As the official Digital entity of the government of Ajman- The Department of Digital Ajman leads the vision of Digital Transformation for 18 Local Government entities.

DDA was focusing on building the needed digital infrastructure to enable service digitization along with all local government entities. Although we have reached 98% digitalization, the impact on society and customer happiness was not what we aimed for.

It was obvious we could not meet this challenge by focusing on customer experience alone. Our team thought about exploring a broader view of government services, including the customer, service provider, and service delivery partners. To address this, we developed the Total Experience (TX) program, which offered a good model.

Digital Ajman launched the Total Experience Program with the aim of making a leap in the efficiency of government services and raising their level to comply with international standards. As part of this program, A comprehensive set of tools are used to evaluate the maturity of government services, such as; UI Audit, Customer Perception Survey using AI, Service Walkthrough Audit, Customer Journey Map and even more tools. As a result, we made existing services better, faster, and more efficient for everyone involved in those services, from employees to service providers and ending with customers. A first-of-its-kind 360 approach.

https://www.ajman.ae/

• Ajman, United Arab Emirates

• Older persons
• Indigenous and nomadic peoples
• People with disabilities

Through the TX program, organizations can evaluate the quality of their services and enhance customer satisfaction throughout all channels of service delivery, regardless of industry or division. The 360 methodology is put in place to improve any service or product, by including all stakeholders involved in the process. Thus, the program applies to any government entity or private firm that provides services to its clients.

This program is ever-evolving. It continues to grow as the environment around us grows. The TX program does not stop after evaluating and improving service; it ensures that the modules put in place are easily adaptable to future changes based on new needs, changes, emerging technologies, and even platforms.

The study of a particular service takes samples from everyone, regardless of their age, gender, religious background, or ethnicity. This ensures equality and tolerance for all, and it guarantees that the services are suitable for everyone. The TX program also studies and evaluates how services are provided across different service channels. For example, if the service is available in multiple languages, or if the service provides aid for those with visual or hearing impairments. Through the TX program, services will be made more efficient by reducing the number of steps required to complete a given service, as well as the number of paper documents required. Less paper used means more trees for our beloved earth.