His Highness Sheikh Khalid bin Mohammed bin Zayed Al Nahyan, member of the Executive Council of the Emirate of Abu Dhabi and head of the Abu Dhabi Executive Office, launched yesterday the “Abu Dhabi Program for Effortless Customer Experience”, to enhance the experience of all those who deal with government departments in the Emirate of Abu Dhabi in accordance with international standards.
The program allows the implementation of various administrative procedures and government transactions, such as completing procedures for acquiring real estate, establishing a company, or even exploring the emirate, quickly, easily and without effort. It is designed according to the best international standards, and based on a benchmarking comparison with more than 20 leading governments from around the world, and based on more than 80 studies.
The launch of the program follows the implementation of a successful pilot application on three government agencies, the Department of Municipalities and Transport, the Department of Economic Development, and the Department of Community Development.
It also focuses on four main axes: strategic direction, design, development, and service delivery. The program also relies on five strategic drivers, represented in developing a policy and a customer experience guide to determine the strategic direction to improve the performance of customer experiences provided through all channels, then setting priorities by giving priority to customer trips to ensure that efforts and resources are focused around them, and establishing a design laboratory to improve customer experiences, in cooperation With the best global competencies, and the development of human competencies by enhancing the skills of the customer experience staff to enable them to provide world-class experiences to customers, and finally the performance measurement engine by developing an advanced model for measuring customer experience performance, the most important of which is the customer effort indicator.
To ensure the continuity of excellence in providing an effortless customer experience, a comprehensive training program will be implemented in various government departments and agencies in the emirate, to enhance the customer experience, and enable government agencies to cooperate with the concerned parties to provide a smooth customer service through all available channels.
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