DG council

Person #8: Can you all hear me? We have the Chairman joining in about two minutes. I want to be quick. Person #24: Yes, we hear you, Saadat. Good morning. Person #25: Morning. I'm here. Just coming from the CX review, so apologies if I'm— Person #8: You're fine. We'll keep this tight. The Chairman has the Executive Council prep at twelve-thirty, so I need everything crisp. Person #37: I'm here. I've got the ADERP status update ready, but I'll keep it to two minutes as discussed. Person #35: On the line. Also ready. Person #11: Yes. Here. Person #10: Good morning everyone. Looking forward to a productive session. Person #1: Good morning. Thank you all for joining on short notice. I hope the weekend was restful. Person #8: Alhamdulillah, Your Excellency. We're all set. Let me just confirm who's on the call. We have the DG for Customer Experience, DG for TAMM, DG for GovAcademy, Executive Director for Common Digital Platforms, Executive Director for Cloud and Infrastructure, and Executive Director for Workforce Enablement. I believe we're all here. Person #1: Excellent. Then let us begin. I received the draft narrative for the World Governments Summit. I read it yesterday evening. I have some observations. Person #25: Of course, Your Excellency. We tried to incorporate the feedback from the last steering committee. The team worked through the weekend on the AI-native government section. Person #1: I appreciate the effort. The narrative is strong on ambition. The "AI-native government" framing is correct. But I am surprised—there is no mention of the citizen. We talk about infrastructure, about platforms, about use cases. Two hundred use cases. Thirty-five thousand civil servants with Copilot. But what does the citizen actually experience? Person #24: Your Excellency, if I may. That's where TAMM 4.0 comes in. We've positioned it as the citizen-facing manifestation of the AI-native government. The AI assistant, the proactive journeys, the—we have a section on that. Page fourteen, I believe. Person #8: Page fourteen is too deep. The Chairman should see it on page one. This is a narrative, not a technical document. Person #1: The DG for TAMM raises a valid point. But I want to understand: is TAMM 4.0 ready to be the flagship? Or are we presenting aspirations as achievements? Person #24: Your Excellency, TAMM 4.0 is live. We launched at GITEX in October. The AI assistant has handled—since launch, we've processed over 1.2 million conversations. The proactive notifications are active for eleven journeys. The app rating is currently 4.6 on iOS and 4.4 on Android. Person #35: The Android rating was 4.3 last week. It moved up. Person #24: Yes, correct. 4.3 last week, 4.4 now. Thank you. The point is, it's real. It's not a demo. We have the usage data. We have the user satisfaction data. We can present this with confidence at the Summit. Person #1: And the outage last month? The one that was in the news? Person #24: That was—we had a planned maintenance window that extended. It was not an outage in the traditional sense. The communication was not ideal, I acknowledge that. But we've implemented changes to prevent recurrence. The change advisory board now has stricter approval thresholds for any modification to the core services. We've also added a public status page. Person #8: The Chairman is asking a simple question. Was it an outage, or was it not? Person #24: It was. It was an extended maintenance that became an outage. We own that. It was thirty-seven minutes of degraded service on the payments module. Not the entire platform. But it was visible, and it was reported. Person #1: Thirty-seven minutes. And we are presenting TAMM 4.0 as the flagship at the World Governments Summit. The same week, potentially. What is the date of the Summit? Person #10: February ninth to eleventh, Your Excellency. The agenda has been confirmed. Person #1: And how do we ensure there is no repeat between now and then? This is not a discussion. I need a commitment. Person #35: Your Excellency, if I may. I joined the infrastructure team in December, so I've had about eight months with the estate. We've implemented a change freeze for the core TAMM infrastructure starting the week before the Summit. Any change to the payment gateway, the identity services, or the notification services requires sign-off from both my office and the TAMM operations team. We've also done a full failover test on the secondary region last week. It passed within the RTO of fifteen minutes. Person #24: And I can confirm on the application side. We are not introducing any new features after January fifteenth. Only bug fixes and security patches. We have a hard code freeze. Person #1: Good. Then we have a commitment. The narrative must reflect this discipline. I do not want the Summit to be about an outage. I want it to be about the future. Person #25: Your Excellency, if I may build on that. The narrative is not just about TAMM. It's about the end-to-end journey. We've been working with the