Dubai Culture Tops Digital Customer Experience Index with 94% Score

Government

Dubai Culture Tops Digital Customer Experience Index with 94% Score

Dubai Culture and Arts Authority has secured first place in the Digital Customer Experience (DCX) Index among Dubai Government entities, achieving a 94% performance score in the Digital Maturity Assessment 2025.

The Authority also attained the Pioneer Level (L5) rating, surpassing the government average by 39 percentage points, reinforcing its leadership in digital transformation and innovation across the emirate.

This milestone highlights Dubai Culture’s efforts in building an integrated, customer-centric digital ecosystem, designed to deliver accessible, efficient, and responsive services in line with the vision of the Government of Dubai to create a global benchmark for excellence.

The achievement is driven by several strategic initiatives, including the development of human-centred and proactive services, deployment of AI-powered smart solutions, and adoption of the ISO 42001:2023 Artificial Intelligence Management System certification. The Authority has also implemented advanced data analytics and performance measurement systems, resulting in savings of over 13,000 working hours annually, improved operational efficiency, and faster response times.

These enhancements have translated into strong performance outcomes, with customer satisfaction reaching 99%, reflecting the effectiveness of its digital strategies.

Dubai Culture has further strengthened its service delivery through a multi-channel support system, offering seamless access via WhatsApp, phone, video, live chat, and AI chatbots. Notably, 100% of its services are now accessible through official digital platforms such as DubaiNow and Visit Dubai, ensuring a consistent and streamlined customer journey.

Mansoor Lootah, CEO of the Corporate Enablement Sector and Chief AI Officer at Dubai Culture, said the recognition reflects the Authority’s advanced digital maturity and its commitment to enhancing customer experiences.

He noted that by leveraging artificial intelligence and data-driven insights, Dubai Culture continues to deliver intuitive and responsive services that exceed expectations, strengthen community trust, and support efficient government performance.

The DCX index evaluates entities across 14 sub-criteria, including ease of access, service design, customer engagement, and the use of emerging technologies, ensuring continuous improvement in delivering seamless and future-ready digital experiences.