Ministry of Energy and Infrastructure launches first-of-its-kind service manual, using augmented reality

The Ministry was keen to present its services using advanced methods and technologies to enhance awareness of the added value of its various services across five different sectors

In line with its vision to be a leader in customer service, the Ministry of Energy and Infrastructure (MOEI) launched its government service manual that is enhanced with Augmented Reality (AR). This is the first of its kind service manual that adopts such an innovative design. The user can scan the QR codes on the manual’s pages with a smart phone’s camera, to watch video clips of officials talking about the topic, providing a unique dazzling experience to the customer.

Experts and department officials from MOEI took part in developing the AR content. They were keen to speak in a simple language that everyone can understand so that it’s easy for customers to know all the service requirements and understand the context in relation to the services that precede it and the procedures that follow.

In addition to the AR content, many services feature step-by-step videos explaining how to obtain them along with sign language interpretations. This is part of the ministry's commitment to including all member of society, and giving equal opportunity to everyone, including people of determination.

Commenting on this achievement, Laila Moosa Albaloushi, Director of Strategy and The Future at MOEI, said, “The UAE Government aims to be one of the best governments for the best country in the world. To achieve this goal, it has launched an integrated system of strategic plans and initiatives that aim to adopt the best practices of government and organisational excellence. These include the UAE Strategy for Government Services 2021-2025 and the UAE Government Charter for Future Services. This Charter encourages all government organiations to develop new service delivery models and customer communications methods to provide distinct and innovative ‘Human Centered’ experience. This has prompted us to launch our service manual in an innovative way that is rich in quality content in terms of both information and design.

Albaloushi added, “One of the key issues that we were keen to address in this unique manual is to raise awareness among all our customers, especially after merging other ministries and government agencies under the unified umbrella of the Ministry of Energy and Infrastructure. We believe that the manual has succeeded to a large extent in highlighting this aspect, which is presented using impressive visual content that shows the relationship among the various sectors of MOEI and how they complement each other. This integration leads to developing modern communities and urban areas that provide the finest and best energy efficient and sustainable houses and complexes to ensure a prosperous and decent life for Emiratis. They feature modern roads and means of transport that are integrated with the federal and international transportation networks land railways and are linked with the UAE’s ports for import and export, building a prosperous national economy.

The MOEI Service Manual has over 220 pages with information about 123 services. They are categorised into Housing Services, Maritime Transport, Land Transport, Infrastructure Services, and Energy and Petroleum Materials Services. The printed version of the manual features QR codes that open the service page on the ministry's website or smart app.

Amira Aljasmi, Head of Corporate Services Section, Strategy and Future Foresight in the Ministry, said, “In this manual, we were keen to make a breakthrough in preparing a government services manual. We wanted to transform it from mere tables with separate government service cards, into a comprehensive story that tells the customers’ journey and their relationship with our services from their own point of view in a way that achieves their interests and meets their needs. This also fulfils an urgent need for us in the Ministry with its wide range of customers including citizens, residents, national and foreign companies, in addition to many government entities. It was necessary to enrich the content of the manual with the most information and details that are visually enhanced. This includes interactive content and infographic designs, because information is the basis for digital transformation and adopting digital services.”

Aljasmi added, "At the Ministry, we aim to be one of the key hubs for innovation, creativity and developing new ideas. Launching the innovative services manual coincides with completing the transformation of all our services into digital services that are available on the Ministry's website and smart app. We will continue to enhance our communication with customers to achieve their satisfaction and streamline their procedures, in compliance with our commitment to the UAE Government Charter for Future Services. We promise our customers with more surprises, which go beyond reality to new and innovative digital world.”

The manual features detailed information about the ministry's services and communication channels. These include sending direct messages to H.E Eng. Suhail Al Mazrouei, Minister of Energy and Infrastructure, and requesting technical support and assistance through various innovative communication channels. The manual also includes an FAQ section to facilitate customers’ access to important information to complete their transactions easily and seamlessly. The manual has been developed in accordance with the Global Star Rating System for Services.