The UAE has ranked first globally for customer satisfaction with digital government services, according to the 2026 Digital Government Citizen Survey Report issued by Boston Consulting Group (BCG).

The survey covered 48,500 participants in 44 countries. In the UAE, 89% of participants gave these services a high rating.

The country also ranked first worldwide in the use of digital government services, at 53%. This result reflects the continuous evolution of the UAE’s government services system. It also points to easy access, efficiency and the quality of the customer experience.

Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister and Ruler of Dubai, commented on the findings. He said the UAE ranked first in the world in customer satisfaction in the BCG survey. He added, “Contrary to the prevailing international trend, more than 75% believe that UAE Government services outperform the digital services offered by the private sector.”

He also expressed pride in the teams behind the work and in the country’s journey to make people’s lives easier. He said more is still to come.

In addition, he announced a major upcoming change. This coming November, the UAE Government will unveil, at a major event, the biggest change in the form of its services and the way they are delivered to the public.

According to the announcement, this progress is the result of a continuous journey of development. It is built on redesigning services around customer needs and adopting proactive and integrated government work models. It also relies on investment in digital infrastructure, national talent and advanced technologies. As a result, the Government is better prepared for the future and its ability to meet the aspirations of society is stronger.

Mohammad Al Gergawi, Minister of Cabinet Affairs, said the UAE’s global lead reflects the vision of its leadership in building a government that puts people first. He added that it confirms the success of a model that places quality of life and the customer experience at the heart of designing and developing services.

He said the leadership’s vision is for the UAE Government to reach the highest global standard in its services, efficiency and readiness for the future.

Al Gergawi also pointed to what comes next. “We are entering a new phase in developing government services, led by artificial intelligence (AI) applications,” he said. “Our goal is to move from digital services to services that are smarter, more proactive, easier and faster, that anticipate the customer’s needs and offer an integrated government experience with the highest levels of efficiency and trust.”

The BCG report also looked at how people view government and private sector services. It showed that 76% of participants in the UAE believe the digital government experience outperforms their experience with private sector services. In addition, 82% of participants in the country use AI weekly. This provides a strong foundation for a new generation of government services powered by AI.

The report stressed the importance of responsible AI use. It called for stronger frameworks, technical and procedural safeguards, and greater awareness of AI capabilities. It also identified pathways to maximise the impact of AI on government services. These include redesigning services, promoting responsible use, developing hybrid models, expanding Agentic AI applications and raising AI literacy.

Overall, these results reflect the UAE’s advanced position in developing a government model for the future. The model uses technology and AI to serve people and ties innovation to a better quality of life. For the UAE, strong results in digital government services also strengthen the country’s leadership and global competitiveness in designing and delivering them.

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