The Abu Dhabi Program for Effortless Customer Experience is a pioneering new model that will enable effortless customer experiences across Abu Dhabi Government and position the emirate as a leader in the field.
The new model, which addresses the entire customer experience holistically, is benchmarked against international standards and will see major investment in human capital through a government-wide effortless customer experience training programme.
The Abu Dhabi model uses a holistic and collaborative approach to address the entire customer experience holistically across four dimensions: direction, design, development and delivery.
The programme also includes five strategic thrusts:
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 journeys by almost 50 per cent on average, enabling quicker completion times and fewer touchpoints.