3rd January 2023: As part of the Abu Dhabi Program for Effortless Customer Experience led by Abu Dhabi Executive Office (ADEO) for services provided on the TAMM e-government portal, the Environment Agency – Abu Dhabi now offers very simple steps to customers requesting a license for deepening a groundwater well. 

The Abu Dhabi Program for Effortless Customer Experience is a pioneering new model that will enable effortless customer experiences across the Abu Dhabi Government and position the emirate as a leader.
The new model, which addresses the entire customer experience holistically, is benchmarked against international standards and will include major investments in human capital through a government-wide effortless customer experience training programme.
The Abu Dhabi model uses a holistic and collaborative approach to address the entire customer experience across four dimensions which include: direction, design, development and delivery.

The program also includes five strategic components which are: a Customer Experience Policy and Guidebook which outlines roles and service delivery standards and a focus on prioritising the customer experience for improvement to concentrate efforts and resources. The program also has a tailored design lab in collaboration with advanced partners, developing the customer experience agents’ capabilities to enable them to provide world-class customer experience and finally establishing a pioneering measurement model with a focus on the customer effort score (CES).

EAD redesigned its effortless customer experience service through the lab in Yas island with support from the ADEO and international entities. The Agency was given a hundred days to simplify the steps on an example customer journey, and selected the request for a license for groundwater well deepening, given the previous service challenges it has posed. Following an extensive internal review, EAD have made the service instantaneous, without the need to upload any documents. Now, customers can submit the application after logging in with their UAE Pass, pay the applicable fees, and will instantly receive the electronic license. 
XXXXX from the Environment Agency – Abu Dhabi said: “At EAD we always ensure that we are aligned with the wider vision of the Abu Dhabi government and the trend now is digital services that are quick and efficient without the physical need to visit any government entity. As part of the Abu Dhabi Program for Effortless Customer Service trials, we chose the request to deepen groundwater wells as the service we wished to enhance. We were given a hundred days to improve the customer journey, and, before the deadline, we were not only able to launch the service ahead of schedule, but have reduced to a minimum the number of required steps to complete the application and licensing process.”

EAD currently has XXXXX digital services available on TAMM, including: Recreational and Commercial Fishing Licenses, Licenses for Aquaculture, and Permits for Native Trees Plantation and Translocation. This is in addition to Environmental Licensing of Groundwater Wells Drilling and Use, Development and Infrastructure Projects, Industrial Facilities, and the Registration of a Consultancy Office. The Commercial Establishments License has been revised and now merges Environmental Licensing for Commercial Facilities, Animal Production Farms, and Hazardous Materials Stores under one service umbrella.  
TAMM is a one-stop-shop for all Abu Dhabi government services launched by the Abu Dhabi Digital Authority, and it is designed to reduce pressure on consumers and remove the need to visit government facilities for any service.