Customer Experience team on a concept we call "zero-effort government." The idea being that the citizen doesn't need to know which entity, which system, which platform. They just experience the outcome. TAMM is the entry point, but the AI does the work behind the scenes. We have a section in the narrative that talks about this. The "effortless" framing from the CX strategy. Person #1: I like this. Zero-effort government. But again, is this real? Or is this a slide? Person #25: It's real in parts. We have eleven proactive journeys where the government reaches out to the citizen instead of the citizen coming to us. Renewals, eligibility updates, fee changes. These are live. We're expanding to twenty-five by the end of the year. The AI assistant can complete sixty-two transactions end-to-end without human intervention. The data shows that for these transactions, the average handling time has dropped from nine minutes to under two. Person #8: What's the satisfaction score? Person #25: For the proactive journeys? 4.8 on the follow-up surveys. Very high. The complaint volume is down twelve percent year-on-year for the services that have been redesigned. Person #1: And the service centers? We spoke about closing them. Person #25: We've consolidated. Nineteen centers closed since the start of the year. The remaining twenty-three are being transformed into "digital guidance" spaces rather than transaction counters. The footfall is down forty-one percent because people are transacting digitally. But we keep the centers for the segments that need them—the elderly, people with disabilities, tourists. Person #10: Your Excellency, may I add something on the human capital dimension? The narrative is not only about technology. It's about the civil servant of the future. The AI-native government requires a workforce that is—how shall I say—fluent in working alongside intelligent systems. This is where GovAcademy and the Tomouh platform play a role. We've trained over eighteen thousand civil servants on AI fundamentals since January. The Al Jadaara program now includes a mandatory module on leading AI-enabled teams. This is a world-first in government leadership development. Person #8: Eighteen thousand trained. What's the total workforce? Person #11: Approximately sixty-two thousand across the Abu Dhabi government entities. So we're at about twenty-nine percent penetration. Person #10: And we're on track to reach forty thousand by the Summit. The plan is to have the majority of the workforce with at least foundational AI literacy by February. Person #1: And Mawaheb? Where does the talent hub fit into this narrative? Person #11: Your Excellency, Mawaheb is the pipeline. The AI-native government is not just about training existing staff. It's about bringing in the right talent. We've placed—since the beginning of the year—we've placed 1,847 Emiratis into government and semi-government roles through Mawaheb. Of those, three hundred and twelve are in technology or data roles. We've also launched the partnership with MBZUAI to create a fast-track program for AI engineers. The target is one hundred graduates per year. Person #1: And the private sector placements? We discussed this before. The Emiratisation targets. Person #11: The numbers are harder. We have 486 Emiratis placed in private sector roles through the Mawaheb platform. The targets per entity vary. Some sectors are more receptive than others. Defense and aerospace are strong—we have a pipeline with Calidus and others. Financial services is moderate. The hospitality sector is challenging. Person #1: I see. And what is the narrative for the Summit? That we are creating jobs or that we are upgrading the workforce? Person #11: Both, Your Excellency. But the message we want to convey is that the UAE is building the human capital to match the technological ambition. The AI is not replacing people. It's enabling them to do higher-value work. We have the data to support this. The internal mobility rate within government entities has increased by twenty-two percent since the introduction of the performance-based calibration system. Person #8: Which brings me to the 2026 HR Law. The implementation is proceeding, but I want to flag that we have some resistance from the legacy entities. The unified salary scale is being challenged. We have three entities that are requesting exemptions for specialist roles. Person #1: Which entities? Person #8: I won't name them on this call, Your Excellency. But it's the usual suspects. The ones who think their technical staff are special and can't be subjected to a common framework. My position is firm. The law applies uniformly. The exemptions process exists for genuine cases, but it must go through the full review. Person #1: I agree. We cannot have a patchwork. The narrative for the Summit must show a unified government. Not a collection of autonomous entities. Person #37: Your Excellency, if I may transition to the ADERP status. The Oracle Fusion rollout is progressing. We have forty-one