Dubai Customs is expanding its digital services with artificial intelligence and smart technology to improve trade support and customer experiences. The authority is building a faster and more connected system to help businesses and strengthen Dubai’s role as a global trade centre.
The Dubai Customs smart services programme focuses on speed, innovation and better support for customers. The initiative is part of a wider plan to create easier government services and improve the way businesses access customs solutions.
Dubai Customs said its digital transformation supports the Dubai Customs Strategy 2026–2030. The strategy aims to create a complete trade support system that goes beyond traditional customs services.
One major improvement has been faster customer support through the unified Contact Centre. During the first half of 2026, Dubai Customs recorded an average waiting time of only 24 seconds on its customer service number.
The result shows the authority’s focus on reducing delays and providing quick access to important information. Faster services help businesses manage trade activities more smoothly and maintain daily operations.
The Contact Centre received more than 61,000 calls during the first six months of the year. Customer satisfaction reached 96.17 percent, showing strong approval of the service improvements.
The average call lasted about two minutes and 33 seconds. Dubai Customs said its teams were able to handle questions quickly while providing clear support through different communication channels.
Digital communication is also becoming more popular among customers. The authority processed more than 42,000 emails during the same period, showing increased use of online service options.
Dubai Customs continues to improve its systems by using technology, data and customer feedback. The goal is to create services that are easier, faster and more suitable for businesses and individuals.
The authority said innovation is a key part of its future plans. Advanced technology helps improve service quality, increase efficiency and support Dubai’s position as an attractive place for trade and investment.
Several performance results highlight the progress of the digital transformation programme. Dubai Customs achieved a 98 percent score on the Dubai Government Instant Happiness Index and recorded 96 percent supplier satisfaction.
The authority also reached a 99 percent cashless transaction rate. This reflects the growing use of digital payment systems and modern service methods.
Officials said these achievements show how technology can improve government services. Digital tools are helping create a more responsive system while supporting Dubai’s long-term economic goals.
Artificial intelligence is playing a bigger role in improving customer support. Dubai Customs recently introduced the Voice of Customer platform, an AI-based system that studies feedback from different communication channels.
The platform helps identify customer needs, organise feedback and find areas where services can improve. It also creates reports that support better decision-making.
By using real-time customer information, Dubai Customs can understand changing expectations and develop more effective solutions. The system supports continuous improvement across its services.
The authority believes that AI and digital innovation will help create a stronger connection with the business community. Better services can reduce delays, improve trade operations and increase confidence among investors.
The unified Contact Centre has also become an important part of this approach. It provides customers with one place to receive support and access customs services.
The latest digital steps show Dubai Customs’ commitment to building a modern trade environment. Through smart technology, faster services and customer-focused solutions, the authority aims to support Dubai’s growth as a leading global business hub.
The continued development of Dubai Customs smart services highlights the growing role of digital innovation in government operations. These efforts are expected to improve trade efficiency and create better experiences for businesses and customers.
