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 19

Unified Customer 360 (ADHA)

Stop Searching. Start Serving.

A Unified Customer 360 for Every ADHA Agent, Across Every Channel

Solution Pitch evaluating OEM Platforms vs. a Custom-Built Solution on ADHA's Microsoft ecosystem. Prepared for Executive & Digital Transformation Stakeholders.

July 2026
Abu Dhabi Housing Authority Proposal Slide 1 / 15

The Challenge: Fragmented Operations

One Query. Eight Systems. Zero Shared View.

Every citizen query forces agents into a manual scavenger hunt across disconnected platforms (UAE Pass, ISKAN, DHP, ServiceNow, Sprinklr, Teams, Outlook, Q-Matic). High handle times, duplicated data entry, and inconsistent touchpoints degrade experiences.

Onsite Visit

Kiosk wait token

Telephone

Call center agent

Email Support

Outlook inbox logs

Abu Dhabi Housing Authority Proposal Slide 2 / 15

Today's System Landscape

Eight platforms, each holding a different fragment of the citizen story:

UAE Pass

Identity & verified details

ISKAN Portal

TAMM & citizen applications

DHP Registry

Land owned, held & allocated

ServiceNow

Ticketing, cases & SLAs

Sprinklr

Shared CRM + CDP logs

MS Teams

Video & consult recordings

Outlook

Citizen correspondence logs

Q-Matic

Queue tokens (migrating to Sedco)

Abu Dhabi Housing Authority Proposal Slide 3 / 15

Why This Matters: Cost of Fragmentation

High Handle Time (AHT): Agents waste minutes searching logs across 3+ separate screens.
Data Duplication & Errors: Manually copying EID details across ServiceNow, Sprinklr, and Teams creates mismatch risks.
Poor Citizen Experience: Repeating query details and identity verification at every touchpoint.
Lack of Analytics: Trapped data prevents a true Customer 360 journey visualization.
Abu Dhabi Housing Authority Proposal Slide 4 / 15

The Agent's Journey: Today vs. Unified 360

TODAY (6 manual steps, 5 systems)
  • Citizen contacts ADHA
  • Verify ID manually via UAE Pass / ISKAN
  • Search land records separately in DHP
  • Check ticket logs in ServiceNow
  • Read CRM notes in Sprinklr
  • Respond with high handle time & fatigue
WITH UNIFIED 360 (4 steps, 1 screen)
  • Citizen contacts ADHA
  • Agent opens dashboard (Auto-resolved ID)
  • Full picture in one view (lands, tickets, CRM logs)
  • Resolve & log directly (ServiceNow auto-update)
"Gives agents their time back."
Abu Dhabi Housing Authority Proposal Slide 5 / 15

Solution Options: Path to Outcomes

Option A: OEM Platform

(Genesys Cloud CX / Oracle CX)

  • Pre-built omnichannel desktop
  • Vendor-managed roadmap & compliance
  • Still requires custom DHP & queue connectors
  • Redundancy risk: overlaps with Sprinklr
Option B: Custom Microsoft Build

(D365 / MS Teams / SharePoint)

  • Built on existing M365 tools
  • Tailored precisely to ADHA workflows & branding
  • No new CCaaS license fees — zero wastage
  • 100% modular and ready for Sedco upgrade
Abu Dhabi Housing Authority Proposal Slide 6 / 15

Option A — OEM Platforms (Genesys / Oracle CX)

The "rip-and-replace" CCaaS approach:

Routes voice, digital, and ticketing channels through the vendor platform. Requires custom middle-tier connectors for DHP registries, ISKAN details, and queue terminals.
Redundancy

Overlaps with Sprinklr CDP

Rigid UI

Pre-defined vendor widgets

OpEx Burden

Recurring seat fees

Abu Dhabi Housing Authority Proposal Slide 7 / 15

Option B — Custom Microsoft Build (Recommended)

Two deployment options, same unifying value:

Custom Dynamics 365

Use D365 CRM as the case core. Native entities for DHP, ISKAN, and Sprinklr. Deep auditing.