of the fifty-three entities live. The remaining twelve are on a schedule to go live in three waves: six entities in September, four in October, two in November. The October wave aligns with GITEX, which is good for the narrative. Person #8: What's the status of the twelve? Are they on track? Person #37: Two are at risk. The data migration for one entity—the Department of Municipalities and Transport—is complicated because they have legacy systems that are not well documented. We have a dedicated team working on it. The other is the Abu Dhabi Media Office, which has specific requirements for their financial reporting. We are in discussions with Oracle to ensure the configuration meets their needs. Person #35: The cloud infrastructure for ADERP is ready. We have the capacity. The issue is not technical. It's the data quality and the change management on the entity side. Person #1: Which of the two is more likely to slip? Person #37: The Department of Municipalities and Transport. The data migration is genuinely complex. We have an additional twelve hundred hours of effort that we've estimated. The team is working extended hours, but I would not be surprised if we need to push that go-live from September to October. Person #8: Who owns that decision? Person #37: The go-live date is a joint decision between my team, the entity, and Oracle. But ultimately, I own the timeline. If we need to move, I will recommend it with the data to support it. Person #8: I need a firm recommendation by Thursday. The Chairman's report to the Executive Council goes out on Sunday. I don't want any surprises. Person #37: Understood. I will have the full impact assessment by Thursday morning. Person #1: And the narrative for the Summit? Should we mention ADERP? Person #37: Yes, Your Excellency. The unified ERP is a foundational element. It means that financial and HR data across all fifty-three entities is on one platform. The analytics and AI use cases depend on this. We can talk about how the government runs as one enterprise, not fifty-three separate ones. Person #1: But if we have entities that are resisting, and if the rollout is not complete, are we overselling? Person #37: I would frame it as "the journey toward a unified enterprise." We are honest about the ambition and the progress. We have forty-one entities live. That is a significant achievement. The remaining twelve will be live by the end of November. By February, we will be complete. Person #8: And the Oracle relationship? The vendor has been a source of frustration. Person #37: The vendor performance has improved since we established the dedicated escalation path. But I will be honest, Saadat. The quality of the initial implementation was not up to the standard we expect. We have had to invest significant internal effort to correct configuration issues that should have been caught in testing. Person #35: That's an understatement. We had a critical incident in the test environment that took Oracle's team four days to resolve. Four days. In a bank, that would be—the vendor would be out. Person #8: Yes, but we are not a bank. We are a government that has a long-term relationship with Oracle. We need to manage this carefully. The narrative for the Summit should not include any hint of vendor friction. Person #1: Agreed. The narrative is about outcomes, not about our internal challenges. Person #25: Your Excellency, if I may bring us back to the citizen experience. The narrative has a section on the "journey with the resident" that we used at GITEX. It tells the story of a young family moving to Abu Dhabi, and how they access housing, schooling, health services, and utilities through a single digital identity. The feedback we received from the GITEX audience was very positive. The story made the concept tangible. Person #10: The story format is powerful. I would suggest we open the Summit presentation with that story. Not with a slide full of statistics. With a narrative. A human story. The technology is the enabler, but the citizen is the protagonist. This is a world-first approach to government storytelling. Person #1: I am listening. What does the young family actually do? Walk me through it. Person #25: They arrive in Abu Dhabi. They have a job offer from a company in ADGM. They receive a proactive notification on TAMM—after they have their Emirates ID—informing them that their visa status has been updated, that they need to register for health insurance, and that their children are eligible for school enrollment. They don't need to search for the information. The system brings it to them. They complete the registration through the AI assistant, which pre-fills the forms using their digital identity. They book a school visit through the same interface. The entire process takes approximately twenty minutes over two days. Person #1: And this is live today? Or is this an aspiration? Person #25: The components are live. The proactive notification for visa updates is live. The health insurance registration is