The Department of Government Enablement (DGE) has made a pivotal move to elevate customer experience across Abu Dhabi’s Government services through its CX Spaces on the TAMM app, a key initiative within DGE’s CX focus for the next two years. Designed to simplify and enhance accessibility to government services, CX Spaces reflects a people-centric approach, aligning government operations more closely with the needs of the public.
CX Spaces, which includes dedicated spaces for business and properties, will consolidate essential services into integrated, user-friendly interfaces on TAMM. By streamlining services such as property transactions and business licensing, DGE aims to ensure faster, more efficient service delivery. By 2026, CX Spaces is set to revolutionise how services are provided in Abu Dhabi, creating innovative, personalised Spaces that cater to customer needs across all sectors.
Built on the core principles of Closer to the People, Well-Informed, and Trendsetting, the CX approach is designed to foster stronger connections with the public through co-designed, meaningful experiences. Leveraging advanced AI-driven technologies and data insights, these initiatives will introduce personalised services, simplifying everything from healthcare appointments to property transactions.
Feedback from more than 600,000 data points, collected in collaboration with more than 100 leaders from 30 government entities, has been integral to shaping this initiative. The program addresses the needs of citizens, residents, visitors, and businesses, delivering a comprehensive, positive experience for all users.
DGE’s CX Spaces are committed to enhancing public access to government services and ensuring these services are both inclusive and accessible. Through tools like the Unified CRM, Customer Meter, and CX Report Card, DGE gathers real-time insights to make informed, responsive decisions that keep pace with the evolving needs of Abu Dhabi’s diverse community. Innovation is at the heart of this initiative, driving creative solutions and setting new industry benchmarks with projects like CX Powered by AI, the Abu Dhabi CX Awards, and the CX Think Tank—initiatives that position Abu Dhabi as a global leader in customer experience excellence.
His Excellency Ahmed Tamim Al Kuttab, Chairman of DGE, emphasised the long-term vision behind these efforts, and said: “Over the past decade, the Abu Dhabi Government has continuously evolved how government services are delivered. By putting citizens and residents at the core of our service design, we are enhancing the customer experience and ensuring that Abu Dhabi maintains its leadership in digital governance innovation.
“In collaboration with other Abu Dhabi Government entities, DGE is dedicated to developing services that meet the changing needs of our people, ultimately creating a seamless, future-ready government experience for all.”
His Excellency Saeed Al Mulla, Executive Director of the Customer Experience Sector at DGE, echoed these sentiments, and said: “Our goal is to design the future of customer experience by making public services more intuitive and easier to use. We aim to simplify processes, ensuring that they become truly effortless for the people who rely on them. Moving forward, Abu Dhabi government entities will operate within a unified ecosystem to guarantee smooth and effective execution of our CX programs, providing real, tangible improvements for the entire community.”
The current CX roadmap builds upon the achievements of the Abu Dhabi Program for Effortless Customer Experience and seeks to bring even greater enhancements to the customer journey. By embracing advanced technologies and fostering collaboration across government entities, these new CX initiatives will create a cohesive, future-proof government experience that addresses the ever-evolving needs of citizens, residents, and businesses alike.
