Latest news with #DrMohamedAlAskar
The National
24-05-2025
- Business
- The National
Abu Dhabi super app Tamm aims for global expansion
While countries are defining what AI-powered government services could look like, Abu Dhabi has already built it. At the heart of the transformation is Tamm, an AI-powered super app that is setting the global standard for smart, seamless and citizen-first governance. From renewing your car registration to accessing more than 1,000 public and private services with just a few taps, Tamm, led by the Department of Government Enablement -Abu Dhabi, acts as a one-stop shop for government services, including transport, health care, housing and police services. Dr Mohamed Al Askar, director general of Tamm, said the app caters to 3.2 million Abu Dhabi citizens, residents and businesses, who made more than 12.7 million transactions annually, ranging from paying traffic fines to getting marriage licences. "This experience is unique, we would love not just to bring it to the US, we would love to bring it to the whole world." Dr Al Askar told The National. His comments come following praise the app received in the US Senate from Brad Smith, vice chairman and president of Microsoft. "Remember when you had a fender bender in a car and you had to fill out all these forms to get insurance coverage," Mr Smith told a US Senate commerce, science and transport committee hearing. "Now you can do it all, with one AI system, you can use your phone - and by the way, you can do this today in Abu Dhabi. We need to bring it to America," Mr Smith enthused. The word Tamm in Arabic means 'consider it done'. 'Tamm is a mobile application and gateway to more than 1,000 services. It offers one unified and unique customer experience,' Dr Al Askar told The National. Some of Tamm's popular features include certificate attestation, car licence and registration renewal, EID renewal, and utility bill payments, in partnership with companies such as Du, e& and Salik. 'We want to be ahead of the game in the digital age if we consider ourselves as a benchmark of the world. It is simple idea that government is here to serve people and this is the vision of our leadership,' Dr Al Askar added. With Tamm's AI assistant, finding answers to even the most complex government processes has become effortless for customers. The AI assistant, a voice-enabled, intelligent concierge, handles 77 per cent of requests instantly. More than 700,000 users have interacted with the AI-assistant since its launch in October 2024. It learns from user behaviour and scored a 92 per cent customer satisfaction rate as of April. 'It is a unique experience that is not available globally. It is a lifestyle app with time assistant. You can ask questions and interact, finish the service with AI assistant at your fingertips,' Dr Al Askar said. For example, car renewal used to take days, but with Tamm there is no waiting in lines, other than the inspection of the car. The system recommends the right type of insurance policy and synchronises it with registration. The main feature of the app is the pay for all button, meaning you can pay for all bills in just one click. 'This is convenience to the customer that was difficult to do this in the past,' Dr Al Askar said. Ruba Al Hassan, director general of strategic affairs and future foresight, said Tamm has one advanced feature called snap and report, that allows people to report issues across Abu Dhabi. 'People can use the feature to report potholes, traffic light malfunction or road damage by taking a photo and letting the AI assistant in the app handle the rest,' Ms Al Hassan said.
Khaleej Times
23-05-2025
- Business
- Khaleej Times
Paying fines, getting licence in Abu Dhabi: How Tamm simplifies online services
At the heart of Abu Dhabi, the Tamm Factory is revolutionising how over 1,000 public and private services are delivered — conveniently accessible through a single app. As the headquarters of the emirate's unified government services platform, Tamm is redefining the way citizens and residents interact with government. Stepping inside, the layout is anything but conventional. Teams are gathered in circular clusters around their screens, while huge digital dashboards display real-time metrics on user behaviour, technical performance, and customer satisfaction. The atmosphere is alive with energy, just like that of a busy beehive. 'It's kind of like a honey hive,' said Dr Mohamed Al Askar, Director-General of Tamm. 'Each section has its own team, responsible for a core function. This setup lets us be proactive and act quickly —fixing issues in real time and ensuring our customers are not just satisfied, but delighted.' This emphasis on delight over mere satisfaction is central to Tamm's philosophy, noted Ruba Al Hassan, Director General of Strategic Affairs and Future Foresight. Thanks to real-time monitoring, the team can spot and resolve issues before users even report them. That the team does not wait for complaints. "We are more proactive, more integrated with the entire system," Ruba said. 'It's like monitoring a patient with connected medical devices — the doctor sees the data and can take immediate action.' Seamless government services Tamm's journey began in 2005, when UAE President Sheikh Mohamed initiated the first government service centre in Al Dhafra. The goal: spare residents a 250km trip to Abu Dhabi for routine paperwork. Initially a physical one-stop shop, Tamm transitioned to a digital platform following the launch of the emirate's e-government strategy in 2006. What distinguishes Tamm today is the seamless integration of government services, a design philosophy deeply embedded into its tech-driven infrastructure. 'Tamm is all about destroying the barrier between different government entities to provide a seamless experience that is effortless for our customers,' described Dr Al Askar. The workspace itself mirrors this openness — there are no closed doors, only open spaces that encourage collaboration and speed. 'Everybody can talk with each other; you can walk up to anybody here, ask him for something, and things move faster.' AI at the heart of service At the centre of the facility lies an oval-shaped hub: Tamm's AI team, deliberately placed at the heart of operations. 'It was kind of symbolic for us,' said Dr Al Askar. 'We want to emphasise that AI is at the heart (of everything). We design every service from the beginning with AI in mind.' This commitment to AI has attracted international interest. In January, Microsoft President Brad Smith toured the facility. Weeks later, he mentioned Tamm during a US Senate hearing, citing it as a model for tech-powered governance. A Touch of Humanity But for all its technological sophistication, it's the human element that truly sets TAMM apart. One flight up, in a sleek, circular glass room, sits the TAMM Care and Advocacy Team — described by Ruba as 'the soul of the operation.' Unlike conventional call centres, this team acts proactively. 'We created the team about a year and a half ago,' said Dr. Al Askar. 'They reach out before you even ask for help.' Meanwhile, Ruba Al Hassan shared a personal experience that perfectly illustrated Tamm's proactive approach. 'One morning, my husband mentioned I had received a radar ticket,' she recalled. 'Just minutes later, someone from the Tamm Care and Advocacy Team called to inform me that the radar in question appeared to be issuing an unusually high number of tickets. They offered to file an appeal on my behalf." That unexpected act of support, she said, embodied what Tamm strives for: not just meeting expectations, but creating moments of customer delight — a core principle that defines the platform's culture. Intuitive design, inclusive access User experience is another key pillar of Tamm's success. The platform is designed to be visually appealing yet highly intuitive, whether you're tech-savvy or using it for the first time. To report an issue, users simply need to shake their phones. A screenshot is instantly created and submitted. Tamm's AI-powered chatbot, activated via a falcon icon, can answer queries or perform tasks directly. Users always have the option to connect with a human agent. Special care is given to senior citizens and people of determination, who receive priority access and enhanced support. International recognition on the horizon TAMM's innovations have not gone unnoticed. The platform is currently competing for a prestigious United Nations award, standing alongside some of the world's most advanced tech systems. Reflecting on TAMM's evolution, Ruba shared, 'It's taken nearly 20 years to get here, and yet we still feel like we're just beginning.'
