The UAE Ministry of Finance (MoF) announced exceptional performance in customer satisfaction for the first half of 2025, achieving a 96.57% rating in the Customer Happiness Index. The ministry’s outstanding results were largely driven by the success of its digital advisory platforms and high-performing call centre operations.
According to key performance indicators, 97.3% of customer requests were resolved on the first call. The ministry also reported improvements across all service metrics, surpassing many of its targets including faster request processing, shorter wait times, and enhanced call handling efficiency. These advancements underscore MoF’s ongoing strategy to enhance customer-centric governance through digital transformation and operational excellence.
Significant Gains in Service Quality
The ministry’s quality performance index rose to 90.92%, exceeding its 80% target and improving upon the 88% achieved during the same period in 2024. This performance reflects the strong technical capabilities of MoF staff and the continuous enhancement of internal methodologies at the call centre.
MoF responded to 28,315 customer service requests in H1 2025, answering 90.8% of calls within 20 seconds—outperforming the 87.6% recorded last year and well above the target of 80%. The percentage of unanswered calls dropped to just 1.48%, significantly below the 5% threshold, while the average call duration remained at 4 minutes and 41 seconds, comfortably within the five-minute benchmark. Most notably, the ministry reported zero average hold time, far exceeding the 15-second response target.
Leadership Highlights Strategic Vision
Younis Haji AlKhoori, Undersecretary of the Ministry of Finance, attributed these results to a customer-first approach backed by efficient technologies and national expertise. “Our success is the result of eliminating bureaucracy, streamlining procedures, and building digital-first, seamless services,” he said.
AlKhoori added, “These achievements align with the UAE Government Charter for Future Services, which prioritises intuitive, value-driven services. Our call centre has become a cornerstone of MoF’s customer happiness strategy, driven by responsiveness, agility, and multi-channel communication.”
Digital Innovation at the Core
The ministry’s ability to deploy artificial intelligence and advanced data analytics was highlighted as a critical enabler in forecasting and addressing customer needs. AlKhoori affirmed that these technologies allowed MoF to proactively meet public expectations, ensuring services were fast, efficient, and future-ready.
“Our highly skilled Emirati workforce and robust digital infrastructure have been central to our progress,” he noted. “Looking ahead, the ministry will continue expanding its digital service portfolio and further optimising communication channels to enhance the customer journey and reach new levels of institutional excellence.”
With these results, the Ministry of Finance reaffirms its leadership in government service innovation, setting a strong benchmark for responsiveness, digital maturity, and citizen-centric design in line with the UAE’s broader transformation goals.
