The United Arab Emirates is preparing to announce a major transformation in the way government services are designed and delivered, with Sheikh Mohammed bin Rashid Al Maktoum confirming that the announcement will be made at a major event in November. Sheikh Mohammed, Vice President and Prime Minister of the UAE and Ruler of Dubai, said the planned changes would mark a significant shift in public service delivery. The announcement follows the country’s strong performance in a global survey of digital government services, highlighting the UAE’s continued focus on using technology to improve the experience of citizens, residents and visitors. While the government has not yet disclosed the full details of the upcoming initiative, the announcement signals another phase in its digital transformation strategy.
Sheikh Mohammed referred to an international survey conducted by Boston Consulting Group (BCG), which ranked the UAE highly for customer satisfaction with government digital services. According to the findings reported by regional media, more than 75 percent of respondents said UAE government digital services performed better than the digital services offered by private-sector providers. The results reflect the country’s investment in online government platforms, integrated digital identity systems and services designed to reduce the need for in-person visits. The UAE has spent years moving government transactions to digital channels, with initiatives intended to simplify procedures and make services more accessible. The forthcoming announcement is expected to build on this foundation, although the precise scope and implementation timeline of the new changes have not been confirmed.
Artificial intelligence is already a central part of the UAE’s plans for government operations. Earlier this year, Sheikh Mohammed announced a framework to transition 50 percent of government sectors, services and operations to agentic artificial intelligence within two years. Agentic AI systems can interpret requests, carry out sequences of tasks, analyse information and support decisions with limited human intervention, depending on how they are designed and authorised. In a government setting, such systems could help process applications, coordinate services between departments, provide updates to applicants and automate routine administrative work. The UAE has also been developing guidance for AI-powered government services, with an emphasis on keeping users informed, protecting personal information and avoiding repeated requests for data already supplied. The upcoming announcement may build on these efforts, but officials have not confirmed which technologies or services will be included in the November initiative.
The planned overhaul comes as governments worldwide explore ways to make public services faster, more integrated and responsive to individual needs. For the UAE, the challenge will be to translate its digital ambitions into reliable services while maintaining accountability, privacy and appropriate human oversight. Greater use of AI could reduce administrative workloads and simplify complex service journeys, but it will also require secure data-sharing arrangements, clear responsibility for automated decisions and accessible alternatives for people who cannot use digital channels. Sheikh Mohammed said the country’s focus remains on making life easier for the public. Further details are expected when the government formally unveils the initiative in November, including how the changes will affect existing digital platforms and the delivery of services across federal and local authorities.
Follow the SPIN IDG WhatsApp Channel for updates across the Smart Pakistan Insights Network covering all of Pakistan’s technology ecosystem.
