MoHaP showcases issuing birth certificates through WhatsApp

The new service aims to enrich customer experience and enhance communication channels with the public using a smooth and simplified methodology based on advanced systems and international best practices. It is also in line with the ministry’s plans to support the smart government objectives. 

The new WhatsApp service is part of a package of distinguished services being showcased at GITEX Technology Week, running from October 17 to 21, at the Dubai World Trade Centre.

Analysing data to process transactions
The new feature relies on artificial intelligence techniques to respond to customer inquiries through the "virtual assistant", which can learn and comprehend their needs based on their inquiries.

The virtual assistant can also analyse and evaluate customer needs according to the available data, then make the necessary decision to answer and respond accurately to their inquiries and complete transactions conveniently. 

The virtual assistant is also able to distinguish registered users and interact with the customer according to the information provided, retrieve stored data from the user's profile and end the conversation in an interactive manner.

The service was developed according to international best standards to maintain the privacy of customers where all messages exchanged are encrypted to ensure the highest levels of security and reliability.

Smart transformation
 “Taking part at GITEX Technology Week is yet another opportunity to showcase the ministry’s latest innovative services developed to ensure the comfort and satisfaction of its customers. The ministry has designed a number of online services and smart applications to facilitate customers access to its numerous services,” said Samir Al Khoury, Director of IT Department, MoHaP.

Al Khoury added that that ministry is doing its utmost to consolidate its digital systems, as part of its ongoing efforts to support the smart transformation process in which it has made great strides.

“The ministry is keen to keep pace with the latest technological solutions and adopt the latest artificial intelligence techniques to meet the requirements of the Fourth Industrial Revolution and digitise government work in accordance with the best practices and international standards in the field. We are attaching utmost attention to providing online and digital communication services, in line with the department’s forward-looking strategy,” Al Khoury noted.  

Developing Customers Experience
He emphasised that the service of issuing birth certificates through WhatsApp has helped develop customers’ experience and met their needs effectively and at a faster pace, taking advantage of the increasing usage of social media apps and the ease of using them. This comes as part of the ministry’s ongoing efforts to deliver fast and effective services, while facilitating the way transactions are conducted; thus saving more time and effort. 

Al Khoury made it clear that the interactive chat via WhatsApp can also serve customers inquire about other services, something which would enhance the accuracy and effectiveness of communication channels thanks to the artificial intelligence techniques that can raise the serviceability to better meet customer needs and help them access the integrated smart services package.