MS Teams + SharePoint

Lightweight portal embedded directly in Teams. Power Platform integrations. Faster, low CapEx rollout.

• Acts as Hub to Spokes (UAE Pass, ServiceNow, Sprinklr, DHP) without replacing database systems of record.

Abu Dhabi Housing Authority Proposal Slide 8 / 15

Technical Architecture Layout

ADHA Custom Build Architecture
Abu Dhabi Housing Authority Proposal Slide 9 / 15

Technical Comparison Matrix

Feature Option A: OEM Option B: Custom Build (Recommended)
Customization Predefined vendor widgets Full layout flexibility
CRMs Impact Overlap / Redundancy with Sprinklr Keeps current systems untouched
DHP Connect Requires custom middleware Native Power Platform/API calls
Sedco Ready Vendor dependency Modular — swap queue with no rework
Tenancy High vendor lock-in 100% inside ADHA's M365 tenant
Abu Dhabi Housing Authority Proposal Slide 10 / 15

Commercial Value Evaluation (3-Year TCO)

Directional estimate for 50 agents over 3 years (UAE Market averages):

Cost Category Option A: OEM Suite Option B: Custom Build
Setup & Integration ~ AED 300,000 – 380,000 ~ AED 250,000 – 300,000
Licensing (OpEx) ~ AED 450,000+ / year AED 0 (Leverages M365)
Annual Support ~ AED 50,000 / year ~ AED 60,000 / year (SLA)
3-Year TCO AED 1.75M – 2.0M AED 430K – 480K
Abu Dhabi Housing Authority Proposal Slide 11 / 15

Why the Custom Solution Wins

Custom build on ADHA's Microsoft ecosystem delivers the unified view without the high costs, disruption, or vendor lock-in.

Up to 85% TCO Savings

Avoids high CCaaS licensing overhead.

100% Asset Ownership

ADHA owns the customization and data outright.

Sedco-Ready

Modular structure allows swapping queue APIs instantly.

Zero Core Disruption

Sprinklr and ServiceNow run untouched as systems of record.

Abu Dhabi Housing Authority Proposal Slide 12 / 15

TO-BE Agent Journey: Seamless Unified Workspace

Simplicity and efficiency for ADHA staff:

1. Automated Pull

Citizen authenticates via UAE Pass or token. The integration layer immediately maps references.

2. Unified 360 Screen

Agent views unified EID details, land plots, ServiceNow cases, and Outlook history on one page.

3. Instant Action

Agent replies to emails, schedules video calls, or requests supervisor bypasses inside the canvas.

4. Auto-Update Sync

Decisions automatically push back to ServiceNow, DHP registries, and logs session auditable notes.

Abu Dhabi Housing Authority Proposal Slide 13 / 19

Security, Governance & Compliance

Ensuring national compliance and secure identity mapping:

Sovereignty: Deployed entirely within the Microsoft UAE Azure Region, fully compliant with DESC guidelines.
Identity Federation: Links directly to federal UAE Pass infrastructure using strict role-based access control (RBAC).
Zero Trust: Employs OAuth 2.0 and aggregates data in-transit, preventing permanent local caching of sensitive citizen files.
Abu Dhabi Housing Authority Proposal Slide 14 / 19

Phased Implementation Roadmap

Phase 1: Design
Weeks 1 - 4

Verify API schemas (ServiceNow, DHP) & mapping

Phase 2: MVP Core
Weeks 5 - 10

Establish APIM, link UAE Pass & ServiceNow core

Phase 3: Extended
Weeks 11 - 14

MS Graph sync (Teams/Outlook) & Q-Matic / Sedco

Phase 4: Rollout
Weeks 15 - 18

User testing (UAT), training & production launch

Abu Dhabi Housing Authority Proposal Slide 15 / 19

Expected Business Benefits & Value Realization

-40%
Handling Time (AHT)

Eliminating window-switching reduces query resolution to under 7 minutes.

