SaaS Development Company in Abu Dhabi

Government / Smart City

An Abu Dhabi government entity responsible for managing public infrastructure across the emirate (roads, bridges, utilities, public buildings, and parks) was operating with fragmented systems. Asset data was in spreadsheets, maintenance was managed through email and phone calls, and citizen reports of issues (potholes, broken streetlights, damaged facilities) were received through a call centre with no digital tracking. Problems: no asset visibility (the entity managed 180,000+ public assets across Abu Dhabi, Al Ain, and Al Dhafra, but had no unified view of asset condition, maintenance history, or lifecycle), reactive maintenance (97% of maintenance was reactive — fixing things after they broke, rather than preventing failures — resulting in higher costs and citizen complaints about deteriorating infrastructure), manual citizen reporting (citizens called a hotline to report issues — average wait time 8 minutes, no tracking number provided, and no way for citizens to check resolution status — resulting in low satisfaction and repeat calls), and inter-departmental coordination (infrastructure issues often required multiple departments — a road repair might need traffic management, utility notification, and environmental approval — coordinated manually through email chains). The entity estimated that digitising operations could reduce maintenance costs 25% through preventive maintenance and improve citizen satisfaction scores from 3.1/5 to 4.0/5.

We built a smart operations SaaS platform with asset management, IoT-driven predictive maintenance, citizen reporting, and inter-departmental workflow — all in Arabic-first with sovereign hosting. (1) Unified asset management: a single view of 180,000+ public assets. Asset registry: every asset (road segment, bridge, streetlight, park bench, building) catalogued with: location (GIS coordinates), condition score (1-5), installation date, expected lifecycle, maintenance history, and responsible department. The registry was populated through a combination of GIS data migration, field surveys (using mobile app), and integration with existing department databases. Condition-based monitoring: for critical assets (bridges, major road segments, water infrastructure), IoT sensors provide real-time condition data — vibration sensors on bridges, flow sensors on water mains, and pavement sensors on major roads. Sensor data feeds into the platform, automatically updating condition scores and triggering maintenance alerts when thresholds are exceeded. Lifecycle planning: the platform projects when each asset will need replacement based on condition trajectory, maintenance history, and environmental factors — enabling budget planning 3-5 years ahead. (2) Predictive maintenance: shifting from reactive to preventive. AI maintenance scheduling: the platform analyses asset condition data, maintenance history, weather patterns, and usage patterns to predict failures before they occur. Streetlights: predicted failure 2-3 weeks before actual failure based on power consumption patterns and age — enabling replacement during scheduled maintenance rounds rather than emergency response. Road surface: analysing pavement condition sensor data and traffic load to identify road segments that will deteriorate below acceptable condition within the next 6 months — enabling proactive resurfacing. HVAC systems in government buildings: monitoring energy consumption patterns to identify systems that are declining in efficiency before they fail completely. Maintenance crew optimisation: scheduling maintenance crews based on geographic proximity, skill requirements, and priority — reducing travel time between jobs and ensuring the right skills are dispatched. Arabic mobile app for field crews — work orders received, photos uploaded, and completion confirmed from the field. (3) Citizen reporting: digital channel for issue reporting. TAMM-integrated reporting: citizens report infrastructure issues through the government's TAMM platform and a dedicated mobile app — selecting issue type, pinning location on a map, and uploading photos. Automatic routing: issues automatically routed to the responsible department based on issue type and location — no manual triage required. SLA tracking: each issue type has an SLA (streetlight repair: 48 hours, pothole: 7 days, park maintenance: 14 days) — the platform tracks SLA compliance in real-time and escalates issues approaching deadline. Citizen updates: the reporting citizen receives automatic updates — "Your report has been assigned to a maintenance crew," "Work is scheduled for [date]," "The issue has been resolved" — with Arabic and English notifications. Satisfaction survey: after resolution, citizens rate the response — feedback directly linked to the specific issue and crew for performance management. (4) Inter-departmental coordination: structured workflows replacing email chains. Workflow engine: complex issues that require multiple departments trigger a structured workflow — defining the sequence of approvals, notifications, and handoffs. Traffic management: road work requiring traffic diversion triggers automatic notification to the traffic department, generates a traffic management plan template, and tracks plan approval. Utility coordination: excavation work triggers notification to utility companies — water, electricity, telecommunications — with a 48-hour response window before work proceeds. Environmental review: work near protected areas or heritage sites triggers environmental review — with the review authority assigned automatically based on the location. Dashboard for leadership: real-time dashboards showing: total open issues, SLA compliance rates, citizen satisfaction scores, maintenance costs, and asset condition trends — in Arabic, updated in real-time, accessible to emirate leadership.

Asset visibility: 180,000 assets registered in the unified platform within 6 months. 94% of assets have current condition assessments (from <20% with any documented condition data). The asset registry became the single source of truth — eliminating conflicting data across departmental spreadsheets. Predictive maintenance: reactive maintenance decreased from 97% to 42% within 12 months. Maintenance cost reduction: 31% (exceeding the 25% target). The largest savings came from streetlight management (bulk replacement of aging units before failure — 60% cheaper than emergency replacement) and road maintenance (resurfacing scheduled during low-traffic periods rather than emergency patching — 45% cheaper). Citizen satisfaction: scores improved from 3.1/5 to 4.4/5 (exceeding the 4.0 target). Key drivers: the ability to track report status (84% of citizens checked status at least once), faster resolution (average resolution time decreased from 18 days to 6 days), and proactive maintenance reducing the number of issues citizens encounter. Citizen reports through digital channels: 78% (from 0% — all were previously phone calls). Call centre volume decreased 65%, enabling reallocation of call centre staff. Inter-departmental coordination: workflow processing time for multi-department issues decreased from an average of 34 days to 11 days. The structured workflows eliminated the "lost in email" problem — every issue has a clear owner, deadline, and escalation path. SLA compliance: 89% of issues resolved within SLA (from an unmeasured baseline — the entity had no SLA tracking before the platform). Leadership visibility: the real-time dashboard is reviewed daily by entity leadership and weekly by emirate-level officials. The data-driven view of infrastructure condition has directly influenced budget allocation — a AED 200 million road resurfacing programme was approved based on the platform's lifecycle projection data. Development investment: AED 2.8 million ($760,000 USD) over 20 weeks.