Abu Dhabi to streamline access to all government services

Abu Dhabi has launched a new program to streamline its operations and reduce the time needed to access its services.

During the pilot phase of Abu Dhabi’s Effortless Customer Experience program – rolled out across three government entities – the amount of interaction and time required to access a service or complete a transaction was reduced by almost 50% % on average.

The program, launched by Sheikh Khaled bin Mohamed, a member of the Abu Dhabi Executive Council and chairman of the Abu Dhabi Executive Office, aims to create fewer touchpoints and enable faster turnaround times.

It’s not about being the fastest, it’s about being effortless. Our end goal is to be the easiest government in the world

Saeed Al Mulla, Abu Dhabi Executive Office

For example, the parking permit application previously had 25 touchpoints, required five documents, and took 15 minutes to complete. With the customer experience program, the number of interaction points was reduced to seven, only three documents were required and it took four minutes to complete.

The new model will allow people to buy a home the same day or start a business remotely.

“Yes, we want to be digital, yes, we want to be sitting at home using these services, but if I’m sitting at home and using my service on an app, but it takes 20 to 30 steps, then I prefer to go to the center and take care of that,” said Saeed Al Mulla, executive director of the customer experience sector at the Abu Dhabi executive office.

“So the point is, effortless steps and that’s where we’re kicking off today.

“It’s not about being digital government first, it’s not about being the fastest government – ​​I can tell a doctor you have to screen that patient in under five minutes, but I don’t think a patient wants to be screened in five minutes and no doctor wants to be under that pressure.

“So it’s about how can I make this effortless for customers.”

The new program allows everything to be completed electronically, making it easier for seniors or those who might otherwise face accessibility issues on site.

“Effortless, how much effort do I have to put in as a customer? It’s all of that put together with the right balance for the customer to feel it’s effortless,” Mr. Al Mulla said.

“I didn’t get tired when I got the serve, it was so easy for me, and that’s from when I think about using the serve until I get it.

“It’s not about being the fastest, it’s about being effortless. Our end goal is to be the easiest government in the world.”

The launch follows a successful pilot phase in three government entities – the Department of Municipalities and Transportation, the Department of Economic Development and the Department of Community Development.

Over the next three years, it will be rolled out to all government departments in Abu Dhabi.

“The launch of this first-of-its-kind program in the Middle East reflects our commitment to transforming the customer experience across government and becoming a leader in this exciting and growing field,” said Mr. Al Mulla.

“The Government of Abu Dhabi has always put people at the heart of everything it does. The launch of the program is an extension of those efforts, allowing people – whether living here or visiting – to complete every task quickly, easily and effortlessly.

Updated: March 23, 2022, 6:30 a.m.

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Ashley C. Reynolds