UAE PASS AUTHENTICATED
AA
Amna Al Ameri Desk Agent (Counter 4)

Citizen 360° Profile

Queue Ticket: #A-104 (In-Service)
Agent Session Active. UAE Pass profile UAEPASS-99014A2 correlated successfully.
Correlating Systems...
AM

Ahmed Al Mansoori

Emirates ID: 784-1990-1234567-8
Sprinklr Platinum Sentiment: Positive
UAE Pass ID UAEPASS-99014A2
Mobile Number +971 50 123 4567
Primary Email ahmed.almansoori@example.ae
National Status Abu Dhabi Citizen
Family Book ID E-10024A9

Digital Housing Profile (DHP)

3
Owned Plots
1
Allocated
Eligible
Housing Grant
Plot #42 (Yas) Plot #113 (Falah) Pending Grant

ServiceNow Tickets

INC0988274: Land Grant Query Yesterday
Open High Priority
Citizen asking for status of residential plot application in Al Falah.
REQ1029411: Family Book Update 5 Days ago
Closed
Profile synchronization completed after UAE Pass re-authorization.

Outlook Communications

From: Ahmed Al Mansoori 10:30 AM
Subject: Submitted documents for Plot Allocation grant. Attached Family Book.
To: Ahmed Al Mansoori 2 Days ago
Subject: ADHA Housing Eligibility Evaluation. Request for updated salary certificate.

Teams Consultation Center

Scheduled Video Call Today at 3:00 PM
Topic: Remote Review of Al Falah Land Eligibility. Link active.
Recorded Call Consultation 2 Weeks ago
Duration: 18 mins. Discussion on housing loans and interest-free options.

Q-Matic / Sedco Queue Integration

Active Ticket Number A-104
Waiting Duration 14 minutes
Service Counter Counter 4 (In-Service)
Future System Target SEDCO API Ready

Unified Journey Timeline

Today, 10:30 AM
Outlook Email Received
Documents for Plot Allocation grant submitted. Family Book scan attached.
Yesterday, 02:15 PM
ServiceNow Ticket Raised
Ticket INC0988274 raised: Citizen asking for status of residential plot application in Al Falah.
2 Days ago
Outlook Email Sent
Salary certificate requested from citizen for DHP profile evaluation.
2 Weeks ago
Teams Consultation Completed
Remote call session: Discussion on housing loans and eligibility criteria. (Duration: 18 mins).

Pitch Slide Preview (Business & Technical Overview)

Slide 1 of 14

Unified Agent Workspace (ADHA)

Customer 360 & System Integration

Transforming Agent Experience & Citizen Engagement at ADHA

A structured comparative proposal evaluating OEM Customer Experience suites vs. a custom-tailored Microsoft-based Integration Portal.

Abu Dhabi Housing Authority Proposal Slide 1 / 14

Executive Summary: The Business Challenge

Why are ADHA customer service centers experiencing friction?

Siloed Data: Information is scattered across ServiceNow, DHP, Teams, Outlook, and Queue systems.
High Context Switching: Agents shift between 7+ apps to answer a single query (e.g. land status).
Business Impact: Increased Average Handling Time (AHT) to 12 mins+, high agent fatigue, and longer wait times for citizens.
Abu Dhabi Housing Authority Proposal Slide 2 / 14

The Solution: Single Pane of Glass

Consolidating 7 distinct applications into one workspace dashboard.

UAE Pass Identity: Secure authentication mapped to the profile instantly.
DHP Land Summary: Live land details, allocations, and eligibility parameters.
Outlook & Teams Native Integration: Fetch emails and consultation notes automatically.
ServiceNow tickets: One-click ticket checking and update pipeline.
Abu Dhabi Housing Authority Proposal Slide 3 / 14

Current Landscape: Fragmented Environment

UAE Pass

Authentication & core citizen records

ServiceNow

Shared Ticketing and concerns registration

DHP Portal

Land registry and property files

Outlook & Teams

Email communications and video consults

Q-Matic/Sedco

Queue token and ticket counters

Sprinklr CDP

Citizen profile categories and sentiment

Abu Dhabi Housing Authority Proposal Slide 4 / 14

AS-IS Agent Journey: Context Switching

Solving a single land grant inquiry currently requires:

1. Confirm identity via UAE Pass.
2. Search DHP to examine housing logs.
3. Query ServiceNow for past tickets.
4. Search Outlook inbox for email exchanges.
5. Reference active counter tokens via Q-Matic.

