UAE launches unified platform with 121 digital services under zero bureaucracy drive

DUBAI 23°CGOLD/FOREXPRAYER TIMESNEWSLETTERSLOGIN GOLD/FOREXDUBAI 23°CPRAYER TIMES UAEUAEUNITED IN STRENGTHRAMADANASK GULF NEWSPEOPLEGOVERNMENTEDUCATIONCOURT & CRIMEHEALTHEMERGENCIESENVIRONMENTTRANSPORTWEATHER UAE / GovernmentUAE launches unified platform with 121 digital services under zero bureaucracy driveNew portal uses AI, real-time data to simplify services and boost efficiency The Ministry of Energy and Infrastructure has upgraded its electronic platform into a single government portal offering 121 digital services and bundled solutions, as part of efforts to support the UAE’s zero bureaucracy drive. The platform is supported by systems that monitor performance in real time and analyse data across all customer interactions. This helps improve service quality and allows faster response to user needs. The move is part of a wider plan to build an integrated customer service system based on global standards, including the Global Star Rating System for Services. The aim is to improve the overall customer experience and ensure services are simple, accessible and efficient. Officials said the Ministry is working to place customers at the centre of its services, in line with the UAE Government’s direction towards digital transformation and reducing procedures. Leila Al Blooshi, Director of Strategy and Future at the Ministry, said the Global Star Rating System provides a clear framework to improve how services are delivered across all channels. She said the Ministry has aligned its call centre, website and smart application into one system, ensuring a consistent experience for users. “This helps improve the customer journey and raises satisfaction levels through the use of digital tools and data,” she said. The call centre plays a key role in this system, operating with smart communication tools and a unified knowledge base based on a “single source of truth”. This ensures accurate and consistent information is shared across all channels. According to the Ministry, performance indicators show strong results. Customer satisfaction for the call centre reached 96 per cent, while first-call resolution stood at 91 per cent. Transaction quality averaged 92 per cent, and staff professionalism reached 90 per cent. The Ministry has also continued to develop its smart application using customer feedback and data insights to guide improvements. It introduced the ASK MOEI platform, powered by generative artificial intelligence, to help users access information quickly and receive faster responses to enquiries. Al Blooshi said these efforts support the UAE’s direction to simplify procedures, reduce requirements and improve coordination across government entities. “Our goal is to provide services that are proactive, flexible and easy to use,” she said. The Ministry also highlighted the importance of listening to customer feedback as part of improving services. The UAE Government has introduced several tools to collect feedback, including “Tawasul 171”, “Customer Pulse”, the “Mystery Shopper” programme and Customer Councils. These initiatives aim to better understand customer needs and encourage public participation in shaping government services. The Ministry also encouraged the public to share their views through the “Sharek.Emirates” platform, which allows users to give feedback on various topics. Officials said these efforts help create a more responsive system, where services continue to improve based on real user experience. How Dubai’s AI government will ease daily living in UAE DubaiNow records 5.7m payments, adds 70 services DubaiNow records 5.7m payments, adds 70 services How Dubai’s AI government will ease daily living in UAE How Dubai’s AI government will ease daily living in UAE UAE will see unsettled weather over the coming days Living with MS amid stress: UAE doctors weigh in Thunder roars over UAE: lightning, heavy rain, warnings