ABU DHABI, 22nd March, 2022 (WAM) -- H.H. Sheikh Khaled bin Mohamed bin Zayed, Member of Abu Dhabi Executive Council and Chairman of Abu Dhabi Executive Office, today launched 'Abu Dhabi Programme for Effortless Customer Experience' to provide world-class, effortless customer experiences for everyone who interacts with Abu Dhabi Government.
Building on Abu Dhabi’s human-centric approach, the new model will enable everyone living and working in the emirate, as well as visitors, to carry out tasks from buying a home, to starting a business, or exploring the emirate, quickly, seamlessly, and effortlessly.
Saeed Al Mulla, Executive Director, Customer Experience Sector, Abu Dhabi Executive Office, said, "Launching this first-of-its-kind programme in the Middle East reflects our commitment to transforming customer experience across government and to becoming a leader in this exciting, growing field. Abu Dhabi Government has always put people at the heart of everything it does. The launch of the programme is an extension of those efforts, making it even easier for people – whether they live here or are visiting – to carry out every task quickly, conveniently, and effortlessly."
The new model is benchmarked against international standards, including the first ever International Model for Customer Experience in Government, designed by the International Foundation for Customer Experience in Government.
The launch follows a successful pilot phase in three government entities, the Department of Municipalities and Transport (DMT), the Department of Economic Development (DED), and the Department of Community Development (DCD), which streamlined customer experiences by almost 50 percent on average, enabling quicker completion times and fewer touchpoints. The launch also follows an extensive and full maturity review at a whole-of-government level to assess current customer experience performance and set suitable targets for the future.
To ensure long-term customer experience sustainability, the model will also see a comprehensive training programme delivered across government that will empower every Abu Dhabi Government entity to enhance its customer experience expertise, and will enable government entities to work collaboratively with all stakeholders to deliver effortless customer experiences across all delivery channels.