His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, may God protect him, affirmed that the digital services provided by the UAE Government have reached advanced global levels. He noted that, according to an international survey, the experience of customers using government services in the UAE surpasses the digital services offered by the private sector.
His Highness also revealed that next November will mark a major new stage in the development of government work, with the UAE Government set to announce, during a major event, the biggest change in the form of government services and the way they are delivered to the public.
The announcement comes as the UAE ranks first in the world in customer satisfaction with digital government services, an achievement that reflects the country’s continued progress in service design, ease of access, and efforts to make the customer experience faster, more efficient, and more flexible.
Mohammed bin Rashid: Our Goal Is to Make People’s Lives Easier
His Highness Sheikh Mohammed bin Rashid Al Maktoum said: “In an international survey on digital government services conducted by BCG, the UAE ranked first in the world in customer satisfaction with its digital government services. Contrary to the global trend, more than 75% believe that UAE Government services outperform the digital services provided by the private sector.”
His Highness added: “We are proud of our teams. We are proud of our journey to make people’s lives easier. And we are proud of our country, which offers the world’s best to its citizens, visitors, and residents. Our future will be even better, God willing. We announce to everyone that next November, through a major event, the UAE Government will unveil the biggest change in the form of its services and the way they are delivered to the public. We ask God to grant all our teams success in serving the country and its people.”
His Highness’s remarks reflect confidence in the progress the country has made in developing government services, as well as its ambition to enter a new stage built around innovation and advanced technologies, with the aim of continuing to make people’s lives easier and providing an advanced government experience for all members of society.
UAE Ranks First Globally in Customer Satisfaction
The UAE ranked first in the world in customer satisfaction with digital government services, with 89% of participants in the country giving those services a high rating, according to the results of the 2026 Digital Government Customer Survey issued by Boston Consulting Group.
The survey included 48,500 participants across 44 countries, providing a broad international basis for comparing government experiences and levels of public use of digital services.
The UAE also ranked first globally in the use of digital government services, with a rate of 53%, reflecting the high level of reliance among members of the community on government digital platforms and channels and their ability to meet people’s needs efficiently and easily.
This progress reflects an ongoing journey of government service development based on redesigning services around customer needs, adopting more integrated and proactive ways of working, and investing in digital infrastructure, national talent, and advanced technologies.
Government Services Compete with the Private Sector
The report showed that 76% of participants in the UAE believe their experience with digital government services is better than their experience with services provided by the private sector.
This result is particularly significant given the rapid development of private-sector applications and digital platforms, highlighting the ability of UAE government entities to build services that combine ease of use, speed of completion, and a high-quality customer experience.
It also shows that the concept of government service in the UAE is no longer limited to making transactions available online. The focus has expanded to include the entire customer journey, from easy access to the service and simplified procedures to completing transactions with as little time and effort as possible.
This progress comes as a result of the government’s continued focus on making services more responsive to people’s needs and using technology in ways that directly contribute to improving quality of life.
A New Phase Led by Artificial Intelligence Applications
His Excellency Mohammad Al Gergawi, Minister of Cabinet Affairs, affirmed that the UAE’s global leadership in customer satisfaction with digital government services reflects the wise leadership’s vision of building a government centered around people and confirms the success of a government model that places quality of life and customer experience at the heart of service design and development.
His Excellency said: “The leadership’s vision is clear: the UAE Government must be the best in the world in its services, efficiency, and readiness for the future. What we are achieving today is the result of a continuous journey of development, redesigning services around people’s needs, and investing in digital infrastructure, national talent, and advanced technologies.”
His Excellency Mohammad Al Gergawi added: “We are entering a new phase in the development of government services led by artificial intelligence applications. Our goal is to move from digital services to services that are smarter, more proactive, easier, and faster, that anticipate customer needs and provide an integrated government experience with the highest levels of efficiency and trust.”
This direction indicates that the next stage of government service development will go beyond improving existing digital channels and will rely more heavily on artificial intelligence to understand needs, simplify procedures, and provide faster and more proactive services.
From Digital Services to Proactive Services
The report showed that 82% of participants in the UAE use artificial intelligence every week, reflecting a high level of public engagement with modern technologies and providing a strong foundation for developing a new generation of government services powered by AI.
Government development at this stage is moving from the traditional concept of digital services toward services that are better able to anticipate customer needs and provide appropriate solutions more quickly and smoothly.
The report also highlighted the importance of strengthening frameworks for the responsible use of artificial intelligence, developing technical and procedural safeguards, and raising awareness of AI capabilities and how they can be used effectively.
It identified several paths for maximizing the impact of artificial intelligence in government services, including redesigning services, strengthening responsible use, developing hybrid models, expanding the use of agentic AI applications, and increasing AI literacy.
People at the Heart of Government Service Development
People remain at the center of government service development in the UAE, with the government model built around designing services based on customer needs and real-world experiences while using technology as a tool to simplify people’s lives rather than as an end in itself.
The report’s findings show that continued investment in digital infrastructure and advanced technologies has gone hand in hand with a clear focus on improving service quality and ease of use. This has been reflected in both customer satisfaction levels and the use of digital government services.
This approach also reflects a vision aimed at building a government that is more prepared for the future and better able to respond quickly to technological and social changes while maintaining efficiency, trust, and a high-quality user experience.
These results reinforce the UAE’s advanced position in developing a future-focused government model that uses technology and artificial intelligence to serve people, connects innovation directly with better quality of life, and strengthens the country’s global competitiveness and leadership.
