Dubai Culture and Arts Authority ranked first among Dubai government entities in digital customer experience under the Dubai Government Digital Maturity Assessment 2025, achieving a score of 94% and outperforming the government-wide average by 39 percentage points.
The authority also attained Pioneer Level (L5), the highest maturity classification, across multiple Digital Customer Experience criteria, underscoring its progress in digital transformation and service delivery.
Dubai Culture said the ranking reflects its efforts to build a customer-centric digital ecosystem, with all of its services now available through official digital channels, including DubaiNow and Visit Dubai.
The authority has introduced a range of initiatives, including human-centered service design, AI-powered solutions, and advanced data analytics. It said these measures have helped save more than 13,000 working hours annually, while improving operational efficiency and response times.
Customer satisfaction has reached 99%, according to Dubai Culture, supported by a multi-channel service platform that includes WhatsApp, phone, video, live chat, and AI-enabled chatbots.
Mansoor Lootah, chief executive of the Corporate Enablement Sector and chief AI officer at Dubai Culture, said the recognition highlights the authority’s commitment to using artificial intelligence and data analytics to deliver more intuitive and responsive public services.
The Digital Customer Experience index assesses government entities across 14 criteria, including ease of access, proactive service delivery, customer engagement in service design, adoption of emerging technologies, and continuous performance improvement.
