Case Study: Emirates Identity Authority expedites customer flow and boosts satisfaction with Wavetec Wavesphere

Wavetec Expedites Emirates Identity Authority’s Customer Flow

Emirates Identity Authority (EIDA), the UAE federal body responsible for registering residents and issuing mandatory ID cards, faced massive daily footfall (500–1,500 customers at its largest centers) and an aging queuing system that could not support custom service flows or integrated customer feedback. EIDA engaged Wavetec to provide a comprehensive customer experience management solution — Wavesphere — combining eQ queue management, Donatello digital signage, interactive kiosks and Happiness Meter integration to streamline and modernize its service centers.

Wavetec implemented Wavesphere across 17 service centers in a two‑month rollout (with a second phase underway), installing bilingual touch kiosks, counter displays, real‑time teller stations and centralized BI dashboards linked to Happiness Meter. The solution cut customer wait times by about 20%, boosted service efficiency by roughly 30%, reduced perceived waiting through digital signage, and delivered live customer feedback and actionable reports for managers — demonstrating tangible operational and experience improvements driven by Wavetec.

Emirates Identity Authority