His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, may God protect him, has approved the results of the sixth cycle of the Global Star Rating System for Government Services for 2026, marking a historic achievement as the Traffic and Licensing Services Center in Fujairah, affiliated with the Ministry of Interior, received a 7-star rating for the first time since the system was introduced 15 years ago.
The latest cycle evaluated 179 service channels across 27 federal government entities, reflecting the UAE’s continued efforts to develop government services, improve efficiency and quality, and provide an integrated customer experience that responds to people’s needs and contributes to their quality of life.
His Highness Sheikh Mohammed bin Rashid Al Maktoum affirmed that developing government services and improving customer experience remain permanent priorities in government work. He stressed the importance of continuously enhancing service quality and adopting international best practices to meet the aspirations of society and strengthen the UAE’s position in government excellence.
Mohammed bin Rashid Emphasizes the Importance of Developing Government Services and Customer Happiness
His Highness Sheikh Mohammed bin Rashid Al Maktoum affirmed that the Global Star Rating System for Government Services serves as an important tool for measuring service quality and development, based on customer experience and the performance standards achieved by government entities.
His Highness Sheikh Mohammed bin Rashid Al Maktoum said: “Today, we approved the results of the new cycle of the Star Rating System for UAE Government Services.. which measures the quality of our government services and their level of development based on customer experience.. The cycle covered 179 service channels across 27 government entities.. The Traffic and Licensing Services Center in the Emirate of Fujairah topped the results by achieving a 7-star rating.. We congratulate my brother, Lieutenant General His Highness Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior, and the Ministry of Interior team on this outstanding achievement.”
His Highness also affirmed: “We set our vision for government services years ago.. We want services that rival the best hotels in the quality of reception and hospitality.. the best banks in the accuracy and reliability of procedures.. and airlines in the speed of completion and round-the-clock operations.. We want a government that anticipates people’s needs, exceeds their expectations, and makes their lives easier and better.”
His Highness’s directives reflect a comprehensive vision for government development that places people at the center of service delivery. The approach goes beyond completing transactions to providing government services characterized by simplicity, speed, and reliability, while responding to customers’ needs and working to exceed their expectations.
The vision also emphasizes continuous development within government institutions, strengthening a culture of excellence and innovation, and ensuring that services keep pace with international standards while meeting the everyday needs of citizens and residents.
Fujairah Traffic and Licensing Services Center Achieves Historic Milestone
The sixth cycle of the Global Star Rating System for Government Services recorded an unprecedented achievement, with the Traffic and Licensing Services Center in the Emirate of Fujairah, affiliated with the Ministry of Interior, receiving a 7-star rating.
The center became the first government service channel to reach this level since the system was launched in 2011, marking a significant milestone in the development of government services in the UAE.
The achievement reflects the progress made by government entities in improving service quality, increasing procedural efficiency, and enhancing the overall customer experience.
It also demonstrates the ability of government institutions to reach advanced performance standards by applying quality and excellence criteria, continuously developing service environments, and responding to customer expectations.
The rating is particularly significant as the first of its kind in 15 years. It places the Fujairah Traffic and Licensing Services Center among the distinguished government service channels and provides further encouragement for other entities to continue improving their performance and pursuing higher ratings in future evaluation cycles.
Government Services Ratings 2026 Cover 179 Service Channels
The sixth cycle of the Global Star Rating System for Government Services showed an overall improvement in government performance compared with previous cycles, with 179 service channels across 27 federal government entities evaluated.
The assessment covered 107 service centers, 49 digital channels, and 23 call centers, making the sixth cycle the largest in the system’s history in terms of the number of service channels evaluated.
According to the approved results, one service channel received a 7-star rating, while eight channels achieved 6-star ratings and 67 channels received 5-star ratings.
A further 70 service channels were awarded 4-star ratings, while 33 channels received 3-star ratings, reflecting varying performance levels among the government entities included in the evaluation.
The results provide a clear picture of the development of government services and help the relevant entities identify strengths and areas requiring improvement. They also support the identification of priorities for enhancing service quality and delivery efficiency.
The expanded scope of the evaluation is part of the UAE Government’s approach to measuring performance across different service channels and ensuring continuous improvement, whether services are delivered through government centers, digital platforms, or call centers.
