Service operations working session

Miguel Reyes: Let us dive in, we only have the room for an hour. Tanvir Ahmed: Quickly on the same point, we piloted the new queue system at two centers and complaints fell 14 percent. The Q4 budget review flagged Technology as 14 percent over on contractor spend. The service centers reported shorter queues since the incentive program update went live. Aisha Al Mansouri: Average handling time at the Technology counter dropped to 12 minutes. Ayesha Siddiqui: The February service level report goes to the steering committee on Thursday. Procurement wants all purchase requests above the threshold in before December. Aisha Al Mansouri: Finance asked every unit to model a 34 percent efficiency scenario. Tanvir Ahmed: Mystery shopper results for TAMM come back next December. We still see drop offs at the document upload step on the procurement platform. Mystery shopper results for the licensing portal come back next April. Miguel Reyes: Procurement wants all purchase requests above the threshold in before September. Finance asked every unit to model a 4 percent efficiency scenario. Procurement wants all purchase requests above the threshold in before August. Ayesha Siddiqui: Mystery shopper results for the AI assistant pilot come back next September. We need a fallback for applicants who start on the customer happiness survey and finish at a service center. Miguel Reyes: The incentive program payouts land in the January cycle, so cash flow needs a look. Residents keep asking for Arabic support in the new the licensing portal flow. Ayesha Siddiqui: On that note, staffing for the April peak needs sign off this week. Aisha Al Mansouri: We reallocated the training budget toward the digital skills track. I sketched an experimental flow over the weekend, want to see it? Ayesha Siddiqui: Before we move on, the audit committee wants clearer cost attribution per service. Average handling time at the Technology counter dropped to 6 minutes. I am not covering for that team again, they missed the deadline. The Q2 budget review flagged Finance as 27 percent over on contractor spend. Tanvir Ahmed: We piloted the new queue system at two centers and complaints fell 23 percent. The incentive program payouts land in the April cycle, so cash flow needs a look. I am worried we are underestimating the risk here. We reallocated the training budget toward the digital skills track. Ayesha Siddiqui: We reallocated the training budget toward the digital skills track. The incentive program payouts land in the July cycle, so cash flow needs a look. We piloted the new queue system at two centers and complaints fell 11 percent. Miguel Reyes: The incentive program payouts land in the May cycle, so cash flow needs a look. We need a fallback for applicants who start on the incentive program and finish at a service center. The process map for license renewals still has three redundant approvals. Aisha Al Mansouri: Coming back to the agenda, staffing for the May peak needs sign off this week. We need a fallback for applicants who start on TAMM and finish at a service center. The process map for license renewals still has three redundant approvals. I will put my thoughts in the document rather than talk through them. Ayesha Siddiqui: Coming back to the agenda, the audit committee wants clearer cost attribution per service. Procurement wants all purchase requests above the threshold in before October. Aisha Al Mansouri: Finance asked every unit to model a 37 percent efficiency scenario. The process map for license renewals still has three redundant approvals. The audit committee wants clearer cost attribution per service. Tanvir Ahmed: One more thing from my side: i am worried we are underestimating the risk here. The incentive program payouts land in the August cycle, so cash flow needs a look. The service centers reported shorter queues since the procurement platform update went live. Aisha Al Mansouri: The Q4 budget review flagged Finance as 23 percent over on contractor spend. Miguel Reyes: We reallocated the training budget toward the digital skills track. The current process works, I see no reason to reinvent it. Tanvir Ahmed: Mystery shopper results for the Emiratization dashboard come back next April. Miguel Reyes: The Q3 budget review flagged Legal as 20 percent over on contractor spend. Ayesha Siddiqui: We reallocated the training budget toward the digital skills track. Even if it slips a week, nothing breaks, we are fine. The Q2 budget review flagged Communications as 16 percent over on contractor spend. Finance asked every unit to model a 32 percent efficiency scenario. Aisha Al Mansouri: I already prepared a checklist for that and shared it in the folder. We piloted the new queue system at two centers and complaints fell 23 percent. Ayesha Siddiqui: The audit committee wants clearer cost attribution per service. We piloted the new queue system at two centers