Department of Municipalities and Transport Service Transformation Program
CLIENT: Department of Municipalities and Transport
LOCATION: Abu Dhabi, UAE
STARTING YEAR: 2020
The Abu Dhabi Department of Municipalities and Transport (AD-DMT) have cooperated with the Abu Dhabi Digital Authority (ADDA) on the rapid design and implementation of a comprehensive customer-facing digital transformation program. This fast-track effort, involving the optimization of over 230 municipal services, is part of the aggressive government-wide TAMM Center program which is being led by ADDA to revolutionize how the public receives services from the Abu Dhabi government. ADDA has formulated a “Customer Journey” approach that chains a wide range of government services across many entities into logical groupings and sequences of services. Instead of expecting the public to understand the complicated matter of what agency to go to for what service and in what sequence, the TAMM Center approach provides a logically structured set of related services that greatly simplifies the customer experience and streamlines the process of coordination and integration of services across government.
The AD-DMT effort was supported by the international consulting firm KPMG. GPC-GIS supported KPMG in providing one of 8 Squads that are carrying out a total of 6 Sprints over a three-month period. Within each Sprint, each Squad is responsible for analyzing and re-engineering multiple services that together covers the majority of customer-facing business areas across the municipal sector. Each Squad consists of a Squad Lead, a Customer Experience (CX) Specialist, a Business Process Specialist, and a Technology Lead. A standardized approach is applied to gather information about the current situation with each service, to interview service customers for their insights, pain-points and suggestions, identify and analyze linkages across multiple systems, reviewing of international benchmarks and performance standards and analysis of areas for potential optimization, with the target of brining as many services within a 6 minute target that has been set by ADDA. Optimization recommendations are developed in close consultation with and validation from the DMT business owners, service engineering leads, product and IT champions and system users. The final results are structured to service re-engineering templates that are then provided to the DMT IT developer teams for immediate implementation and for the development of API’s that are provided to the TAMM development teams for immediate configuration within the integrated government portal environment. The current round of TAMM Center implementation efforts and API’s are completed and delivered to ADDA by mid-September, 2020.