Systems Limited Middle East & Africa and Parkin Company PJSC, Dubai’s largest provider of paid public parking facilities and services, have jointly received the Gold Stevie Award for Most Innovative Contact Center of the Year in the Public Enterprise category at the Middle East & North Africa Stevie Awards. The recognition highlights a large scale AI enabled customer engagement transformation delivered through the collaboration between both organizations, aimed at modernizing citizen interactions across Dubai’s public parking ecosystem.
The award winning initiative, titled “Redefining Citizen Experience: Parkin’s AI Enabled Service Transformation,” was introduced in response to changing customer expectations and the increasing importance of parking services as a critical part of urban mobility in Dubai. Serving more than four million unique customers, Parkin sought to modernize how it delivers services while enabling continuous, seamless, and omnichannel customer interactions. To achieve this, Parkin partnered with Systems Limited Middle East & Africa, a regional specialist in AI and cloud transformation known for implementing intelligent customer engagement platforms for large scale public sector organizations. The collaboration focused on building a customer experience model that could meet growing service demands while improving accessibility and operational responsiveness.
Together, Systems Limited and Parkin implemented an integrated contact center and customer relationship management ecosystem powered by Microsoft technologies, including Dynamics 365 Customer Service and Omnichannel Hub. The transformation introduced GenAI powered chatbots, intelligent case routing, and real time analytics to support a more connected and responsive customer engagement process. According to the companies, AI now manages more than 50 percent of text based customer interactions, while self service transactions are completed up to three times faster compared to conventional channels. The addition of AI driven quality assurance has also improved service consistency and reduced manual workloads, while automated outbound communication through interactive voice response systems has contributed to stronger customer engagement and improved resolution rates.
The implementation has enabled round the clock customer support, shorter wait times, and stronger first contact resolution, contributing to a more streamlined experience for residents and visitors using Dubai’s public parking services. At the same time, the platform has strengthened internal operations through enhanced workforce management, better use of analytics, and more efficient workflows. Commenting on the recognition, Khurram Majeed, General Manager Middle East & Africa at Systems Limited, said the partnership focused on building a scalable AI powered engagement model that strengthens how public institutions connect with citizens while improving operational agility. Eng. Ahmed Al Zaabi, Director of Technology and Innovation at Parkin, described the recognition as an important milestone in the company’s efforts to reshape customer engagement in urban mobility and align with Dubai’s vision for digitally enabled public services.
Stevie Awards are recognized globally for honoring business excellence, receiving more than 12,000 nominations annually from over 70 countries and evaluated by more than 1,000 industry professionals. The latest recognition reinforces the role of strategic partnerships in helping public sector organizations adopt digitally enabled service ecosystems designed to improve responsiveness and citizen experience across the region.
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