Workforce Optimization Plan 2024
Workforce Optimization Plan 2024
The Oman Ministry of Housing and Urban Planning (MoHUP) wishes to increase its performance and efficiencies to help Oman meet the goals of Oman Vision 2040. The Ministry has decided to begin this process by starting with the following:
- Optimizing the Size, Skill Sets, and Staffing Levels of its Workforce
- Modernizing its Call Center Customer Service Operations with Artificial Intelligence (AI) and Web-based Technologies.
Ministries Objectives
The ministry has two main objectives.
The first ministry objective is a staffing solution known as “talent matching“. This is an AI driven solution that matches people to jobs, jobs to people, or outstanding workers to similar people. It matches and ranks your workforce against your jobs. It can be used to reduce your workforce keeping only the best matches, or expand your workforce identifying skills gaps and finding the staff needed to close those gaps.
The second objective is known as “customer service load reduction“. This is an AI driven solution that engages the customer with an AI avoiding load to the support staff. The AI either resolves the customers issue directly or takes one of three actions.
- Direct the customer to a human for live chat.
- Allows the customer to open a ticket for resolution.
- Allows the customer to browse a knowledge base on your website
As your team resolves tickets, so the knowledge base expands, can responses are generated to similar tickets and the A.I chatbot is able to resolve more issues.
What we supply
We are solution advisors and integrators, with over 20 years experience in the staffing industry and extensive knowledge of software integration.
All software solutions are industry leading in their field. All solutions support open integration allowing integration to over 6000 other products, including standard office productivity solutions such as Office 365 or Google Docs.
We supply:
- Expert advice as to which leading software meets the ministries objectives.
- A demonstration report on reducing your workforce.
- Industry leading software to allow the ministry to talent match and optimize its workforce on an ongoing basis.
- Industry leading software to track and reduce customer service load and optimize its call center staff.
- Training and ongoing support on all software.
- Advisory services for initial staff reduction and ongoing adjustments.
- Custom Integration services, report writing and analytics.
- A single point of technical contact and support.
An overview of our solutions.
Workforce Optimization
New software programs offer solutions to optimize the size and skill set of the MoHUP workforce. More information on modernizing and upgrading the Workforce is offered in a separate menu item labeled “Workforce”.
Capabilities of how a Workforce can be optimized using modern Human Resources Software are outlined below.
Artificial Intelligence – Artificial Intelligence (AI) can read and understand a resume, whether in digital or paper form. Personal information includes computer skills, education, work history, and other performance indicators. The system also makes available web forms for existing staff without a resume to be uploaded and profiled.
Job & Organizational Profiles Capture – Software can profile an organization and create a database of all its employees, and their duties and positions. AI can then evaluate how well the employee workforce and its skill sets meet the needs of the Ministry. Some legacy employees may have skills or hold jobs that are no longer needed. Conversely, some skill sets may be lacking or in short supply, so the Ministry may need to maintain or hire more of certain types of critical employees
Hiring Reach & Integrity Checks – Modern Human Resources Software also can assist in hiring new skilled workers. It can automatically:
- Search major Job Listing Sites
- Confirm work visa authorizations
- Perform background checks
- Validate work histories
- Confirm education credentials
- Extend hiring reach nationally or globally for critical staff
The system also offers online completion and electronic signing of all documents required of employees hired by the Ministry, thereby establishing a historical eDocument database.
Call Center Customer Service
AI driven solutions for improving the Ministry’s Call Centers will make its existing service agents more efficient. AI can quickly direct an incoming call to the proper agent or department for assistance. That agent, using efficient AI driven searching can then quickly locate solutions for the caller.
A second strategy is to off load much of the call in traffic to chatbot technology. Using human voice recognition, chatbots can direct the calls to automated knowledge bases for answer’s to callers questions. The caller can always opt for a human call service agent if need. More information on modernizing and upgrading the Call Centers is offered in a separate menu item “Call Center”.