Dubai Government Leaders: Dubai Cashless Strategy’s achievements reflect the emirate’s leadership in innovation and the maturity of its digital ecosystem

Dubai Government leaders have affirmed that the Dubai Cashless Strategy, launched by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence of the UAE, and Chairman of The Executive Council of Dubai, in October 2024, has successfully achieved its key targets ahead of the scheduled two-year timeframe.

Top officials said the achievement marks a new milestone and reinforces Dubai’s position as a leading global hub. It also highlights the emirate’s role as an inspiring model for adopting innovative solutions and expanding the use of advanced technologies in a systematic way.

This progress is built on several key foundations. These include closer integration between government and the private sector, flexibility in responding to developments in global markets, and a forward-looking approach that anticipates change. Together, these efforts aim to create the best possible business environment to support all sectors.

His Excellency Hamad Obaid Al Mansoori, Director General of Digital Dubai, said: “The results achieved by the Dubai Cashless Strategy reflect the maturity of the emirate’s digital ecosystem and its ability to translate the integration of digital infrastructure, services, policies, and partnerships into tangible economic and social impact.”

“The transition towards a cashless society is not a technological objective in itself. It is part of a broader vision for an interconnected digital city that provides individuals and businesses with easier and more efficient experiences and enables innovation to translate into economic and social value,” His Excellency added.

“Reaching 100% in the Digital Enablement Index for the government sector reflects the level of digital readiness achieved by the Government of Dubai and provides a strong foundation for the next phase. Together with our partners, we will continue to develop a shared, secure, and scalable digital infrastructure that enables government entities to deliver more integrated and proactive experiences, supports the growth of the digital economy, and sustains Dubai’s leadership among the world’s digital cities,” His Excellency added.

Tangible impact on target groups

The strategy’s results showed a decline in cash usage among tourists from 24% to 22%, alongside a 10-percentage-point increase in merchants’ acceptance of digital payments, from 81% to 91%. The impact assessment of the Strategy accelerators also showed improvements across several target groups. The Digital Payment Satisfaction Index among SMEs increased from 90% to 91%, while the satisfaction index among workers increased from 75% to 83%, and the satisfaction index among tourists increased from 81% to 86%. Cash usage among workers also declined from 44% to 40%, reflecting the strategy’s growing impact across key segments of society and the economy.

Global business and tourism destination

His Excellency Helal Saeed Almarri, Director General of the Dubai Department of Economy and Tourism, commended the results achieved in this vital sector, noting that they reflect the direct impact of expanding digital payments on facilitating doing business, enhancing the visitor experience, and reinforcing Dubai’s attractiveness as a leading global destination for business and tourism.

“Ease of payment and transaction efficiency are key elements of the experience of businesses, residents, and visitors. The increase in merchants’ acceptance of digital payments from 81% to 91% reflects a clear development in the business environment, while the wider range of payment options enriches the visitor experience, enhances Dubai’s competitiveness, and reinforces its position as one of the world’s most accessible and connected cities,” His Excellency said.

Integrated experience

His Excellency Lieutenant General Mohammed Ahmed Al Marri, Director General of the General Directorate of Identity and Foreigners Affairs – Dubai (GDRFA Dubai), said: “The results achieved by the Dubai Cashless Strategy reflect significant progress in creating an integrated experience that keeps pace with life and services in Dubai. The transformation of the payments ecosystem forms part of a broader digital journey aimed at making the experience of residents and visitors easier, faster, and more connected.”

“At GDRFA Dubai, we view digital transformation from the perspective of the customer’s overall experience, rather than as separate services. The greater the integration between identity, residency, and border services and the Emirate’s payments ecosystem and digital solutions, the more seamless the experience becomes for visitors and residents from the moment they arrive in Dubai and throughout their stay. The achievements under the Dubai Cashless Strategy strengthen this integration and support the emirate’s move towards more connected and proactive government services capable of keeping pace with the continued growth in the number of visitors and residents,” His Excellency added.