live. The school enrollment journey is partially live—it covers Abu Dhabi public schools and a selection of private schools. The integration with ADGM is—it's in progress. The ADGM system is not fully integrated with the federal identity infrastructure yet. Person #24: That's a federal issue, Your Excellency. The ADGM infrastructure is separate from the Abu Dhabi government systems. We have been in discussions with the ADGM digital team about a federation approach, but it requires a memorandum of understanding that is still with the legal teams. Person #1: I understand. We cannot wait for the perfect integration. We tell the story with what we have, and we note that the journey is expanding. The narrative should be honest about the progress and clear about the direction. Person #8: Your Excellency, I want to raise a concern about the timing of the narrative release. We are finalizing the document this week. But the consultants—the Deloitte team—have provided their own draft, which is—how shall I put it—more conservative. They are recommending that we focus on "digital maturity" rather than "AI-native." Their language is more measured. Person #1: The consultants are not writing our narrative. We are. Their role is to support, not to define. Person #8: Understood, Your Excellency. But I want to flag that there is a tension between the ambition in our draft and the caution in theirs. The Chairman of the Executive Council has seen the Deloitte draft. There is a risk of mixed messages. Person #1: I will speak to the Executive Council Chairman about this. The narrative we present at the Summit must be ours. It must be bold. It must be clear. The consultants' caution is not wrong—it is just not what we need for this forum. Person #10: If I may, Your Excellency. The World Governments Summit is the perfect platform to set the global agenda. The attendees are ministers, heads of digital agencies, technology leaders from over one hundred countries. They are not looking for caution. They are looking for inspiration. They want to see what is possible. Our narrative should be a beacon. A lighthouse. It should say: this is what a government looks like when it is built for the future. Person #11: If I may add a data point. The research we did with MBZUAI and G42 suggests that the governments that will lead in the next decade are those that can demonstrate applied AI at scale. Not pilots. Not proofs of concept. Applied AI in production, with measurable outcomes. We have that evidence. The two hundred use cases are not all at the same stage, but we have over forty in production with clear KPIs. Person #1: Which are the most impressive? If a minister from Singapore or Finland asks me, "What is the single most impressive thing you have done?"—what is my answer? Person #24: The proactive service delivery, Your Excellency. No other government in the region is doing proactive notifications at this scale. The closest is the UAE federal government with some pilot programs. But we are doing it across eleven journeys, and the AI assistant is learning from the interaction patterns. This is a genuine world-first. Person #25: I would add the unified identity and the data sharing. The fact that a resident can complete a transaction that spans three or four entities without re-entering their information. That is a level of integration that most governments—even the most advanced—have not achieved. We take it for granted because we built it, but it is remarkable. Person #1: The unified identity. That is the Digital Identity system. We have had it for some time. Is it truly unified now? Or do we still have entities that require separate logins? Person #24: Your Excellency, the digital identity is the single sign-on for all Abu Dhabi government services. The entities are required to integrate with it. There are still a few legacy systems—very old ones—that have their own logins, but we are migrating them. By the end of the year, all services on TAMM will be accessible with a single digital identity. Person #35: The backend is also unified. The identity provider infrastructure is on the sovereign cloud. We have the redundancy and the security certifications. The authentication time is under two hundred milliseconds. That is the technical foundation for the "one identity" story. Person #1: Good. Then the answer to the minister from Singapore is: we have unified digital identity, proactive service delivery, and applied AI across forty use cases in production. That is a strong answer. Person #8: Your Excellency, I want to ensure that we also address the workforce dimension. The minister from Singapore will also ask about the civil servants. How are we preparing them? What is the impact on jobs? Person #10: That is where GovAcademy and Mawaheb come in. We have a story to tell. The training numbers, the reskilling programs, the partnerships with universities. We are not just deploying technology; we are building the culture. The civil servant of the future is not afraid of AI. They see