TAMM ABUDHABI GOVERNMENT SERVICES

COMPANY BACKGROUND
o Company name: TAMM
o Introduction

• TAMM is a department that was developed through the cooperation of government entities in Abu Dhabi
so as to harness the latest technologies and digital solutions to customers. Through the use of TAMM the
customers can have direct access to services without having to visit the government entity.

• TAMM have brought digital transformation in Abu Dhabi where the citizens, residents and visitors
have access to high quality and efficient government services by embracing a safe and digital
platform. For instance a customer can inquire about traffic fines and pay for the fines using TAMM
and also pay for water and electricity bills using TAMM.
SERVICES PROVIDED
• TAMM provides a platform where users can access different government
entities and the services they offer. According to Hammad Al Hammadi,
director of digital channels at Abu Dhabi Digital Authority, there 600-plus
government services are currently available on the digital platform. Some of
the government entities and services offered are listed below.

• Water and electricity

• Mawaqif parking
• Municipal services
• Department of Economic Development services
• Hospitals
• Schools
• Transportation options
• Telecom services
• Moving to a new home
BUSINESS VISION, MISSION AND OBJECTIVES
• TAMM vision:
- is to be leading the digital future by providing services that keep up with the current trends in
technology and advance as technology upgrades.

• TAMM mission:
- is to enable, support and deliver a digital government that is proactive and personalized collaborative.

• Business Objectives:
- TAMM aims providing Any Dhabi citizens, resident and visitors with high quality and efficient
government services through safe and integrated digital platforms.

- The TAMM aims to provide its customers with a comprehensive range of government services through
one single point of access at any time and place.

- TAMM also aim to put its customers exposed to fast and efficient platform that is seamless,
approachable, ombi-channel, that allows people to satisfy their needs with ease and efficiency.
IT SITUATION ASSESSMENT
o Organizational structure
 TAMM STAFFING AND SKILLS
The table below provides skills of the IT team Project Manager - Management 1
- Analytical
-
Staff Skills Number of employees Communication
- Time management
IT Director - 1 - Project management
- Visionary
Assistant IT Director - Leadership 1 - Adaptive
- Critical thinker
- Planning
-
- Communication Security Team Understand security standard 5
- Critical thinking
- Analytical - Communication
- Teamwork

Security manager - Management 1 - Report writing

- Attention to detail
- Analytical
Project team - Critical thinking 2
- Communication - Communication
- Teamwork
- Time management - Report writing
- Attention to detail
- Monitoring of data - Ready to learn

security breaches Technical support manager - Computer specialist 1

- Network - Critical thinking
- Communication
troubleshooting for - Teamwork
- Report writing
error - Attention to detail

- Security device Technical support team - Ability to Diagnose Problem 2

- Attention to Detail
management
- Analytical Thinker
- Communication Skills

Total - 14
EMPLOYEES CERTIFICATION
Staff Certification
IT Director - Information Technology Infrastructure Library
Assistant IT Director (ITIL).
- MCSE: Desktop Infrastructure
- Risk and Information Systems Control.
- Cisco Certified Network Associate (CCNA) &
Microsoft Certified Solutions Expert (MCSE)

Security manager - Certified Ethical Hacker

- HDI Support Center Team Lead
Project Manager - Project Management Professional (PMP)
Security Team - Certified Ethical Hacker (CEH).
- Penetration Testing Certified
Project team - Project Management Professional (PMP)

Technical support manager - Cisco Certified Network Associate (CCNA)

- Handling all IT related problems
- Oracle certification

Technical support team - Cisco Certified Network Associate (CCNA)

EMPLOYEES CERTIFICATION
• CCNA certification: a certification to prove someone’s capability to navigate the ever-changing IT environments. It covers the following
areas covers networking fundamentals, IP services, security fundamentals, automation and programmability. With this certification one
can handle any network without challenges.

• Oracle certification: can handle any databases however complex they are.

• CEH: has knowledge about the latest hacking techniques and methodologies used by hackers. This ensures that one has the core
concepts about security.

• Project Management Professional (PMP): one gains adequate knowledge of how to handle projects successfully.

• Cisco Certified Network Associate (CCNA) & Microsoft Certified Solutions Expert (MCSE): individuals with these certifications are
able to demonstrate their ability to builds and come up with innovative solutions to handle problems using the new technologies.

• Information Technology Infrastructure Library (ITIL): helps ne to standardize on the delivery and maintenance of information
technology to achieve the business success
EMPLOYEES QUALIFICATIONS
The table below outlines the qualifications of the TAMM employees.

