UAE’s Digital Government Strategy (2021–2025)

The main objective of the UAE’s Digital Government Strategy is to create a broad cross-sectoral government commitment and buy-in for embedding the digital aspects into overall government strategies. This is crucial to ensure that the UAE Government is digital by design and that all capacities, structures and opportunities are integrated on a national level and aligned with the UAE’s strategic digital government vision.

Vision and strategic goals

The UAE’s Digital Government Strategy (2021–2025) seeks to achieve the following:

• Transform the government into a 100% digital entity by providing integrated and user-friendly services through a unified platform.
• Build a global-standard infrastructure to support comprehensive and seamless digital transformation.
• Enhance the skills and capabilities of the government workforce to meet the demands of advanced technologies.
• Develop streamlined policies and legal frameworks to enable a smooth digital transition.
• Establish a unified platform with shared capabilities to ensure efficient service delivery.
• Improve operational efficiency, resource utilisation, and governance processes to create a sustainable and effective government system.

Strategic overview

The strategy envisions a government that is entirely digital, where all services can be accessed through a single, unified platform. This transformation prioritises accessibility, efficiency, and satisfaction for citizens, residents, and businesses. The overarching aim is to create an inclusive digital ecosystem that addresses the diverse needs of the population while maintaining global competitiveness.

The UAE’s journey toward digital governance is supported by significant milestones in e-governance and smart government initiatives. Previous phases, such as the introduction of SmartPass and UAEPASS, have laid the foundation for this new wave of transformation. These efforts have established the country as a regional leader and a global contender in digital governance and innovation.

Initiatives driving the strategy

The Digital Government Strategy focuses on several key initiatives that serve as its foundation. A critical component is the implementation of digital enablers, such as the Unified Digital Identity (UAEPASS), which ensures secure access to all services. Additionally, the National Digital Wallet provides a centralised payment system that simplifies transactions for both citizens and businesses. Digital Signature and Stamp tools have been introduced to facilitate legally binding transactions in a virtual environment.

A significant part of the strategy is dedicated to establishing shared capabilities within the government framework. Systems like the Federal Network and SmartPass enhance interdepartmental communication and service integration, while the Unified CRM System streamlines interactions between government agencies and the public.

To support these technological advancements, the UAE has prioritised the development of its workforce. Through the Digital Transformation Academy, employees are trained in advanced technologies, including artificial intelligence, blockchain, and IoT. These efforts ensure that the government workforce is well-equipped to drive and sustain the digital transition.

Legislative and policy framework

The UAE recognises that a strong legislative and policy framework is vital for successful digital transformation. It aims to address potential challenges by introducing comprehensive policies for data exchange, digital transactions, and cybersecurity. These measures are designed to create an environment of transparency and trust while ensuring that service delivery meets the highest standards.

Efforts are also being made to align federal and local regulations to reduce policy delays and streamline implementation processes. Clear guidelines and frameworks will enhance accountability and strengthen public confidence in digital services.

Addressing challenges

While the UAE has made remarkable progress in its digital governance initiatives, it acknowledges several challenges that need to be overcome. One significant issue is the lack of unified and accurate data records across agencies. To address this, the strategy includes the establishment of a centralised national data repository, ensuring secure and reliable data sharing.

Another challenge is public trust and adoption. Some users remain hesitant to embrace digital services due to concerns about security and usability. The UAE plans to counter this by enhancing cybersecurity measures and designing user-centric platforms that prioritise accessibility and ease of use.

Operational inefficiencies caused by disconnected systems and processes are also being tackled. The strategy emphasises creating interconnected platforms that integrate seamlessly across departments, improving efficiency and overall user experience.

Performance indicators and expected outcomes

The success of the Digital Government Strategy will be measured through several performance indicators. By 2025, the UAE aims to achieve a 90% satisfaction rate among users of digital services. Additionally, all federal government employees will be digitally enabled, with 10,000 trained in advanced technologies such as AI and blockchain.

The strategy also aims to digitize all government services, ensuring that at least 90% of them are completed digitally from start to finish. This reflects the UAE’s commitment to providing a fully integrated digital experience.

Global competitiveness

The UAE continues to lead the Arab world in digital governance and is determined to maintain its position as a global digital leader. Its strategy is designed to reinforce its ranking in global competitiveness indices, building on achievements such as its first-place ranking in the Arab region for the UN E-Government Development Index.

Future directions

The strategy emphasises the importance of adopting cutting-edge technologies to ensure long-term sustainability and innovation. Investments in artificial intelligence, blockchain, and IoT will play a central role in achieving these goals. Furthermore, partnerships with the private sector will be leveraged to co-create innovative solutions, ensuring that the UAE remains at the forefront of digital governance.