Dubai Finance and du Launch Unified Government Contact Centre

Dubai Finance Launches the Unified Contact Centre for The Government of Dubai in Partnership with du
A Major Step in Integrated Government Communication that Covers All Services

• Upon its completion in 2027, the centre will encompass 15 government entities under a unified operational framework.
• The initiative represents a fully integrated platform designed to deliver support services and government-related information in a seamless, proactive, and user-centric manner.

Dubai – Dubai Finance (DOF) has announced a strategic partnership with du, the leading telecom and digital services provider, to launch the Dubai Government Unified Contact Centre (UCC) – a transformative initiative designed to streamline public service communication across the emirate. This integrated platform will serve as a centralized hub for delivering support and information related to government services in a seamless, proactive, and customer-centric manner. It directly supports the “Services 360” vision, ensuring that service delivery is not only efficient but anticipatory of public needs.

The initiative aligns with the broader Dubai Government strategy to enhance operational efficiency and elevate the customer experience. By consolidating diverse communication channels, including phone, email, SMS, instant messaging, websites, and social media, into a single digital ecosystem, the platform leverages artificial intelligence and advanced analytics to provide timely, personalised, and intelligent interactions.

The partnership agreement was signed during GITEX Global 2025 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.

His Excellency Al Saleh emphasised that the UCC marks a significant milestone in the Dubai Government’s digital transformation journey. He noted: “The initiative transcends the mere integration of communication channels and lays the foundation for a truly interconnected government ecosystem, enabling the delivery of more efficient, seamless, and responsive services, reflecting the vision of the wise leadership to position Dubai as a global benchmark in customer-centric governance.”

The Centre is powered by a cutting-edge technical infrastructure provided by du, reinforced by state-of-the-art customer experience management solutions. This robust foundation enables the delivery of smart, interactive services that respond to customer needs with speed, precision, and efficiency, advancing Dubai’s vision for fully integrated government services.

Fahad Al Hassawi, CEO at du, said: “Our partnership with Dubai Finance represents a pivotal moment in our mission to drive digital transformation across Dubai's public sector. Through our advanced telecommunications infrastructure and customer experience solutions, we are enabling the Dubai Government to deliver truly unified, intelligent services that anticipate and respond to citizen needs. The UCC exemplifies how strategic collaboration between public and private sectors can create innovative platforms that set new global standards for government service delivery.”

Hamed Abdulghafoor Alawadhi, Executive Director of the Shared Services Sector at DOF, stated: “The UCC sets a new benchmark for government integration in managing customer experiences. This platform enables citizens, residents, and visitors alike, to access support and services effortlessly through a single, integrated communication channel. This ensures a unified, comprehensive experience that reflects the Dubai Government’s commitment to delivering smart, connected services that foster customer satisfaction and happiness.”

Ibrahim Abdulla Aldashti, Director of the Unified Contact Centre Division at DOF, added: “The UCC will operate under the direct supervision of DOF, ensuring strategic oversight and alignment with government priorities. The project will be rolled out in phases, beginning in 2026 with the integration of priority government entities, and expanding through 2027 to ultimately include 15 entities under a unified framework.” 

“The UCC will feature a centralised knowledge base offering accurate, up-to-date information, alongside advanced data analytics systems designed to enhance operational performance and drive continuous service improvement, in line with the excellence standards set by the Dubai Model Centre,” Aldashti concluded.

The project seeks to eliminate redundancies across government communication channels and streamline the customer journey through a unified point of contact. This reflects the Dubai Government’s commitment to delivering integrated, comprehensive services while advancing its vision of a more efficient, innovative, and globally competitive public sector.