Department of Digital Ajman (DDA) and Sprinklr Form a Partnership

Today, Sprinklr, a leading platform for unified customer experience management, has announced a significant partnership with the Department of Digital Ajman (DDA). This collaboration aims to revolutionize the citizen experience across all government entities within the Emirate of Ajman by implementing an innovative cross-channel program.

Dr. Ohoud Ali Shehail – Director General of the Department of Digital Ajman, said, “Our partnership with Sprinklr marks a significant step towards revolutionizing citizen engagement in Ajman. By leveraging our deep understanding of governmental services and human design, as well as Sprinklr's advanced CXM platform, we can gain invaluable insights into citizen journeys, enabling us to deliver seamless and personalized services across all digital touchpoints. This collaboration underscores our commitment to driving innovation and enhancing citizen satisfaction in the Emirate of Ajman. We utilized the platform to enhance the abilities of our agents with AI capabilities and harnessed the power of Large Language Models to empower the Emirate's chatbot. In addition to that, we are working on introducing government services within the platform and this includes provisioning government services within the chatbot and via the call centre 80070”

Aligned with the DDA's core mission to elevate the experience of Ajman residents, this partnership focuses on delivering high-quality, integrated, and innovative services across various channels. Leveraging Sprinklr's AI-powered platform, which encompasses social, digital, and voice services along with features like social listening, chatbot conversational AI, and voice analytics, the DDA aims to gain deeper insights into visitor and citizen journeys. This insight enables the delivery of seamless and personalized services.

Since its inception last year, the DDA has made notable strides. Response times to customer inquiries across digital channels have been reduced by an impressive 55%. Moreover, the department has realized significant efficiency gains, saving approximately 10 hours per week in content production. This strategic realignment has translated into substantial cost savings amounting to $900K, achieved through content repurposing and enhanced operational efficiency.

Haitham Elkhatib, Senior Vice President of Growth Markets at Sprinklr, said: “We are proud to partner with the Department of Digital Ajman and support their cutting-edge work to revolutionize citizen engagement in the Emirate of Ajman. The results already achieved are a testament to the DDA team’s skill and passion to serve the citizens of Ajman and visitors to the region. This collaboration underscores our commitment to driving innovation and enhancing citizen satisfaction in the Middle East.”