Dubai Customs has strengthened its customer experience by achieving an average waiting time of just 24 seconds on its unified Contact Centre line, 8001886, during the first half of 2026. The milestone reflects the organization’s operational readiness, staff efficiency and commitment to delivering faster, proactive government services.

The achievement supports Dubai’s vision of creating more efficient, agile, integrated and human-centered government services. It also highlights Dubai Customs’ ongoing transformation from a trade facilitator into a trade enabler through smart and customer-focused services.

The smart government service ecosystem combines speed, innovation and proactive support. As a result, businesses can access customs services more efficiently, helping strengthen investor confidence and reinforce Dubai’s position as a global hub for trade and investment.

According to Dubai Customs, the Contact Centre received more than 61,000 calls during the first six months of 2026. Customer satisfaction reached 96.17 percent, while the average call duration stood at two minutes and 33 seconds. These results demonstrate the team’s ability to respond to customer inquiries quickly and accurately, simplify procedures and improve the overall customer experience.

In addition, Dubai Customs handled more than 42,000 customer emails during the same period. The growing use of digital communication channels reflects increasing customer preference for online engagement. Teams processed and responded to messages promptly, ensuring customers had easy access to information and services across multiple communication channels.

The performance aligns with the Dubai Customs Strategy 2026 to 2030, which aims to transform the organization into a fully integrated trade enablement ecosystem. The strategy focuses on developing smart, proactive and customer-centered customs services by leveraging data, innovation and advanced technologies. It also seeks to deliver faster and more efficient services while strengthening business confidence and Dubai’s competitiveness.

Furthermore, the strategy supports the Government of Dubai’s vision of designing faster, more agile and integrated government services based on people’s needs. By using innovation and modern technologies, government entities aim to improve service quality, enhance customer satisfaction and boost overall government performance.

As part of these efforts, Dubai Customs recorded a 98 percent score on the Dubai Government’s Instant Happiness Index, managed by Digital Dubai. The organization also achieved a supplier happiness rate of 96 percent and a cashless transaction rate of 99 percent. These indicators reflect its continued investment in digital transformation and customer-focused services.

Matar Al Muhairi, Director of the Client Happiness Department at Dubai Customs, said the results demonstrate the organization’s commitment to building a customer-centered service ecosystem that supports the business community and strengthens Dubai’s competitiveness.

“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 analyzing customer data, supporting continuous service improvement and greater operational efficiency,” he said.

Recently, Dubai Customs also launched the Voice of Customer platform, which uses artificial intelligence to analyze and categorize customer feedback collected through its communication channels. The platform helps identify customer needs, prioritize service improvements and generate data-driven reports that support decision making and continuous service development.

With these initiatives, Dubai Customs continues to advance its digital transformation strategy by enhancing customer experience, expanding AI-powered services and supporting Dubai’s position as a leading global trade and investment hub.

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