Vice President Approves Assessment of 179 Service Channels Across 27 Federal Entities.
Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai, has announced the results of the sixth cycle of the Global Star Rating System for Services 2026. The Traffic and Licensing Services Centre in Fujairah, operated by the Ministry of Interior, secured a 7-star rating, becoming the first service channel to achieve the distinction since the system was introduced in 2011.
The latest assessment covered 179 service channels across 27 federal government entities, marking the largest evaluation in the system’s 15-year history.
Sheikh Mohammed said that enhancing government services and improving the customer experience would remain a priority for the UAE Government. He stressed the importance of continually raising service efficiency and quality, adopting leading international practices and ensuring that services meet the aspirations of society and improve people’s quality of life.
“Today, we approved the results of the latest cycle of the UAE Government’s Star Rating System, which measures the quality and progress of our services through the eyes of the people who use them. This cycle covered 179 service channels across 27 government entities, led by the Traffic and Licensing Services Centre in Fujairah with a 7-star rating. Our congratulations to Lt. General H.H. Sheikh Saif bin Zayed Al Nahyan, Deputy Prime Minister and Minister of Interior, and the Ministry of Interior team on this outstanding achievement,” Sheikh Mohammed said.
He added: “We defined our vision for government services years ago. We want services that match the finest hotels in hospitality, the best banks in accuracy and reliability, and airlines in speed and round-the-clock availability. We want a government that anticipates people’s needs, exceeds their expectations, and makes their lives easier and better.”
Mohammad Al Gergawi, Minister of Cabinet Affairs, said Sheikh Mohammed’s vision had established a global model for government services that places people at the centre, measures performance through customer experience and makes service excellence a lasting part of institutional culture.
“Under the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the UAE Government has moved beyond simply delivering services to designing complete, people-centred experiences that anticipate needs, save time and effort, and improve quality of life,” he said.
“Improving government services is now a continuous institutional responsibility, driven by performance data, customer feedback and the best solutions and practices from around the world.”
Al Gergawi described the Global Star Rating System for Services as a key mechanism for translating this vision into tangible results.
“It is far more than a rating system. It builds a culture of quality and continuous improvement, encourages healthy competition between government entities, and motivates teams to make services more efficient, simpler and more proactive. The results of the sixth cycle confirm that our services continue to advance, and they point to new opportunities as we work towards the leadership’s goal of delivering the best government services in the world,” he added.
Overall government performance improved compared with previous assessment cycles. Of the 179 service channels evaluated, 107 were service centres, 49 were digital channels and 23 were call centres.
One service channel received a 7-star rating, while eight were awarded 6 stars, 67 received 5 stars, 70 secured 4 stars and 33 were rated 3 stars.
Call centres recorded the biggest improvement, with a 13% increase in performance. Service centres followed with a 5% improvement, while digital channels recorded a 4% rise. The results reflect ongoing efforts by government entities to strengthen service delivery and respond more effectively to customer needs. Service centres achieved the highest overall performance, followed by digital channels.
In addition to the Fujairah Traffic and Licensing Services Centre, two channels operated by the Federal Authority for Identity, Citizenship, Customs and Port Security received 6-star ratings: the General Directorate of Identity and Foreigners Affairs in Fujairah and the Customer Service Centre in Ras Al Khaimah. The Ministry of Energy and Infrastructure’s call centre was awarded 5 stars.
The results highlight government entities’ efforts to raise service standards, improve workplace environments, enhance customer experiences and make service channels more efficient and accessible.
Beyond recognising performance, the ratings provide government entities with a practical framework for improvement. They help identify each channel’s current standing, highlight areas for development and encourage the adoption of best practices and innovative solutions.
Each service channel receives a rating along with practical performance indicators, enabling the relevant entity to establish priorities, streamline operations and improve service quality across physical service centres, call centres and digital platforms. This approach is designed to ensure that improvements are sustained over time.
The system also promotes healthy competition among government entities and strengthens a culture of evaluation and continuous development. It supports the UAE Government’s ambition to deliver integrated, accessible and proactive services that address customer needs and exceed expectations.
Launched in 2011 under the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the Global Star Rating System for Services aims to transform government service delivery and raise efficiency and quality in line with the highest international standards.
The system evaluates government service channels on a scale of two to seven stars, based on criteria covering service quality, operational efficiency and customer experience. A comprehensive update in 2019 refreshed the assessment framework to reflect technological developments, placing greater emphasis on customer experience, digital services and proactive service delivery.
The system continues to advance the UAE Government’s ambition to establish a global benchmark for public services, guided by excellence, efficiency, innovation and continuous improvement, with customer happiness and quality of life at the centre of government operations.
