Feedback

Improvement Actions Based on Clients Feedback

All feedback received from clients are analyzed regularly and improvement plans are taken accordingly.

Improvement Actions
Year	Source	Procedure	Impact
2020	Call Centre	Developing the administrative feedback system to stay in line with the relevant entities related to Tamkeen’s system.	Enabling Business Owners to submit financial support requests without the need of referring to client services.
2020	Call Centre	Working on organizing and arranging order of services on LMRA’s website to ensure easy access of services to clients.	Clarity and ease of available channels on LMRA’s website instead of physical attendance to submit and follow-up requests.
2020	Call Centre	Increasing the number of appointments on the Appointment Management System via opening of additional branches and the availability of most services provided.	Serving a larger number of clients and increasing the number of beneficiaries from the services provided in LMRA’s branches.
2020	Call Centre	Addition of Establishment Registration Services for cr branches without the need of the employer’s physical attendance.	Completion of the Establishment Registration process easily and smoothly be clients.
2021	Call Centre	Launching of Domestic Services platform via the Expat Management System (EMS).	Minimizing Business Employers physical attendance to LMRA by 80%.
2022	Tawasul System and Call Centre	Addition of payment feature that enables payment for all Commercial Registrations (CRs) instead of paying for each Commercial Registration (CR) separately.	Facilitating transactions and reducing the time taken for the payment process for users.
2022	Client Services - Main Branch (Sanabis)	The ability of booking an appointment on the Appointment Management System using Passport number or Gulf National ID.	Facilitating the booking of appointments for clients.
2023	Client Services - Main Branch (Sanabis)	Launching of virtual services to attain any services provided by the Client Services Directorate, where an executive service fee will be charged.	Facilitating transactions and reducing the time it takes to complete transactions.
2023	Call Centre	Launching same-day appointment booking service via the Appointment Management System.	Facilitating appointment bookings for clients.
2023	Tawasul System	Activation and use of the electronic authorization in the client service front desks.	Facilitating the completion of procedures and transactions and expediting their completion.

Last Update: 20-03-2024.