Abu Dhabi Programme for Effortless Customer Experience
Built on a human-centric approach, ‘Abu Dhabi Programme for Effortless Customer Experience’ aims to provide seamless and effortless customer experiences for everyone seeking Abu Dhabi Government services. It is benchmarked against international standards for customer experience in government and supported by 80 toolkits and case studies from 20 countries.
Through a comprehensive and collaborative approach, the programme addresses the entire customer experience across four dimensions:
- strategic direction
It is also based on five strategic drives to enhance customers’ experiences:
- developing a ‘Customer Experience Policy and Guidebook’ which outlines roles and setting service delivery standards to promote customer’s experiences across all service delivery channels
- prioritising services for customers’ journeys
- establishing a bespoke design lab with best-in-class partners
- developing the capabilities of customer experience agents to enable them to provide world-class services
- establishing a pioneering measurement model, with a focus on ‘Customer Effort Index.’
Abu Dhabi Government will implement a comprehensive training programme to empower its local entities to enhance their customer experience expertise.
TAMM Mobile Solutions
The mobile solutions of TAMM-Abu Dhabi Government enable vulnerable groups and people living in remote areas in the emirate of Abu Dhabi, to access digital services from any location and at any time.
Launched as part of the ‘TAMM cares’ initiative, the mobile solutions include: ‘TAMM Van’ and ‘TAMM Mobile Service Centre’.
Through ‘TAMM Van’, people of determination, senior citizens and residents and others who cannot visit TAMM service centres can request a TAMM mobile vehicle to come to their location by calling the Abu Dhabi Government Contact Centre at 800-555. They can complete their transactions at the comfort of their homes or any place convenient to them.
Meanwhile, ‘TAMM Mobile Service Centre’ is for people living in remote locations. It aims to bring government services closer to Abu Dhabi’s community and save their time and effort. The service will be implemented at Al Hudayriat island first, with more locations to be added .
The mobile service centre includes a waiting area, a one-on-one assistance corner and a self-service area where customers can conveniently complete their transactions. It also offers a ‘drive-through’ service to enable individuals to avail of government services without leaving their vehicles.
These mobile solutions aim to improve the quality of life in Abu Dhabi by facilitating faster access to government services, reaching various segments of society and engaging them in creating a more enhanced government experience.
Abu Dhabi Open Data
The Abu Dhabi Open Data portal was launched to build the foundational capabilities of the data management agenda across the government of Abu Dhabi.
Abu Dhabi’s ‘Once only’ policy for services
Under the ‘Once only’ policy, users or consumers of Abu Dhabi Government’s services will be relieved from submitting supporting documents every time they apply for a service. To benefit from this policy, users will submit their documents only once via the central website of Abu Dhabi Government.
This data will be saved and shared with government entities and companies via the Abu Dhabi Connect Platform, which is the only digital platform to provide and share digital information with government entities and companies.
The ‘Once only’ policy will facilitate transactions by:
- reducing the number of documents required for each transaction
- easing procedures of services
- ensuring seamless use of data in a secure way.
Once only is the first policy of its kind in the region to enhance government’s digital transformation.
TAMM-Abu Dhabi Government Services
TAMM is a one stop shop portal from the Abu Dhabi Government. The portal offers all Abu Dhabi Government services and information which is aimed to serve the UAE’s citizens, residents, visitors and investors by providing them quick access to information without the need to visit government entities or their websites.
In addition, TAMM adopts a vision which shifts the service delivery model towards a journey-focused approach that understands the needs of the customers and provides them with personalised solutions and journeys. These journeys are designed to help people find houses, buy and drive cars, start a business, find and get healthcare and other services.
You can access services through the TAMM website or through the TAMM application available on iTunes and Google Play. You can also visit TAMM centres and branches throughout the emirate of Abu Dhabi. TAMM is operated by Abu Dhabi Smart Solutions and Services Authority (ADSSSA).
Abu Dhabi Pay
Abu Dhabi Pay is a digital payment platform within the ecosystem of Abu Dhabi government services.. It aims to facilitate hassle-free, secure and a standardised method of online payment for all Abu Dhabi government services through a unified channel.
Read how you can use 'Abu Dhabi Pay' to pay for Abu Dhabi government services.
The UAE is building several sustainable cities that conserve energy and harness renewable energy using technology and architectural designs. Read about Masdar.
Abu Dhabi introduced the Onwani (my address) system. Onwani is Abu Dhabi's smart addressing system. Under this system, streets in Abu Dhabi city would be assigned a unique number that can be used to search their location and find their way to that street.
QR codes which embed details relating to the location would be assigned to streets in the emirate. People can scan the code and send it to anyone visiting them. This is helpful during emergencies.
CityGuard is a free app from Abu Dhabi Government. Through this app, you can raise a complaint or an issue with the Abu Dhabi Government regarding its services. You can send a picture or a movie or audio clip relevant to the issue as an attachment. The app will register the case and forward it to the department concerned. The app is available for BlackBerry.
Updated on 24 May 2022