Individual and business customers are increasingly demanding highly personalised and hassle-free service. Many international businesses can be deterred from establishing operations in the Middle East region if the interactions with government bodies become time-consuming.
To attract such investors, governments need to devote resources to the ambitious goal of invisible government, which limits duplication of application processes for individuals and businesses. The necessary investment in interoperable digital platforms and technological capabilities for invisible government will be repaid, most notably by boosting the region’s economic competitiveness.
Government entities in the region have managed to modernise and digitise their services in recent years. For example, the Abu Dhabi government has established TAMM, a one-stop shop for all services. TAMM is built on an entire system of digital capabilities and provides over 500 digital services. Approximately 98 per cent of services provided to citizens by the Abu Dhabi government are digital and 90 per cent of total government transactions in the emirate are now conducted through digital channels.
However, customers still desire more personalisation and for governments to be more proactive. A recent survey in one GCC country revealed that around 30 per cent of customers are “dissatisfied” with the complexity of official websites and the amount of information they have to provide.
Governments, therefore, need to move further than the one-stop shop, and realise a vision of invisible government. With this system, customers benefit automatically from the services for which they are eligible, without any further interaction with the government. Governments thus become an invisible enabler.
The invisible government system relies on an open digital platform that gauges eligibility and improves integration with private sector companies. Predictive analytics, based on efficient monitoring and sharing of data within a unified government platform, examine the services the customer has previously used to offer further potential services.
Expanding collaboration with the private sector through a government-to-business-to consumer/business model can allow customers to complete business transactions effectively without the need to initiate related applications to government entities.
Along with the advantages like providing greater convenience and personalisation, governments would gain by making the business environment more attractive to foreign investors. They would also achieve technology synergies through the consolidation of digital channels and platforms. It is estimated that Abu Dhabi has already managed to produce government savings of around Dh750 million ($204m) by taking some steps towards an invisible government system.
There are many areas in which authorities can offer a service without an individual or business having to provide additional information.
Estonia has been a pioneer in this regard. For instance, banks automatically transfer information on companies’ income and expenses to the tax authorities. This allows managers to focus their energies on building their business rather than worrying about time-consuming financial statements, monthly tax declarations and tax payments. Another example is when a birth is registered with the relevant government entity, the social security authorities are automatically informed and any applicable child or maternity benefits are dispensed without any further form-filling.
In the Middle East, there have been steps taken to set up such invisible government services. In Abu Dhabi, automatic exemptions and actions are becoming more common when customers change status or request certain services.
For example, a person diagnosed with a certain disability at a medical facility is proactively registered to benefit from a range of government services and privileges. This allows the government to better reach people of determination and reduce the application burden and waiting times for services.
Some public-private initiatives have also been established to offer seamless services to customers. One government’s partnership with a private sector company planned to remove an employee’s obligation to submit a doctor’s note in order to justify an absence due to ill health. Through integration with government infrastructure, the company would be able to find the medical report electronically, eliminating the need for manually checking thousands of sickness leave notifications every year.
Governments will need to build the necessary foundations to enable non-sensitive public data to be exchanged and reused. They should develop interoperable digital platforms and a broad range of technological capabilities. For example, machine learning algorithms and performance visualisation will be necessary for providing advanced customer analytics. The TAMM platform has already captured a considerable amount of customer data, enabling the analytics unit to derive meaningful insights.
To complete a successful transition towards invisible government, the right organisational structure and culture must be in place. The sponsorship of the top-level leadership team, such as through a digital board, and the support of other key stakeholders will be essential.
By taking such steps in this direction, governments can provide proactive and quality services that are appreciated by their customers, while also attracting invaluable international investment to their country.
Aisha Al Marzooqi is Executive Director at Abu Dhabi Digital Authority and Hani Zein is partner at Strategy& Middle East, part of the PwC network.
GAC GS8 Specs
Engine: 2.0-litre 4cyl turbo
Power: 248hp at 5,200rpm
Torque: 400Nm at 1,750-4,000rpm
Transmission: 8-speed auto
Fuel consumption: 9.1L/100km
On sale: Now
Price: From Dh149,900
Tips to stay safe during hot weather
- Stay hydrated: Drink plenty of fluids, especially water. Avoid alcohol and caffeine, which can increase dehydration.
