Abu Dhabi’s Government Enablement Department Launches CX Spaces on TAMM

Photo : Abu Dhabi Media Office

The Department of Government Enablement (DGE) in Abu Dhabi has launched a significant initiative aimed at enhancing customer experience across government services with the introduction of CX Spaces on the TAMM app. This initiative is a cornerstone of DGE's two-year customer experience strategy and is designed to streamline and improve accessibility to government services, thereby aligning operations more closely with the public’s needs.

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CX Spaces will feature dedicated areas for various sectors, including business and real estate, by consolidating essential services into user-friendly interfaces on the TAMM platform. By integrating services like property transactions and business licensing, DGE seeks to deliver faster and more efficient service. The ambitious goal is to revolutionize service delivery in Abu Dhabi by 2026, introducing innovative, personalized Spaces that cater to the diverse needs of customers across all sectors.

The initiative is built on the foundational principles of being Closer to the People, Well-Informed, and Trendsetting. The CX strategy aims to foster stronger connections between the government and the public through co-designed experiences that are both meaningful and engaging. Utilizing advanced artificial intelligence and data insights, these initiatives will offer personalized services that simplify various processes, from healthcare appointments to real estate dealings.

Feedback has played a crucial role in shaping CX Spaces, with over 600,000 data points collected in collaboration with more than 100 leaders from 30 different government entities. This extensive input aims to address the diverse needs of citizens, residents, visitors, and businesses, ensuring a comprehensive and positive experience for all users.

DGE’s CX Spaces are dedicated to improving public access to government services while ensuring inclusivity and accessibility. Tools such as the Unified CRM, Customer Meter, and CX Report Card are utilized to gather real-time insights, enabling informed and responsive decisions that adapt to the changing needs of Abu Dhabi's diverse community. Innovation remains a key driver of this initiative, as DGE aims to set new industry standards with projects like CX Powered by AI, the Abu Dhabi CX Awards, and the CX Think Tank. These initiatives position Abu Dhabi as a frontrunner in customer experience excellence on a global scale.

His Excellency Ahmed Tamim Al Kuttab, Chairman of DGE, highlighted the long-term vision guiding these efforts. He remarked, “Over the past decade, the Abu Dhabi Government has continually evolved its service delivery. By prioritizing citizens and residents in our service design, we are enhancing customer experiences and ensuring Abu Dhabi maintains its leadership in digital governance innovation."

Echoing this sentiment, His Excellency Saeed Al Mulla, Executive Director of the Customer Experience Sector at DGE, stated, “Our goal is to redefine customer experience by making public services more intuitive and user-friendly. We strive to simplify processes, ensuring they are effortless for those who depend on them. Going forward, Abu Dhabi government entities will collaborate within a unified ecosystem to guarantee the smooth execution of our CX programs, delivering tangible improvements for the entire community.”

The current customer experience roadmap builds upon the successes of the Abu Dhabi Program for Effortless Customer Experience and aims to enhance the customer journey further. By embracing advanced technologies and encouraging collaboration among government entities, the new CX initiatives aspire to create a cohesive and future-ready government experience that effectively meets the evolving needs of citizens, residents, and businesses alike.

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