it as a tool for better service. Person #11: The data supports this. The employee engagement survey that we ran in Q1 showed that sixty-eight percent of civil servants are optimistic about AI in the workplace. Only nine percent expressed concern about job displacement. And among the younger cohort—under thirty—the optimism rate is eighty-one percent. Person #1: That is encouraging. But I want to be careful. The narrative should not be triumphalist. We should acknowledge the challenges. The transition is not easy. Some civil servants will be displaced. What is our plan for them? Person #8: The 2026 HR Law includes provisions for redeployment and retraining. We have a dedicated program for civil servants whose roles are automated. They receive priority access to the Tomouh learning hub and to Mawaheb for internal mobility. We are targeting a ninety percent redeployment rate within twelve months. Person #1: And the remaining ten percent? Person #8: They would exit the government through a dignified transition package. We have the framework in place. The numbers are small—we are talking about a few hundred people over the next two years. Not a mass displacement. Person #1: A few hundred people. And the media narrative? If the numbers become public, we need to be prepared. Person #8: We have a communications plan ready. The messaging is "upgrading the workforce, not reducing it." The focus is on the opportunities created by AI, not the jobs that are transformed. We will be proactive in telling this story. Person #1: Good. And the budget? I assume there are additional costs for training and infrastructure. Person #8: The budget for the AI-native government initiative is already allocated. The digital infrastructure is funded through the Department of Finance. The training is funded through the Human Resources budget. There is no additional ask. Person #1: I will take that to the Executive Council. No new money. The discipline is important. Person #35: Your Excellency, if I may. There is one item that does require attention. The sovereign cloud tender. We are in the final stages of negotiation with the preferred bidder. There is a pricing issue that needs to be resolved. The vendor's final offer is about eight percent above the budgeted envelope. We are pushing back, but the vendor is holding firm on some of the operational costs. Person #1: How much money are we talking about? Person #35: The total contract value is approximately AED 1.2 billion over five years. The overage is about AED 96 million. Not trivial. Person #1: And what do we get for the additional cost? Person #35: The vendor argues that the energy costs and the security compliance requirements have increased since the original estimate. They have provided a cost breakdown. Some of it is legitimate. Some of it feels like padding. Person #8: We need to be disciplined. The Executive Council has approved the budget. We cannot go back with an overage unless there is a very strong case. Can we negotiate the scope? Person #35: We can. We have identified four services that could be descoped to bring the total within the envelope. But I would not recommend it. The services are related to the disaster recovery capability. If we reduce the RTO, we increase the risk. Person #1: This is a matter for the Executive Council. I will not decide on this call. But I want to understand: if we do not approve the overage, what is the consequence for the Summit narrative? Can we tell the AI-native government story without the sovereign cloud? Person #35: The sovereign cloud is the foundation, Your Excellency. It is where the data lives. It is where the AI models are deployed. Without it, we are relying on external cloud providers, which raises data sovereignty concerns. The narrative would be weaker. Person #37: And ADERP runs on the sovereign cloud. The unified HR and finance systems. If we don't have the capacity, the rollout is at risk. Person #1: Then we must find a solution. I will raise this with the Executive Council Chairman. But I need you—both of you—to be prepared to present the options and the trade-offs. I do not want to be caught without the numbers. Person #35: Understood, Your Excellency. I will have the options paper ready by Thursday. Person #8: And I will coordinate with the Department of Finance to understand if there is any flexibility in the budget envelope. But I am not optimistic. Person #1: We will see. Inshallah, we will find a way. Person #24: Your Excellency, if I may raise a separate issue regarding TAMM. We have a release scheduled for early October with new features that we want to showcase at GITEX. One of the features is an AI-powered document analysis that can extract data from uploaded documents—passports, Emirates ID, certificates—and pre-fill the application forms. We are very excited about this. It will be a differentiator. Person #1: And the risk? We talked about the freeze. Person #24: The freeze is for the Summit in February. The October release is before the freeze. We