Improvement Actions Based on Clients Feedback
All feedback received from clients are analyzed regularly and improvement plans are taken accordingly.
| 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 employers 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 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 | Employers Services | 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 | Employers Services | 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. |
| 2024 | Tawasul System | Launching of E-Services for domestic employee permits in line with the government’s directives towards digital transformation of services and providing all facilities to clients. | Completing domestic employees transactions electronically and reducing the client’s need to visit the centre or inquire about the status of the application. |
| 2024 | Employers Services | Launching the Virtual Service Centre for employers to provide services. | To make it easier for clients and employers to benefit from the services provided with higher quality, speed and accuracy, and contributes to providing new and innovative services. |
| 2024 | Expatriates Services | Issuance of International Bank Account Number (IBAN) for each expatriate employee. | Raising awareness of the importance of electronic banking transactions to ensure the rights of all parties, and facilitating the payment of wages through banking channels. |
| 2024 | Employers Services | Re-engineering the procedures of a number of services and reducing application requirements. | Reducing steps and procedures. |
| 2024 | Employers Services | Updating the electronic support (eSupport) system to be part of the Expat Management System (EMS). | Facilitating the submission of electronic applications and reporting of technical problems in one channel, and raise response levels. |