- Seek cool environments: Use air conditioning, fans, or visit community spaces with climate control.
- Limit outdoor activities: Avoid strenuous activity during peak heat. If outside, seek shade and wear a wide-brimmed hat.
- Dress appropriately: Wear lightweight, loose and light-coloured clothing to facilitate heat loss.
- Check on vulnerable people: Regularly check in on elderly neighbours, young children and those with health conditions.
- Home adaptations: Use blinds or curtains to block sunlight, avoid using ovens or stoves, and ventilate living spaces during cooler hours.
- Recognise heat illness: Learn the signs of heat exhaustion and heat stroke (dizziness, confusion, rapid pulse, nausea), and seek medical attention if symptoms occur.
Our legal consultant
Name: Dr Hassan Mohsen Elhais
Position: legal consultant with Al Rowaad Advocates and Legal Consultants.
Scores
Wales 74-24 Tonga
England 35-15 Japan
Italy 7-26 Australia
THE%20STRANGERS'%20CASE
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MATCH INFO
Uefa Champions League last-16, second leg:
Real Madrid 1 (Asensio 70'), Ajax 4 (Ziyech 7', Neres 18', Tadic 62', Schone 72')
Ajax win 5-3 on aggregate
Benefits of first-time home buyers' scheme
- Priority access to new homes from participating developers
- Discounts on sales price of off-plan units
- Flexible payment plans from developers
- Mortgages with better interest rates, faster approval times and reduced fees
- DLD registration fee can be paid through banks or credit cards at zero interest rates
Our legal consultants
Name: Hassan Mohsen Elhais
Position: legal consultant with Al Rowaad Advocates and Legal Consultants.
Mohammed bin Zayed Majlis
The specs: 2018 Volkswagen Teramont
Price, base / as tested Dh137,000 / Dh189,950
Engine 3.6-litre V6
Gearbox Eight-speed automatic
Power 280hp @ 6,200rpm
Torque 360Nm @ 2,750rpm
Fuel economy, combined 11.7L / 100km
UAE currency: the story behind the money in your pockets
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UAE squad
Esha Oza (captain), Al Maseera Jahangir, Emily Thomas, Heena Hotchandani, Indhuja Nandakumar, Katie Thompson, Lavanya Keny, Mehak Thakur, Michelle Botha, Rinitha Rajith, Samaira Dharnidharka, Siya Gokhale, Sashikala Silva, Suraksha Kotte, Theertha Satish (wicketkeeper) Udeni Kuruppuarachchige, Vaishnave Mahesh.
UAE tour of Zimbabwe
All matches in Bulawayo
Friday, Sept 26 – First ODI
Sunday, Sept 28 – Second ODI
Tuesday, Sept 30 – Third ODI
Thursday, Oct 2 – Fourth ODI
Sunday, Oct 5 – First T20I
Monday, Oct 6 – Second T20I
The Pope's itinerary
Sunday, February 3, 2019 - Rome to Abu Dhabi
1pm: departure by plane from Rome / Fiumicino to Abu Dhabi
10pm: arrival at Abu Dhabi Presidential Airport
Monday, February 4
12pm: welcome ceremony at the main entrance of the Presidential Palace
12.20pm: visit Abu Dhabi Crown Prince at Presidential Palace
5pm: private meeting with Muslim Council of Elders at Sheikh Zayed Grand Mosque
6.10pm: Inter-religious in the Founder's Memorial
Tuesday, February 5 - Abu Dhabi to Rome
9.15am: private visit to undisclosed cathedral
10.30am: public mass at Zayed Sports City – with a homily by Pope Francis
12.40pm: farewell at Abu Dhabi Presidential Airport
1pm: departure by plane to Rome
5pm: arrival at the Rome / Ciampino International Airport
UAE SQUAD
Goalkeepers: Ali Khaseif, Fahad Al Dhanhani, Mohammed Al Shamsi, Adel Al Hosani
Defenders: Bandar Al Ahbabi, Shaheen Abdulrahman, Walid Abbas, Mahmoud Khamis, Mohammed Barghash, Khalifa Al Hammadi, Hassan Al Mahrami, Yousef Jaber, Mohammed Al Attas
Midfielders: Ali Salmeen, Abdullah Ramadan, Abdullah Al Naqbi, Majed Hassan, Abdullah Hamad, Khalfan Mubarak, Khalil Al Hammadi, Tahnoun Al Zaabi, Harib Abdallah, Mohammed Jumah
Forwards: Fabio De Lima, Caio Canedo, Ali Saleh, Ali Mabkhout, Sebastian Tagliabue
Why are asylum seekers being housed in hotels?