+25%
First Call Resolution

Immediate access to plots, emails & tickets leads to spot resolutions.

-60%
Onboarding Time

A unified simple workspace gets new agents up to peak speed in days.

Abu Dhabi Housing Authority Proposal Slide 16 / 19

Path to Implementation: Next Steps

1
Sign-off

Confirm API access keys for DHP, ISKAN, ServiceNow

2
Flavor

Select Dynamics 365 vs Teams portal approach

3
Review

Finalize agent workspace wireframe dashboard

4
Kick-off

Initiate Agile sprints for modular overlay build

Target: A fast, phased rollout — built once, ready for Sedco and whatever comes next.

Abu Dhabi Housing Authority Proposal Slide 17 / 19

Conclusion & Q&A

Let's Give Your Agents Their Time Back.

One dashboard. Every channel. Every system. Zero disruption to what already works.

Thank You | Questions & Answers

This document is illustrative and confidential, prepared for ADHA solution assurance.

Abu Dhabi Housing Authority Proposal Slide 18 / 19

Demo Portal Credentials Reference

Demo URL: https://adha-unified-portal.pages.dev/
Sample Citizens (Search keys):
  • Ahmed Al Mansoori
  • Fatima Al Hosani
  • Zayed Al Kaabi
  • Mariam Al Remeithi
  • Sultan Al Zaabi
Created Agent Staff:
  • Amna Al Ameri (Counter 4)
  • Khalid Al Mansoori (Counter 1)
  • Fatma Al Romaithi (Counter 7)
PIN: 1234
Abu Dhabi Housing Authority Proposal Slide 15 / 15

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

Agent Profile & Account

Active Status: Online
AA

Amna Al Ameri

Staff ID: ADHA-2026-088
Desk Agent (Counter 4)
Division Housing Services Division
Desk Assignment Counter 4 (Onsite)
Official Email amna.alameri@adha.gov.ae
Security Clearance Level 2 (Active EID)

Desk Controls

Duty Availability
14
Citizens Served Today
6.4 mins
Average Handling Time (AHT)
96%
Citizen Sentiment Rating
6h 45m
Logged Duty Hours Today

Shift Telemetry Audit Log

Just Now
Session Synced
Secured cloud handshake with ADHA IAM database.
2 Hours ago
Authentication Handshake
Agent login verified via UAE Pass Staff gateway.

Supervisor Dashboard (ADHA Sanad Hub)

System Status: Operational
Supervisor reports synchronized with ADHA Enterprise Directory. Monitoring 3 case engineers across 5 branches.
Total Active Branch Engineers
3
Duty sessions active across Abu Dhabi
Open Case Backlog
6
SLA compliance: 94%
Avg handling time (AHT)
6.8 mins
Target SLA: < 8.0 mins
Pending Manager Approvals
2
Awaiting executive review

Real-time Case Engineer Duty Roster & Workload

Case Engineer Duty Branch Status Completed Today Current Client Action

Branch Telemetry Summary

Service Analytics Charts

TICKETS BY BRANCH
AD HQ Al Ain Dhafra Wathba Falah
CASE DISTRIBUTION
■ Loans ■ Plots ■ Sync

Live Branch Queue Loads (SEDCO Real-time integration)

Branch Waiting Tokens Avg Wait Time
Abu Dhabi HQ 4 Citizens 12 mins
Al Ain Branch 1 Citizen 14 mins
Al Wathba Service Hub 2 Citizens 8 mins
Al Falah Housing Center 1 Citizen 6 mins
Al Dhafra Branch 0 Citizens 0 mins
Simulation Sandbox Controls
Reset persistent localStorage state to restore default citizen profiles, emails, timeline paths, and approvals.

Executive Approvals Queue (ADHA Sanad Hub)

2 Pending Approvals

Housing Grant & Subsidies Approval Queue