His Highness Sheikh Mohammed bin Rashid Al Maktoum, The Vice President of UAE, The Prime Minister and Ruler of Dubai, once said that “Focusing on the happiness of various customers and enabling them to achieve an outstanding service experience, is a fundamental pillar for government development” and this quote was one of the main triggers for this project, which has a clear purpose to “enhance and improve the customer experience (CX) and service centers performance by implementing data analytics concept along with forecasting future demand of customers and benefit from it in the capacity planning of service centers’ resources”. Through this research the following objectives will be addressed:

  • Objective 1: To identify and analyse the current service delivery indicators within service centres.
  • Objective 2: To identify and implement forecasting models and link it with centres' capacity planning process.
  • Objective 3: To investigate how improving service delivery indicators will affect customer satisfaction index.
  • Objective 4: To achieve a high rating in the GSR system for service centers.

And this research question will be answered “What is the impact of business data analytics on public service centers performance?”.

Publication Date


Document Type

Master's Project

Student Type


Degree Name

Engineering Management (ME)


Yousef Al Assaf

Advisor/Committee Member

Ghalib Kahwaji

Advisor/Committee Member

Slim Saidi


RIT Dubai