Khor Fakkan Municipality has taken a practical step toward smarter public service by introducing AI-enabled camera recognition across key service points. The move is part of the Municipality’s wider digital transformation agenda, aimed at understanding citizens more effectively and improving the quality of day-to-day interactions. Working with Jacky’s Business Solutions, the Municipality has developed a modern approach to service feedback that does not depend on lengthy surveys or manual follow-up.
The Challenge
Traditional feedback methods rarely give a complete picture of how residents feel about the services they receive. Most customers do not have the time or inclination to fill out surveys, and frontline teams must rely on assumptions rather than real data. The Municipality wanted a simple, non-intrusive way to understand who was visiting their centres, how they were engaging with services and whether they left satisfied.
The Solution
With support from Jacky’s Business Solutions, the Municipality introduced an AI-driven image recognition system built around smart cameras installed at service counters. The system detects basic demographic information such as age group and gender, while also identifying customer expressions to gauge satisfaction levels during the visit. This approach allows the Municipality to understand overall sentiment without asking residents to complete any form of survey.
The AI tool also links each reading to the specific service the visitor received. By combining demographic insight with sentiment, the Municipality can identify which services are performing well and where improvements are needed. The solution is already being used to support day-to-day decision-making and improve the quality of frontline interactions.
The Results
The new AI system has given Khor Fakkan Municipality a clearer and more immediate understanding of customer experience. Teams now receive real-time insight instead of relying on sporadic feedback or assumptions. This has helped the Municipality identify service gaps more quickly, strengthen overall efficiency and refine processes based on measurable trends rather than guesswork.
Residents also benefit from a smoother, more informed experience. Their satisfaction is assessed passively, without any additional steps, and the Municipality can respond proactively to issues before they escalate.
Looking Ahead
The Municipality sees this initiative as an early step in a broader transformation journey. There is growing interest in expanding AI-driven analytics to other service points and exploring additional applications that can personalise experiences further. By investing in intelligent tools and working with partners such as Jacky’s Business Solutions, Khor Fakkan Municipality is laying the foundation for a more responsive and data-driven public service model.
If you are looking for a similar customization of your customer’s journey, reach out to our team on vms.sales@jackys.com.
