Case Study: Abu Dhabi Digital Authority (ADDA) achieves a unified, proactive customer service platform with Microsoft Power BI

Abu Dhabi government builds one-of-a-kind integrated customer service platform

Abu Dhabi Digital Authority (ADDA) set out to modernize and unify government interactions by consolidating 1,600 services across more than 55 entities into a single, customer-focused platform. To overcome fragmented systems and siloed reporting and deliver a proactive, personalized experience, ADDA partnered with Microsoft Power BI and the Microsoft cloud stack, including Dynamics 365 and Azure.

Using Microsoft Power BI together with Dynamics 365 and Azure, ADDA deployed the TAMM integrated services platform, creating 80 integrated service journeys, an omni-channel portal, and a unified Power BI dashboard that replaces multiple reports with a single 360-degree view of citizens. The solution sped up responses, gave stakeholders in-depth analytics for better decision-making, centralized visibility across all services, and measurably improved service efficiency and customer experience to advance Abu Dhabi’s digital transformation.

Abu Dhabi Digital Authority (ADDA)

Fatima Al Obeidli

Director – Contact Center Business Management Department