Birbal AI

Awn · عون · Citizen request management

Citizen request management that turns requests into planned action, with one governed record from request to closure.

Awn receives requests from residents, field teams and call centres, prepares an evidence pack for each one, routes it to the entity responsible and follows it to completion. Leaders see repeated demand, forecasts and each entity's performance on a map.

Book an Awn demo See how it works
  • Public app, field app and call-centre intake
  • AI prepares; a reviewer decides
  • Maps, forecasts and entity performance

Awn · Community needs

Area view

Open needs

312

last 30 days

Repeated demand

10

clusters

Closed in SLA

87%

  • Shaded play area7 linked requests · same two parksCluster
  • Broken playground equipmentRouted to the responsible entityIn progress
  • Community garden requestInvestigation package readyReview
Demand up 38% in one districtNo planned project covers the siteEarly warning
Illustrative screen with sample data

Authorized vendor to

  • Ministry of Finance
  • Ministry of Interior
  • DGE Abu Dhabi
  • Etihad Aviation
  • EDGE Group

Delivered for

  • Hindustan Unilever
  • Nokia
  • Linde
  • USA Today
  • JSL

Procurement-ready

  • Emirati national company
  • National ICV certificate
  • Abu Dhabi Government Procurement Gate
  • UAE Ministry of Finance, federal procurement
  • Registered ADNOC vendor

Why it matters

The same request arrives ten times and nobody connects them

Residents ask for a shaded playground, a safer crossing or a community hall through many channels, and the requests land with different teams.

Duplicates hide demand

Seven requests about one park are handled as seven tickets instead of one need.

Unclear ownership

A request is passed between entities, and the resident hears nothing for weeks.

Planning without evidence

Budgets are set without a clear view of where requests repeat and services fall short.

What Awn does

Intake, investigation, delivery and insight

Every channel

Requests from your public app with UAE PASS, from field staff with photo and GPS, even offline, and from phone or walk-in.

AI investigation package

Agents enrich each request with history, maps and approved plans, and return evidence with a confidence level.

Duplicates and clusters

Requests about the same issue and place are grouped, so repeated demand becomes visible.

Review and priority

A reviewer accepts, overrides with a reason or returns the request; a governed score sets the priority.

Routing to the right entity

Awn recommends the responsible entity and any supporting entity, and the reviewer confirms.

Entity workspace

Each entity has an inbox with a service-level clock, a plan with milestones and before-and-after evidence.

Map workspace

Open and repeated needs, service coverage and planned projects on one map, by area.

Forecasts and early warnings

Trends that show where demand is growing and where intake is outpacing closures.

Performance and escalations

Response and delivery times for each entity against the median, with escalations when a deadline is at risk.

How it works

From a resident's request to closure

  1. 01

    Receive

    A resident, inspector or call agent submits a request with a location and photos.

  2. 02

    Investigate

    Agents check history, duplicates, maps and plans, and prepare one package for the reviewer.

  3. 03

    Assign

    The reviewer confirms the priority and the responsible entity, which plans and delivers the work.

  4. 04

    Close and learn

    Completion evidence is approved, the resident is informed and the result feeds forecasts.

Who it’s for

Built for entities that serve communities

Municipalities

Departments that manage parks, roads, public realm and community facilities across many areas.

Government service entities

Entities that receive requests and coordinate several partners to deliver them.

Leadership and planners

Executives who need evidence of demand before they set budgets and priorities.

Licensing

License Awn on your servers or in the cloud

Awn is sold as a software licence, not a one-off project. You choose where it runs; the product, updates and support are the same.

On-premise licence

Runs on your servers

Install Awn in your data center, in your private cloud tenant or on an isolated network with no internet connection.

  • Annual licence, priced by the number of entities and users
  • Your data never leaves your network
  • Installation, training and updates included
  • Support with agreed response times

Cloud subscription

Hosted for you

We run Awn for you in a UAE data center, or in a cloud region in your country, ready in days.

  • Monthly or annual subscription, priced by the number of entities and users
  • Hosting, backups and monitoring included
  • Updates applied for you
  • Single sign-on and role-based access

The price depends on the number of entities and users and the support level. We reply within one business day and send a written quote after a short scoping call.

Track record

Trusted by UAE government entities and global brands.

Authorized vendor to five UAE government entities, with projects delivered for Hindustan Unilever, USA Today, Nokia and Linde.

Startups and enterprises served by our engineering teams
150+
Startups and enterprises served by our engineering teams
Average rating on Clutch, Trustpilot and Glassdoor
4.9/5
Average rating on Clutch, Trustpilot and Glassdoor
Client satisfaction rate
98%
Client satisfaction rate
UAE government entities we are an authorized vendor to
5
UAE government entities we are an authorized vendor to

Hear it from our clients

  • Client testimonial

    E-commerce

  • Client testimonial

    Healthcare

  • Client testimonial

    E-commerce

  • Client testimonial

    E-commerce

Governance

AI prepares the case. People make the call.

Human decisions

Reviewers accept or override every AI recommendation, and overrides are recorded with a reason.

Measured AI

A governance view tracks how often recommendations are accepted, and thresholds are set by administrators.

Kept in the UAE

It runs in your data center or a UAE cloud, with single sign-on and roles for every entity.

Full audit trail

Every status change, assignment and closure is recorded from request to completion.

Book a demo

See a request move from intake to closure

We submit a sample request, show the investigation package, route it to an entity and open the map and forecast views, in English or Arabic.

  • A live demo, not slides
  • Your service categories and entities
  • Under NDA if you need one

4.9/5 average rating · 98% client satisfaction · 150+ clients served

Book an Awn demo

We only use your details to reply to you. Arabic or English, as you prefer.

FAQ

Community needs questions, answered

What is Awn?

Awn is a community needs management platform. It receives requests from residents and field teams, investigates each one with AI agents, routes it to the responsible entity, tracks delivery against service levels and shows leaders where demand is growing.

What is citizen request management software?

Citizen request management software lets a government entity receive requests from residents through one channel, assign each to the team responsible, track it against a service level and report on the results. In North America it is often called a 311 system. Awn adds AI agents that investigate each request and group repeated requests into community needs.

How is it different from a complaints or CRM system?

A complaints system closes tickets. Awn groups requests into needs, links them to places, plans and services, and gives planners forecasts and coverage maps as well as case handling.

What does the AI do?

Agents classify each request, add history and map data, find duplicates, suggest a priority and recommend the responsible entity. A reviewer confirms or overrides every recommendation.

Can several entities work in it?

Yes. Each entity has its own workspace, inbox, service levels and performance view, and one coordinating entity sees everything.

Does it work with our public app and GIS?

Yes. It takes requests from your public channel with UAE PASS sign-in and uses your enterprise GIS layers for maps and coverage analysis.

Does it support Arabic?

Yes. Every screen is in Arabic and English, and requests can be submitted and searched in both languages.

How is Awn licensed?

As an annual on-premise licence installed on your servers, private cloud or an isolated network, or as a monthly or annual cloud subscription that we host in a UAE data center or a cloud region in your country. Both include updates and support.

See what your community is asking for, and act on it

See Awn with sample requests, entities and maps.

Book an Awn demo