Today's Edition
SARA ALZAABI (ABU DHABI)
The inaugural Abu Dhabi Effortless Customer Experience Awards serves as a powerful motivation tool to enhance customer service across various sectors in the emirate, according to the winners.
His Highness Sheikh Khaled bin Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council, honoured the winners of the inaugural Abu Dhabi Effortless Customer Experience Awards.
An initiative organised by the Department of Government Enablement - Abu Dhabi (DGE), the award features three main categories: Best Service, Best Life Moment, and Effortless Customer Experience Superstars, alongside a series of special recognition awards.
Speaking on the sidelines of the award ceremony held at the Erth Hotel, Saeed Al Mulla, Executive Director of the Customer Experience Sector at the DGE, said: "Under the patronage of His Highness Sheikh Khaled bin Mohamed bin Zayed Al Nahyan, Crown Prince of Abu Dhabi and Chairman of the Abu Dhabi Executive Council, we are proud to host the first edition of the Abu Dhabi Effortless Customer Experience Awards today."
"The goal of these awards is to recognise entities, initiatives, and individuals who have made a significant impact in easing people's lives and creating effortless experiences across Abu Dhabi. This includes reducing the number of steps required to use a service, minimising the time needed to complete a service, and reducing the number of touch points."
Al Mulla noted that the Awards play an important role in motivating government entities to create initiatives aimed at bettering lives in Abu Dhabi.
Aletihad spoke to the winners of the awards.
In the Best Service category, Abu Dhabi Social Support Authority was recognised for its Social Support service, which has streamlined processes and improved accessibility for beneficiaries.
The Best Life Moment award was presented to the Department of Health – Abu Dhabi, in collaboration with the Abu Dhabi Judicial Department, Abu Dhabi Public Health Centre, Abu Dhabi Health Services Company (SEHA), Abu Dhabi Pension Fund, Abu Dhabi National Energy Company (TAQA), and Du, for launching Phase 1 of the Sanadkom initiative.
In the Effortless Customer Experience Superstars category, 10 individuals were recognised for their outstanding contributions to improving government service delivery.
Dr. Ahmed Al Azeezi, Executive Director of the Social Support Applications Sector at Abu Dhabi Social Support Authority, said: "Our leadership's vision to provide high-quality, efficient services with minimal customer effort has been supported by the government and various agencies. Overcoming challenges, such as obtaining data and developing platforms, was made possible with support from the 'Tamm' platform and the DGE. Today, the process is easier due to teamwork and a unified vision."
"Our strategy focuses on data collection and digital services, reducing steps from 15 to fewer than 10. Accurate data and smoother communication with customers have been key to improving satisfaction," Dr. Al Azeezi added.
In 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 for its To Whom It May Concern Certificate service, and the Zayed Higher Organization for People of Determination for its Apply for a Parking Permit for People of Determination service.
Ali Al Dhaheri, Section Head Community Services and Digital Oversight at Department of Health (DoH), said: "The customer is an integral part of enhancing any service or life journey. The customer's voice is key and plays an effective role in improving the government system in the Emirate of Abu Dhabi."
Al Dhaheri noted that the award highlights the advanced government services in Abu Dhabi, particularly in reducing time and simplifying the customer experience.
The 'Sanadkom' initiative focuses on supporting families after a loss, sending condolences within three days and offering necessary assistance, he added.
Du launched the 'Sanadkom' initiative in collaboration with DoH.
Rashed Al Dhaheri, Director of Government Relations at Du, said: "We are proud to win first place for the 'Sanadkom' initiative. By simplifying procedures for residents and expatriates, we aligned with our government's vision for excellence. This award showcases how we transformed complex processes into a seamless experience using AI and advanced infrastructure."
Al Dhaheri added, "Our partnership was key in creating this unique, streamlined environment in Abu Dhabi."
Among the Effortless Customer Experience Superstars is Asma Al Hashemi from Department of Economic Development.
"I was surprised to win this award, which reflects teamwork and the leadership's focus on enhancing customer experience," she said.
Al Hashemi added that the prestigious award honours efforts to improve services and encourages continuous development for employees dedicated to providing the best customer experience.