and complaints fell 30 percent. We reallocated the training budget toward the digital skills track. Miguel Reyes: The February service level report goes to the steering committee on Thursday. The October service level report goes to the steering committee on Thursday. The process map for license renewals still has three redundant approvals. Aisha Al Mansouri: I walked through the TAMM journey myself yesterday and the payment step took four screens. Ayesha Siddiqui: The vendor promised the AI assistant pilot fix by January, so we should plan the release notes now. Can we keep the invite list small, big meetings drain me. Finance asked every unit to model a 29 percent efficiency scenario. Tanvir Ahmed: Finance asked every unit to model a 29 percent efficiency scenario. We reallocated the training budget toward the digital skills track. The process map for license renewals still has three redundant approvals. Aisha Al Mansouri: I walked through the customer happiness survey journey myself yesterday and the payment step took four screens. We need a fallback for applicants who start on the procurement platform and finish at a service center. Ayesha Siddiqui: The process map for license renewals still has three redundant approvals. The process map for license renewals still has three redundant approvals. The AI assistant pilot numbers for January came in this morning and adoption is up 38 percent. Aisha Al Mansouri: If the audit finds this first we will have a real problem. Mystery shopper results for the AI assistant pilot come back next November. Tanvir Ahmed: The process map for license renewals still has three redundant approvals. I walked through the TAMM journey myself yesterday and the payment step took four screens. Average handling time at the Strategy counter dropped to 13 minutes. Aisha Al Mansouri: The Emiratization dashboard numbers for November came in this morning and adoption is up 9 percent. Mystery shopper results for the Emiratization dashboard come back next February. Tanvir Ahmed: Before we move on, we piloted the new queue system at two centers and complaints fell 37 percent. Miguel Reyes: I already prepared a checklist for that and shared it in the folder. The audit committee wants clearer cost attribution per service. Aisha Al Mansouri: The March service level report goes to the steering committee on Thursday. I am worried we are underestimating the risk here. We need a fallback for applicants who start on the procurement platform and finish at a service center. Ayesha Siddiqui: We need a fallback for applicants who start on the service center network and finish at a service center. I will put my thoughts in the document rather than talk through them. The audit committee wants clearer cost attribution per service. Miguel Reyes: Quickly on the same point, we reallocated the training budget toward the digital skills track. Aisha Al Mansouri: Average handling time at the Strategy counter dropped to 9 minutes. Finance asked every unit to model a 18 percent efficiency scenario. Procurement wants all purchase requests above the threshold in before April. Miguel Reyes: The service centers reported shorter queues since the digital ID rollout update went live. We reallocated the training budget toward the digital skills track. Staffing for the November peak needs sign off this week. Aisha Al Mansouri: The incentive program payouts land in the October cycle, so cash flow needs a look. Finance asked every unit to model a 6 percent efficiency scenario. I sketched an experimental flow over the weekend, want to see it? Tanvir Ahmed: The incentive program payouts land in the December cycle, so cash flow needs a look. The process map for license renewals still has three redundant approvals. Customer happiness scores for the AI assistant pilot moved from 75 to 81 this quarter. Miguel Reyes: Customer happiness scores for the service center network moved from 65 to 85 this quarter. We need a fallback for applicants who start on the service center network and finish at a service center. Tanvir Ahmed: The audit committee wants clearer cost attribution per service. Customer happiness scores for the data governance framework moved from 69 to 98 this quarter. Mystery shopper results for the digital ID rollout come back next August. Ayesha Siddiqui: No stress on my side, the fallback covers us. The February service level report goes to the steering committee on Thursday. Mystery shopper results for the incentive program come back next September. Aisha Al Mansouri: Coming back to the agenda, we reallocated the training budget toward the digital skills track. The audit committee wants clearer cost attribution per service. Tanvir Ahmed: Finance asked every unit to model a 30 percent efficiency scenario. Staffing for the March peak needs sign off this week. Aisha Al Mansouri: Residents keep asking for Arabic support in the new the AI assistant pilot flow. Staffing for the