Dubai Launches Unified Government Contact Centre with du

Dubai has taken a major step toward streamlining government communication with the launch of the Unified Contact Centre (UCC) in partnership with telecom leader du. The initiative aims to consolidate multiple communication channels, including phone, email, SMS, social media, and instant messaging, into a single, fully integrated platform.

Set to be fully operational by 2027, the UCC will bring together 15 government entities under one framework. Citizens, residents, and visitors will gain access to a seamless point of contact for support services and information, reducing redundancy and improving efficiency in public service delivery.

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The centre leverages advanced technologies, including artificial intelligence and analytics, to provide real-time, personalised assistance. Users can expect a smooth, responsive experience, with the system anticipating and addressing their needs proactively. By integrating data and communication across departments, the platform ensures faster resolutions and a more connected government ecosystem.

The phased rollout will begin in 2026, prioritising key entities before expanding to include all 15 government departments by 2027. A centralised knowledge base and analytics system will continuously improve service delivery, providing accurate, up-to-date information to users and enhancing operational performance.

With this project, Dubai reinforces its vision of a modern, customer-centric government, where efficiency, accessibility, and smart digital solutions define public service. The Unified Contact Centre is expected to set a benchmark for integrated government communication, positioning Dubai as a global leader in citizen-focused service innovation.