Kiosks bring new dimension to customer interaction

Ali Kassab, CEO of MBME, explains how MBME is enabling new services and customer engagement for government agencies through turnkey kiosk systems

Tags: MBME (www.mbme.ae)
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Kiosks bring new dimension to customer interaction MBME is offering customised kiosk solutions to deliver new customer services, says Kassab.
By  Mark Sutton Published  June 4, 2017

MBME works with a number of government entities including RAK Electronic Government Authority and the UAE Telecommunications Regulatory Authority – what services are you providing to these customers?

MBME provides RAK EGA with an end-to-end self-service and payment solution allowing RAK residents to complete all government services. The solution offers an enhanced one-stop-shop customer experience across all RAK EGA branches from Municipality, Court, Public Prosecution, Customs, Charity and more.

MBME customized solutions offer RAK EGA design and manufacturing of bespoke self-service kiosk hardware, design and implementation of the customer and user experience over the kiosks, monitoring and outsourcing of customer service to ensure 99.98% service availability on kiosks and management of all payment channels.

With the TRA, the SmartPass allows users to access UAE Government services using a single sign-on account. Users just need to authenticate once to access multiple on-line Government e-services. Most UAE Government Services are available online. Without SmartPass, each UAE Government e-service requires a username and access password to use the e-services provided. Consequently, a user needs to memories, or document, his username and password for all e-services that he can access.

UAE Government e-services, enabled by SmartPass accept the username and password that are stored in SmartPass. Therefore, to access UAE Government e-services, a user only needs to memories his SmartPass username and password or use his Emirates ID.

SmartPass is being rolled out to all Government entities. It is available to Citizens and Residents (Emirates ID Card holders). SmartPass is part of the UAE Smart Government National Plan initiatives.

MBME empowers the SmartPass Program by enabling the registration on 450+ kiosks equipped with an Emirates ID Reader and Biometric Authentication Solution. By enabling this unique feature on MBME Kiosks, all Federal Governmental Services and financial institutions can leverage on our network to improve their KYC and registration process to offer their customers a better experience.

Are you working with any other government organisations in the region?

Yes, MBME offers customised solutions for a range of government entities from transport, charity, utility and fines. Our most popular partners are FEWA, Ajman Sewerage and Al Ain Distribution Company, Dubai Police, Sharjah Municipality, nol top-up and dispensing, Salik top-up and Mawaqif.

MBME’s smart solutions are located across the UAE, this is the one of the primary reasons most government entities choose us — to expand their market reach and provide convenience to their customers.

What sort of capabilities can you offer through the kiosks? What services are they suitable for?

Our kiosks can offer registration, KYC, customer authentication using Emirates ID and biometric authentication, balance inquiry, lead generation/request/customer service, survey, bill payment, top-up, recharge, money transfer and charity donations.

What activities do you have with e-Dirham? Can you integrate e-Dirham as a payment method for all kiosks?

The first phase allows e-Dirham Customers to top-up their wallet. The next phase offers dispense of e-dirham cards and allows e-dirham users to pay for government services available at MBME kiosks using their e-dirham wallet.

What projects do you have that use Emirates ID with the kiosks?

Upcoming projects include du and National Bonds, who will benefit from the Emirates ID integration, allowing easy registration and profile update for their customers. Any of our partners can offer customers uninterrupted service by updating their Emirates ID on MBME kiosks.

Another key milestone is the TRA SmartPass integration and authentication. All Federal Government entities will be able to use MBME Kiosks to enable registration through Emirates ID.

Are you working with any banks for payment services?

Our partner NBAD offers our corporate customers payment services. The first project has been realized for e-Dirham and the second project is a joint offer to noon.com.

We have a huge demand from major banks to offer corporate customers a fully managed services payments solution over MBME Kiosks for Real Estate, Education, Healthcare, including self-service and bespoke kiosks; design, engineer and implement the whole customer workflow and user experience on the kiosks; monitor, maintain and support the full operation; manage all cash and payment cycles to improve cash collection cycle for corporate and banks; and offer a dedicated customer service and support to end users.

How do you typically engage with a government department for a kiosk deployment?

We provide government entities with a full range of services to enhance their customer experience at their branches and to expand their payment channel. We offer design and manufacturing of kiosks, digital branch and smart rooms; design, development and integration of full customer workflow, customer experience and user interface; maintenance, monitoring and a support full operation covering network, security, credit card payment, cash in transit, 16/7 dedicated customer service and support, and dedicated field engineers. We also provide access to monitor all kiosks and transactions including reconciliation and reporting tools.

Can you offer bespoke hardware/kiosks or any variation in form factor?

MBME’s experienced user experience team offer our partners designs that are eye catching, yet simple and welcoming when it comes to smart services and payments from kiosk to user interface, notable projects that we have delivered for parks include Ferrari World and the Etihad Museum with RTA.

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