Call Centers Record Highest Improvement in Government Performance
The Government Services Ratings 2026 revealed improvements across different service delivery channels, with varying rates of progress reflecting ongoing efforts by government entities to enhance operational efficiency.
Call centers recorded the highest performance improvement at 13% compared with previous cycles, followed by service centers at 5% and digital channels at 4%.
These figures reflect continued efforts to improve responses to customer needs, strengthen communication efficiency, and provide easier and more flexible access to government services through different channels.
In terms of overall performance, service centers achieved the highest results among the channels included in the evaluation, followed by digital channels.
The findings highlight the importance of integrating in-person and digital services, allowing customers to choose from different options when accessing government services and completing transactions efficiently and reliably.
The improvements also indicate that government entities are continuing to develop their service systems and use evaluation results to refine procedures and enhance customer experience.
UAE Government Entities Achieve Advanced Ratings
Several government entities achieved distinguished results in the sixth cycle of the Global Star Rating System, alongside the historic 7-star rating awarded to the Traffic and Licensing Services Center in Fujairah.
The General Directorate of Identity and Foreigners Affairs in Fujairah, affiliated with the Federal Authority for Identity, Citizenship, Customs and Port Security, received a 6-star rating, reflecting efforts to develop services and improve delivery efficiency.
The Customer Service Center in Ras Al Khaimah, affiliated with the same authority, also achieved a 6-star rating, placing it among the government service channels that reached advanced levels of excellence during this cycle.
The results also recognized the call center operated by the Ministry of Energy and Infrastructure, which received a 5-star rating, reflecting efforts to improve communication with customers and enhance the efficiency of services provided.
These results underline the importance of continuous institutional efforts to develop government services, improve performance standards, and create better service environments that make the customer experience easier and more effective.
The advanced ratings also contribute to positive competition among government entities, encouraging teams to adopt innovative solutions and practices that support service quality and sustained excellence.
Mohammed Al Gergawi: Human Experience at the Heart of Government Service Development
His Excellency Mohammed Al Gergawi, Minister of Cabinet Affairs, affirmed that the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum has established an advanced global model for developing government services, making service to people a continuing priority and customer experience a fundamental measure of performance quality and excellence.
His Excellency said: “Under the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the UAE Government has moved from the concept of providing services to designing integrated government experiences centered around people, anticipating their needs, saving them time and effort, and improving their quality of life.. The development of government services has become a continuous institutional responsibility, based on measuring performance and results, benefiting from customer feedback, and adopting the best solutions and international practices.”
His Excellency added: “The Global Star Rating System for Government Services represents one of the main tools for translating this vision into tangible results. It is not merely a system for evaluation and classification, but an integrated framework for establishing a culture of government service quality and continuous improvement, enhancing positive competition among government entities, and motivating work teams to develop services that are more efficient, easier, and more proactive.. The results of the sixth cycle confirm the continued progress of the government services system and provide new opportunities for development toward achieving the leadership’s vision of delivering the best government services in the world.”
The remarks highlight the role of the Global Star Rating System in translating government development objectives into measurable results through continuous service evaluation, identifying opportunities for improvement, and encouraging entities to enhance their efficiency and working methods.
They also emphasize the importance of building an integrated government experience that considers customer needs and uses feedback to improve service quality, strengthening an institutional culture based on innovation and excellence.
What Is the Global Star Rating System for Government Services?
The UAE Government launched the Global Star Rating System for Government Services in 2011 under the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, with the aim of bringing about a major transformation in government service delivery and improving efficiency and quality in line with international standards and best practices.
The system evaluates government service delivery channels and classifies them on a scale ranging from two to seven stars, based on criteria that measure service quality, delivery efficiency, and customer experience.
It aims to establish a culture of continuous improvement within government entities and encourage them to develop more efficient and accessible services while strengthening positive competition among institutions and their teams.
In 2019, the Global Star Rating System underwent a comprehensive development process that included updating its evaluation and classification criteria to keep pace with technological changes and rapid developments in government services.
The updates also placed greater emphasis on customer experience, digital service development, and the adoption of proactive services designed to anticipate public needs and respond to them efficiently.
Since its introduction, the system has continued to play a central role in supporting government development efforts by providing a clear mechanism for measuring service quality and helping government entities identify improvement priorities and achieve higher performance standards.
