At the GovTech Conclave 2025, Ziad Madanat, Regional Director for MENA at Verint, shared a detailed view of the public sector’s evolving approach to citizen engagement and contact center automation. Speaking on the panel Leveraging AI for CX Automation in Public Sector Contact Centers: Transforming Operations and Achieving Business Outcomes, Madanat presented a systems-level view of how AI and CX automation reshape government service delivery in the UAE and beyond.

For instance, Abu Dhabi Government Service, TAMM, integrates over 900 government services, ensuring a seamless, proactive, and personalized citizen journey.

However, these advances in digital availability and service orchestration have introduced new complexities for service agents and back-office operations. Madanat also emphasized the value of compound small-scale enhancements alongside broader digital initiatives during his keynote.

Key Takeaways Include:

  • It is not enough for government services to be available online; they must anticipate citizen needs. For example, if a user applies for a visa renewal for one child, the system should prompt them to do the same for another family member.
  • Despite major strides in front-end digital platforms, many backend systems are still siloed or proprietary, limiting integration and resulting in inconsistent service delivery across departments.
  • Contrary to expectations, the contact center’s role is becoming more complex, not simpler. Agents must be equipped with advanced tools and real-time knowledge access to resolve these cases.
  • Mining interaction data (calls, emails, chats) offers deeper insights than purely transactional logs, helping government entities derive actionable outcomes like improved service speed.

For a deeper dive into these themes, watch Driving the Next Wave of Digital Government Innovation panel from GovTech Conclave 2025.

Our sponsors include Presenting Partner e& enterprise; Strategic Partner TII; Video Collaboration Partners Logitech and ASBIS; Consulting Partner Sia; Education Partner Coursera; Gold Partners TP and Verint; Silver Partners Liferay and Protiviti; and Exhibiting Partners Beinex, ManageEngine, Prezlab, Answered by Aramex, and Airia – Enterprise AI Simplified.