UAE digital Governments
The UAE is focusing on rechanneling its public services to be delivered totally online. On 22 May 2013, H. H. Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai launched the Mobile Government initiative in order to make the government services available to the people wherever they are 24/7.
Sheikh Mohammed's objective was to relocate customer service centres into every customer device on the belief that a successful government is the one which goes to clients wherever they are and doesn't wait for them to come to it.
By 2015, 96.3 per cent of the UAE government’s most important 337 day-to-day services have made the smart transition to mGovernment and mServices.
By 2018, the government has set a target to raise the number of mService users to 80 per cent.
Where to find the UAE government services?
You can refer to the following websites:
UAE eGovernment services
UAE mGovernment services
Check for more services on UAE federal and local government entities
Customer happiness centres
Almost all entities offer their services through customer happiness centres that usually are open between 7.30 am and 2.30 pm from Sunday to Thursday.
Most government entities allocate a call center which works 24/7 to answer and redirect customers queries.
The Ministry of Human Resources and Emiratisation appointed Tasheel typing centers to carry on tasks related to labour applications and approvals.
In addition, approved typing centers by the General Directorate of Residency and Foreigners Affairs in Dubai are processing all visa applications under the ‘New Vision System’.
You can pay utility bills through most exchange outlets, which are affiliated with the respective utility in the UAE.
Citizens can renew their passports on an emergency basis at the Dubai and Abu Dhabi airports. This service is available 24/7.
eGates and 'smart' gates
Passengers exiting or coming to UAE can pass immigration quickly through the eGates and ‘smart’ gates. eGates and ‘smart’ gates are a self-service that eliminate long queues. Passengers need to scan their biometric passports or Emirates IDs, eGate cards or smartphone barcode - after installing the UAE Wallet application- in order to complete the immigration process.
UAE citizens and residents, GCC nationals and passport holders from countries eligible for UAE visa on arrival can use smart gates.
Those travelling with people below 15 years are required to use the manned counters. Read about the smart gates or watch the video on how to use the smart gates.
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The UAE government placed donation boxes outside all mosques across the country. People can donate books, clothes, foods, toys and electronics. The proceeds of these donations will be distributed to the needy inside and outside UAE.
In addition, money donation boxes and sales representatives are available in malls, shopping centres, hospitals and different government facilities.
You can pay traffic fines, utility bills, Zakat, parking fees, receive Fatwa, lodge and track complaints and recharge Salik and access many other services through interactive voice response system or by sending a text message in a pre-defined format.
For more details, check with the respective entity.
Electronic kiosks and public payment machines
You can pay traffic fines and utility bills and access many other services through kiosks and public payment machines, which are located in malls, shopping districts and other public places.
Emirates ID service kiosks
Federal Authority for Identity and Citizenship (FAIC), earlier known as Emirates Identity Authority launched a number of electronic services for customers through self-service kiosks across the UAE, as part of its endeavour to provide new channels for easy registration of customers.
Customers can recharge their Salik account via a Salik kiosk. Salik kiosks are placed in many locations around the UAE. Refer to Salik kiosk locations.
Labour information kiosks
The government introduced information kiosks in labour camps in Dubai to educate workers on their rights and duties. The machine, introduced by the Permanent Committee of Labour Affairs (PCLA) in Dubai, is aimed to raise awareness among labourers about their rights, while helping them to communicate their problems to the authorities.
Library kiosks at beaches
Dubai Municipality has introduced library kiosks from where beachgoers can borrow books to read and unwind while enjoying under the sun. The project aims to encourage people to read, in line with the initiative of H. H. Sheikh Khalifa bin Zayed Al Nahyan, President of the UAE to observe 2016 as the Year of Reading.
ATMs/cash depositing machines
You can pay traffic fines and utility bills and access many other services through the ATMs and cash depositing machines of most of the banks. Please contact your bank for more details.
Partner banks can auto-debit your account with the amount of the utility bill.
Teller counters at some banks accept utility bills on weekdays during office hours.
You can pay utility bills, report minor incidents to police and access land related services at dedicated counters at the following locations:
You can pay DEWA bill at EPPCO and ENOC petrol station.
Post offices in Dubai accept DEWA bill payments on all seven days during working hours.
Dubai metro stations
Enoc stores at Dubai metro stations accept DEWA bill payments.
Since the launch of mGovernment Initiative in May 2013, the UAE Government entities have introduced the following channels to deliver their services.
Many federal and local government entities have launched apps to deliver their services through smartphones, smart tablet computers, smart wearables and smart TV. All these apps are listed in an app called UAE mGovernment App Store, which is available on iOS and Android platforms. After downloading this app, you can search for requisite apps by using the search filter.
Drones are planned to be used as a channel for delivering Emirates ID cards, driving licences and other permits.
Robots for medical operations
The UAE used robots to carry out specialised medical operations in urology. Sheikh Khalifa General Hospitals succeeded in performing more than 30 operations using the robots.
Patients are made stone-free in one session, thereby the time of the operation is reduced, and the exposure to the hazardous radiation and scars are minimized.
A humanoid robot for children with autism
Academics at the UAE University developed a humanoid robot that will be able to care for special with autism.
According to 2013 statistics, one child in 50 born in the UAE has autism. This robot will provide an effective therapy and social communication to children with autism.
Robots for customer service
Emirates NBD introduced ‘Robot Pepper’ in some of its branches. This new artificial intelligence robot makes his appearance at the bank’s marketing and promotional events in the UAE, interacting with customers to understand visitation needs and present products and services alternatives in an engaging way.
The Federal Authority for Identity and Citizenship (FAIC) introduced the Robot Hamad, which is available at the authority’s customer service centers across the UAE.
Services that Robot Hamad can handle incule:
- provide status of the ID card and ID card application
- locate and direct the customer to different services centres
- provide information of the queue status in a given centre
- process applications for ID card renewal
- accept payments by credit cards
- email receipts
Updated on 25 Jun 2018