Problem Statement
- Service Design
- UI/UX Design
- Information Architecture
- Design System
TAQA Water Solutions was managing critical permit, inspection, and service requests through multiple disconnected systems linked to TAMM. Teams struggled to locate requests, approvals required manual follow-ups, and SLA breaches went unnoticed until it was too late.
There was
- No unified platform
- No central accountability
- No operational visibility across departments
Role-Based Dashboard
Dashboards were tailored to the core operational roles within TAQA, ensuring that each persona sees only what drives their decisions:
- Managers
- High-level performance, SLA risks, and team capacity
- Officers
- Focus on assigned requests and daily task execution
- Supervisors
- Request workload, pending approvals, and escalations
- Inspectors
- Assigned cases, field updates, and daily task status
Central Request Hub
All external and internal service requests are consolidated into one unified operational workspace. Teams no longer need to search across multiple systems or rely on manual tracking to locate active cases.
With every task visible in a single view, the platform enables faster prioritization, greater control, and complete clarity over work in progress. Requests are automatically ranked by urgency and SLA timing, ensuring action happens before issues escalate.
Streamlined Approval Workflow
A simplified approval engine, enabling decisions in just a few clicks replacing manual navigation and unclear routing.
Live Inspection Tracking
Field inspections are now monitored in real time, with live location, status updates, and case progression visible from a single dashboard. Inspectors and supervisors can track every visit, identify delays, and respond instantly when issues arise.
With escalation triggers built in, the platform moves inspections from reactive follow-ups to proactive oversight.
Configuration & Governance Control
Internal administrators can configure service logic, workflows, and access without IT dependency or system change requests.
This shift introduced structure, transparency, and authority where it was previously fragmented.
Before & After: Simplifying Complex Operations
From scattered systems and manual approvals to a connected workspace that brings every request, service, and team under one streamlined Hub
Design System
We didn’t rebuild pages, we re-engineered field operations. The goal was not UI, it was visibility, escalation, and control!
40% Faster Inspection Turnaround
Live tracking and direct task assignment reduced time spent on coordination and status checks.
70% Increase in SLA Compliance
Real-time alerts and escalation triggers helped teams act before deadlines were missed.
Reduction in Manual Follow-Ups
Central request visibility and structured workflow minimised calls, emails, and status inquiries across teams.
Field-to-Office Alignment
Role-based dashboards ensured supervisors and inspectors worked from the same source of truth.
