The National Committee for Agentic Artificial Intelligence has launched the “Guide to Designing Government Experiences with Agentic AI,” which standardizes the mechanisms for developing government services and transforms them into services that understand and interact with customers based on their needs, and that complete their requests on their behalf.

The guide was launched during a specialized workshop organized by the Committee, with the participation of government service and artificial intelligence officials and teams from ministries and federal entities. The workshop aimed to support entities in redesigning their services in line with the objectives of the Agentic AI Project.

During the workshop, His Excellency Mohamed Rashid bin Taliah, Assistant Minister of Cabinet Affairs for Government Knowledge Exchange and Head of the Government Services within the Agentic AI Project, highlighted the key changes that Agentic AI will bring to the customer experience, as well as the principles for designing government services according to the new approach.

His Excellency explained that, under the current approach, customers bear responsibility for searching for the service, identifying the responsible entity, understanding the requirements, providing information and documents, and following up on procedures until their transaction is completed. Under the new approach, however, customers simply describe what they need, after which the agent understands the request, determines the required steps, carries them out, and coordinates with the relevant entities on the customer’s behalf.

He said that customers do not want a series of procedures; they want an outcome. Therefore, the success of Agentic AI is not measured by the number of messages exchanged with the customer, but by its ability to complete the service and deliver the desired outcome. He explained that the real transformation lies not simply in changing the way customers communicate with government, but in shifting the burden of service delivery from the customer to the government.

His Excellency added that true Agentic AI understands what the customer wants, uses the information already available to the government, plans how to fulfill the request, executes the required steps itself, coordinates across entities, and handles exceptional cases, ultimately delivering a clear and complete outcome.

The guide provides an integrated framework for designing customer experiences powered by Agentic AI, based on principles and standards that ensure the creation of a connected government experience that begins with understanding the customer’s needs and ends only when those needs have been fulfilled.

The principles include enabling customers to express their needs easily and clearly; understanding their intent before procedures begin; and making use of data already available to the government, so that customers are not asked to provide information or documents they have previously submitted to any government entity.

They also include clearly explaining the steps required to complete a service, obtaining the customer’s consent before taking any action, delivering the service through government systems, and following up on the request until it is completed. Customers should also remain informed of what has been completed and where their intervention is required, while ensuring a secure experience that protects their privacy.

The guide also addresses how to handle exceptional cases and technical failures, and how to ensure a seamless transition to a specialized employee when needed, with the complete details of the request and the steps already completed transferred to the employee, so that customers do not have to explain their request again from the beginning.

The guide covers the completion of payment processes in a unified and secure manner, the provision of a clear outcome to the customer, and enabling customers to ask questions, make corrections, or raise objections. It also provides for evaluating the customer experience and using their feedback to continuously improve the service.