Case Study: Abu Dhabi Judicial Department achieves 95% reduction in paper requests and 90% SLA improvement with IFS assyst

Abu Dhabi Judicial Department enhances customer service with assyst

Abu Dhabi Judicial Department faced a largely manual, paper-based service management system with no central database, inconsistent request handling and a legacy tool that could not scale across the organisation. In a public tender they selected IFS assyst and its assyst service management platform (on‑premise) to modernize and professionalize service management across IT and non‑IT departments, leveraging assyst’s Arabic interface and local support.

IFS assyst implemented the assyst platform and the branded self-service portal e‑KHidma (live in four months), integrating with core systems like Oracle ERP, payment and SMS gateways and supporting 700+ services in multiple languages. The deployment delivered measurable impact: 95% reduction in paper requests, 90% SLA improvement, 94% increase in service desk efficiency, 100% of tickets received through self‑service and 100k requests handled in the last three years, while enabling remote court and judicial operations during COVID‑19.

Abu Dhabi Judicial Department

Khawla AlQubaisi

Director of Information Technology