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axs, a part of TECOM Group PJSC, serves as a one-stop-shop solution that has revolutionised the way in which businesses interact with government services in Dubai. Launched in 2014, axs has transformed the crucial period of business set-up into a time- and resource-optimised journey that minimises disruption and mitigates teething problems for TECOM Group’s customers.
From business registration and licensing services to facilitating visas, medical documentation, and the UAE national identity card (Emirates ID), axs provides access to more than 200 government and corporate services, ensuring TECOM Group’s burgeoning pool of over 10,800 customers can not only establish operations with ease, but also maintain business standards that fuel performance and expansion goals at every stage of their growth.
Powered by essential business-to-government relationships built over the past decade, axs has had an abundantly positive impact on the corporate landscape in Dubai, which remains among the Middle East’s leaders for ease-of-doing business. In the past five years alone, more than 88,000 employment visas and over 29,000 business licenses have been facilitated through axs. This includes licenses with the Dubai Development Authority (DDA), which issues cluster-based permits that allow companies to operate in a sector best suited to the nature of their activities.
In addition to the DDA, government agencies that axs has partnered with include the General Directorate of Residency and Foreigners Affairs, Dubai Health Authority, Federal Authority for Identity and Citizenship (Emirates ID), and Dubai Land Department. Moreover, the platform has also established relationships with organisations like Abu Dhabi National Insurance Company and Network International to further simplify day-to-day procedures for customers.
Digitisation is a priority for the axs platform, and as we increasingly innovate our services in line with the goals of Dubai’s Digital Strategy, we have consistently eliminated the need for customers to make physical journeys to our locations. Footfall at axs service centres reduced from 50,335 visitors in 2018 to 19,685 in 2022, reflecting our commitment to not only making customer transactions more seamless through digital platforms, but also contributing to the city’s overarching push for efficiencies at every level of doing business to introduce new pathways to sustainability.
axs’s indispensability is evidenced by the positive response recorded as part of TECOM Group’s ongoing programme, which invites customers to rate their experience following the completion of their service request. In the first nine months of 2023, axs recorded an average overall satisfaction score of almost 90% from more than 3,400 customers who volunteered to provide feedback. axs’ unwavering commitment to excellence was reflected in an even higher satisfaction rating of almost 93% for immediate services.
This is because axs is grounded in the belief that business success is not just about transactions but creating lasting relationships. We take feedback seriously – and especially so if it’s dissatisfied ratings, which within internally predetermined ranges trigger appropriate escalations and corrective actions, in line with our ethos to tackle problems head-on.
Furthermore, the customer service insights we collect through the axs Portal serve as the bedrock for collaboration within department heads across the group. We recognise that this feedback is critical for us to develop and implement strategic action plans that address the future needs of our customers, and the progress of these action plans is meticulously monitored and reported to our management committee on a quarterly basis, ensuring transparency and continuous improvement.
axs is the heartbeat of doing business in Dubai and is a crucial enabler not only for the 105,000+ professionals, entrepreneurs, and students within TECOM Group’s ecosystem, but their dependents as well. The platform’s true strength lies in its role as a strategic partner in the journey of business growth, and axs remains committed to being the digital backbone for businesses in Dubai.
Nomination Title: TECOM Group’s axs: Unifying 200+ Government Services