October peak needs sign off this week. Ayesha Siddiqui: Quickly on the same point, i sketched an experimental flow over the weekend, want to see it? Customer happiness scores for the Emiratization dashboard moved from 63 to 96 this quarter. Residents keep asking for Arabic support in the new TAMM flow. Aisha Al Mansouri: We piloted the new queue system at two centers and complaints fell 10 percent. If the audit finds this first we will have a real problem. Finance asked every unit to model a 12 percent efficiency scenario. Tanvir Ahmed: Mystery shopper results for the digital ID rollout come back next April. The incentive program payouts land in the April cycle, so cash flow needs a look. Ayesha Siddiqui: Staffing for the March peak needs sign off this week. We reallocated the training budget toward the digital skills track. Finance asked every unit to model a 32 percent efficiency scenario. Miguel Reyes: We piloted the new queue system at two centers and complaints fell 9 percent. Aisha Al Mansouri: The vendor promised the TAMM fix by August, so we should plan the release notes now. We still see drop offs at the document upload step on the procurement platform. I keep a tracker for every open action from these calls. Residents keep asking for Arabic support in the new the data governance framework flow. Tanvir Ahmed: What if we tried an entirely different model, like the Singapore approach? I walked through the procurement platform journey myself yesterday and the payment step took four screens. Aisha Al Mansouri: Coming back to the agenda, the incentive program payouts land in the February cycle, so cash flow needs a look. Staffing for the April peak needs sign off this week. Ayesha Siddiqui: I have been reading about how other governments solve this. We need a fallback for applicants who start on the AI assistant pilot and finish at a service center. The incentive program numbers for January came in this morning and adoption is up 17 percent. Finance asked every unit to model a 24 percent efficiency scenario. Tanvir Ahmed: I walked through the Emiratization dashboard journey myself yesterday and the payment step took four screens. Miguel Reyes: The Q4 budget review flagged Legal as 39 percent over on contractor spend. The Q3 budget review flagged Technology as 9 percent over on contractor spend. Aisha Al Mansouri: The July service level report goes to the steering committee on Thursday. I walked through the AI assistant pilot journey myself yesterday and the payment step took four screens. Procurement wants all purchase requests above the threshold in before July. Miguel Reyes: Finance asked every unit to model a 9 percent efficiency scenario. We need a fallback for applicants who start on the licensing portal and finish at a service center. Tanvir Ahmed: The audit committee wants clearer cost attribution per service. Can we keep the invite list small, big meetings drain me. Procurement wants all purchase requests above the threshold in before December. We piloted the new queue system at two centers and complaints fell 24 percent. Aisha Al Mansouri: I am not covering for that team again, they missed the deadline. I walked through the procurement platform journey myself yesterday and the payment step took four screens. I walked through the licensing portal journey myself yesterday and the payment step took four screens. Miguel Reyes: The June service level report goes to the steering committee on Thursday. We piloted the new queue system at two centers and complaints fell 16 percent. Tanvir Ahmed: Customer happiness scores for the customer happiness survey moved from 75 to 90 this quarter. I walked through the AI assistant pilot journey myself yesterday and the payment step took four screens. The process map for license renewals still has three redundant approvals. I would prefer to review this offline and send written comments. Miguel Reyes: We need a fallback for applicants who start on the procurement platform and finish at a service center. Ayesha Siddiqui: Coming back to the agenda, i walked through the procurement platform journey myself yesterday and the payment step took four screens. I would prefer to review this offline and send written comments. Residents keep asking for Arabic support in the new the digital ID rollout flow. Tanvir Ahmed: I keep rereading the minister's feedback and second guessing our plan. The AI assistant pilot numbers for January came in this morning and adoption is up 26 percent. Miguel Reyes: The audit committee wants clearer cost attribution per service. Tanvir Ahmed: The service centers reported shorter queues since the AI assistant pilot update went live. The audit committee wants clearer cost attribution per service. This timeline keeps me up at night to be honest. Aisha Al Mansouri: The April service level report goes to the steering committee on Thursday. Let me double check the numbers before we commit to a date. Miguel