Business process outsourcing
Citizen services back office for an Abu Dhabi public sector programme
A government-affiliated entity in Abu Dhabi administering a high volume public service programme for residents and businesses.
- Industry
- Government and Public Sector
- Pillar
- Business process outsourcing
- Client geography
- United Arab Emirates
- Delivery location
- Abu Dhabi
- Languages
- Arabic C2, English B2
- Engagement model
- Managed service
- Timeline
- Sixteen weeks from award to full operation
The challenge
Application volumes had grown faster than headcount for three consecutive years. Processing backlogs were pushing average turnaround beyond the published service commitment, and the largest single cause of delay was incomplete submissions entering the processing queue and then bouncing back to the applicant. Each bounce added days and generated three or four additional contacts. The entity needed capacity, but it also needed the capacity to be Arabic-first, auditable and physically located in Abu Dhabi.
What Corpshore did
We established a fourteen person managed service team in Abu Dhabi handling front-end completeness review, applicant guidance and documentation processing. The critical design decision was to move quality control upstream. Instead of processing whatever arrived and rejecting what failed, the team reviews submissions for completeness before they enter the queue and contacts the applicant directly in Arabic to close gaps.
We rewrote the applicant-facing procedural guidance into plain Arabic in partnership with the entity's communications team, and built an Arabic knowledge base that the team and the entity's own staff now share. All processing follows a documented workflow with full audit trail, and records are retained to the entity's public sector retention schedule.
Delivery model
Managed service with agreed volume bands and service levels, Sunday to Thursday, Abu Dhabi onsite delivery with the entity's own supervisory oversight.
Results
- Average turnaround improved from the entity's baseline to within the published commitment by month five.
- Repeat contact per application fell by an estimated 44 percent following the plain-language rewrite and upstream completeness check.
- Backlog cleared within the first four months and has not recurred.
- Applicant satisfaction on Arabic language interactions measured above 90 percent.
- The programme was extended and the team has since grown.
Why it worked
The volume problem was real, but it was a symptom. The actual defect was that applicants could not understand what was being asked of them. Adding processing capacity alone would have processed the same rework faster.
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This is a representative engagement. The client is anonymised, and the figures are drawn from engagement reporting. We do not name a client without written consent, and we do not publish a number we cannot evidence.