have a window. The feature has been in beta with a group of users since July. The feedback is very positive. The error rate on document extraction is below two percent. We are confident. Person #35: We will support the release from the infrastructure side. It has been tested in the staging environment. The integration with the AI services is clean. Person #1: Then proceed. But I want to be informed if there are any issues. The GITEX demonstration is important for the regional narrative, but the Summit is the priority. Person #24: Understood, Your Excellency. I will keep you informed. Person #25: Your Excellency, if I may also mention the CX Awards. We are hosting the second edition in November. It is a good opportunity to showcase the citizen-centric approach and to recognize the entities that have excelled. We are expecting over two hundred submissions this year, up from one hundred and forty last year. Person #10: The awards also feed into the Summit narrative. The winners will be featured in a case study that we include in the Summit material. It shows that the AI-native government is not just a technology story. It is a people story. The entities are competing to provide the best service. Person #1: The CX Awards. I recall the first edition was well received. What is the criteria this year? Person #25: We have three categories: best digital journey, best proactive service, and best use of AI in customer experience. We also have a new category for best cross-entity collaboration. The judging panel includes representatives from the private sector and academia. The awards ceremony will be at the end of November. Person #1: Good. I want the winners to be announced before the Summit. It gives us material for the narrative. Person #25: It will be, Your Excellency. The ceremony is scheduled for November twenty-fourth. Person #8: Your Excellency, we are approaching the time. The Executive Council prep is at twelve-thirty. I want to make sure we have covered the key items. Person #1: I have one more question. The narrative draft—who owns the final version? Person #8: I do, Your Excellency. I will incorporate the feedback from this call and the consultants' input. The final draft will be circulated to all DGs for comment by Thursday. We will have a final review on Sunday–before the Executive Council meeting. Person #1: And the approvals? The Department of Finance has seen the budget section? Person #8: Yes. The Department of Finance has reviewed the financial sections. They have no objections, pending the procurement decision. Person #1: Then we are aligned. I want the narrative to be bold, but I want it to be defensible. Every number must be verifiable. Every claim must be backed by evidence. We cannot afford to be challenged on the facts. Person #10: Your Excellency, the narrative will be bulletproof. We have the data, we have the case studies, we have the results. And the story is compelling. It is a world-first in the scale and the integration. The Summit attendees will remember it. Person #1: I hope so. We have—as the Undersecretary said—limited time before the Executive Council. I want all of you to reflect on what we have discussed. If you have any additional ideas or concerns, bring them to me directly. The narrative is not complete until it is approved. Person #8: Your Excellency, I will coordinate the finalization. The deadline is Sunday. Person #1: Jazakum Allah khair. Let us proceed. Person #8: Before we close, I have a few operational items. The ADERP go-live decision—we need that by Thursday. The sovereign cloud options paper—also Thursday. The narrative draft for comment—I will send it out by end of day today. Person #37: Understood, Saadat. I will have the impact assessment and the recommendation for the DMT go-live by Thursday morning. Person #35: The options paper for the cloud will be ready. Person #11: For the Mawaheb section in the narrative, I will provide the updated placement numbers by Thursday. There is one issue, though. The data for the private sector placements is—the reporting is not always consistent. Some entities report differently. I want to make sure the numbers we present are accurate. Person #8: Then coordinate with the communications team. I want the final numbers to be verified before they go into the narrative. Person #11: Yes, Saadat. I will do that. Person #1: And the TAMM app rating? The 4.6 on iOS—is that current? Person #24: Yes, Your Excellency. As of last week. We have been monitoring the reviews. The feedback is mostly positive. The common themes are the speed of the app and the ease of use. There are occasional complaints about specific services, but those are being addressed by the relevant entities. Person #1: I want the rating to be above 4.5 at the time of the Summit. If there is any risk of it dropping, I want to know. Person #24: We will monitor it closely. The release in October should not affect the rating negatively. The new features are designed to improve the user experience. We will also