Session type:

Case Study

Presented by:

Saeed Almulla

Department of Government Enablement

Wafa Abdel Jalil Abu Snaineh

Gov. Design Academy

Session time:

18 Sep 15:30 16:30

Session duration:

60 minutes

About the session

This session will showcase the initiative of the Abu Dhabi Programme for Effortless Customer Experience, a transformative endeavour aimed at redefining service delivery across all 67 entities in the Emirate.

The focus will be on the innovative concept of effortlessness in public services and its pivotal role in achieving the vision of becoming the world's most effortless government.

Participants will gain insights into the programme’s origin, its implementation strategies, and the significant impact it has made on elevating the overall customer experience.

Participant takeaways:

  • Understand the importance of CX in the public sector
  • Gain insights into the holistic approach of the Abu Dhabi Program for Effortless Customer Experience
  • Learn from practical case studies and real-world examples
  • Discover strategies to address challenges and streamline government processes.


CX, Service delivery, Strategy

About the speaker(s)