An integrated urban ecosystem

His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of the Roads and Transport Authority (RTA), stated: “The results achieved by the Dubai Cashless Strategy embody the vision of our wise leadership, to reinforce Dubai’s position as a leading global city in the digital economy and develop an integrated urban ecosystem that leverages technology and innovation to enhance quality of life and strengthen the emirate’s competitiveness and attractiveness as a place to live, work, and visit.

The transition towards digital payments is one of the key enablers of developing a smart and integrated mobility ecosystem that provides Dubai’s residents and visitors with a more seamless and flexible experience, while keeping pace with the emirate’s rapid growth and evolving lifestyles.”

“RTA remains committed to developing innovative and integrated digital payment solutions across the transport ecosystem, enhancing access to mobility services and improving the customer experience throughout their journey. Integration among government entities, financial institutions, and technology solution providers is an important pillar for developing a secure and flexible payment ecosystem that keeps pace with global developments, supports Dubai’s objectives of building a smarter and more connected city, and makes mobility an integrated part of the city’s digital experience,” His Excellency added.

Enhancing collection efficiency and customer experience

His Excellency Mohammad Ali Rashed Lootah, President and CEO of Dubai Chambers, said: “The growing adoption of and demand for digital payment solutions contribute to enhancing the competitiveness of the business community, particularly SMEs, by improving collection efficiency, enhancing the customer experience, and creating broader opportunities to benefit from fintech solutions.”

“Reaching 91% in merchants’ acceptance of digital payments is an important indicator of the speed at which the business community is adopting these solutions. We continue to work with our partners to support businesses, raise awareness, and facilitate the adoption of more efficient and flexible payment methods, enhancing their ability to grow and supporting their participation in the digital economy,” His Excellency added.

Shift in payment patterns

Ahmad Ali Meftah, Executive Director of the Central Accounts Sector at DOF, said: “The achieved results reflect a tangible shift in payment patterns across different segments of society and business sectors. The results also demonstrate the effectiveness of the initiatives and accelerators implemented under the strategy in strengthening confidence in digital solutions and expanding their adoption, supporting the development of a more efficient, flexible, and integrated payments ecosystem.”

“The simultaneous improvement in acceptance, usage, and satisfaction indicators is an important sign of the maturity of Dubai’s digital payments ecosystem and its ability to respond to the needs of different groups. The progress also reflects the impact of extensive partnerships among government entities, the private sector, financial institutions, and payment solution providers, strengthening the emirate’s ability to establish cashless behaviours and sustain their results over the long term,” he added.

Sustaining the results

Amna Mohammed Lootah, Director of the Digital Payment Systems Regulatory Division at DOF, stated: “The Dubai Cashless Strategy continues to implement a range of initiatives and accelerators aimed at sustaining and enhancing its results, including raising levels of digital enablement across the government and private sectors, activating Jaywan and Aani, expanding the acceptance of global digital wallets, developing digital instalment solutions, and enabling the digital dirham in cooperation with the Central Bank of the UAE, alongside continuing awareness campaigns and workshops targeting tourists, workers, SMEs, and various segments of society.”

“We extend our sincere appreciation to the strategy’s government and financial partners, supporters and sponsors, as well as payment service and solution providers and fintech companies. The results achieved reflect the strong cooperation and integration among all stakeholders. This support has contributed to the successful implementation of the initiatives and accelerators, expanded the scope of cashless solutions, and enabled us to reach a wider range of customers and business sectors,” Amna Lootah said.

“The next phase will focus on building on this success and developing our partnerships to support the sustainability of these results and further strengthen Dubai’s position in digital payments.”

Sponsorship and support

The Dubai Cashless Strategy is supported by a range of financial institutions and companies specialising in payment solutions and financial technologies under two approved sponsorship categories. The Principal Sponsors are Dubai Islamic Bank and NEO PAY, while the Gold Sponsors include Emirates NBD, Visa, and noqodi. Flexible payment options include Tabby and Tamara, while the strategy’s supporting entities include a number of prominent names in the technology and financial services sectors, such as e& money, du Pay, BOTIM, and Al Ansari Financial Services.

The network of sponsors and partners reflects broad collaboration among the government and private sectors, financial institutions, and fintech companies, supporting the transition to cashless payments and expanding payment options for community, businesses and visitors in Dubai.