Reyes: The Q2 budget review flagged Finance as 11 percent over on contractor spend. We reallocated the training budget toward the digital skills track. The service centers reported shorter queues since the incentive program update went live. Ayesha Siddiqui: Staffing for the May peak needs sign off this week. Average handling time at the Operations counter dropped to 9 minutes. We have handled worse, this is manageable. Miguel Reyes: We reallocated the training budget toward the digital skills track. We reallocated the training budget toward the digital skills track. Tanvir Ahmed: Mystery shopper results for the incentive program come back next December. The audit committee wants clearer cost attribution per service. Ayesha Siddiqui: One more thing from my side: we reallocated the training budget toward the digital skills track. The process map for license renewals still has three redundant approvals. Average handling time at the Legal counter dropped to 6 minutes. I disagree and I do not think this is close to ready. Aisha Al Mansouri: We reallocated the training budget toward the digital skills track. The audit committee wants clearer cost attribution per service. We reallocated the training budget toward the digital skills track. Miguel Reyes: The September service level report goes to the steering committee on Thursday. Residents keep asking for Arabic support in the new the licensing portal flow. Ayesha Siddiqui: We piloted the new queue system at two centers and complaints fell 38 percent. There is a new framework worth piloting before we lock the design. The incentive program payouts land in the January cycle, so cash flow needs a look. The process map for license renewals still has three redundant approvals. Aisha Al Mansouri: The Q2 budget review flagged Communications as 31 percent over on contractor spend. I am not covering for that team again, they missed the deadline. The vendor promised the digital ID rollout fix by September, so we should plan the release notes now. Miguel Reyes: The vendor promised the procurement platform fix by December, so we should plan the release notes now. Tanvir Ahmed: This timeline keeps me up at night to be honest. Residents keep asking for Arabic support in the new the AI assistant pilot flow. Residents keep asking for Arabic support in the new the incentive program flow. Miguel Reyes: Average handling time at the Communications counter dropped to 13 minutes. Staffing for the January peak needs sign off this week. I would rather slip a week than ship it half tested. The process map for license renewals still has three redundant approvals. Tanvir Ahmed: Procurement wants all purchase requests above the threshold in before July. Aisha Al Mansouri: We piloted the new queue system at two centers and complaints fell 40 percent. The service centers reported shorter queues since the incentive program update went live. Tanvir Ahmed: Mystery shopper results for the incentive program come back next April. We need a fallback for applicants who start on the licensing portal and finish at a service center. Customer happiness scores for the customer happiness survey moved from 64 to 99 this quarter. Aisha Al Mansouri: The Q1 budget review flagged Operations as 13 percent over on contractor spend. We need a fallback for applicants who start on TAMM and finish at a service center. If the audit finds this first we will have a real problem. Tanvir Ahmed: We still see drop offs at the document upload step on the Emiratization dashboard. The AI assistant pilot numbers for August came in this morning and adoption is up 5 percent. Customer happiness scores for the data governance framework moved from 67 to 99 this quarter. Miguel Reyes: Mystery shopper results for the procurement platform come back next March. Aisha Al Mansouri: I will put my thoughts in the document rather than talk through them. We piloted the new queue system at two centers and complaints fell 22 percent. Tanvir Ahmed: Let us just decide in the moment, planning this feels like overkill. We piloted the new queue system at two centers and complaints fell 38 percent. We need a fallback for applicants who start on the licensing portal and finish at a service center. We need a fallback for applicants who start on the service center network and finish at a service center. Aisha Al Mansouri: Quickly on the same point, finance asked every unit to model a 11 percent efficiency scenario. Miguel Reyes: On that note, the audit committee wants clearer cost attribution per service. Let us stick to the standard playbook on this one. Mystery shopper results for the incentive program come back next July. Aisha Al Mansouri: Customer happiness scores for the service center network moved from 63 to 87 this quarter. Tanvir Ahmed: The process map for license renewals still has three redundant approvals. I have been reading about how other governments solve this. We need a fallback for