In line with Dubai’s vision of designing more efficient, agile, integrated and human-centered government services, Dubai Customs continues to redefine the customer experience as part of its strategic transformation from a trade facilitator to a trade enabler.
Dubai Customs reduced the average waiting time on its unified Contact Center line to 24 seconds during the first half of 2026, reflecting efforts to enhance smart government services and improve customer experience.
Dubai Customs stated that the milestone supports Dubai’s strategy to deliver faster, integrated and customer-centered government services while strengthening its role as a trade enabler and reinforcing investor confidence.
During the first six months of 2026, Dubai Customs handled more than 61,000 calls through its Contact Center, achieving a customer satisfaction rate of 96.17 percent. The average call duration was two minutes and 33 seconds, demonstrating the authority’s ability to respond promptly to customer inquiries, simplify procedures and support trade operations.
Dubai Customs also processed more than 42,000 customer emails during the period, reflecting increased use of digital communication channels. The authority said its teams responded efficiently to ensure seamless access to information and services across multiple platforms.
Matar Al Muhairi, Director of the Client Happiness Department at Dubai Customs, emphasized that the results reflect the organization’s commitment to developing customer-centered services that support the business community and strengthen Dubai’s competitiveness.
The performance aligns with the Dubai Customs Strategy 2026–2030, which aims to transform the organization from a trade facilitator into a trade enabler through smart, proactive and data-driven customs services. The strategy focuses on using innovation and advanced technologies to improve service efficiency, strengthen business confidence and enhance Dubai’s competitiveness as a global trade hub.
Dubai Customs also reported a 98 percent score on the Dubai Government’s Instant Happiness Index, a supplier happiness rate of 96 percent, and a cashless transaction rate of 99 percent, highlighting the impact of its digital transformation initiatives on customer experience.
Dubai Customs recently launched the Voice of Customer platform, which uses artificial intelligence to analyze and categorize feedback received across its communication channels. The platform is designed to identify customer needs, support data-driven decision-making and improve government services through continuous analysis of customer input.