respond to all negative reviews within twenty-four hours to show that we are listening. Person #1: Good. Is there anything else? Person #10: Your Excellency, I would like to invite you to the Abu Dhabi Leadership Forum in January. It is a preparatory event for the Summit. We will have keynote speakers, a fireside chat on AI in government, and a showcase of the DGE initiatives. It would be an honor to have you open the forum. Person #1: I will check my schedule. If I am available, I will join. The forum is a good opportunity to test the narrative with a local audience before the Summit. Person #10: Yes, Your Excellency. We are expecting an audience of over five hundred senior government leaders. The feedback will be invaluable. Person #8: Your Excellency, we are at the time. I will close the call unless you have anything else. Person #1: No. I am satisfied with the progress. Let us execute. Person #8: Shukran, Your Excellency. Everyone, we have clear actions. Let me confirm the owners. The narrative finalization—myself. The ADERP decision—[Person #37]. The cloud options—[Person #35]. The Mawaheb numbers—[Person #11]. The TAMM app rating monitoring—[Person #24]. The CX Awards update—[Person #25]. And the leadership forum invitation—[Person #10]. All by Thursday. Is that correct? Person #37: Yes, Saadat. Person #35: Confirmed. Person #11: Yes. Person #24: Understood. Person #25: Yes. Person #10: Yes, Saadat. Person #8: Good. Let us reconvene on Thursday at ten to review the decisions. Until then, everyone. Yalla. Person #1: Shukran, everyone. Wa barak Allahu feekum. Person #8: Good. Everyone, enjoy your—wait, no. One more thing. The World Governments Summit sessions. We have a slot on the main stage. I need a one-page brief on my desk by Wednesday, before the Thursday review. Person #37: Is that the AI-native government session or the—which one, Saadat? Person #8: The main stage one. AI-native government. The Chairman wants to—well, I want us to be aligned on what we claim. The consultants have been drafting something but I don't trust it. [Person #25], you're the one who talks to residents. What's the one number that matters? Person #25: For the main stage? TAMM's rating. It was 4.2 in July, it dropped to 4.1 after the billing incident. If we can get it back to 4.3 by February, that's the story. "The public face of government, rated by the public. Person #24: We're at 4.1. The billing incident wasn't our fault, it was the vendor's reconciliation job. But the users don't care whose fault. We've got a release in two weeks that fixes the notification latency. Should help. Person #35: The notification latency was caused by an unplanned change on the integration layer. I flagged it in the change advisory board, nobody objected, and then it crashed at two in the morning. I've already told my team: no changes to that environment without my sign-off. Person #24: The change was approved by the entity's application team. Not mine. But okay, we'll route through you. Person #1: What is the rating target for February? Person #24: Realistically? We'll be at 4.3 by the end of October, inshallah. The app store reviews are seasonal. GITEX brings a spike in downloads and reviews, usually positive. But the billing incident—we need to see if the reviews trend negative into November. Person #11: The data says app ratings correlate with complaint volume to the call center. Billing complaints are still elevated. About 12 percent above baseline. But the trend is flattening. Person #8: So the target is 4.3. Who owns that? [Person #24], you do. But I want the CX team to coordinate with you on the recovery messaging. [Person #25], you own the narrative. Make it a recovery story. "We heard you, we fixed it. Person #25: That's the effortless framework, yes. We can package that. Person #10: And the main stage session could feature a resident story. A journey. From confusion to effortless. We have a couple of personas from the CX research— Person #8: Keep it short. The Chairman has a hard stop. And [Person #37], what's the ADERP decision by Thursday? You said you'd have options. Person #37: Yes. Two options: defer the remaining twelve entities to Q2, or continue as planned with a revised cutover schedule. I've got the vendor agreeing to embed two of their lead consultants on site for the next three go-lives. That changes the risk profile. I'll have the paper ready Wednesday. Person #8: Good. And you confirmed Oracle is paying for those consultants, not us? Person #37: They've agreed in principle. I'm getting it in writing. If they don't, we come back with the cost. Person #8: Good. Anything else? [Person #35], the cloud options—two pages, not twenty. Person #35: Yes, Saadat. Two pages. One summary, one comparison. I'll send it Wednesday evening. Person #8: Fine. I think we are done. Shukran, everyone. Let us make this week count. Person #1: Jazakum Allah khair. It was a good meeting. Person #24: I'll send the rating report tomorrow morning before the standup. Person #8: Yalla. Bye.