Ministry of Finance redefines user experience with AI-powered government services

He Ministry of Finance (MoF) has enhanced three of its user services by integrating advanced technology and artificial intelligence solutions, in line with the focus areas and design principles outlined in the Government Services Development Guide 2.0 published by the Office of the Prime Minister. The move will help the government’s efforts to digitalize and comes after the signing of the Quality Charter for Government Services.

He Ministry of Finance redesigned the user experience across three transformative services through accelerator programs spanning three months from August to October 2023. This has reduced the time needed to use the services to be immediate and simplified the steps to avail the service . The ministry has also expanded delivery channels by introducing new ones such as WhatsApp for the Ministry of Finance, in addition to the smart app and website.

Mohamed Hadi Al Hussaini, Minister of State for Financial Affairs, noted that the UAE government is developing an approach based on benefiting from user insights in the design of government services to achieve a direct positive impact on society, contributing to improving the digital readiness and competitiveness of the UAE government. UAE. Consequently, the ministry offers an exceptional experience to users.

Al-Hussaini saying,

“As part of comprehensive national efforts to make government services in the UAE the best of their kind, the Ministry of Finance strives to provide an easy and effective user experience based on the latest technologies, which constitutes a leap “quantum in elevating the UAE government’s expertise in developing services and adopting continuous improvements benefiting from the latest technology.”

He added,

“We prioritize involving customers in the design of services and benefiting from their suggestions at all stages up to the evaluation of the efficiency of achievement, which contributes to the continuous development of government services to achieve top positions in global indicators” .

Omar bin Sultan Al Olama, Minister of State for Artificial Intelligence, Digital Economy and Remote Work Applications, and Director General of the Prime Minister’s Office, highlighted the UAE government’s eagerness to translate leaders’ directives to accelerate digital transformation efforts and develop services leveraging technology and AI solutions, supporting its aspirations to establish best-in-class government service models in the world.

Al-Olama stated that the Ministry of FinanceThe initiative to employ generative artificial intelligence solutions in the development of some of its services reflects the advanced level it has reached on the path to developing its services and improving its customers’ experiences. He praised the ministry’s innovative experiences in developing services and enhancing comprehensive digital transformation efforts in the government, under the leadership of His Highness Sheikh Maktoum bin Mohammed bin Rashid Al Maktoum, First Deputy Ruler of Dubai, Deputy Prime Minister and Minister of Finance.

He Ministry of Finance takes an excellence-driven approach to government services by developing its services and improving customer experience so that government work becomes a benchmark for best practices, so that future government services are characterized by speed , proactivity, inclusion, security and ease. of use.

In the context of providing the best experiences to customers and improving the quality of services so that they are personalized and adapted to their needs, the Ministry of Finance has created a comprehensive team for transformative services, where the Government Services Development Guide 2.0 It is the main reference in the process of design, provision and development of government services within transformational pathways in accelerated programs and goals to be achieved in a maximum of three months.

The three services developed by the Ministry of Finance They are ‘submit queries for the accounting of federal entities’, ‘registration of suppliers in the federal supplier registry’ and ‘submit queries about the ministry’s services’.

The development of the first service, for submitting queries for the accounting of federal entities, is based on providing the service at the designated site for mobile phones in addition to the smart application, eliminating manual data entry for requirements and replacing it with extraction automatic data, introducing artificial generation. intelligence to respond to queries, and in case of not being able to respond automatically, the query is directed to the responsible employee without submitting a new request, where the customer’s journey in the service was reduced from nine to three steps and the time to provide the service was reduced from six business days to immediate.

The second service, the registration of providers in the federal provider registry, is based on simplifying the customer registration process, sequencing the steps and eliminating more than 50 percent of the registration fields. 87 improvement procedures have also been completed to facilitate supplier registration on the digital purchasing platform, involving suppliers in the service development process. The service has been added to the smart application and new channels of instant notifications on the status of the order to improve the user experience and increase user satisfaction.

As for the third service, presenting queries about the ministry’s services, its development was based on redesigning the customer experience through the integration of generative artificial intelligence technology, significantly improving the user experience and improving efficiency, precision and speed. of obtaining information. If customers are not satisfied with the response, requests will continue to be submitted automatically, offering convenient and fresh support experiences that meet customer needs through the mobile app platform and website.

News source: Emirates News Agency