Services to Olim Division

The Services to Olim Division is responsible for developing, managing, and improving access to the services provided to new olim and returning residents. The Division works to promote professional, high-quality, accessible service tailored to olim’s needs at every stage of absorption — continuously improving the service experience, making information more accessible, developing advanced service channels, and driving service innovation throughout the Ministry.

The Division operates as an integrated unit, built on four complementary departments that together provide broad, consistent, and tailored support for the olim public.

Service Channels Department

The Service Channels Department is responsible for developing, managing, and coordinating the Ministry's range of service channels, with the goal of giving olim accessible, convenient, and efficient ways to receive information and service.

The Department promotes a multi-channel service approach that combines digital, phone, and in-person options, allowing olim to choose the method of contact that best suits their needs. This includes the Personal Area for online transactions and personal information, the call center for information on rights and services, help with scheduling appointments and handling inquiries, the Ministry of Aliyah and Integration app, and a network of regional offices providing personal, professional service across the country.

The Department works continuously to expand digital services, improve service availability, and adapt service channels to the needs of different populations.

Senior Unit for Service Processes

The Senior Unit for Service Processes is responsible for developing and implementing the Ministry's service approach and for leading processes to improve the service provided to olim.

The Unit is engaged in the ongoing design of the support framework for new olim, continuously examining the needs of those seeking service and the service experience across every touchpoint (the "end-user journey"). As part of its work, the Unit promotes more efficient workflows, simplifies bureaucratic procedures, and implements innovative solutions based on digitization and automation.

In addition, the head of the Unit is responsible for measuring and monitoring service quality and customer experience through metrics and evaluation tools, and leads ongoing improvement processes based on data and public feedback. The Unit also promotes collaboration with other government ministries and bodies to create a well-rounded continuum of services and a holistic response to olim’s needs.

Information, Publications, and Public Outreach Department

The Information, Publications, and Public Outreach Department is responsible for making information accessible to olim and distributing it in an up-to-date, clear, and accessible way regarding rights, benefits, and services.

The Department oversees the Ministry's information and outreach activities across a range of channels, including the Ministry website, WhatsApp channel, digital and printed publications, social media, dedicated campaigns, conferences, seminars, and outreach events. The Department works to make information accessible in multiple languages and to tailor it to the needs of different populations, while ensuring the information remains reliable, clear, and up to date.

Through its work, the Department helps raise awareness of the Ministry's services, supports olim in accessing their rights, and strengthens their integration into Israeli society.

Public Inquiries and Complaints Department

The Public Inquiries and Complaints Department serves as the central point of contact for public inquiries on matters under the Ministry's responsibility.

The Department handles inquiries from new olim, returning residents, and their family members, as well as inquiries forwarded by the Ombudsman, the State Comptroller, Knesset members, ministers' offices, government ministries, local authorities, and other public entities.

As part of its work, the Department conducts thorough, professional reviews of inquiries in coordination with all relevant parties, accompanies complex cases, helps remove obstacles, assists olim in accessing their rights, and works to promote systemic solutions based on needs identified in the field. The Department also serves as a key driver of organizational learning and service improvement by analyzing trends and producing insights and recommendations to improve work processes and service.

Key Milestones in the Division's Work

• Developing and expanding a multi-channel service system for new olim
• Improving access to advanced digital services and enhancing the olim-user experience
• Simplifying bureaucratic processes and implementing service innovation
• Ongoing measurement of service quality and data-driven improvement
• Strengthening inter-ministerial collaboration to create a continuum of services
• Continuously improving access to information and outreach for olim
• Handling public inquiries and generating insights for systemic improvement