Abu Dhabi Aims for E-Government Excellence with Capgemini’s Expertise

The project was a success thanks to the extraordinary efforts of the whole team! This is a great example of how a team should operate: three government entities and two professional vendors from more than five nationalities working together in harmony to achieve what was thought of as impossible with ADSIC timelines has been achieved!

Khaled Al Mazrouei, ADSIC

The Situation

The Abu Dhabi government of the United Arab Emirates has the goal of becoming one of the top five e-governments in the world. It aspires to achieve its ambitions by improving its service delivery and increasing satisfaction among its population of 1.6 million people, businesses and its own employees.

IT was seen as a key to success, and so in 2005 the Executive Council of the Abu Dhabi Government set up Abu Dhabi Systems & Information Centre (ADSIC) to own the IT agenda of the Emirate, and implement the e-government program. In line with its objectives, in 2009 ADSIC initiated the Shared Government Customer Relationship Management (CRM) program focusing on the collaborative and analytical domains of customer relations across more than 70 government entities.

Oracle Siebel CRM was identified as the foundation of the technology platform. And Capgemini was selected as the IT services partner to implement the platform that supports the processes and the functions related to the shared CRM. ADSIC hired Capgemini because of its CRM track record, its leadership in the Public Sector, the quality of its technical solution and price.

The Solution

The solution empowers the government to understand the needs of the populace, anticipate them, and to engage better with people. It incorporates survey and campaign management, and reporting using Business Intelligence (BI) tools. Customers can request information, log complaints, report incidents, and give feedback, submit suggestions and compliments. Current enhancements include the addition of Executive Dashboards and implementation of location based services.

The Result

The Shared Government CRM platform, which handles 7,000-8,000 cases per month, is now being utilized by 60 government entities, and customers can reach the contact centers 24 hours a day, seven days a week. It is the first government-wide enterprise system to be hosted in the shared government data center and using the shared government network called ADNET. The solution:

• empowers over 70 government departments to collaborate with each other
• enables the government to proactively reach out to citizens via awareness campaigns or deliver services based on demographic profiles of the population
• allows all of Abu Dhabi’s citizens to give feedback, report incidents and request information in a convenient way across multiple established channels such as the Abu Dhabi portal, the Abu Dhabi Government Contact Centre, and at the counter of any Abu Dhabi Government Enterprise (ADGE) branch
• gives the city’s inhabitants a consistent, hassle-free experience of the government’s services by standardizing and integrating customer interactions across all channels including the Web site, telephone, SMS, and ADGE counter.