Dubai Customs accelerates smart services with 24-second response times, AI innovation
The government entity said its evolving smart services ecosystem is built around speed, innovation and proactive customer support
27 July, 2026
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Dubai Customs is accelerating its transformation into a smarter, more customer-focused trade enabler, introducing faster digital services and artificial intelligence-powered solutions that are helping streamline trade while strengthening Dubai’s position as a global hub for business and investment.
The government entity said its evolving smart services ecosystem is built around speed, innovation and proactive customer support, in line with Dubai’s vision of delivering more agile, integrated and human-centred government services. The transformation also supports the implementation of the Dubai Customs Strategy 2026–2030, which aims to move beyond facilitating trade to creating a fully integrated trade-enablement ecosystem, a WAM report said.
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As part of that effort, Dubai Customs recorded an average waiting time of just 24 seconds on its unified Contact Centre line, 8001886, during the first half of 2026, highlighting improvements in operational efficiency and customer service delivery.
The results reflect the authority’s continued focus on simplifying customs procedures, ensuring business continuity and providing faster access to services for the business community.
Strong customer satisfaction and digital engagement
According to Dubai Customs, the Contact Centre received more than 61,000 calls during the first six months of the year, while customer satisfaction reached 96.17 per cent. The average call duration stood at two minutes and 33 seconds, underscoring the team’s ability to respond quickly and accurately to enquiries while delivering a seamless customer experience.
The authority also processed more than 42,000 customer emails during the same period, reflecting the growing preference for digital communication channels among businesses and customers.
Dubai Customs said its teams handled the enquiries promptly and efficiently, ensuring customers had easy access to information and services across multiple communication platforms.
The latest performance figures also align with the Government of Dubai’s broader strategy of creating faster, more responsive public services that leverage innovation and advanced technologies to improve quality of life while enhancing government performance.
Digital innovation drives customer experience
Dubai Customs said the Strategy 2026–2030 places innovation, data and advanced technologies at the centre of its service transformation, enabling a more integrated, efficient and customer-centric customs experience.
The authority believes the strategy will strengthen investor confidence, improve Dubai’s competitiveness and further reinforce the emirate’s reputation as one of the world’s leading destinations for trade and ease of doing business.
The impact of these initiatives is reflected in several key customer experience indicators. Dubai Customs recorded a 98 per cent score on the Dubai Government’s Instant Happiness Index, managed by Digital Dubai, while supplier happiness reached 96 per cent. It also achieved a 99 per cent cashless transaction rate, highlighting the success of its ongoing digital transformation efforts.
Officials said these achievements demonstrate how technology and customer-focused innovation are enhancing government services while supporting Dubai’s long-term economic ambitions.
AI platform helps shape future services
Speaking about the latest achievements, Matar Al Muhairi, director of the Client Happiness Department at Dubai Customs, said the results underscore the organisation’s commitment to building a customer-centred service ecosystem that meets the evolving needs of the business community.
He said: “The unified number, 8001886, is more than a communication channel. It is an integrated platform that provides customers with a unified, seamless experience for accessing Dubai Customs services, helping to simplify procedures, enable faster responses and strengthen engagement with the business community. These results reflect continued investment in developing staff capabilities, leveraging modern technologies and analysing customer data, supporting continuous service improvement and greater operational efficiency.”
Further strengthening its customer experience strategy, Dubai Customs recently launched the Voice of Customer platform, an artificial intelligence-powered system designed to analyse and categorise feedback received across its various communication channels.
The platform enables the authority to identify customer needs, prioritise service improvements and generate detailed reports that support data-driven decision-making. By analysing customer feedback in real time, Dubai Customs aims to continuously refine its services and deliver solutions that better align with customer expectations.
The initiative forms part of Dubai Customs’ wider digital transformation programme, reinforcing its role as a strategic partner for the business community while supporting Dubai’s ambition to remain a global leader in trade, investment and smart government services.






















