From potholes to personalization: What Abu Dhabi is teaching us about AI-powered smart cities – Microsoft

Enhancing Urban Governance through AI: A Sustainable Development Goals Perspective

City governments worldwide are increasingly recognizing the importance of responsive infrastructure maintenance, such as fixing potholes, to foster citizen engagement and trust. According to a 2019 Harvard study, prompt pothole repairs not only reflect infrastructure health but also indicate active civic participation.¹

In the context of rising citizen expectations and complex challenges—including budget constraints, regulatory demands, and cybersecurity threats—governments are adopting innovative technologies to improve service delivery. Citizens now expect seamless, secure, and personalized digital experiences comparable to those in banking and retail sectors.

Generative Artificial Intelligence (AI) has emerged as a transformative tool, enabling city governments to:

• Deliver personalized services aligned with Sustainable Development Goal (SDG) 11: Sustainable Cities and Communities.
• Empower public sector professionals to enhance service quality and efficiency, supporting SDG 8: Decent Work and Economic Growth.
• Extract actionable insights from data to inform policy and operational decisions, advancing SDG 16: Peace, Justice, and Strong Institutions.

The Future of Smart Cities: Case Study of Abu Dhabi

Under the leadership of His Highness Sheikh Mohamed bin Zayed Al Nahyan, Abu Dhabi has pioneered AI-driven government services, exemplified by the TAMM platform launched in October 2024. TAMM, meaning “consider it done!” in Arabic, consolidates nearly 950 government services into a single digital hub accessible to citizens, residents, visitors, and investors.

Powered by Microsoft Azure OpenAI and integrated with sovereign cloud services such as G42 Compass 2.0, TAMM exemplifies innovation that supports multiple SDGs by enhancing accessibility, inclusivity, and efficiency.

1. Personalized Citizen Interactions

TAMM removes physical and bureaucratic barriers, enabling citizens to access services remotely via a generative AI assistant. Key features include:

1. Personalized support for license renewals, utility payments, permit applications, and healthcare services.
2. A photo reporting tool allowing users to report issues like potholes, fostering community engagement and infrastructure maintenance aligned with SDG 9: Industry, Innovation, and Infrastructure.
3. Simplified processes such as vehicle registration, reducing administrative burdens and enhancing user experience.

2. Empowering the Workforce for Enhanced Service Delivery

By automating routine inquiries and tasks, TAMM enables government employees to focus on complex, high-value activities. This approach supports SDG 8 by promoting productive employment and innovation within the public sector. Notable outcomes include:

• Improved citizen support through live video and audio assistance while maintaining privacy.
• An agile, data-driven organizational model that fosters continuous innovation and co-creation with citizens.

3. Responsive and Secure City Services

TAMM’s multilingual AI capabilities facilitate inclusive access to government services, including specialized support for vulnerable populations, thereby advancing SDG 10: Reduced Inequalities. The platform’s integration across agencies ensures coordinated service delivery, while robust cybersecurity measures uphold SDG 16 by protecting data privacy and integrity.

Foundations for Successful AI Adoption in City Governments

Global experiences highlight critical factors for effective AI integration in urban governance, directly contributing to the achievement of SDGs:

• Mission-Driven Implementation: Aligning AI initiatives with clear public outcomes enhances impact and community trust (SDG 16).
• Comprehensive AI Literacy: Training across all workforce levels empowers employees and improves service quality (SDG 4: Quality Education).
• Robust Data Management: Ensuring data quality, privacy, and governance enables scalable and ethical AI deployment (SDG 9 and SDG 16).

Resources for Advancing AI in Government

City governments seeking to leverage AI for sustainable development can access a range of Microsoft-supported resources:

• Public Sector Center for Digital Skills – Guidance on designing and sustaining AI-powered solutions.
• Microsoft Learn for Government – Workforce development and training tailored to public sector needs.
• Microsoft Government AI Blogs – Insights and case studies on AI empowerment in government.

References

¹ Harvard Griffin GSAS, “Pothole Politics,” January 2019.

Author

Doug Priest
Senior Business Strategy Manager, Microsoft
Transportation and Urban Infrastructure Lead, Worldwide Government Industry Group

1. Sustainable Development Goals (SDGs) Addressed or Connected

1. SDG 9: Industry, Innovation and Infrastructure
   • The article discusses improving city infrastructure and services using AI, specifically mentioning pothole repairs and digital government services.
2. SDG 11: Sustainable Cities and Communities
   • The focus on smart city initiatives, personalized government services, and improving urban living conditions aligns with SDG 11.
3. SDG 16: Peace, Justice and Strong Institutions
   • Enhancing government responsiveness, transparency, and citizen engagement through AI-powered platforms relates to building effective, accountable institutions.
4. SDG 4: Quality Education
   • The emphasis on AI literacy and workforce development for government employees supports lifelong learning and capacity building.
5. SDG 3: Good Health and Well-being
   • Access to healthcare services through the AI platform is mentioned, contributing to health and well-being.

2. Specific Targets Under Those SDGs Identified

1. SDG 9 – Target 9.1: Develop quality, reliable, sustainable and resilient infrastructure, including regional and transborder infrastructure, to support economic development and human well-being.
2. SDG 11 – Target 11.3: Enhance inclusive and sustainable urbanization and capacity for participatory, integrated and sustainable human settlement planning and management.
3. SDG 16 – Target 16.6: Develop effective, accountable and transparent institutions at all levels.
4. SDG 16 – Target 16.7: Ensure responsive, inclusive, participatory and representative decision-making at all levels.
5. SDG 4 – Target 4.4: Increase the number of youth and adults who have relevant skills, including technical and vocational skills, for employment, decent jobs and entrepreneurship.
6. SDG 3 – Target 3.8: Achieve universal health coverage, including financial risk protection and access to quality essential health-care services.

3. Indicators Mentioned or Implied to Measure Progress

1. Indicator for SDG 9.1: Proportion of the rural population who live within 2 km of an all-season road (implied by infrastructure improvements such as pothole repairs).
2. Indicator for SDG 11.3: Proportion of cities with a direct participation structure of civil society in urban planning and management (implied by citizen engagement through AI platforms).
3. Indicator for SDG 16.6: Primary government expenditures as a proportion of original approved budget, by sector (implied by improved government efficiency and transparency).
4. Indicator for SDG 16.7: Proportion of population who believe decision-making is inclusive and responsive (implied by increased citizen empowerment and participation via AI services).
5. Indicator for SDG 4.4: Proportion of youth and adults with ICT skills, by type of skill (implied by AI literacy programs for government workforce).
6. Indicator for SDG 3.8: Coverage of essential health services (implied by healthcare service access through the AI platform).
7. Additional Indicators Implied:
   • Number of government services digitized and accessible via AI platforms (e.g., TAMM platform offering 950 services).
   • Number of transactions conducted through digital government platforms (e.g., 10 million transactions per year).
   • User satisfaction and response times for government services (implied by improved service delivery and citizen feedback).
   • Data privacy and security compliance metrics (implied by emphasis on secure cloud services and privacy protections).

4. Table: SDGs, Targets and Indicators

Source: microsoft.com