving disputes used smart technologies for remote telephone communication, without the need to review the customers to service centers, and it is also linked with the judicial departments at the state level, and it has been strengthened with the intelligent remote translation system that replaces the presence of the traditional translator, which means automating this. The service is 100% », noting that the system also uses the intelligent legal researcher mechanism and launches the referral file system and smart follow-up, so that the judicial documents and labor dispute documents are transferred directly to the client via text message with referral requests to the judiciary are transferred to the competent courts at the state level, to ensure continuity Providing services and stabilizing the labor market in the country ».

She explained that the system has been strengthened with the smart fingerprint system, which allows identifying the customer and describing him according to the databases recorded in the ministry, and converting the audio recording file into a database, in order to ensure integration with the remote work system, and the system also uses dispute hypotheses without human intervention.

Smart call center

The Ministry of Human Resources and Emiratisation stated that among the smart initiatives and projects it launched during the period of the "Covid-19" pandemic, the smart call center, which has become one of the main channels for communicating with the ministry, especially in light of the implementation of precautionary measures that witnessed a period during which service centers were closed. As well as stopping the reception of customers in happiness centers, pointing out that the latest technologies have been used that allow to manage the operations of the call center remotely, and to ensure the continuity of providing all management services in accordance with the specified standards.

She pointed out that she was able, through remote work systems, to effectively manage the call operations of receiving, distributing, answering and recording calls, in addition to providing customer voice services, noting that this center aimed to ensure access to the voice of the customer from various channels in the ministry, and to provide channels Smart-to-service, one-stop service integration.

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