Here’s how Abu Dhabi is powering its smart government services

Abu Dhabi Digital Authority (ADDA) aims to lead the digital future of the government through innovation and the development of new enablers and solutions.

ADDA is mandated to drive the digital transformation of the government across key areas including government services, shared government solutions, data and artificial intelligence, cybersecurity, and ecosystem and governance.

It aims to offer citizens and residents in Abu Dhabi a new and ‘revolutionary’ way of interacting with the government. To enable this, it is building a digital hub that integrates Abu Dhabi’s government and business services with over 55 entities into one central platform – known as TAMM.

TAMM, the ‘Abu Dhabi Government Services Ecosystem’ is a product of Ghadan 21 and has been developed through the cooperation of all government entities in the emirate. It harnesses the latest technologies and digital solutions to provide a “seamless, proactive, and personalised experience for customers”, according to ADDA.

Through TAMM’s Customer Relationship Management (CRM) system, UAE citizens, residents, visitors and investors have access to a comprehensive range of government services through one single point of access at any time and place.

TAMM has benefited from partnerships with big tech companies like Microsoft, which provides solutions such as Microsoft Dynamics 365, Power BI, and Azure to its system architecture.

Aisha Al Marzouqi, executive director of the Government Services Sector at ADDA said: “The aim is to establish a unique service model for the Abu Dhabi government. Microsoft is one of our trusted partners, providing us with tools and mechanisms that empower us to lead the digital future of Abu Dhabi.”

By using the Microsoft platform, the TAMM CRM system is able to provide an omnichannel experience, offering a range of government services through one access point. Operating with Azure and AI increases efficiency and improves customer experience through fast and agile responses to information requests. It also provides stakeholders and field workers with decision-making capabilities through business intelligence on customer behaviour.

Mona Al Marzooqi, director – Contact Center Department at ADDA adds: “Through Power BI, we are now able to ensure that all government entities can track all their requests and generate reports in a timely manner while unifying the customer experience.

“This drives our commitment to superior customer service. The Power BI unified dashboard replaces the multiple reports of the past, ensuring a one-of-a-kind customer service experience.”

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