The UAE has taken first place worldwide for customer satisfaction with digital government services, with 89% of participants in the country giving them a high rating, according to the 2026 Digital Government Citizen Survey Report from Boston Consulting Group (BCG).
The survey covered 48,500 participants across 44 countries. The UAE also ranked first globally for use of digital government services, at 53%, a result attributed to easy access, efficiency and the quality of the customer experience.
The findings show strong confidence in public services. About 76% of UAE participants said their experience with digital government services outperforms private sector services. The report also found that 82% of participants in the country use AI weekly, giving the government a strong base for a new generation of AI-powered services.
His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai, said the result runs against the prevailing international trend. He also announced that the UAE Government will unveil the biggest change to its services and their delivery at a major event this November.
Mohammad Al Gergawi, Minister of Cabinet Affairs, said the result reflects a government model built around people. He attributed it to redesigning services around human needs and investing in digital infrastructure, national talent and advanced technologies.
"We are entering a new phase in developing government services, led by artificial intelligence,"
he said, adding that the aim is services that anticipate customer needs and offer an integrated experience.
The BCG report also stressed the need for stronger frameworks for responsible AI use, technical and procedural safeguards, and greater public awareness of AI capabilities. It outlined several pathways to maximise AI's impact, including redesigning services, developing hybrid models, expanding Agentic AI applications and raising AI literacy.
News Source: Emirates News Agency
