Policies and laws of the digital customer and the digital government service in the Emirates

Wided Dafri (), Nadia Yas (), Omnia Salem (), Ahmed A. Khalifa () and Adel Salem AlLouzi ()

International Journal of Innovative Research and Scientific Studies, 2025, vol. 8, issue 4, 1161-1172

Abstract: The latest digital transformation in the UAE has radically changed the delivery of government services, as the country has demonstrated a strong commitment to developing a digital environment that contributes to accelerating achievements and improving the lives of citizens and residents. Within the framework of this transformation, many opportunities and challenges emerge that shape the future of the digital government sector in the UAE. This research examines the role of the UAE government in developing its digital services through ambitious strategic initiatives such as a competent government, artificial intelligence applications, and blockchain technologies, in addition to efforts to enhance cybersecurity. We also reviewed the definition of the digital customer, its characteristics, policies, and initiatives to support the digital customer, along with the challenges facing this transformation, such as cybersecurity issues and system integration, as well as the importance of raising awareness and training individuals to reduce the digital gap. Digital transformation in the UAE is not just a technical update but rather part of a comprehensive strategy aimed at achieving economic and social sustainability by improving government performance efficiency and enhancing the quality of life for citizens and residents alike. The UAE's legislative developments in digital transformation indicate a comprehensive vision to create a legal environment that promotes digital innovation while preserving the rights of individuals and institutions. As rapid technological changes continue, the UAE remains at the forefront of countries seeking to update its legislation to keep pace with these changes, reflecting the country’s commitment to providing a safe and effective environment for digital services in the future. Digital government services in the UAE are a significant step towards achieving the concept of a competent government, as they meet the needs of citizens and residents conveniently and securely. With continued innovation and development of digital infrastructure, the UAE seeks to meet challenges and achieve the highest levels of efficiency and quality in providing its digital services.

Keywords: Digital customer; Digital government service; Laws; Policies; United Arab Emirates. (search for similar items in EconPapers)
Date: 2025
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