applicants who start on the incentive program and finish at a service center. The Q2 budget review flagged Technology as 16 percent over on contractor spend. Ayesha Siddiqui: The Q4 budget review flagged Technology as 3 percent over on contractor spend. Tanvir Ahmed: The incentive program numbers for April came in this morning and adoption is up 11 percent. Residents keep asking for Arabic support in the new TAMM flow. The service centers reported shorter queues since the service center network update went live. Aisha Al Mansouri: The Q2 budget review flagged Communications as 3 percent over on contractor spend. There is a new framework worth piloting before we lock the design. Finance asked every unit to model a 27 percent efficiency scenario. Tanvir Ahmed: Finance asked every unit to model a 14 percent efficiency scenario. There is a new framework worth piloting before we lock the design. Miguel Reyes: New tools every quarter just confuse the teams. The incentive program payouts land in the March cycle, so cash flow needs a look. We still see drop offs at the document upload step on the AI assistant pilot. Aisha Al Mansouri: I disagree and I do not think this is close to ready. The audit committee wants clearer cost attribution per service. Ayesha Siddiqui: Procurement wants all purchase requests above the threshold in before June. The digital ID rollout numbers for October came in this morning and adoption is up 15 percent. Tanvir Ahmed: The service centers reported shorter queues since the data governance framework update went live. Staffing for the July peak needs sign off this week. Finance asked every unit to model a 20 percent efficiency scenario. Miguel Reyes: The process map for license renewals still has three redundant approvals. Staffing for the August peak needs sign off this week. The service centers reported shorter queues since the data governance framework update went live. Tanvir Ahmed: Honestly I have not looked at the file yet, I will wing the summary. The Q2 budget review flagged Communications as 29 percent over on contractor spend. Miguel Reyes: Residents keep asking for Arabic support in the new the digital ID rollout flow. The process map for license renewals still has three redundant approvals. Tanvir Ahmed: One more thing from my side: i sketched an experimental flow over the weekend, want to see it? The process map for license renewals still has three redundant approvals. Ayesha Siddiqui: Finance asked every unit to model a 15 percent efficiency scenario. Tanvir Ahmed: The digital ID rollout numbers for February came in this morning and adoption is up 10 percent. The Q2 budget review flagged Finance as 18 percent over on contractor spend. Aisha Al Mansouri: On that note, the process map for license renewals still has three redundant approvals. The incentive program payouts land in the March cycle, so cash flow needs a look. The Q4 budget review flagged Finance as 7 percent over on contractor spend. I will put my thoughts in the document rather than talk through them. Miguel Reyes: Average handling time at the Technology counter dropped to 15 minutes. The current process works, I see no reason to reinvent it. Tanvir Ahmed: On that note, i have been reading about how other governments solve this. The process map for license renewals still has three redundant approvals. Ayesha Siddiqui: Customer happiness scores for the incentive program moved from 67 to 80 this quarter. There is a new framework worth piloting before we lock the design. Tanvir Ahmed: The process map for license renewals still has three redundant approvals. Staffing for the August peak needs sign off this week. Aisha Al Mansouri: Customer happiness scores for the licensing portal moved from 64 to 93 this quarter. Customer happiness scores for the procurement platform moved from 68 to 83 this quarter. Ayesha Siddiqui: I am not covering for that team again, they missed the deadline. We reallocated the training budget toward the digital skills track. Miguel Reyes: The vendor promised the customer happiness survey fix by September, so we should plan the release notes now. Finance asked every unit to model a 29 percent efficiency scenario. Tanvir Ahmed: Finance asked every unit to model a 16 percent efficiency scenario. Ayesha Siddiqui: We piloted the new queue system at two centers and complaints fell 13 percent. The audit committee wants clearer cost attribution per service. Miguel Reyes: The incentive program payouts land in the January cycle, so cash flow needs a look. The Q1 budget review flagged Communications as 38 percent over on contractor spend. Residents keep asking for Arabic support in the new the data governance framework flow. Aisha Al Mansouri: We reallocated the training budget toward the digital skills track. We piloted the new queue system at two centers and complaints fell 20 percent. Miguel Reyes: This timeline keeps me up at night to be honest. The vendor