Abu Dhabi Municipality Introduces AI into Customer Service

The Urban Planning and Municipalities Department has launched 13 new digital services as part of its efforts to realise the digitalisation drive and the modern vision of our leaders who are keen on improving the quality of services and bring happiness to community members. The move also responds to the needs of sustainable and enhancing the profile of Abu Dhabi as a successful development model at the regional, Arab and international levels.

HE Saif Badr Al Qubaisi, General Manager of Abu Dhabi City Municipality, Chairman of the Technology Committee at the Department of Urban Planning and Municipalities, said, “The launch of the 13 new services is part of a connected series of the full digitalisation scheme set for municipal services at the Department level. The scheme aims to gradually step up the digitalisation process up to a 100% rate.

“The launch of successive digital services is compatible with customers’ expectations and contributes to higher satisfaction rating amongst community members and strategic partners. These services are part of the initiatives of the Department for the digital transformation of all services directed by HH Sheikh Mohammed bin Zayed Al Nahyan, Abu Dhabi Crown Prince and Deputy Supreme Commander of the Armed Forces and Chairman of the Executive Council to improve all services. The results of this drive will not end with customers happiness but will cover a host of other aspects such as improving the operational efficiency of the Municipality, conserving the environment, and expediting the development drive in the Emirate.

“The use of digital services aims to reduce the number of visitors to municipal offices such that the municipal service will be provided to customers in a quick time and via self-service. Clients will not be required to visit the municipalities and wait to submit the supporting documents for obtaining services. There are several direct and indirect benefits for the digital transformation of the Municipal services including improved operational efficiency as well as environmental, social and economic benefits,” he continued.

“For the first time, the Department will use Artificial Intelligence (AI) and apply it for serving customers and strategic partners with the aim of achieving higher levels of performance in service delivery.

“The AI contributes to shortening the processing of spatial data transactions from two working days to less than a minute. The system avails the delivery services and a bundle of integrated and instant information about various types of land plots. It will be possible to access these services without any human or traditional intervention by municipal staffs. The client has just to sign in the system to obtain the required services on the spot in a matter of seconds.

Engineer Hamad Mohammed Al Rashidi, Director of Spatial Data, Abu Dhabi City Municipality, said, “The new digital services comprise of 10 corporate services and three individual services. The corporate services include: Handing over of land corners (new), handing over land corners (temporary), handing over land corners (repeated), handing over land corners (for study), approximate view of land plot, final survey of land boundaries, establishing Qiblah direction, revising building and boundary concentration, subscribing to survey stations network system, and providing coordinates of a reference survey point.

“Individual services include: Handing over land corners (temporary), a rough survey of land location, and establishing Qiblah direction,” he added.