Result: 6 disconnected steps, duplicated search efforts, high agent frustration.

Abu Dhabi Housing Authority Proposal Slide 5 / 14

Option 1: OEM Customer Experience (Genesys/Oracle)

Buy a packaged CX software:

PROS

Stable out-of-the-box omnichannel features, managed SLAs, vendor support, built-in analytics dashboard.

CONS

High monthly licensing costs, severe restrictions customizing proprietary DHP and UAE Pass portals, local hosting data sovereignty concerns.

Abu Dhabi Housing Authority Proposal Slide 6 / 14

Option 2: Custom Microsoft Platform (Recommended)

Build a secure workspace inside ADHA's Microsoft Tenant:

PROS

Deep integration with Teams and Outlook via Graph API, hosted locally inside UAE Azure regions (100% Sovereign), custom UI matching exact ADHA processes, highly cost-effective.

RISK MITIGATION

Initial development effort (12-16 weeks) mitigated by using pre-built Azure Logic App integration templates.

Abu Dhabi Housing Authority Proposal Slide 7 / 14

Proposed Architecture: 'The Translator'

Unlike heavy databases copying records, the Integration layer acts as a real-time translator:

Citizen ID -> [Azure API Gateway] -> Queries ServiceNow & DHP in-transit -> Displays on Unified Canvas

• Ensures no citizen document files are stored permanently outside native security bounds.
• Real-time cache maps Emirates ID dynamically.

Abu Dhabi Housing Authority Proposal Slide 8 / 14

Correlation Engine: The Master Key

How does the integration layer match user files across systems?

System Search Key Result
UAE Pass / ISKAN UAE Pass Unique ID National Identity & Profile
ServiceNow Emirates ID / Email Open tickets & history details
DHP National ID / Emirates ID Owned Plots & Eligibility parameters
Outlook / Teams Primary Email Address Communication Timeline logs
Abu Dhabi Housing Authority Proposal Slide 9 / 14

TO-BE Agent Journey: One-Click Resolution

Step 1: Automated Pull - Emirates ID read automatically extracts and searches all channels.
Step 2: Unified Profile - Agent opens single dashboard showing profile, lands, ServiceNow, and emails.
Step 3: Direct Action - Agent clicks button to reply, update tickets, or review allocations.
Abu Dhabi Housing Authority Proposal Slide 10 / 14

Technical Comparison Summary

Criteria Option 1: OEM Option 2: Microsoft (Custom)
Customization Standard template limits Full flexibility to fit ADHA
Sovereignty Vendor cloud risks 100% inside UAE Local Azure
Integration Custom connectors cost Native Microsoft Graph & Azure
Abu Dhabi Housing Authority Proposal Slide 11 / 14

Commercial Value Comparison

OEM Cost: Recurring SaaS licenses (escalates heavily with agent headcounts) + premium database connector add-ons.
Custom MS Cost: Tailored CapEx setup fee, but minimal incremental license fees (leveraging existing Microsoft 365 licensing).
ROI Break-even: Under 18 months, leading to over 60% savings on total cost of ownership (TCO) in Year 3.
Abu Dhabi Housing Authority Proposal Slide 12 / 14

Security & Government Compliance

UAE DESC Standard: Secure data hosting inside Abu Dhabi government local subnets.
RBAC Audits: Full telemetry tracking what agent viewed which citizen file, fully aligned with Abu Dhabi digital authority.
Abu Dhabi Housing Authority Proposal Slide 13 / 14

Implementation Roadmap & ROI

Phased timeline (18 Weeks total):

Weeks 1-4

Discovery & Field mapping

Weeks 5-10

MVP Setup & DHP Connect

Weeks 11-14

MS Graph & Queue API

Weeks 15-18

UAT, Pilot & Go-Live

Abu Dhabi Housing Authority Proposal Slide 14 / 14

Option 1: OEM Suites (Genesys / Oracle CX)

Standard enterprise commercial Customer Experience software platforms.

