Dubai Finance (DOF) has joined forces with du to launch the Dubai Government Unified Contact Centre (UCC), a major step toward transforming how the public interacts with government services across the emirate.
The platform will serve as a single, intelligent hub for managing communication through multiple channels, supporting Dubai’s “Services 360” vision for proactive, customer-focused governance.
The partnership, formalized during GITEX Global 2025, was signed by His Excellency Abdulrahman Saleh Al Saleh, Director General of DOF, and Ahmad Abdulkarim Julfar, Vice Chairman of du, in the presence of senior officials from both entities.
Designed to unify service delivery, the UCC consolidates communication across phone, email, SMS, instant messaging, websites, and social media. It employs artificial intelligence and advanced analytics to ensure every interaction is timely, personalized, and efficient, setting a new benchmark for integrated government operations.
His Excellency Al Saleh highlighted the UCC as a cornerstone of Dubai’s digital transformation, describing it as more than a technological upgrade—rather, a foundation for a connected government ecosystem built around responsiveness and innovation.
Powered by du’s advanced technical infrastructure, the system integrates smart customer experience management tools to provide seamless, real-time support. Fahad Al Hassawi, CEO of du, said the initiative exemplifies how collaboration between the public and private sectors can redefine global standards for digital government service delivery.
The UCC will begin phased implementation in 2026, initially onboarding key government entities and expanding to include 15 departments by 2027. Operated under DOF’s supervision, the platform will feature a centralized knowledge base and data analytics capabilities to continuously enhance performance and elevate the customer experience across Dubai’s public sector.
News Source: Dubai Media Office
