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e-Governance Services

Indian Workers Resource Center (IWRC)

IWRC is a welfare initiative of Ministry of Overseas Indian Affairs, GoI under the aegis of Embassy of India, aiming to handle issues pertaining to the Indian workers residing in UAE. The primary objective is to provide a 24 X 7 helpline, conduct awareness classes and counseling programs on legal, financial and social issues, also to manage a shelter home for the runaway maids and deserted house wives helping them to improve the quality of their life.

Alankit Assignments Ltd. has been appointed as Service Provider by the Embassy of India, Abu Dhabi to establish and manage Indian Workers Resource Center (IWRC) at Dubai for the benefits of the Indian Workers residing in UAE. The service provider was shortlisted and selected through a competitive bidding process issued by Counselor of the Embassy as per the eligibility and expertise required in the area. Considering the fact that, an estimated 65% of the 1.7 million Indian community are skilled and unskilled workers; an outsourced grievance redressal mechanism has always been a felt need.

The areas covered by the IWRC would be related to all issues concerning Overseas Employment and Immigration of migrant Indian workers.

24 X 7 Help line: Distressed Indians workers will be able to contact this center through a TOLL FREE telephone line from anywhere in the UAE. The calls will be attended by professionally trained and qualified counselors in the commonly spoken Indian languages and the waiting time for the caller would also be minimum. All the calls will be registered so that the caller can do future follow ups on the basis of the reference number given.

Walk-in Counters: In addition to the toll free number, the resource center will have a WALK-IN COUNTER conveniently located in Dubai to receive petitions directly from the Indian workers. The center will function between 3PM to 7PM from Saturday to Thursday. These counters will receive the petitions and provide counseling services.

Experts: The center will have experts in the field of legal, psychological and financial matters. These ONE TO ONE counseling sessions will be freely available to the Indians. Depending upon the volume, this session could be organized in various part of the country. Where the matter needs to be addressed in detail, a pre determined date and time can be allotted to the caller for a counseling session.

Receive, Register & Monitor grievance petitions: All the calls will be registered and reference number would be given to the caller for further reference. The daily, weekly and monthly reports will also be generated in the prescribed formats.

Awareness campaigns & Counseling sessions: The awareness campaigns will be organized on frequent basis, could be in the form of talk by experts, seminars, panel discussions or question answering. The issues addressed will be legal, financial and medical by experts through effective interaction. The individual personal one-to-one counseling sessions would be arranged depending on the requirements, restricted to serious issues only.

Web portal: CRM including portal will record the entire proceedings of the resource center. The experts on the panel will also have access to address the issues.

Customer Satisfaction & Evaluation: The services would also include generation of customer satisfaction reports, any shortcomings will be reviewed closely and corrective measures would be taken within the stipulated time frame.