29E.35 这项工作帮助确保打造一支称职、多样化、适应性强和健康的工作人员队伍，推进效率、才干及忠诚之最高标准，开展具有韧性的组织变革，这体现在，根据 1 000 多名工作人员对本次级方案的日内瓦办事处客户支助中心人力资源服务线的实时满意度调查作出的答复，所提供人力资源服务的客户满意度达到 93%。工作人员赞赏直接面对面接触，认为服务线在提交教育补助金申请方面提供了特别宝贵的支持，因为用于提交此类申请的平台在 2019 年期间从旧系统改为 iNeed/联合自助服务。这是许多工作人员第一次接触到这个新的门户网站，他们得到了关于这一最新数字技术的指导和培训，以便能够使用该工具。服务线的一位客户评论说，这个客户支助中心的成立是重要的积极一步。另一位客户说，人力资源客户代表认真倾听客户意见，知识丰富，能迅速确定谁需要采取什么行动来解决问题。客户代表通过电子邮件和电话跟进，总是让客户了解最新的发展情况，并且在 24 小时内就能看到结果。
29E.35 This work contributed to ensuring a competent, diverse, adaptable and healthy workforce, to advancing the highest standards of efficiency, competence and integrity and to ensuring resilient organizational change, as demonstrated by a 93 per cent client satisfaction rate with human resources services provided, among the more than 1,000 staff who responded to the subprogramme’s real-time satisfaction survey of the Office’s Client Support Centre human resources servi ce line. Staff appreciated the direct and personal contact and found that the service line provided particularly valuable support regarding the submission of education grant claims, because the platform used to submit such requests changed during 2019 from a legacy system to iNeed/Unite Self-Service. It was the first time many staff members were exposed to this new portal, and they were offered guidance and training on the latest digital technology so they could use the tool. One client of the service line commented that the establishment of the Client Support Centre was a major positive step. Another client stated that the human resources customer representative listened attentively to the client and was resourceful in quickly identifying who needed to undertake what action to address the matter, and that the customer representative followed up with emails and phone calls, always kept the client abreast of developments and that results were visible within 24 hours.