Dubai’s Finance Department has announced a partnership with du to establish a unified contact center for the Dubai government. This initiative aims to create a comprehensive platform that provides support and information about governmental services in a seamless and proactive manner, aligning with the aspirations of service users and enhancing the “360 Services” vision.
The project is part of Dubai’s broader strategy to improve the efficiency of governmental services and enhance user experience through a centralized platform that integrates various communication channels, including phone, email, SMS, instant messaging, websites, and social media, all within a sophisticated digital ecosystem powered by artificial intelligence and advanced analytics.
The partnership agreement was signed during the GITEX Global 2025 event by Abduraheem Al Saleh, the Director General of Finance in Dubai, and Ahmed Abdul Kareem Julfar, Vice Chairman of du, in the presence of senior officials from both organizations.
Abduraheem Al Saleh stated that the unified contact center marks a significant milestone in Dubai’s digital transformation, emphasizing that its goal extends beyond mere consolidation of communication channels. It aims to foster a cohesive governmental environment that facilitates more efficient and streamlined service delivery, reflecting the leadership’s vision of positioning Dubai as a global model for enhancing customer experience.
The center will rely on advanced technological infrastructure provided by du, supported by the latest customer experience management solutions, enabling the provision of smart interactive services that meet customer needs with speed, precision, and effectiveness, supporting Dubai’s move towards integrated governmental services.
Fahad Al Hassawi, CEO of du, remarked, “The unified contact center represents a pivotal advancement in the digital transformation journey of Dubai’s government, embodying its ambitious vision for a more interconnected and intelligent administration. We take pride in partnering with Dubai’s Finance Department as the technical ally for this vital project, which serves as a model for integrated governmental services on a unified digital platform while reinforcing Dubai’s position as a smart global city. With our advanced infrastructure solutions and tools for artificial intelligence and analytics, the center will significantly enhance communication between governmental entities and clients, enabling governments to deliver seamless and proactive experiences that enrich customer journeys and strengthen governmental performance.”
Hamed Al Awadi, Executive Director of the Shared Services Sector at Dubai’s Finance Department, explained that the unified contact center sets a benchmark for governmental integration in managing customer experiences, allowing users to access support and services easily through a unified communication channel, ensuring a comprehensive experience that meets Dubai’s expectations for providing connected and intelligent services to enhance the satisfaction of citizens, residents, and visitors.
Ibrahim Abdullah Al Dashti, Director of the Unified Contact Center in Dubai’s Finance Department, clarified that the center will be supervised by the Finance Department, and the project will be implemented in phases, starting with prioritizing certain governmental entities in 2026, followed by subsequent expansions until 2027, ultimately encompassing 15 governmental entities. He added, “The center will feature a centralized knowledge base that offers accurate and up-to-date information, along with advanced data analytics systems to continuously improve operational performance and the development of governmental services, consistent with the excellence standards set by the Dubai Model Center.”
The project aims to eliminate redundancy in governmental communication channels, simplifying the user experience to a singular contact point that reflects Dubai’s approach to delivering interconnected and comprehensive governmental services, supporting its vision of building a more efficient, innovative, and globally competitive government.