The Ministry of Human Resources and Emiratisation announced that it has achieved the Customer Operations Performance Center certification, making it the first government entity in the world to meet the international standard for customer experience management. This milestone validates the quality of services delivered through the ministry’s Tawasul platform, which integrates multiple digital channels for labor and expatriate affairs. The certification follows a rigorous independent audit of operational processes, performance metrics and customer satisfaction protocols. According to the ministry, the recognition highlights its alignment with global best practices in public sector service delivery.
COPC Inc. data shows that hundreds of organizations across more than 56 countries have secured certification to the standard since its launch in 1996, with the vast majority operating in private sector contact centers and vendor management. The framework evaluates leadership planning, process efficiency, staff performance and key performance indicators to ensure consistent customer experience delivery. MoHRE’s attainment of the certification sets a precedent for government bodies seeking similar external validation of their customer-facing operations. The ministry had prepared for the audit through sustained improvements to its digital infrastructure and training programs for customer service teams.
MoHRE figures show the Tawasul platform handled more than 27 million customer interactions in the first half of 2026, achieving an overall satisfaction rate of 90.4 percent across calls, chats, emails and self-service options. The contact center alone managed over 1.24 million inbound and outbound calls during that period, with many resolved through AI-assisted automation that reduced processing times. These results build on 2025 totals that exceeded 60 million engagements, reflecting steady growth in demand for the ministry’s services amid expanding economic activity. The high satisfaction levels align directly with the performance benchmarks required for COPC certification.
The certification process required MoHRE to demonstrate compliance across more than 30 operational metrics, including response times, quality assurance and continuous improvement mechanisms. Auditors examined the ministry’s ability to maintain transparency, data privacy and proactive service delivery in line with the COPC Customer Experience Standard. This external validation reinforces the effectiveness of the UAE government’s broader push toward zero-bureaucracy initiatives and smart government platforms. Officials noted that the achievement will support further enhancements to services used by both citizens and the large expatriate workforce.
Customer councils organized by the ministry engaged more than 2,500 participants in the first half of 2026, providing direct input that helped refine service offerings ahead of the certification audit. The ministry distributed nearly 2.5 million satisfaction surveys during the same period, with over 140,000 responses shaping operational adjustments. Such stakeholder engagement forms a core component of the COPC framework, which emphasizes data-driven decision making and accountability. The certification is valid for a 12-month cycle and will require ongoing recertification to confirm sustained performance levels.
MoHRE’s success arrives as governments worldwide increasingly adopt private-sector performance standards to improve public service outcomes and citizen trust. The ministry manages a wide array of labor market regulations, work permits and dispute resolutions that affect millions of residents, making efficient customer operations essential to economic stability. By earning the COPC certification, MoHRE has positioned itself as a benchmark for other public institutions in the region seeking to elevate their customer experience capabilities through structured performance management.