  • ✔
    Ready-made features
    Immediate availability of call routing and chat features.
  • ✘
    High License Expenses
    Recurring monthly fee per agent license leads to immense ongoing overhead.
  • ✘
    Rigid Data Integrations
    Proprietary architectures like DHP and UAE Pass are complex and expensive to link.
RECOMMENDED SOLUTION

Option 2: Custom Microsoft Workspace

Tailor-made portal built on Dynamics 365 / Power Apps powered by Azure.

  • ✔
    Native Outlook & Teams Sync
    Communicates seamlessly with MS Graph APIs already in use by ADHA staff.
  • ✔
    Sovereign Data Security
    Runs inside the local Abu Dhabi Azure Cloud, fully compliant with national frameworks.
  • ✔
    Leverages M365 Licensing
    Requires minimal incremental licensing, generating massive savings.

Deep-Dive Architecture Options

Understand the detailed system flow of both the OEM product model and the Custom Microsoft model. Click any component below to see its function:

Key Custom Components

Unified Presentation Canvas (Dynamics 365 / Power Platform)
A single, secure interface built natively inside ADHA's tenant. Feeds on live API JSON streams and renders customer profile details.
Azure API Management (APIM)
The secure gateway hosting ADHA integration endpoints. Handles rate-limiting, OAuth token checking, and logging without storing citizen details.
Correlation Engine (Azure Functions / Logic Apps)
The core broker. When an Emirates ID or UAE Pass token enters, it triggers query calls to DHP, ServiceNow, Outlook, and Queue systems, caching session references.
Microsoft Graph API
Pulls email chains, video consultations, and calendars from Outlook & Teams directly in-transit using context queries matching citizen email.
Interactive Live Flow (Click components to trace request)
Onsite visit Customer care center Telephone Call center Email Outlook support mailbox Self-service portal ISKAN citizen login ADHA Customer 360 Console New • one search resolves profile, land, tickets and interaction history Onsite desk agent Call center agent Email support agent Customer 360 data layer New • identity resolution - profile, ticket & land aggregation - journey timeline cache Integration and API layer New • API gateway - connectors and adapters - near real-time event bus UAE Pass Citizen identity Shared federal system ISKAN ADHA app - profile + TAMM Existing ADHA system DHP Digital housing platform Existing ADHA system ServiceNow Ticketing / cases Shared government system Sprinklr CRM / customer data platform Shared government system Teams Video consultation logs Existing ADHA system Q-Matic → Sedco Queue token, current + future Existing → planned authenticates
System Layer Info
Click on any layer box in the diagram to inspect its detailed correlation mechanism.

OEM Packaged Architecture (Limitations)

SaaS Vendor Database Synchronization
OEM products typically require periodic copying and sync of customer information to their proprietary cloud database. This poses severe data sovereignty risks under Abu Dhabi DESC guidelines.
Rigid Connector Wrappers
Third-party integrations require complex, pre-approved vendor database wrappers. Adapting them to local proprietary housing databases (like DHP) results in massive professional services costs.
Licensing Multiplier Effect
Every additional integration channel (emails, calls, chat) triggers separate consumption and licensing fees, causing annual budgets to escalate.
Vendor SaaS Architecture (Public Cloud Hosting)
OEM Public Cloud (Hosted Overseas) OEM Database (Profile Copy) Vendor API Gateway Integration VPN Tunnel ADHA Local Datacenter (ServiceNow, DHP) Siloed databases behind local firewalls

Commercial ROI Calculator (TCO Savings)

Select the number of agents inside the ADHA customer support network to compute potential savings over 3 Years using Option 2:

Agent Workspace Size:
AED 1,620,000
Estimated 3-Year Savings