Abu Dhabi has launched a new programme to streamline its operations and reduce the time needed to gain access to its services.
During the pilot phase of the Abu Dhabi Programme for Effortless Customer Experience — rolled out in three government entities — the amount of interaction and time it took to gain access to a service or complete a transaction was reduced by almost 50 per cent on average.
The programme, launched by Sheikh Khaled bin Mohamed, member of the Abu Dhabi Executive Council and chairman of Abu Dhabi Executive Office, seeks to create fewer touchpoints and enable quicker completion times.
Abu Dhabi Executive Office
For example, applying for a parking permit previously had 25 touchpoints, required five documents and took 15 minutes to complete. With the customer experience programme, the number of interaction points was reduced to seven, only three documents were needed and it took four minutes to complete.
The new model will enable people to buy a home on the same day or start a business remotely.
“Yes, we want to be digital, yes, we want to be sitting at home using these services but if I'm sitting at home and I'm using my service on an app, but that takes 20 to 30 steps, then I'd rather go to the centre and deal with that,” said Saeed Al Mulla, executive director of the customer experience sector at Abu Dhabi Executive Office.
“So the point is, effortless steps and this is where we're launching today.
“It is not about being a digital-first government, it is not about being the fastest government — I can tell a doctor you have to screen this patient in less than five minutes but I don't think any patient wants to be screened in five minutes nor does any doctor want to be put under that pressure.
“So it's about how can I make this effortless for the customers.”
The new programme allows everything to be completed electronically, making things easier for senior citizens or those who might otherwise face accessibility issues on site.
“Effortless is how much effort do I have to put in as a customer? It's all of these coming together with the right balance so that the customer feels this is effortless,” Mr Al Mulla said.
“I didn’t get tired when I'm getting the service, it was so easy for me, and it's from the moment I think of using the service all the way until I get it.
“It is not about being the fastest, it is about being effortless. Our end goal is to be the most effortless government in the world.”
The launch follows a successful pilot phase in three government entities — the Department of Municipalities and Transport, the Department of Economic Development, and the Department of Community Development.
Over the next three years, it will be rolled out across every government department in Abu Dhabi.
“Launching this first of its kind programme in the Middle East reflects our commitment to transforming the customer experience across government and to becoming a leader in this exciting, growing field,” said Mr Al Mulla.
“Abu Dhabi Government has always put people at the heart of everything it does. The launch of the programme is an extension of those efforts, making it even easier for people — whether they live here or are visiting — to carry out every task quickly, conveniently and effortlessly.”
Key facilities
- Olympic-size swimming pool with a split bulkhead for multi-use configurations, including water polo and 50m/25m training lanes
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- 600-seat auditorium
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- AR and VR-enabled learning centres
- Disruption Lab and Research Centre for developing entrepreneurial skills
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"They see their tomorrows slipping out of their reach. And though it seems to them that everything outside this reality is heaven, yet they do not want to go to that heaven. They stay, because they are afflicted with hope." - Mahmoud Darwish, to attendees of the Palestine Festival of Literature, 2008
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The closest international airport to the TMB trail is Geneva (just over an hour’s drive from the French ski town of Chamonix where most people start and end the walk). Direct flights from the UAE to Geneva are available with Etihad and Emirates from about Dh2,790 including taxes.
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The Tour du Mont Blanc takes about 10 to 14 days to complete if walked in its entirety, but by using the services of a tour operator such as Raw Travel, a shorter “highlights” version allows you to complete the best of the route in a week, from Dh6,750 per person. The trails are blocked by snow from about late October to early May. Most people walk in July and August, but be warned that trails are often uncomfortably busy at this time and it can be very hot. The prime months are June and September.
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Bobby Grudziecki, chief operating officer of Frank Porter, identifies the five most popular areas in Dubai for those looking to make the most out of their properties and the rates owners can secure:
• Dubai Marina
The Marina and Jumeirah Beach Residence are popular locations, says Mr Grudziecki, due to their closeness to the beach, restaurants and hotels.
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Two bedroom: Dh627 to Dh960
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• Downtown
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One bedroom: Dh497 to Dh772
Two bedroom: Dh646 to Dh1,003
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• City Walk
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Frank Porter’s average Airbnb rent:
One bedroom: Dh524 to Dh809
Two bedroom: Dh682 to Dh1,052
Three bedroom: Dh784 to Dh1,210
• Jumeirah Lake Towers
Dubai Marina’s little brother JLT resides on the other side of Sheikh Zayed road but is still close enough to beachside outlets and attractions. The big selling point for Airbnb renters, however, is that “it’s cheaper than Dubai Marina”, Mr Grudziecki says.
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Two bedroom: Dh549 to Dh818
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One bedroom: Dh503 to Dh770
Two bedroom: Dh654 to Dh1,002
Three bedroom: Dh752 to Dh1,152
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• Forest fungi help tackle climate change, absorbing up to 36% of global fossil fuel emissions annually and storing around 5 billion tonnes of carbon in the planet's topsoil
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