While many AI-for-government stories come from North America or Asia, the GCC has its own successful examples. Some highlights: 

• Smart Dubai Police – Dubai uses AI extensively. One innovation is “Robocop Dubai”: a humanoid robot officer that interacts with the public and can file incident reports using AI-driven language understanding. This cuts response time and allows officers to focus on critical tasks. Dubai also applies generative AI in public sector chatbots (e.g. Roads & Transport Authority) so that complex citizen queries get fully automated, personalized answers. 

• Dammam, Saudi Arabia – In our research, Dammam emerged as the #1 city in the Middle East for AI use in government operations. City officials there use AI analytics to process large datasets (e.g. infrastructure usage, service request trends) to continually improve service quality. For example, predictive maintenance models can foresee where road repairs or power outages might be needed next. 

• Dubai Smart Government Initiatives – Dubai’s government has been using ServiceNow for IT and HR workloads and is now piloting AI-driven citizen services. For instance, AI chatbots guide users through government portals to find forms and book appointments, boosting adoption of e-services. A ServiceNow case study with Dubai Silicon Oasis Authority showed that replacing a legacy ITSM with ServiceNow led to ISO 20000 certification and happier employees– a testament to the platform’s maturity. 

• UAE Vision Hospitals – In healthcare, the UAE’s e& group rolled-out cloud-based imaging (PACS) with AI enhancements, improving scalability and remote access for patient data. While not a ServiceNow solution per se, it illustrates the UAE public sector’s appetite for cloud + AI systems to achieve cost efficiency and scalability. 

• COVID-19 Response – The urgency of the pandemic drove GCC agencies to innovate. For example, in early 2020 a ServiceNow partner (Kumori) built a Pandemic Lockdown App within days to manage essential service permits. It handled multi-agency coordination, service requests, and reporting on one platform. This success story – captured in our case study – demonstrates how ServiceNow’s modular apps can be quickly customized for emergency management. 

These examples show that “AI-powered citizen services” are not just theory; they are transforming the Middle East’s public services. And the trend is accelerating. According to ServiceNow’s AI Cities research, currently 38% of Middle Eastern cities use AI, but that’s projected to nearly double to 70% in the next three years. Governments here know the value: more efficient operations, happier citizens, and smarter use of tax revenues. 

Key Benefits of ServiceNow AI 

Bringing AI and ServiceNow together delivers four key benefits for GCC public services: 

• Hyper-scalable Service Delivery – Cloud AI platforms eliminate bottlenecks. New services go live fast and can handle millions of transactions. For example, an AI virtual agent can simultaneously converse with thousands of citizens, something impossible for human agents to match. This scalability is critical during Hajj pilgrimages, Expo events, or crisis situations. 

• End-to-End Efficiency – Processes that once spanned multiple disjointed systems now flow automatically. AI-driven workflow routing, self-service portals, and integrated data dashboards mean tasks get done faster with fewer handoffs. Reports from ServiceNow clients show significant reductions in ticket resolution times and case backlogs after adding AI capabilities. 

• Enhanced Citizen Experience – Personalization and accessibility improve trust. AI lets governments treat citizens more like customers: 24/7 support, answers in their native language, and proactive guidance. When people feel services are easy, fast and relevant, satisfaction soars. Remember: GCC net satisfaction is already 81%, but AI can help sustain and grow that approval as citizens’ expectations climb. 

• Optimized Spend – Automating routine work and optimizing resource allocation reduces costs. Every freed staff-hour can be reallocated to strategic initiatives. Lower manual errors also cut waste. In WEF’s words, AI can help governments “deliver greater efficiencies to citizens”. ServiceNow’s built-in analytics also let decision-makers see exactly where money and effort are going, enabling continuous improvement. 

Finally, AI on the ServiceNow platform comes with built-in governance. Every action is logged, and AI suggestions can be audited. This aligns with the GCC’s emphasis on cybersecurity and data protection. ServiceNow’s Responsible AI framework ensures recommendations are fair and traceable, which helps maintain public trust. 

Getting Started: Next Steps for Leaders 

For government IT decision-makers in the GCC (and globally), the message is clear: AI is no longer a futuristic concept; it’s happening now in smart, manageable ways. ServiceNow’s platform provides a low-risk path: start small with a proven use case (e.g. HR onboarding chatbot or incident response workflow) and expand. 

What you can do today: 

• Learn from peers: Read industry reports and case studies. For instance, BCG’s Digital Government Citizen Survey – GCC highlights how citizen trust and satisfaction are tied to AI adoption. 

• Assess your needs: Identify high-volume, repetitive processes in your agencies. Could AI chatbots or workflow automation improve these? Kumori’s blogs on ServiceNow’s role in digital transformation and AI capabilities provide useful overviews and use-case ideas. 

• Engage experts: ServiceNow partners like Kumori Technologies specialize in tailoring the Now Platform for the public sector. We’ve helped GCC clients automate and innovate. Kumori can offer workshops or proof-of-concepts to demonstrate ROI. 

• Pilot GenAI wisely: Try ServiceNow Now Assist in a controlled setting (e.g. an internal helpdesk). Prove its value, then cautiously expand citizen services. Always communicate clearly about AI to build trust. 

To stay competitive and meet citizen expectations, GCC governments should put AI to work now. As one WEF expert noted, leveraging AI effectively can “transform everything” in healthcare, education and public welfare. Combined with ServiceNow’s proven platform, GCC public service delivery can scale smarter, delight citizens, and optimize every dirham or riyal spent. 

Contact Kumori to turn your AI ambitions into reality and deliver next-generation services across GCCs.