FAQ

Services 2.0 represent the new generation of government services that focus on seamless and direct interaction with the customer, offering a personalized and fast experience that reflects the UAE Government’s digital advancement. This modern model integrates artificial intelligence and data analytics to understand customer needs and deliver services proactively before the customer even requests them while ensuring high quality and smooth performance.
Services 2.0 are characterized by simplicity, fewer steps, and a unified experience across various channels, aligning with customer expectations and strengthening their trust in government services.

The Government Services Observatory is an interactive digital platform launched by the UAE government to quickly and effectively measure customer satisfaction. Through this platform, evaluation results are displayed in real time, highlighting customers’ impressions of service quality across various channels—including websites, smart applications, and service centers. The platform also enables concerned entities to analyze instant feedback, identify strengths and weaknesses, and monitor areas for improvement to ensure a more efficient and responsive experience.

The UAE Government launched the Global Star Rating System for Services in 2011 by His Highness Sheikh Mohammed bin Rashid Al Maktoum, with the aim of creating a breakthrough in the efficiency of government services and raising their level to align with global standards. This program aims to classify service channels from 2 to 7 stars based on the results of independent assessment and auditing. The evaluation result is recorded in the audit report, which highlights the strengths and weaknesses of the channel. More than 1,000 service channels had been evaluated by the end of 2023. Service centers, digital channels, and call centers are evaluated once every two years, in addition to customer satisfaction surveys and studies based on the mystery shopper methodology. Based on this evaluation, a rating and classification report for the center is issued. In the event of a noticeable decline in the level of service provided through the channel, the evaluation will be reviewed with the possibility of changing the center’s rating and reissuing the initial audit report.

The standards of the Global Star Rating System for Services reflect the highest levels of service delivery and assessment. The main focus is on excellence in delivering a unique experience and distinguished service to customers. The program enables partners to achieve outstanding results in their annual evaluation according to the star rating and highlights their strengths and areas for improvement, such as the eight main pillars of the evaluation standards. These pillars are supported by 35 sub-pillars and more than 315 criteria assessed according to four levels of maturity (Initial – Developing – Mature – Leading). At the same time, the program combines customer happiness evaluations, mystery shopper reports, and employee happiness results to ensure that the views of all stakeholders are taken into account during the evaluation process.

The Customer Pulse Survey in the Government of the United Arab Emirates is:

A flexible digital survey available on various government service delivery platforms, measuring customer satisfaction and the quality of the customer journey in applying for government services through a short, real-time survey sent to the customer after receiving the service.

Purpose:

Measuring customer satisfaction directly and immediately after receiving the service.
Improving service quality based on real feedback and opinions from customers.
Supporting the government’s approach in listening to customers and enhancing their experience.

Features:

Real-time: Sent immediately after the service is completed.
Short and simple: Easy and quick to fill out.
Digital: Available on all smart channels.
Contributes to making service development decisions based on the real voice of the customer.

The UAE Government launched its Charter for Future Services in 2020 to set the main principles for designing and providing government services in the UAE.

The below points are the main principles of the UAE Government Charter for Future Services. They represent a framework for designing, developing and providing government services.

Human Centered Services: Providing government services that are tailored to meet human needs, requirements and preferences, and designed with customers’ feedback in mind.

Digital Services by Default: Providing proactive digital government services to suit future lifestyle.

Integrated, Varied and Consistent Service Channels: Providing government services through various, integrated and coordinated channels that cater to customer preferences through a unified government interface.

Seamless and Proactive Experience: Providing bundles of seamless, interconnected and proactive services to the customer on time and before request, based on life events.

One-time Data Provision: Designing interconnected and integrated government services that request customer data only once.

Safe Data and Guaranteed Privacy: Protecting the data shared among government entities to keep it safe and ensure customer privacy.

Listening to Customer’s Voice: Listening to the customer’s voice and ensuring transparency in the evaluation results.

Value Added Services: Adjusting government fees to reduce costs and increase efficiency in government entities.

Wives of UAE citizens and children of female UAE citizens can apply for UAE nationality through the Federal Authority for Identity, Citizenship, Customs and Port Security, in accordance with the conditions and requirements stipulated in the Nationality Law and its executive regulations. The application is subject to review and verification by the competent authorities to ensure compliance with the legal standards and approved procedures before the nationality is granted.

Through the “”Elek Aqrab”” initiative, launched by the Federal Authority for Identity, Citizenship, Customs and Port Security, the aim is to facilitate the process of capturing ten fingerprints for school students aged 15 and above by providing the service directly at school premises without the need to visit Customer Happiness Centers. This initiative is part of the Authority’s efforts to enhance the efficiency of the identity verification system and provide a seamless and proactive customer experience that helps save time and effort, and raises customer satisfaction, in line with the UAE’s digital transformation goals.
Customers may also visit any of the Customer Happiness Centers that provide identity services to complete the process easily and conveniently.

