Total Experience Program

An initiative that aims to provide an exceptional experience for customers, employees and partners by involving them in all stages of developing government services, starting from designing these services all the way to its evaluation and testing stage. This initiative is based on The Total Experience (TX) model, which is the first of its kind in the UAE, and it aims to design highly efficient experiences for stakeholders, employees, customers and business partners alike. Empowered by data and artificial intelligence, the project is looking to achieve an exceptional level of interaction between its key audiences while keeping up with local and global changes and achieving happiness for Ajman’s citizens and residents.

The Department of Digital Ajman has set forth two parallel tracks within the program to enhance collaboration among all local and federal governmental entities collectively, and to ensure a sustainable achievement of the initiative’s objectives. In the first track, it developed a framework consisting of 10 interconnected tools to guide governmental entities on how to achieve the ‘total Experience’. This included user interface audits within websites and apps, mapping employee and customer journeys, and capturing customer perception and behavior using artificial intelligence, assessing the availability of service channels, and examining the quality and precision of information and the extent of collaborative governmental solutions utilization.

In the second track, assessments were conducted to identify government employees who could be trained to become specialists in the TX program according to a pre-determined set of skills. They were integrated into different governmental entities with specific roles and responsibilities to ensure the success of the initiative.