We are just 2 years away from Expo 2020. What are the various key projects that Dubai Municipality will be embarking on in 2018?
Dubai Municipality includes 35 different service department with this being said and 2020 is only 2 years away, our main focus is getting ready for the massive number of people that will be visiting Dubai Our foundation stone is Data, how to use data properly to reach the maximum level of satisfaction for all service users, food safety, how can we ensure that every food journey from across the world to Dubai residents and visitors is 100% safe, and with more people come more waste and how to manage the expected number of waste generated This was just a sample of the kind of challenges we are expecting in 2020, therefore we are utilising the most recent technologies to ensure smooth journey for all 2020 Visitors, Block Chain and IOT for Health and safety Measures, Robotics for Waste management activities so on and so forth.
Tell us about any of your recent project and what benefits it offered to the citizens?
Food tracking system based on IoT, BigData and Blockchain
Closely related is a strategy to make data omnipresent, with special emphasis on leveraging open data for wider service adoption by encouraging innovation with new business models. Dubai Municipality collates and generates a lot of business data particularly useful within the public domain. These non-classified data will be made available to the public who are encouraged to consume and produce value added services out of it. “Food Watch” is a major initiative from the Food & Safety Department supported by IT department which allows collaboration between the suppliers, importers, regulators, restaurants, DM officials, health authorities and customers. Using Blockchain technology, food products will be tracked digitally from farm to store shelves and ultimately to consumers. This technology enables the monitoring of information such as farm origination details, batch numbers, factory and processing data, the intermediary details, expiry dates, storage temperatures and shipping details, along the entire food supply chain. Safety and compliance will be the key objectives of this initiative. Data inputs from large number of IoT devices (Big Data) during food processing, transportation, storage etc. are captured for analytical processing, compliance checks and making business decisions.
- Edge for Health and safety Quality compliant food provider companies
- Extra Security Measure for Customers’ health and safety
Smart CRM system based on Artificial Intelligence and Machine Learning
Dubai Municipality is leveraging the power of AI and machine learning specially in the CRM space resulting in the ability to deliver more smarter, predictive and personalized customer experiences. AI-powered CRM activities covers a wide spectrum of use cases such as improving customer classification and qualification, personalizing marketing and awareness campaigns and lowering costs of support calls. With the rapid proliferation of customer data, AI driven CRM enables us to prioritize customers, alert customers of potential delay in services and provide smart enquiry services. With AI in CRM, we already have a solution before a problem even arises and the customer doesn’t have to make a call due to interactions happening on a constant, continuous basis. The AI-driven interaction automatically provides context sensitive contents to the agent at the right time, including suggested solutions, relevant cases, and best next actions. The continuous flow of customer data translates into a greater understanding of the customer and a superior experience that builds our brand loyalty.
- Integration with Google Maps Street View so customers don’t need to know the actual location name, as the Customer service agent will be able to see the actual view of the customer surrounding
- Predictive analysis for Incidents/Service request for Users and Areas.
- Bots integration to automate the response calls
- Real time tracking of the service delivery where customer can predict the delivery ETA through the app
What’s the main direction for Dubai Municipality digitalization?
Our main focus going forward would be:
- Align with Dubai 10X initiatives
- Embrace disruptive technology in all aspects of work
- Focus on data analytics, AI and ML technologies
What would be your advice to your regional colleagues? How can the CIOs and IT Directors of the government organizations walk together to further achieve the visions of 2020?
My advice to all IT leaders would be, start from the basic. Data gathering, Analysing and mining is the corner stone to start with, once they have punctual accurate data the business need along with implementation ideas will follow.