‘TAMM Listens’ launched to measure customer satisfaction in digital services

By Rahul Vaimal, Associate Editor
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Abu Dhabi Government Services Ecosystem TAMM has released “TAMM Listens,”  a customer experience measurement tool to understand customer satisfaction.

The “TAMM Listens” tool is designed using advanced technology along with the use of data and analytics. It will track and monitor feedback to identify and address problems of the TAMM users and enable its users to have a smooth customer experience while accessing digital government services.

This measurement tool will help TAMM to engage with users, understand their needs and serve people and residents of Abu Dhabi.

The ‘TAMM Listens’ is available in all TAMM platforms such as website, mobile app, TAMM Service Centers across Abu Dhabi and Abu Dhabi contact center. Also, it can be accessed through the websites of the Abu Dhabi Government Entity.

The introduction of the ‘TAMM Listens’ measurement tool comes under the guidance of the Higher Committee of the Digital Government and is associated with its efforts to enable a digital transformation governance system in Abu Dhabi to deliver new concepts of government services.

Mohamed Al Askar
Mohamed Al Askar
Director General
Abu Dhabi Digital Authority

“As we continue our journey in embracing digitalisation for all government services in Abu Dhabi, the Customer Experience “TAMM Listens” Measurement tool is another step forward in what is an important milestone for TAMM. Serving the needs of people is at the forefront of what we do and we strongly believe that it is vital we listen to the users who will be accessing and completing government services and find out how we can improve the way we deliver our services on TAMM and enhance customer service at the same time.”

Mr. Al Askar further added, “The ‘TAMM Listens’ measurement tool allows us to analyze the feedback and insights, and explore new ideas to make TAMM more efficient and easier for all users.”

Her Excellency Aisha Ibrahim Al Marzooqi, Executive Director of Government Services Sector at Abu Dhabi Digital Authority said, “The ‘TAMM Listens’ measurement tool enables TAMM users to offer their feedback by rating their experience with different facial expressions when interacting with government websites and upon completion of each service. They can also answer a range of follow-up optional questions.”

“TAMM is also adopting data and analytics to develop comprehensive reports across all Abu Dhabi Government Entities and services which can be shared with key stakeholders”, added Ms. Al Marzooqi.

The main areas that will be evaluated are overall channel performance, ease of use and access, service reliability, quality of service and Abu Dhabi contact center and service center agent support.

TAMM uses the latest technology to accelerate digitalization across the Emirates and to make Abu Dhabi a better place to live and work. The ecosystem has flourished in these ventures by ensuring high quality and effective government services to all Abu Dhabi citizens, many of which have been launched in recent months.