Staff Qualification
IT Director - Masters in security management
Assistant IT Director - Bachelor of Information Technology

Security manager - Master in Data Management

- Bachelor of Information Technology

Project Manager - Maters in Project Management

- Bachelor of Information Technology

Security Team - Bachelor of Computer Science

Project team - Bachelor of Information Technology

Technical support manager - Bachelor of Information Technology

Technical support team - Bachelor of Information Technology

CUSTOMER SATISFACTION
• By visiting the TAMM websites customers are presented with all the available services which they
can apply for as shown in the below image. Users have to select the desired service and follow the
prompts to get the desired service.
SECURITY PROFILE
• The security department is responsible for setting and security procedures that need to be followed by the employees
working in an organization. The department is also I charge if ensuring that everyone is educated and aware of the risks
associated with security breaches and how they can be avoided. The department has worked to ensure that all the
operations held are held with the highest security. The manager works with his team to ensure that no customer data is
accessible to unauthorized personnel. There are also set procedures of accessing and using data by TAMM employees.
Some have the right to only read data without performing any changes whiles others have read and write permission
depending on their roles. Data confidentiality, integrity and availability are keys for better performance of the
organization towards delivering services with 99 percent customer satisfaction.
IT SERVICE MANAGEMENT APPROACH
• The IT service management describes an approach that is used to design, deliver and manage how a business uses
technology to deliver services to their customers. It includes all the activities and process that support the services
throughout its life cycle. TAMM provide services to their customers by providing a digital platform where users can
access the government services in a single interface. The users are required to visit the TAMM website or use an
application where after successful login they can complete tasks they want to accomplish.
• TAMM IT department relies on documented processes where for every IT activity to be accomplished the set procedures
have to be followed to the latter. This creates a clear picture and visibility of how tasks have to be accomplished. Thus,
providing consistent and compliant services to the system users and across the entire system.
• To acquire assistance the customers, contact the service center and their issues are presented to the IT team. Also, for the
employees they able to reach to the technical support team where they are issued with ticket and the team will respond
back to the employee with a solution. A response from the support team may take approximately 12 hours to give a
feedback. Generally, it is not a convenient way to solve client issues since such duration to wait for feedback may not be
possible for client to wait.
• To measure the success of customer satisfaction TAMM has launched a customer experience measurement tools where
users can add their comments or suggest new improvements after they have completed a service. By using the generated
data and statistical inference they will be able to address issues faster so as to improve the experience of the system
users.
IT AND BUSINESS ALIGNMENT ISSUES
• IT and Business Alignment is a major priority among the business leaders due to its impact in business growth. This is
not the case with the business some years back when information technology was not strongly adopted and a
determinant in business success. TAMM has made efforts to ensure information technology and business alignment.
Engaging IT department in major business decisions and aligning business goals and objectives is among the efforts
made by the organization. Additionally, TAMM ensures that the users and the IT department approach issues with the
same view point.
• Communication is a priority at TAMM where all the users a given an opportunity to collaborate and raise their issues by
exploiting the new and emerging technologies and media channel to communicate as well involve all the stakeholders
both in public and private sector. By doing this they achieve their main goal to serve the citizens as well as safe guard the
rights of the stakeholders. It has also enabled TAMM to close the communication gap which can be a major threat to
achieving the objectives.
• TAMM has almost achieved IT and business alignment by ensuring that all the stakeholders come to a conclusion that in
order to achieve their goals there is need to consider the necessity of information technology. For instance, whenever an
employee experiences a technical problem, they do not try to fix it on their own but rather they will inform IT support
team for help. Generally, this will save time and avoid further damages that could lead to more wastage of resources.
IT LEADERSHIP PROFILE
• The IT department headed by Hammad Al Hammadi who is director of digital channel at Abu Dhabi digital authority. He
possesses exemplarily technological and supervisory skills which he uses to facilitate operations in IT department,
delegates tasks to team members and identify any arising challenges in the implementation of technology by TAMM.
• TAMM information technology team consists of members who are flexible and dynamic to adopts new technologies that
are necessary in meeting the business objectives and provide a successful implementation of technology. The team
members keep an eye towards the future trends which can be implemented to provide a better business environment. The
IT department always trains the employees on new emerging technologies to sharpen their skills and increase their
productivity.
ENTERPRISE ARCHITECTURE
• As technology advances businesses also need to change how they operate by improving the implementation of
technology in different departments. Every department should take advantage of the advanced technology in carrying out
daily activities and working towards the business objectives. TAMM has used technology, where serves have been used
for data storage thus enabling users to access data from common source. The serves also help in collaboration whereby
files saved by other people can be accessed easily. Servers also minimize cost because the company does not incur
additional cost of purchasing software licenses. They also make it easier for scalability and support because the IT
departments do not have to configure and provide support to a large number of people.
• TAMM has implemented a communication plan whereby departments do not use pen and paper to communicate. For
instance, the support team does not need to write down the items they need to be procured but using instant
communication through email they are able to communicate faster. Implementing the same technology in all departments
has placed the organization in a better position to work toward the business objectives.
• TAMM has given IT department the access to the whole platform and the stakeholders have trusted the team with
the information in different departments. Enterprise architecture has helped TAMM to merge its IT infrastructure with
their business goals, by promoting translation of strategies into procedures that are clearly defined. It has also helped
TAMM to ensure consistence and integration in service provision to customers.
MAJOR IT BUSINESS GAP ANALYSIS
• The use of servers by TAMM which are slow: considering that many people are using the system to accomplish different
services this makes the server very slow to accomplish a particular request which may end up discouraging the
customers from using the TAMM platform. This is very un-effective way since TAMM would have no difference or
make any significant changes from the old method which is known to waste time and resources. Normally they should
first address the peoples concern to save time and avoid unnecessary delays and timeouts.
• The unavailability of some services in TAMM: after TAMM was launched the not all the government entities that joined
TAMM thus, making it not to have all the required services in a single platform. This is likely to lower the operational
feasibility since it fails to meet the performance threshold making it unworthy investing in. the term platform should
actually be implemented as long as it meets intended purposes of converging all the services at one point. For example
the government consultancy agencies which provide consolations to citizens on different issues such as business
establishments and the currency conversion services are yet to register with the TAMM system.
• The use of the support team to offer support to the users: some issues are so common and repetitive; at times the
customer way waits on queue before being connected to the available support team. This leads to wastage of time. Some
of these inbuilt procedures are expensive and very unnecessary to be included in TAMM platforms which initially are
meant to make work easier and short.
STRATEGIC AND ACTIONS
o Alternative solutions
o Slow servers

