The Department of Finance (DOF) for the Government of Dubai has launched the Unified Contact Centre (UCC), a centralised digital platform aimed at consolidating government communication services across the emirate. Developed in partnership with du, the UAE-based telecommunications provider, the project represents a significant step in the emirate’s broader strategy to modernize public service delivery.

Announced during GITEX Global 2025, the initiative is part of Dubai’s "Services 360" vision, which seeks to create a fully integrated and customer-focused model of government service. Once fully operational in 2027, the UCC will bring together 15 government entities under a unified framework.

The platform will centralize access to support and information via multiple channels — including phone, email, messaging apps, websites, and social media — within a single digital ecosystem. It is underpinned by AI and data analytics technologies designed to deliver efficient, personalized, and proactive interactions with the public.

Officials say the UCC will streamline communication, eliminate redundancies across departments, and enhance service consistency. “This initiative lays the foundation for a truly interconnected government ecosystem,” said Abdulrahman Saleh Al Saleh, Director General of DOF, following the agreement signing with Ahmad Abdulkarim Julfar, Vice Chairman of du.

The infrastructure, provided by du, includes customer experience management systems and digital tools aimed at improving response times and service quality. “The UCC exemplifies how strategic collaboration between the public and private sectors can set new standards in service delivery,” said Fahad Al Hassawi, CEO of du.

The project will be implemented in phases starting in 2026, with priority entities joining first. Oversight will remain with DOF to ensure alignment with government objectives. In addition to consolidating communication, the centre will feature a centralized knowledge base and data-driven performance tools aligned with the Dubai Model Centre’s excellence standards.

The Unified Contact Centre reflects Dubai’s commitment to integrated governance, aiming to provide residents, visitors, and businesses with a seamless, accessible, and intelligent interface for government services.

Photo credits: Government of Dubai Media Office

Oksana Bozhko

Oksana Bozhko is a Contributor to Dubai Voice.