UAE Ministry of Economy and Tourism Modernizes Citizen Services with Salesforce

The UAE Ministry of Economy and Tourism (MOET) launched a strategic initiative to modernize citizen and business service delivery, aligned with the UAE’s vision for digital government excellence.

The goal was to replace fragmented, manual processes with a centralized, scalable, and omni-channel service platform.

Partnering with EI-Technologies MENA, MOET successfully implemented Salesforce Service Cloud, enabling faster response times, improved transparency and consistent experience across all service touchpoints.

 

MOET Shares Their Experience with EI-Technologies MENA
 

“As a trusted Salesforce Summit Partner in the region, EI-Technologies MENA demonstrated strong public sector expertise and a clear understanding of the UAE government environment throughout the engagement. Their support, from design through integration to operational readiness, helped us establish a scalable platform that strengthens service delivery today and enables our future digital ambitions”  

Mohammed Ali Alawadhi - Chief Executive Officer of Artificial Intelligence Director of Digital Transformation Department

Key Outcomes at Go-Live

• Centralized Case Management

Automated routing, intelligent queues, and escalation rules ensure every request reaches the right team without delay.

• True Omni-Channel Engagement

Citizens can engage via email, web, live chat, and AI-powered chatbots, with all interactions unified in a single Salesforce workspace.

• SLA-Driven Service Delivery

Real-time SLA tracking and automated milestones support compliance with UAE public sector service standards.

• Integrated Digital Ecosystem

Seamless integration with the MOET e-Services portal, CTI, and Knowledge Base provides agents with a 360-degree view of each request.

Measurable Value for the Public Sector
 

• Higher operational efficiency through automation and self-service
• Reduced cost per interaction and increased case deflection
• Improved citizen satisfaction driven by faster, more consistent service
• Enhanced employee experience with balanced workloads and higher first-contact resolution