UAE Government Star Ratings Show 13% Gain at Contact Centres and 4% on Digital Channels

The rating system grades government services on the experience of the people who use them. This cycle assessed 179 service channels at 27 government entities. Khaleej Times reported that performance improved by 5 per cent at service centres, 4 per cent on digital channels and 13 per cent at contact centres.

The Traffic and Licensing Services Center in Fujairah came top with a seven-star rating. Two other centres received six stars: the General Directorate of Identity and Foreigners Affairs in Fujairah, and the Customer Happiness Center of the Federal Authority for Identity, Citizenship, Customs and Ports Security in Ras Al Khaimah. The Ministry of Energy and Infrastructure's contact centre received five stars.

In a post on X reported by Al Bayan, Sheikh Mohammed congratulated Lt Gen Sheikh Saif bin Zayed Al Nahyan and the Ministry of Interior team on the Fujairah centre's result. He said the government had set its vision for public services years ago. He compared the standard he wants to the best hotels for hospitality, the best banks for accuracy and reliability, and airlines for speed and round-the-clock operation. "We want a government that anticipates people's needs and exceeds their expectations, and makes their lives easier and better," he said, according to Khaleej Times.

Why It Matters

The ratings measure the UAE's progress in delivering public services. Digital channels are now a core part of that effort, alongside physical centres and call centres. The reports do not give channel-by-channel scores, and they do not explain why digital channels improved less than contact centres. For companies selling customer-experience, AI and digital-government technology in the UAE, the rating system is one of the main public yardsticks for federal entities. It shows where agencies are under pressure to improve.