promised the digital ID rollout fix by March, so we should plan the release notes now. Aisha Al Mansouri: One more thing from my side: i keep a tracker for every open action from these calls. Average handling time at the Human Resources counter dropped to 14 minutes. Ayesha Siddiqui: Coming back to the agenda, the process map for license renewals still has three redundant approvals. Miguel Reyes: The service centers reported shorter queues since the AI assistant pilot update went live. Aisha Al Mansouri: If the audit finds this first we will have a real problem. Residents keep asking for Arabic support in the new the incentive program flow. The Q3 budget review flagged Legal as 10 percent over on contractor spend. Average handling time at the Communications counter dropped to 2 minutes. Tanvir Ahmed: Staffing for the February peak needs sign off this week. Average handling time at the Finance counter dropped to 10 minutes. Miguel Reyes: This timeline keeps me up at night to be honest. We reallocated the training budget toward the digital skills track. We need a fallback for applicants who start on the licensing portal and finish at a service center. We piloted the new queue system at two centers and complaints fell 12 percent. Ayesha Siddiqui: There is a new framework worth piloting before we lock the design. Customer happiness scores for the incentive program moved from 70 to 80 this quarter. We need a fallback for applicants who start on the customer happiness survey and finish at a service center. Miguel Reyes: The incentive program payouts land in the June cycle, so cash flow needs a look. Procurement wants all purchase requests above the threshold in before February. Aisha Al Mansouri: Before we move on, we piloted the new queue system at two centers and complaints fell 18 percent. The Q1 budget review flagged Technology as 6 percent over on contractor spend. We need a fallback for applicants who start on TAMM and finish at a service center. Tanvir Ahmed: Mystery shopper results for the digital ID rollout come back next December. The service centers reported shorter queues since the licensing portal update went live. I will put my thoughts in the document rather than talk through them. Finance asked every unit to model a 17 percent efficiency scenario. Ayesha Siddiqui: Let me double check the numbers before we commit to a date. We piloted the new queue system at two centers and complaints fell 23 percent. We reallocated the training budget toward the digital skills track. Aisha Al Mansouri: The service centers reported shorter queues since the digital ID rollout update went live. The Q2 budget review flagged Legal as 30 percent over on contractor spend. We piloted the new queue system at two centers and complaints fell 25 percent. Miguel Reyes: The Q1 budget review flagged Strategy as 36 percent over on contractor spend. Aisha Al Mansouri: I have been reading about how other governments solve this. We piloted the new queue system at two centers and complaints fell 30 percent. Tanvir Ahmed: We piloted the new queue system at two centers and complaints fell 26 percent. Mystery shopper results for the licensing portal come back next February. Let us just decide in the moment, planning this feels like overkill. Aisha Al Mansouri: The audit committee wants clearer cost attribution per service. Average handling time at the Operations counter dropped to 7 minutes. Ayesha Siddiqui: The January service level report goes to the steering committee on Thursday. What if we tried an entirely different model, like the Singapore approach? The process map for license renewals still has three redundant approvals. Mystery shopper results for the customer happiness survey come back next July. Aisha Al Mansouri: We reallocated the training budget toward the digital skills track. Can we keep the invite list small, big meetings drain me. Finance asked every unit to model a 37 percent efficiency scenario. The May service level report goes to the steering committee on Thursday. Miguel Reyes: The November service level report goes to the steering committee on Thursday. The incentive program payouts land in the August cycle, so cash flow needs a look. The incentive program payouts land in the July cycle, so cash flow needs a look. Tanvir Ahmed: The service centers reported shorter queues since the service center network update went live. Miguel Reyes: I keep rereading the minister's feedback and second guessing our plan. We need a fallback for applicants who start on the AI assistant pilot and finish at a service center. Aisha Al Mansouri: Finance asked every unit to model a 33 percent efficiency scenario. I will put my thoughts in the document rather than talk through them. Tanvir Ahmed: Mystery shopper results for the licensing portal come back next October. Staffing for the July peak needs sign off this week. Honestly I have not looked at the file yet, I will wing the summary. Miguel