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The Environment Agency – Abu Dhabi has launched the updated version of the service for requesting a license to deepen a groundwater well, with the aim of facilitating the customer’s journey and reducing effort and time by reducing the procedures necessary to obtain the service available through the Abu Dhabi Unified Government Services System “Tamm”.
This comes as part of the “Abu Dhabi Program for Effortless Customer Experience” launched by the Abu Dhabi Executive Office to enhance the experience of customers with government departments in the emirate.
The program is a pioneering model in improving the experience of customers with the services provided by the Abu Dhabi government and strengthening the emirate’s position as a leading destination in the field of customer experience with the government sector.
This new program was designed in accordance with the best international standards in this field and focuses on improving the customer experience comprehensively. It also invests in human capital by providing comprehensive training programs on the experience of customers with government agencies.
In developing this service, the authority used the “Abu Dhabi Effortless Customer Experience Program” model, a comprehensive pioneering model to improve the customer experience, which focuses on four main axes, including strategic direction, design, development, and service delivery based on five strategic drivers represented in launching the customer experience policy and guide in the Abu Dhabi government, which By defining roles and setting standards for service provision, in addition to defining the necessary priorities to improve customer experiences to ensure that efforts and resources are focused around them, developing a pioneering design to improve customer experiences in cooperation with the best international competencies, and investing in capacity building by enhancing employee skills to enable them to provide world-class experiences for customers and developing an advanced model for measuring performance The customer experience, the most important of which is the customer effort index.
The authority redesigned the customer experience service through a laboratory established on Yas Island with the support of the Abu Dhabi Executive Office and international bodies. Service Process Engineering The service was launched as an instant service without the need to upload any documents.
With the activation of the online service, customers will now be able to apply for a license to deepen a groundwater well through the smart “Tamm” application or the “Tamm” website, after logging in using the UAE Pass digital identity, where the applicant must choose the environment conservation services, then “Issue a license to deepen a groundwater well” service. Upon approval of the terms and conditions, the applicant will obtain the license electronically through the “Tamm” system.
Saud Salem Al Neyadi, Director of the Authority’s Customer Happiness Office, said that the authority is keen to align its services in line with the ambitious vision of the Abu Dhabi government and its endeavor to provide fast and efficient digital services without the need to visit any of the service centers or various government agencies.
He added: “Within the framework of the “Abu Dhabi Program for Effortless Customer Experience”, we chose to request a license to deepen a groundwater well as a service that we wanted to improve. We were given 100 days to improve the customer’s journey, and we succeeded not only in launching the service ahead of schedule, but also reducing the number of steps required to complete the application process. And get the license to a minimum.”
Currently, 10 main e-services are available for the Environment Agency on the “Tamm” portal and application, including recreational and commercial hunting licenses, aquaculture licensing, permits to transport and plant local trees, and a falconry license.
In addition to environmental licenses for drilling and using groundwater wells, licenses for development and infrastructure projects, licenses for industrial facilities, licenses to register an environmental consulting office, as well as licenses for commercial establishments, in which environmental licenses for commercial establishments, animal production farms, and hazardous materials stores were merged under one service.
