UAE ministry unveils ‘Tawasul 171’ initiative

DUBAI / Emirates Business

The Ministry of Human Resources and Emiratisation launched the unified National Call Center, Tawasul 171, within the framework of the initiatives approved by the Federal Government Services Continuity Committee.
Tawasul 171, an initiative launched in the context of enhancing coordination and concerted efforts between the government and private sectors to support national efforts in facing the challenges of Covid-19, with complete support and expertise of the Jumbo Group, through its Jumbo Enterprise Solutions, in managing call center
operations.
A trained work team is fully prepared to answer customer enquiries and provide adequate information on the services of 35 UAE government entities, efficiently and professionally throughout the week and around the clock in Arabic and English, via the toll-free number 171 and on WhatsApp, via the number 047771777.
HE Saif Ahmed Al Suwaidi, Undersecretary of the Ministry of Human Resources and Emiratisation for Human Resources Affairs, stated: “The launch of the unified National Call Center (Tawasul 171) reflects the dedication to provide government services to customers in innovative ways that achieve their aspirations and happiness, in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai.” Praising the cooperation of partners from various government entities in operating Tawasul 171 during its first stage; including the ministries of the Interior, Economy, Cabinet and Future Affairs, Education, the Ministry of Culture and Knowledge Development, the Insurance Authority, the General Authority for Pensions and Insurance, the Emirates Authority for Standardisation and Metrology, as well as Jumbo Group.

Mohammed Bin Taliah, Assistant Director General for Government Services Sector at the Prime Minister’s Office in the Ministry of Cabinet Affairs and the Future Head of the Federal Government Services Continuity Committee highlighted the UAE government’s keenness to innovate and adopt solutions that pre-empt challenges and ensure the best levels of readiness and flexibility are achieved in government work. He added: “The unified National Call Center reflects an integrated government vision, based on providing services at any time and place, thus facilitating the customer journey and enhancing the wellbeing for the UAE community.”
Arvind Agrawal, Jumbo Group CEO, said: “We are facing an unprecedented challenge that requires us to join hands to fight Covid-19 outbreak. Jumbo Group is committed to support government and community efforts to reduce the impact of the virus. We are keen to harness our technical and human expertise to support the center, especially in light of the current crisis that requires providing prompt service in line with the efforts of the UAE government to prevent the spread of coronavirus.”
The unified National Call Center works in accordance with the best international practices and specifications in receiving customer enquiries and processing them efficiently, through an integrated program for managing customer relations. The outputs of the work system are monitored periodically with direct supervision from the Ministry of Human Resources and Emiratisation, the authority supervising the center, and in cooperation with Telecommunications Regulatory Authority.