UAE Government Centres to Offer On-Site Support for Online Services

The United Arab Emirates (UAE) government has taken a significant step to strengthen citizen engagement and streamline access to digital services by mandating in-person assistance at federal government service centres. This move, announced by the UAE Cabinet, highlights the country’s commitment to ensuring that all residents, including senior citizens and individuals with limited digital literacy, can benefit from the ongoing digital transformation of government services.

Bridging the Digital Gap

While the UAE has been at the forefront of digital innovation, offering a wide range of e-services through mobile apps and online portals, authorities recognized that not all residents are fully comfortable navigating these platforms. For many, especially older residents or those less familiar with technology, digital channels alone may not provide sufficient support.

Under the new directive, federal service centres are now required to provide dedicated in-person assistance to guide customers through the use of digital platforms. This initiative ensures that digital transformation remains inclusive and user-friendly, bridging the gap between traditional service models and modern e-governance systems.

Key Requirements for Government Centres

The Cabinet’s decision outlines several measures to enhance customer experience while maintaining the momentum of digital services:

1. In-Person Support Remains Essential
   Despite the expansion of digital channels, service centres must continue to welcome visitors physically and offer hands-on assistance. This ensures that individuals who prefer personal interaction or require extra guidance are not excluded.
2. Trained Customer Support Staff
   Agencies must assign staff members trained to assist customers with digital services. These personnel will help residents complete transactions online, navigate government apps, and resolve issues efficiently. The presence of trained staff is expected to reduce waiting times and improve overall customer satisfaction.
3. Digital Service Corners
   Service centres are encouraged to establish dedicated “digital service corners” equipped with computers, tablets, and other necessary technology. These areas will allow visitors to access government platforms under the guidance of trained staff, creating a hybrid service model that combines digital efficiency with human support.
4. Inclusive Access for All Groups
   Special attention will be given to senior citizens and residents with specific needs. The directive emphasizes that digital services must be accessible, flexible, and tailored to various user groups, ensuring that no one is left behind during the nation’s transition to digital governance.
5. Transparency and Feedback Mechanisms
   Centres are expected to provide clear procedures for both in-person and online services. Residents should have the option to meet officials, share feedback, and track service requests. By fostering transparency and accountability, the initiative encourages continuous improvement in service delivery.

A Seamless and Integrated Customer Experience

Experts highlight that this approach aligns with global best practices in e-governance. Combining digital platforms with on-site assistance not only helps residents navigate complex systems but also ensures that the adoption of technology does not create barriers.

Dr. Aisha Al Qasimi, a governance and digital transformation expert based in Abu Dhabi, commented:
"The UAE continues to set a benchmark for inclusive digital services. By providing on-site support alongside advanced online platforms, the government is ensuring that technology serves all segments of society, not just the digitally savvy."

The directive is also expected to improve efficiency within government centres. With trained staff guiding residents through digital services, processes such as visa applications, bill payments, document verification, and other routine government transactions can be completed faster and with fewer errors.

Supporting the UAE’s Vision for Smart Governance

This initiative comes as part of the UAE’s broader vision to enhance smart governance and citizen-centric services. The country has invested heavily in building integrated e-services, artificial intelligence (AI) solutions, and mobile applications aimed at simplifying government interactions.

The Ministry of Cabinet Affairs and Future, which oversees digital transformation strategies, emphasized that the new directive is not intended to slow down digital adoption but rather to complement it. By providing hands-on support, the government ensures that residents of all ages and backgrounds can confidently use online platforms, ultimately boosting digital literacy and engagement.

International Perspective and Benchmarking

The UAE’s approach mirrors global trends where governments increasingly focus on combining technology with human assistance to enhance public service delivery. Countries such as Singapore, South Korea, and Estonia have successfully implemented hybrid service models, providing both online platforms and physical support centres. The UAE’s mandate demonstrates the country’s commitment to adopting international best practices while tailoring solutions to its unique demographic and cultural context.

Looking Ahead

Authorities have indicated that federal service centres will roll out the new measures in phases, with training programs for staff already underway. Citizens and residents can expect fully equipped digital service corners and dedicated support personnel in most centres by the end of the year.

As the UAE continues to lead the region in digital innovation, this initiative reinforces the nation’s commitment to inclusivity, efficiency, and transparency in government services. By ensuring that digital transformation is accessible to everyone, the UAE sets a strong example of how technology and human support can work together to create a seamless and effective public service ecosystem.

Residents can now look forward to a more integrated and supportive experience when interacting with government entities, whether in person or online, marking a significant step toward a truly smart and inclusive future.