UAE to Harness Customer Complaints and AI to Streamline Government Services

The UAE is entering the next phase of its "Zero Government Bureaucracy" programme with an ambitious goal: using customer complaints and generative AI to redesign public services around real-world user experiences rather than internal government procedures.

As part of this move, residents can expect faster service delivery, fewer steps, reduced paperwork, and less need to submit repetitive documents. The Ministry of Finance, spearheading this transformation, is leveraging direct customer feedback and AI to eliminate what it calls "digital friction" across various government platforms.

“Customers are the main drivers of improvement. We’re using their feedback to cut unnecessary steps, eliminate redundant approvals, and improve efficiency,” said Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, and Fatima Yousif Al Naqbi, Acting Assistant Undersecretary for the Support Services Sector.

Key Highlights:

• Customer Council: The Ministry has formed a dedicated council to identify real challenges residents face when interacting with government services.

• AI Integration: The second phase of the programme includes the use of generative AI to automate and streamline digital processes such as form filling, document uploads, and approvals.

• Focus Shift: Unlike the first phase which targeted traditional bureaucracy, the current focus is on digital platform inefficiencies.

• Federal Coverage: While specific services were not detailed, the reforms span various federal platforms and are expected to have a wide-reaching impact.

Fatima Yousif Al Naqbi noted that the Ministry is building on the success of the initial phase, which resulted in fewer steps, reduced processing times, and increased customer satisfaction.

“We’ve learned that listening to customers is crucial. In this phase, we’re using generative AI to reduce the effort required from users—no more repetitive form-filling or unnecessary document uploads. It’s about making services smoother, faster, and more intuitive,” she said.

Officials emphasized that this is not just a technological shift but a user-first transformation, designed to place citizens at the center of government service design.

The Ministry is set to hold three upcoming Customer Council meetings to further discuss and implement the changes based on public input.