Reyes: On that note, i walked through the incentive program journey myself yesterday and the payment step took four screens. The incentive program payouts land in the April cycle, so cash flow needs a look. Aisha Al Mansouri: Residents keep asking for Arabic support in the new the service center network flow. Procurement wants all purchase requests above the threshold in before July. Average handling time at the Strategy counter dropped to 9 minutes. Ayesha Siddiqui: Finance asked every unit to model a 20 percent efficiency scenario. I already prepared a checklist for that and shared it in the folder. Miguel Reyes: We need a fallback for applicants who start on the procurement platform and finish at a service center. New tools every quarter just confuse the teams. Tanvir Ahmed: Mystery shopper results for the procurement platform come back next November. Aisha Al Mansouri: Finance asked every unit to model a 28 percent efficiency scenario. The incentive program payouts land in the February cycle, so cash flow needs a look. Miguel Reyes: Coming back to the agenda, the audit committee wants clearer cost attribution per service. The vendor promised the customer happiness survey fix by September, so we should plan the release notes now. I would rather slip a week than ship it half tested. Staffing for the April peak needs sign off this week. Ayesha Siddiqui: Before we move on, the process map for license renewals still has three redundant approvals. The audit committee wants clearer cost attribution per service. Tanvir Ahmed: Customer happiness scores for the service center network moved from 69 to 91 this quarter. Finance asked every unit to model a 25 percent efficiency scenario. Aisha Al Mansouri: I keep rereading the minister's feedback and second guessing our plan. I walked through the customer happiness survey journey myself yesterday and the payment step took four screens. Miguel Reyes: If the audit finds this first we will have a real problem. The June service level report goes to the steering committee on Thursday. Staffing for the September peak needs sign off this week. Tanvir Ahmed: We still see drop offs at the document upload step on the AI assistant pilot. Ayesha Siddiqui: We still see drop offs at the document upload step on the incentive program. We still see drop offs at the document upload step on the customer happiness survey. The Q2 budget review flagged Finance as 33 percent over on contractor spend. Aisha Al Mansouri: Average handling time at the Human Resources counter dropped to 14 minutes. The Q4 budget review flagged Human Resources as 31 percent over on contractor spend. I already prepared a checklist for that and shared it in the folder. Miguel Reyes: The incentive program payouts land in the November cycle, so cash flow needs a look. The process map for license renewals still has three redundant approvals. Customer happiness scores for the service center network moved from 69 to 91 this quarter. Ayesha Siddiqui: We piloted the new queue system at two centers and complaints fell 14 percent. I sketched an experimental flow over the weekend, want to see it? Miguel Reyes: Residents keep asking for Arabic support in the new the service center network flow. Ayesha Siddiqui: Mystery shopper results for the customer happiness survey come back next April. There is a new framework worth piloting before we lock the design. The audit committee wants clearer cost attribution per service. Tanvir Ahmed: Customer happiness scores for TAMM moved from 64 to 85 this quarter. The procurement platform numbers for March came in this morning and adoption is up 37 percent. I skipped the template and sent a quick note instead. Customer happiness scores for the Emiratization dashboard moved from 68 to 89 this quarter. Miguel Reyes: The incentive program payouts land in the August cycle, so cash flow needs a look. The Q3 budget review flagged Strategy as 34 percent over on contractor spend. I walked through the licensing portal journey myself yesterday and the payment step took four screens. I am worried we are underestimating the risk here. Aisha Al Mansouri: Finance asked every unit to model a 22 percent efficiency scenario. I will put my thoughts in the document rather than talk through them. Finance asked every unit to model a 10 percent efficiency scenario. The audit committee wants clearer cost attribution per service. Tanvir Ahmed: The August service level report goes to the steering committee on Thursday. I keep rereading the minister's feedback and second guessing our plan. Aisha Al Mansouri: The process map for license renewals still has three redundant approvals. I walked through the data governance framework journey myself yesterday and the payment step took four screens. Average handling time at the Human Resources counter dropped to 13 minutes. Can we keep the invite list small, big meetings drain me. Miguel Reyes: Good session everyone, thank you.