As part of Sharjah Government’s drive to modernise public services, Khorfakkan Municipality has adopted AI-powered chatbots to simplify how citizens access information, submit requests and complete transactions. Supported by Jacky’s Business Solutions, this initiative forms a key element of the region’s wider move towards a more integrated and accessible digital government.
The Challenge
Citizens increasingly expect quick, accurate and convenient access to government services. Traditional channels often require phone calls, manual follow-up or in-person visits, creating delays and pressure on frontline teams. The management at Khorfakkan Municipality wanted to reduce response times, minimise paperwork and offer residents a more efficient way to access municipal services at any time of day.
The Solution
To address these needs, it introduced an AI-enabled chatbot across on its website. The chatbot provides instant responses to service enquiries, guiding residents through processes such as submitting requests, lodging complaints or checking service information. It can also send secure payment links for the services like Shees Park Tickets or Parking Permits etc, allowing complete transactions to be completed digitally without the need for a physical visit.
The system automates the full cycle of routine requests. When a citizen interacts with ai bot on KhorMun website, the chatbot offers the relevant service options, collects the required details and initiates the necessary workflow. This has significantly reduced the dependency on manual handling and ensured that residents receive consistent information at any time.
The Results
The introduction of chatbot automation has reshaped how residents of the Emirate interact with Khorfakkan municipal services. The municipal teams now handle a large volume of enquiries instantly, reducing waiting times and easing workload pressures for staff. Citizens benefit from faster, more accessible interactions, whether they need to make a payment, submit a request or follow-up the status of a request.
This shift has increased transparency, as residents receive clear updates and confirmations directly within their chat window. It has also supported Khorfakkan Municipality visionary leadership’s broader aim to create a more connected and citizen-focused digital ecosystem.
Looking Ahead
The chatbot programme is expected to expand as more government services move online. The Khorfakkan Municipality is exploring ways to deepen automation, incorporate more service categories and integrate the platform with additional back-end systems. By continuing to collaborate with Jacky’s Business Solutions, the wider Sharjah Government network is positioning itself to deliver smarter, more efficient and more citizen-centric digital services.
If you are looking for a similar customization of your customer’s journey for your organisation, reach out to our team on vms.sales@jackys.com.
