The National Committee for AI Assistance has launched the “Guide to Designing Government Experiences with AI Assistance,” marking a new step toward unifying how government services are developed and moving them toward a smarter model built around understanding customer needs, interacting with those needs, and ultimately completing requests on the customer’s behalf.
The guide was launched during a specialized workshop organized by the committee, with the participation of officials and government service and artificial intelligence teams from federal ministries and entities. The workshop aimed to support government entities in redesigning their services in line with the objectives of the AI Assistance Project.
During the workshop, His Excellency Mohammed Rashid bin Taliah, Assistant Minister of Cabinet Affairs for Government Knowledge Exchange and Head of the Government Services Track in the AI Assistance Project, reviewed the key changes AI assistance is expected to bring to the customer experience, as well as the principles for designing government services under the new approach.
His Excellency explained that under the current model, customers are responsible for searching for the service, identifying the responsible entity, understanding the requirements, submitting information and documents, and following up on procedures until the transaction is completed. Under the new model, customers only need to express what they need, while the assistant understands the request, determines the required steps, carries them out, and coordinates with the relevant entities on their behalf.
He said: “Customers do not want a series of procedures; they want a result. Therefore, we do not measure the success of AI assistance by the number of messages exchanged with the customer, but by its ability to complete the service and achieve what the customer wants. The real transformation is not simply in changing the way people communicate with government, but in shifting the burden of carrying out the service from the customer to the government.”
His Excellency added: “True AI assistance understands what the customer wants, uses the information available to the government, plans how to complete the request, carries out the steps itself, coordinates between entities, handles exceptional cases, and ultimately delivers a clear and complete result.”
An Integrated Framework for Designing the Customer Experience
The guide provides a comprehensive framework for designing customer experiences supported by AI assistance. It is based on a set of principles and standards intended to create a connected government experience that begins with understanding the customer’s need and continues until the desired outcome is achieved.
These principles include enabling customers to express their needs easily and clearly, understanding what they mean before procedures begin, and making use of information already available to government entities. This helps reduce the need to ask customers for information or documents they have previously submitted to a government entity.
Clear Steps and Customer Approval
The guide also emphasizes the importance of clearly explaining the steps required to complete a service and obtaining the customer’s approval before taking any action.
Once approval is given, the service can be carried out through government systems, with the request monitored until completion.
Customers are also kept informed about what has been completed and whether any step requires their involvement, while ensuring a secure experience that protects privacy and strengthens confidence in the use of artificial intelligence across government services.
Handling Exceptional Cases
The guide addresses how exceptional cases and technical disruptions should be managed during the service journey, helping ensure continuity without placing additional burdens on the customer.
When human intervention is required, the guide calls for a seamless transfer to a specialized employee, together with the full details of the request and all steps already completed. This means customers do not have to explain their request again or resubmit the same information.
Unified, Secure Payments and Clear Outcomes
The guide also covers payment processes linked to government services, providing for their completion in a unified and secure manner, while ensuring that customers receive a clear outcome once the service has been completed.
It also allows customers to ask questions, request corrections, or raise objections when necessary, as well as evaluate their experience and provide feedback. This enables government entities to continuously develop and improve their services.
