The Environment Agency – Abu Dhabi (EAD) has launched a new model of the “Abu Dhabi Program for Effortless Customer Experience” offering straightforward steps to customers requesting a license for deepening groundwater well.
The Program is a pioneering new model that will enable effortless customer experiences across the Abu Dhabi Government and position the emirate as a leader.
The new model, which addresses the entire customer experience, is benchmarked against international standards and will include significant investments in human capital through a government-wide effortless customer experience training program.
The Abu Dhabi model uses a collaborative approach to address the entire customer experience across four dimensions like, direction, design, development and delivery.
Mr. Saoud Salem Alneyadi, Director of Customer Happiness at EAD said that “As part of the Abu Dhabi Program for Effortless Customer Service trials, we chose the request to deepen groundwater wells as the service we wished to enhance. We were given a hundred days to improve the customer journey. Before the deadline, we were not only able to launch the service ahead of schedule, but have reduced the required steps to complete the application and licensing process to a minimum.”
The program also includes five strategic components and also has a tailored design lab in collaboration with advanced partners, developing the customer experience agents’ capabilities to enable them to provide world-class customer experience and finally establishing a pioneering measurement model with a focus on the customer effort score (CES).
EAD has made the service instantaneous without needing to upload documents. Now, customers can submit the application after logging in with their UAE Pass, pay the applicable fees, and will instantly receive the electronic license.
The Agency currently has 10 digital services on TAMM, including Recreational and Commercial Fishing Licenses, Licenses for Aquaculture, and Permits for Native Trees Plantation and Translocation. This is in addition to Environmental Licensing of Groundwater Wells Drilling and Use, Development and Infrastructure Projects, Industrial Facilities, and the Registration of a Consultancy Office.
The Commercial Establishments License has been revised and now merges Environmental Licensing for Commercial Facilities, Animal Production Farms, and Hazardous Materials Stores under one service umbrella.
