Automation Technologies
Leverage automation technologies to drive further efficiency.
مبادئ الخدمة
Proactivity
Anticipating the needs of citizens and providing services before they are requested.
Definition
Proactivity involves using the target state experience and life events of citizens. This information needs to be leveraged to suggest relevant services or interventions at the right time.
Procedural services
Proposal or activation of providing services related to the execution of government transactions that have clear outputs associated with a service requested by the customer.
Informational services
Instead of waiting for the user to search for information, the service pushes relevant notifications—such as passport expiry warnings,—ensuring citizens are always informed and compliant without effort.
Eligibility screening services
The system works in the background to cross-reference citizen data with service rules. If a match is found, the user is proactively invited to access the benefit, eliminating the need for them to research their own eligibility.
Reminder services
Proactively informing the customer about the upcoming service appointment.
Impact
By being proactive, governments can improve citizen satisfaction, increase efficiency, and reduce costs associated with reactive service delivery.
Eliminates the need for users/ citizens to be aware of the service's benefits, thereby reducing the risk of human error.
Enhances cost-efficiency compared to traditional services as it can be delivered more quickly, with less duplication, and fewer physical offices.
Lowers infrastructure costs and a reduced risk of fraud. These benefits translate into significant savings for the government on each transaction.
Improves outcomes for citizens, removes obstacles and inconveniences, making it a valuable resource for users with disabilities or special needs.
Provides a seamless and efficient experience. Proactive services can match or exceed the best digital experiences available in the private sector, delighting users in the process.
Good Services
Anticipate and predict the services that the customer needs
Provide the user with the services before they are requested
Focus on user needs, preferences, and lifestyle choices
Provide the service on time and with ease
Leverage government data
At the issuance of a birth certificate, the new born receives passport and emirates ID and is also added to the family book.
In Estonia, the Unemployment Insurance Fund (EUIF) employs artificial intelligence (AI) to match job seekers with suitable positions according to their extensive work history. Additionally, the AI system can forecast industries where the likelihood of job displacement remains significant.
Detroit Airport now offers parallel reality displays enabling up to 100 customers to view their personalised flight information on a single screen simultaneously. An overhead sensor detects passengers’ presence and location using non-biometric object detection, adjusting their private zone for visible personalised content while navigating.
In the Netherlands and the UK, annual tax returns are pre-filled with existing information (for example, from payroll records). Citizens only have to check and, if necessary, correct or add to the information before submitting the return.
Related resources
Further resources relating to how we provide services that demonstrate proactivity.
Related design principles
Our design principles that relate to proactivity.
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