Abu Dhabi Government Entity Improves Digital Government 2.0 Maturity, Revenues & Customer Satisfaction
A Free Zone Authority in Abu Dhabi wanted to improve its digital government 2.0 maturity so as to improve their partner experience & interaction by providing online services to drive revenue growth and retention. They also wanted to reduce the footfalls in their office and promote digital adaption in-line with UAE’s vision to go paperless.
Business Scenario
To empower and improve partners’ experience, our customer planned to revamp its existing eServices portal.
Some of the key challenges faced by the client consisted of:
- Semi automated processes leading to higher turnaround time
- Lack of end to end visibility on services
- Non integrated applications leading to manual intervention
- Unorganized or incomplete partner data leading to ineffective data analysis and decision making
- High call volume on customer service department resulting in delays
Solution
After careful assessment of existing IT landscape by Intertec, they proposed to implement e-Services solution that will aim to provide the client with an omni-channel digital experience for their partners and prospects. This would help client towards revenue growth, customer retention and improve overall operational efficiency. It would further improve collaboration between internal and external stakeholders for enhanced partner experience through integrated business applications.
The solution aimed to enhance communication thus providing a responsive, managed, controlled and multi-channel approach using the partners preferred channels. The high-quality, cost-efficient services delivered through this e-Service platform make it simpler to use for partners, and empowers them to use client’s products or services online.
Intertec also completely automated all the internal processes for a more efficient service delivery platform and rapidly deliver new services capabilities. This resulted in secured access to partner data thus building trust and comply with regulatory requirements.
These integrated service platform opened several avenues to the client to analyze partner data and take informed decisions, prioritize investment and drive partner experience design across the business.
Result
- Improved service turnaround time from 14 days to 3 days
- Reduced visa issuance time from 3 days earlier to 2.5 hours post implementation
- Paperless Office: Digitalized all physical documents and other documents
- Process control and monitoring: Complete visibility on the process status, bottleneck, resource allocation
- Consistent experience across all channels: Partners can access services or receive information through both digital and traditional channels depending on their preferences
- Self-Service Capabilities: Partner can self-serve their own enquiries and access account information through a secure, interactive portal that offers a personalized experience consistent across all channels
- Integrated Platform to Unified Experience: seamless integration between customer care, support team, facility and finance