• Use of virtual servers: to meet the requirements of customer satisfaction TAMM needs to eliminate use of slow servers that makes the
request of services to take a long period of time. The implementation of the virtual servers will not only bring the benefit of speed but
also availability and better disaster recovery. The company will also save on hardware costs as they will not implement server space
storage which they do not need.
• Use of cloud servers: cloud servers will provide improved collaboration where many people can easily access and share information
using a shared storage. When implemented by TAMM the users will access the services very fast. The adoption of cloud will also
provide excellent accessibility as the services can be accessed from any place or from any location in the word. TAMM will work
effectively and efficiently since will be based on a cloud database which is real time. This enables all the users to be synced in real
time and the data updated automatically without refreshing the application.
RECOMMENDATION
• TAMM should implement cloud platform and should ensure that the research team is conducting extensive
research to find improved ways of handling data and ensuring improvement is in that customer requests are
handled in the best response rate. That the response rate improves with time.

KEY PERFORMANCE INDICATORS

Ensure that the servers are able to respond to customer request at a rate of 30 sec per every request submitted to the
server

Customer satisfaction score: a 99 % score means that the customer is satisfies with the system response of their request
after the implementation of the cloud servers.

• External and industry benchmarks: this will help TAMM to understand where the customer score stand a customer
satisfaction of 99 % is the best for TAMM. This will mean that the implementation of the cloud servers has boosted
the operation of the TAMM platform as per the stakeholders’ expectation.
 THE UNAVAILABILITY OF SOME SERVICES IN TAMM
• Provide intensive training to the government entities on the importance of joining TAMM. This will ensure that they are
aware of the benefits that they will reap as a team by providing the services in a single platform. Some will include
having to gain popularity and acquire huge amounts of data that can be used for data mining and also decision making to
improve the operations of the government entities.
• Making it a legal requirement that all government entities have to join TAMM. The users will benefit from having to
access all the services in a single location.
RECOMMENDATION
• In a period of about 5 years of continuous system use, lots of data would be which generated which would necessitate data
warehousing and data mining.

• The data can also be analyzed to help in making decisions on how to improve TAMM performance.

KEY PERFORMANCE INDICATORS

• Over 700 government services provide by the UAE government should be available on TAMM
• Customer Effort score: used to gauge how easy TAMM makes it possible for customers to access government services in
a central point.
• Voice of customer: this will help the company to measure and analyze how the customer feels about TAMM. How do
they feel having all the services access in a central point?
TECHNICAL TEAM PROBLEM
• As technology advances artificial intelligence has gained momentum, to solve the issue of time wastage using tickets for
a problem to be solved TAMM can implement AI chat bots that will provide an interactive platform and provide
solutions on how to deal with issues that arise during the system usage. Chat bot will learn from pervious problems and
will be able to suggest the most appropriate solution and when a problem is too complex and the user is unable to solve
it that when they will be connected to the IT support team automatically. This will eliminate the issue of time wastage in
resolving technical problems.
RECOMMENDATION
• Keep up with the market trends, and conduct intensive research on areas such as machine learning and
neural networks.

KEY PERFORMACE INDICATORS

• Out of say 10 technical issues encountered the customers and the team should be able to handle 9 of
these issues by the help of an AI chat bot.
• Voice of customer: this will help the company to measure and analyze how the customer feels about the
company.
• External and industry benchmarks: this will help TAMM to understand where the customer score stand a
customer satisfaction of 99 % is the best for TAMM.
CONCLUSION
• In conclusion, cloud servers, ensuring all services available at TAMM together with implementation of chat bot to solve
technical problem will play a major role in ensuring a reliable and effective TAMM platform where citizens can access
services conveniently. Regular checks of platform to ensure better service access and achieving objectives are
Paramount. Any arising matter in context to bargain the rights of all stakeholders and service seekers will always be
welcome.