Inclusive access to government services
As part of its digital transformation journey, the United Arab Emirates continues to ensure that everyone benefits from technological progress. In addition to online platforms, the UAE provides physical spaces such as government service centres (Customer Happiness Centres), public libraries and post offices, where individuals can receive personal assistance to access online services.
This initiative is part of the national strategy to promote digital inclusion, enabling senior citizens, people of determination, and other groups to use digital government services with ease and confidence.
Cabinet directive on on-site digital support
Under a 2025 Cabinet directive, all federal government entities are required to provide direct assistance to customers at service centres across the nation.
Each centre must:
- Deploy trained service staff ready to guide, support, and train customers in using digital platforms and channels.
- Establish digital service corners where customers can access and complete their online transactions conveniently.
- Welcome walk-in visitors to service centres and offer them the necessary assistance to complete their services effectively.
- Set up dedicated service points equipped with modern technological tools and devices to facilitate easy access to digital government services.
- Provide flexible and accessible services, giving priority to senior citizens and people of determination.
The UAE Government emphasises that no customer should be turned away on the basis that a service is available digitally. Instead, customers must be enabled to complete their transactions either in person or through digital channels.
Government entities are also required to develop clear procedures for welcoming customers who wish to meet officials and to listen to their feedback and suggestions — reinforcing a culture of transparency and continuous improvement in public services.
Supporting senior citizens and people of determination
The government places special emphasis on supporting senior citizens and people of determination who may face challenges when using digital platforms — whether due to complex interfaces, limited experience with smart technologies, or concerns about privacy and cybersecurity.
Through simplified digital platforms and personal, human-centered assistance, the UAE ensures a comfortable, safe, and inclusive user experience for all members of society, reaffirming that digital transformation must benefit everyone.
Towards an inclusive and connected digital society
Through this comprehensive approach, the UAE reaffirms its vision of building an inclusive and interconnected digital society that combines human and technological innovation to serve every member of the community equally — enhancing quality of life and reinforcing the nation’s leadership in providing advanced, accessible government services.
Related:
UAE mandates on-site assistance for digital services at government centers - Gulf News
Updated on:
16 Oct 2025
