The UAE is moving fast toward a fully digital future, changing how people access government services and interact with everyday sectors like banking, telecom, healthcare, and hospitality. Through smart technology, artificial intelligence (AI), and fintech, the UAE aims to make services faster, easier, and available anywhere, anytime.
According to Engineer Ahmed Al Zaabi, Director of Technology and Innovation at Parkin, “We have digitised everything — payments, permits, subscriptions, and even fines. People can use the Parkin app, website, RTA platforms, and Dubai Now to manage their services quickly and easily.”
Parkin also uses cloud-based technology powered by green energy, supporting both digital innovation and environmental sustainability. This is in line with Dubai’s Digital Strategy, which focuses on creating a fully digital, smart society.
But digital transformation isn’t just about putting services online — it’s about changing how services work.
Alexander Khanin, Founder of Polynome Group, explains, “Today’s digital services in the UAE are proactive. They predict what people need and respond in real time, making everyday interactions smooth and personalized. This puts the UAE on track to become a global leader in AI-powered, citizen-first digital government.”
One key example is DEWA (Dubai Electricity and Water Authority), which has adopted the Services 360 policy. This ensures all services are integrated, digital-first, and designed to meet customer needs without requiring a physical visit.
Aysha Al Dhuhoori, DEWA’s AI Deputy Senior Manager, said this approach improves both customer satisfaction and operational efficiency. DEWA has connected its services with UAE Pass, allowing real-time, paperless access. It has also reduced the amount of information customers need to provide by linking government databases.
Another major innovation is the Smart Employee app from Digital Dubai, which now includes an AI-powered tool that helps with hiring. It reads job applications, compares them to job requirements, and supports HR teams in choosing the best candidates. Over 80 government departments are now using this app.
Fintech Drives Better Customer Experience
Fintech — financial technology — plays a big role in the UAE’s digital progress. Al Zaabi explained how contactless payments like Apple Pay, Google Pay, and buy-now-pay-later options like Tabby have made it easier for people to pay for public services.
Parkin has moved away from cash, and now over 92% of its transactions are cashless, processing more than 400,000 mobile payments daily. Services like AutoPay and AutoRenewal make life easier for users by automating regular payments through the Parkin Wallet. These features work across platforms like the Parkin app, RTA channels, and Dubai Now.
Khanin adds that this smooth payment experience is powered by a strong, secure system built on digital ID (UAE Pass), cloud infrastructure, and high cybersecurity standards. This ensures safe, fast, and reliable transactions every time.
Smarter Utilities and AI Tools at DEWA
DEWA has also introduced AI tools to help customers manage energy and water use more efficiently. For example:
- The Smart Living Dashboard helps users track their daily, monthly, and yearly usage.
- The My Sustainable Living Programme lets people compare their usage with similar homes and receive tips to save energy.
- DEWA’s Rammas virtual assistant, powered by ChatGPT, answers customer questions and helps complete tasks online in multiple languages.
In 2024, DEWA completed over 14 million digital transactions, a 12% increase from 2023. Most services were accessed via smart apps and partner platforms. DEWA also scored 98.6% in the Dubai Government Instant Happiness Index and achieved 100% in the International Digital Customer Experience Standard (IDCXS:2022).
DEWA is also using AI behind the scenes to manage its smart grid, automate services, and support HR, billing, and more.
One Digital Vision for the Future
The UAE is creating a unified, digital-first government, where all services work together through shared platforms and smart apps.
Al Zaabi said, “With Parkin, you can manage parking, EV charging, car washing, and valet booking — all from one app. That’s the power of smart design and integrated services.”
As the UAE continues to evolve digitally, the next big steps include:
- AI-driven personalisation
- Predictive tools (like finding open parking spaces)
- Deeper connections between different services and sectors
For Parkin, this means building a complete one-stop-shop app where users can handle everything related to their vehicles and mobility — from booking valet services to managing car maintenance.
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