Public institutions are often thought of as slow and resistant to change. The reality is far more nuanced. Every decision carries consequences that extend well beyond the immediate moment. A workflow adjusted here, a policy clarified there, or a process reordered can ripple across systems in ways few anticipate, shaping how people experience services and the trust they place in institutions. Navigating this terrain successfully requires a delicate calibration between inherited structures and emergent possibilities, an appreciation for nuance, and the courage to act amid uncertainty.

The stakes rise in an era shaped by AI. Governments must confront what it means to organize society when traditional labor no longer defines daily life, when institutions are expected to anticipate needs before they are voiced, and when intelligent systems increasingly mediate human interaction.

In conversation, His Excellency Ahmed Tamim Hisham Al Kuttab, Chairman of the Department of Government Enablement in Abu Dhabi, emphasizes that small administrative changes can have significant social effects. These effects are made tangible through systems such as GovOS, GovGPT, and TAMM, which shape how policy, platforms, and workforce strategies intersect in practice. As AI continues to recast work and daily interactions, what should government enablement mean for people and institutions?

RETHINKING GOVERNMENT IN AN AI-FIRST WORLD

Al Kuttab draws a clear distinction between being “digital-first” and “AI-native.” 

He explains that digital-first approaches merely digitize existing paper processes, leaving bureaucracy unchanged. “The form stays the same. The only thing that changed is that you can now fill it out online,” he says. DGE, on the other hand, builds government systems around the capabilities of AI itself: learning, reasoning, and agency.

He gives a concrete example to illustrate this shift. Instead of digitizing a driver’s license renewal form, DGE asked, “Why do citizens need to repeatedly prove who they are to their own government?” With AI, the system can recognize individuals, understand their context, and proactively deliver what they need. 

“That’s AI-native thinking,” he emphasizes. 

Al Kuttab adds that this approach not only improves service delivery but also familiarizes citizens with the practical possibilities of AI, making its use part of daily life. “None of what I describe here is a distant vision. It is already our daily reality,” he notes.

This reality, he says, compels governments to confront profound questions. As AI-native systems reshape businesses and societies, labor will no longer occupy its central role in daily life, even though it has long structured both work and purpose. “How can we best ‘enable’ citizens for a world that is essentially ‘after labor’?” he asks. In other words, when productivity is increased so greatly by AI that humans no longer need to engage in routine labor, what will give life meaning and structure? Addressing this question with citizens is essential to shaping the future of both individual lives and communities.

Al Kuttab describes Abu Dhabi’s AI-native strategy as a commitment to integrating AI into government systems and investing in people. “AI is embedded across the spectrum of public administration, not just as an automation tool but as a decision-making partner, a knowledge hub, and a skills accelerator,” he explains. As the “team behind the teams,” DGE helps government entities shift from reactive models to proactive ones, creating services as personal as each citizen’s fingerprint.

The approach is already transforming the relationship between the government and its people. 

Through TAMM, the emirate’s super app that unifies over 1,300 public and private services into a single digital touchpoint, citizens receive reminders to renew vehicle registrations before they expire, schedule healthcare appointments ahead of time, and access hyper-personalized guidance for starting a business. “This isn’t the future, this is now,” Al Kuttab emphasizes, showing how AI-native operations deliver tailored, anticipatory government services today.

BEYOND EFFICIENCY, TOWARD IMPACT

Al Kuttab frames Abu Dhabi’s AI strategy as more than automation. It is a systemic transformation aimed at making government work more effectively for the people. 

“Our vision goes beyond efficiency: it’s about blending advanced technology with real human insight,” he says. These innovations are integrated into a broader operating model called GovOS, the emirate’s AI-native approach to government operations.

GovOS, supported by Abu Dhabi’s sovereign cloud and guided by ethical and data protection standards, is handling hundreds of digital services and now reaches over 3.3 million users with satisfaction levels above 92 percent. This shows how focusing on people in operations can produce tangible results.

GovOS brings together data from across government to ensure policies and services are based on evidence. “We ensure real data informs every decision, helping government anticipate needs, keep people at the center, and respond to emerging demands, no matter how complex,” Al Kuttab explains, showing how AI is used in day-to-day government operations.

He acknowledges that implementing AI across all layers of government is ambitious and complex. “We enable government entities to focus on their core missions by providing essential platforms, such as Abu Dhabi Enterprise Resource Planning, which is unifying all government systems for the first time,” he says. This integration has reduced operational costs by up to 40 percent while raising performance standards.

