Government

His Highness Sheikh Khaled bin Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council, has honoured the winners of the inaugural Abu Dhabi Effortless Customer Experience Awards. Organized by the Department of Government Enablement – Abu Dhabi (DGE), the ceremony recognized outstanding achievements in service excellence by government entities, companies, and individuals committed to enhancing customer experiences.

Bringing together over 500 decision-makers, innovators, and customer experience leaders, the awards ceremony highlighted initiatives that have streamlined service processes, improved accessibility, and reinforced Abu Dhabi’s leadership in government excellence.

Recognizing Excellence in Service Delivery

The Abu Dhabi Effortless Customer Experience Awards featured three primary categories: Best Service, Best Life Moment, and Effortless Customer Experience Superstars, alongside special recognition awards.

• Best Service Award: Abu Dhabi Social Support Authority for its Social Support service.
• Best Life Moment Award: The Department of Health – Abu Dhabi, in collaboration with key partners, for launching Phase 1 of the Sanadkom initiative.
• Effortless Customer Experience Superstars: 10 individuals were recognized for their contributions.

As part of the special recognition awards:

• The Department of Health – Abu Dhabi was honoured for its Request for Sick Leave Attestation service.
• The Abu Dhabi Pension Fund received recognition for its To Whom It May Concern Certificate service.
• The Zayed Higher Organization for People of Determination was awarded for its Apply for a Parking Permit for People of Determination service.

Advancing Seamless Government Services

His Highness Sheikh Khaled bin Mohamed bin Zayed Al Nahyan emphasized that the awards reflect Abu Dhabi’s commitment to enhancing government services through efficiency, innovation, and customer-centric solutions. He highlighted the importance of fostering a culture of digital transformation by integrating AI technologies and smart solutions to meet the evolving needs of society.

The awards recognize initiatives that have simplified customer interactions, reducing complexity and empowering individuals, businesses, and visitors to complete transactions seamlessly without needing to visit service centres.

Driving Innovation and Future Excellence

His Excellency Ahmed Tamim Al Kuttab, Chairman of DGE, stated:
"These awards celebrate exceptional efforts that accelerate Abu Dhabi’s ambition to create an effortless government service ecosystem. In line with the emirate’s digital strategy, they highlight the transformative power of future-forward solutions in enabling seamless government interactions and reinforcing Abu Dhabi’s status as a leader in service excellence."

His Excellency Saeed Al Mulla, Executive Director of the Customer Experience Sector at DGE, underscored the awards’ role in fostering continuous innovation in government services. He noted that the recognition serves as a catalyst for further improvements, ensuring that Abu Dhabi remains at the forefront of customer experience and service efficiency.

Impact of the Abu Dhabi Program for Effortless Customer Experience

The awards align with the broader Abu Dhabi Program for Effortless Customer Experience, which has significantly optimized government service processes. Since its implementation, the program has led to:

• 400,000 fewer service centre visits
• A 64% reduction in customer requests
• A 23% decrease in service process steps
• A 36% reduction in required data fields

These advancements have contributed to achieving world-class customer satisfaction levels, reinforcing Abu Dhabi’s position as a global leader in digital government services.

The success of the Abu Dhabi Effortless Customer Experience Awards marks a significant milestone in the emirate’s ongoing journey to provide innovative, seamless, and customer-focused government services.

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