The number of asylum applications in the UK has reached a new record high, driven by those illegally entering the country in small boats crossing the English Channel.
A total of 111,084 people applied for asylum in the UK in the year to June 2025, the highest number for any 12-month period since current records began in 2001.
Asylum seekers and their families can be housed in temporary accommodation while their claim is assessed.
The Home Office provides the accommodation, meaning asylum seekers cannot choose where they live.
When there is not enough housing, the Home Office can move people to hotels or large sites like former military bases.
BMW M5 specs
Engine: 4.4-litre twin-turbo V-8 petrol enging with additional electric motor
Power: 727hp
Torque: 1,000Nm
Transmission: 8-speed auto
Fuel consumption: 10.6L/100km
On sale: Now
Price: From Dh650,000
Our family matters legal consultant
Name: Hassan Mohsen Elhais
Position: legal consultant with Al Rowaad Advocates and Legal Consultants.
UAE currency: the story behind the money in your pockets
Electric scooters: some rules to remember
- Riders must be 14-years-old or over
- Wear a protective helmet
- Park the electric scooter in designated parking lots (if any)
- Do not leave electric scooter in locations that obstruct traffic or pedestrians
- Solo riders only, no passengers allowed
- Do not drive outside designated lanes
BRAZIL%20SQUAD
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Tonight's Chat on The National
Tonight's Chat is a series of online conversations on The National. The series features a diverse range of celebrities, politicians and business leaders from around the Arab world.
Tonight’s Chat host Ricardo Karam is a renowned author and broadcaster who has previously interviewed Bill Gates, Carlos Ghosn, Andre Agassi and the late Zaha Hadid, among others.
Intellectually curious and thought-provoking, Tonight’s Chat moves the conversation forward.
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Three ways to boost your credit score
Marwan Lutfi says the core fundamentals that drive better payment behaviour and can improve your credit score are:
1. Make sure you make your payments on time;
2. Limit the number of products you borrow on: the more loans and credit cards you have, the more it will affect your credit score;
3. Don't max out all your debts: how much you maximise those credit facilities will have an impact. If you have five credit cards and utilise 90 per cent of that credit, it will negatively affect your score.
The specs
Engine: 1.5-litre turbo
Power: 181hp
Torque: 230Nm
Transmission: 6-speed automatic
Starting price: Dh79,000
On sale: Now
Dunki
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UAE currency: the story behind the money in your pockets
F1 The Movie
Starring: Brad Pitt, Damson Idris, Kerry Condon, Javier Bardem
Director: Joseph Kosinski
Rating: 4/5
LA LIGA FIXTURES
Friday Athletic Bilbao v Celta Vigo (Kick-off midnight UAE)
Saturday Levante v Getafe (5pm), Sevilla v Real Madrid (7.15pm), Atletico Madrid v Real Valladolid (9.30pm), Cadiz v Barcelona (midnight)
Sunday Granada v Huesca (5pm), Osasuna v Real Betis (7.15pm), Villarreal v Elche (9.30pm), Alaves v Real Sociedad (midnight)
Monday Eibar v Valencia (midnight)
Sarfira
Director: Sudha Kongara Prasad
Starring: Akshay Kumar, Radhika Madan, Paresh Rawal
Rating: 2/5
Day 2, stumps
Pakistan 482
Australia 30/0 (13 ov)
Australia trail by 452 runs with 10 wickets remaining in the innings
Ferrari 12Cilindri specs
Engine: naturally aspirated 6.5-liter V12
Power: 819hp
Torque: 678Nm at 7,250rpm
Price: From Dh1,700,000
Available: Now
