Govt Enablement Dept Expands Effortless Customer Experience Plan

Photo : Abu Dhabi Media Office

The Department of Government Enablement (DGE) has decided to improve the Abu Dhabi Effortless Customer Experience Strategy. This plan will help make government services easier, faster, and more helpful for people and businesses. The idea started in 2022 when His Highness Sheikh Khaled bin Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council, introduced the Abu Dhabi Program for Effortless Customer Experience. Now, the DGE is working with about 65 government offices and companies in Abu Dhabi to make it even better.

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The goal of this strategy is to make government services simple and smooth, so people do not have to face long and tiring processes. The plan also helps government workers improve their skills, making Abu Dhabi a leader in good public service. Since this program began, it has saved people around 400,000 visits to service centers, cut down service steps by 23%, reduced the number of form fields by 36%, and decreased customer requests by 64%. These efforts match Abu Dhabi’s goal of making life easier for its people by reducing time and effort spent on government work.

The strategy focuses on three important things. First, it aims to bring government services closer to the people by making them quick, simple, and available to all. Programs like CX Spaces allow people to share their thoughts and ideas about improving services. Second, it uses real-time information to improve decision-making. Programs such as the Unified Government Customer Relationship Management Program, Customer Meter Program, Abu Dhabi Customer Experience Certification, and Customer Experience Report Card help check how well services are working and find ways to improve them. Third, the plan encourages new and better ways to serve people. Initiatives like the Effortless Customer Experience Awards, Abu Dhabi Customer Experience Mark, and the Customer Experience Think Tank help bring fresh ideas and reward the best-performing government offices.

As part of this plan, government offices that provide excellent service will be rewarded. This step will encourage them to keep improving, making services even better in the future. The strategy was created after studying 600,000 feedback points from customers through different platforms. More than 100 senior government leaders, officials from over 40 government offices and companies, and international experts worked together to design this plan for improving public service.

His Excellency Ahmed Tamim Al Kuttab, Chairman of DGE, said that the strategy is all about making government services easier and more helpful for the people. He added that putting people first in service design helps create real change and matches DGE’s goal of supporting government offices in delivering better services. His Excellency Saeed Al Mulla, Executive Director of the Customer Experience Sector at DGE, shared that this is an important step in making high-quality services that meet people’s expectations. He also said that government offices in Abu Dhabi are working together as a team to improve services on different platforms, including TAMM.

By expanding this plan, Abu Dhabi is continuing its journey to make government services quicker, simpler, and more user-friendly, ensuring that people and businesses get the best experience possible.

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