He emphasizes that collaboration goes beyond technology and is ultimately about people. DGE helps employees adapt to change, manage complexity, and work effectively in a digital-first environment. From frontline staff to senior leaders, the focus remains on supporting the human side of transformation.

The journey spans decades. Since the first government customer service center opened 20 years ago, the emirate has gradually integrated services through consistent digital standards, centralized procurement, and shared platforms. “We have built one connected ecosystem that operates as a seamless service,” Al Kuttab notes, reflecting the steady development of Abu Dhabi’s approach.

SKILLS, AGILITY, AND PURPOSE

Al Kuttab emphasizes that workforce transformation is just as important as digital change. AI enables government employees to shift focus from routine administrative tasks to policy development, problem-solving, and citizen engagement. In Abu Dhabi, over 25,000 public sector employees now use AI tools like GovGPT, which is expected to free up millions of work hours yearly. 

“At DGE, we are deepening a culture of lifelong learning,” he says, noting that all employees have completed digital and AI-focused training. Learning platforms like Tomouh offer required courses and development programs, tailored learning pathways, curated content, and gamified elements such as badges and streaks to encourage engagement.

TAMM illustrates cross-government collaboration on a large scale. Recognized as the world’s best e-Government initiative at the UN-backed 2025 WSIS Prizes, the app serves over 3.3 million users and provides an AI Assistant to support them. Al Kuttab notes, “Requests that once took civil servants days or weeks, such as approving a business license for an entrepreneur, now take only a few minutes. This is a collaboration between AI and human agents in action.”

He stresses that people remain central to Abu Dhabi’s AI efforts. “It’s essential that our workforce is prepared to lead government into the future,” he says, adding that DGE focuses on developing digitally confident, high-performing, and purpose-driven civil servants, combining technical skills with leadership training.

Beyond AI and data science training, the government emphasizes well-being, inclusivity, and agile mindsets. Programs aim to equip employees with the skills and mindset to navigate change. Al Kuttab says, “We want a public sector that is skilled but resilient, collaborative, and committed,” noting that fostering a meritocratic environment helps employees feel empowered, valued, and ready to lead.

He adds that providing AI tools alone is not enough. The government is adjusting structures to support AI co-creation. With GovGPT, Abu Dhabi encourages a culture of agility and continuous learning. AI is integrated across the government’s digital systems and does more than automate routine tasks. It acts as a knowledge hub, providing real-time insights, connecting previously siloed information, and supporting better department decision-making. In this way, AI complements human work, enhancing capacity while maintaining the judgment needed for effective outcomes.

EVOLVING CIVIL SERVICE ROLES

Al Kuttab points out that civil service roles are being reshaped rather than replaced as AI takes on routine tasks. The Middle East’s young, tech-savvy workforce is entering public and private sectors with new expectations for digital-first services, accelerating changes in government roles. Jobs that once did not exist, such as chief AI officers, data scientists, and prompt engineers, are now emerging to meet the demands of a digital society.

Abu Dhabi has anticipated this shift for nearly a decade. The appointment of the world’s first Minister of State for AI reflects the government’s ongoing commitment to preparing its workforce for an AI-native future.

BUILDING AN AI-NATIVE GOVERNMENT 

Al Kuttab highlights three lessons from Abu Dhabi’s AI journey that other governments can consider.

First, security and compliance are essential. The AI-enabled government is built on cloud sovereignty and rigorous cybersecurity measures, endorsed by the UAE Cybersecurity Council, to ensure data protection while maintaining transparency.

Second, strong public-private partnerships are important. Collaborations with organizations such as OpenAI, Microsoft, IBM, and Oracle bring advanced AI solutions to Abu Dhabi, allowing innovation to be applied responsibly and adapted to government needs.

Third, continuous refinement and adaptation deliver the greatest impact. Tools like GovGPT, TAMM, and its AI Call Center, which efficiently handle complex queries, already show measurable benefits when applied effectively.

Al Kuttab notes that framing Abu Dhabi’s AI initiatives in terms of legacy does not reflect their intent. Legacy suggests something static and complete, while what the government is building is a beginning rather than an end.

The aim is to show that government can operate more effectively while providing better services, with a broader focus on enabling an AI-native way of life across society. Each interaction with AI-enabled services allows citizens to explore what this new world can provide and what AI can make possible.

The goal is also to foster a citizen-state relationship that encourages reflection on fundamental questions about human life in an age of AI. What does living well look like, and what defines purpose in a society shaped by abundance? Al Kuttab emphasizes that these are questions for today, highlighting how transformative technology can support human flourishing when applied thoughtfully.