Abu Dhabi’s Department of Government Enablement Launches CX Spaces to Transform Public Service Delivery

Abu dhabi: In a significant development, the Department of Government Enablement (DGE) in Abu Dhabi has launched CX Spaces on the TAMM app, aiming to transform the delivery of government services over the next two years. This initiative is designed to streamline and enhance the accessibility of essential services for businesses and property transactions, promoting a user-friendly interface that prioritizes the needs of the public. According to Emirates News Agency, CX Spaces is part of a broader customer experience (CX) strategy that focuses on creating more personalized and efficient interactions between the government and its citizens. By integrating advanced AI technologies and data insights, the initiative is set to revolutionize service delivery in Abu Dhabi by 2026, offering innovative solutions tailored to meet diverse customer needs across all sectors. The development of CX Spaces involved significant feedback from the public, with over 600,000 data points collected in collaboration with more than 1 00 leaders from 30 different government entities. This comprehensive approach ensures that the services provided are well-informed, inclusive, and accessible to everyone, including citizens, residents, visitors, and businesses. DGE is committed to enhancing public access to government services through several tools such as the Unified CRM, Customer Meter, and CX Report Card, which help gather real-time insights for making informed decisions. The initiative also includes several groundbreaking projects like CX Powered by AI, the Abu Dhabi CX Awards, and the CX Think Tank, which aim to position Abu Dhabi as a global leader in customer experience excellence. Ahmed Tamim Al Kuttab, Chairman of DGE, emphasized the government's commitment to evolving service delivery by focusing on the needs of the public. "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," he stated. S aeed Al Mulla, Executive Director of the Customer Experience Sector at DGE, also highlighted the future goals of the initiative. "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," he said.