Al Ain City Municipality’s ‘i-Case,’ a new unified portal for customer service centers, has received 2,181 applications barely two months after its official activation this year.

Designed to make a Customer Service Representative’s job easier and more productive, ‘i-Case’ was developed by the municipality’s technical team deployed by Injazat Data Systems.

It features an attractive user-friendly interface that facilitates the delivery of 37 various services for customers across all Al Ain Municipality branches. The system’s unified database enables applications made in one service center to be followed up in another center under the Al Ain City Municipality network.

The portal is enabling the Municipality to enhance its operational efficiency, accountability and transparency, said a senior official.

“One of Al Ain municipality’s top priorities is the continuous improvement of services for residents and the community at large. We strive to foster a service-oriented culture by delivering services from a customer-centric manner. The new portal enables us to fulfil our customer commitments in a fast, reliable and transparent manner,” said Khalfan Al Mazrouei, the IT director, Al Ain City Municipality.

"It also reflects how Al Ain is harnessing technology to accelerate local development and complement federal efforts to transform the entire UAE into a genuine digital society," he added.

Since its deployment, i-Case has helped reduce system loads across the Municipality’s service centers. The portal paves the way for the eventual unification of service delivery programs via the internet and mobile phones.

Salama Al Dhaheri, the project manager, Al Ain City Municipality said: "This project was very fulfilling for us as it allowed us to use advanced automation technology to facilitate the reporting of the performance of these services as a prelude to their future improvement."

Commenting on the initiative, Injazat CEO Ibrahim Mohamed Lari said Abu Dhabi had a clear vision of how technology should expedite its growth plans under its Economic Vision 2030 blueprint.

"Injazat feels privileged to be strategic partner helping the municipality reach its ambitions. Our work for Al Ain municipality reflects how strategic IT initiatives are driving economic and social progress at the local and national levels. We can expect electronic governance in general to remain an important fixture in technology-driven development initiatives across the municipality and the entire emirate,” he added.

The Al Ain City Municipality, one of several departments under Abu Dhabi’s Municipal Affairs Authority. Its mandate is to serve Abu Dhabi’s Al Ain Area, which covers Al Ain City and the neighbouring outskirts.-TradeArabia News Service