When renewing the ID card, the customer can view the electronic version through the “”ICP UAE”” application. The digital ID can also be used through the “”UAE Pass”” application issued by the Telecommunications and Digital Government Regulatory Authority.

According to ICAO standards, photos must fully comply with these requirements, which include: the photo must be recent, with a white background and high quality, showing clear facial features and eyes without visual distortions such as shadows or reflections. Wearing hats or sunglasses is not allowed, and only medical glasses are permitted, provided they do not cover the eyes. The face must be straight and the expression neutral. Adherence to these standards is essential for the photo to be accepted.

You can submit a complaint through several approved channels that ensure prompt response and transparent follow-up, including:

Complaints and inquiries platform: cc.icp.gov.ae
Call center inside UAE: 600522222
Call center outside UAE: 00971600522222

You can find out the required procedures, documents, and fees for each service by visiting the official website of the Federal Authority for Identity, Citizenship, Customs and Port Security icp.gov.ae, and selecting the desired service. Each service page provides detailed information on the steps, required documents, applicable fees, submission channels, and the expected processing time.

Priority services in the UAE Federal Government are those classified as the most important and impactful in the lives of individuals and the community. These services require fast and highly efficient delivery to ensure the timely fulfillment of customers’ essential needs. They are given special attention in terms of simplified procedures, speed of processing, and quality of experience, as they are linked to key milestones in the lives of customers. This classification comes as part of the Federal Government’s efforts to enhance efficiency, raise satisfaction levels, and provide flexible and proactive government services that meet customer expectations and align with the objectives of the Digital Government.

Proactive services in the UAE Federal Government are an innovative approach to service delivery based on anticipating the needs of customers by analyzing their personal data and the records available to government entities, without the need for the customer to submit a request. The service is offered or activated automatically at the appropriate time, with the aim of enhancing the customer experience, saving time and effort, and reducing challenges such as delays in renewals or the imposition of fines. These services are part of the government’s strategic direction towards digital transformation and the development of an advanced model of government services that meets future requirements, in line with the objectives of the UAE Digital Government Strategy.

• The smart application on Android and iOS
• The official website (Smart Channels)
• Customer Happiness Centers
• Authorized typing offices

Customers can apply for the Authority’s services through smart channels such as the website and the smart application, or through Customer Happiness Centers, in addition to accredited typing offices.
Excluded from this are the General Directorates of Identity and Foreigners Affairs, as their role is limited to providing inquiry services only.
As for Identity Centers, they provide services related to issuing, renewing, and replacing ID cards, provided the service is requested on an urgent basis with an additional fee of AED 150.

Residence permits are granted for different periods depending on the type of residence, namely: one year, two years, three years, and may extend to five years or more for some categories (such as investors or residence holders).

Work Bundle in the United Arab Emirates

The Work Bundle is a fully integrated digital system launched by the Government of the United Arab Emirates to simplify and expedite the procedures for individuals coming to work in the country. It combines all work and residency-related services into a single, smart, and seamless process. This bundle aims to enhance the experience of new employees and workers by reducing the number of visits and required documents and providing a unified journey that starts from outside the country and ends with the individual being legally enabled to start work.

The Work Bundle includes the following services:

Issuance of work entry permit

Medical fitness test

Biometric data registration (fingerprint and photo)

Issuance of the UAE ID card

Issuance of residence permit

The application is made entirely online, and the concerned entities are automatically integrated through a unified platform that includes the Ministry of Human Resources and Emiratisation, the Federal Authority for Identity, Citizenship, Customs and Port Security, and health authorities, reducing the need to interact with each entity separately.

The bundle also provides instant notifications to the customer on the status of each step, facilitating request tracking and enhancing transparency. It supports the UAE’s strategic direction toward offering interconnected government services and strengthening the country’s competitiveness as a global work destination.

Blue Residency in the United Arab Emirates

The Blue Residency is a long-term residence visa valid for 10 years, launched by the Government of the United Arab Emirates to honor individuals who have made outstanding contributions in the fields of environmental protection and sustainability. This residency targets elite talents such as environmental scientists and researchers, entrepreneurs and investors in green projects, and environmental influencers from both public and private sector institutions. This initiative is part of the country’s efforts to enhance its position

Green Residency in the United Arab Emirates

The Green Residency is a type of long-term residence permit launched by the UAE Government with the aim of attracting skilled professionals, talents, and qualified workers, and providing greater flexibility and stability for individuals wishing to work and reside in the country without the need for a sponsor. The Green Residency is granted for a period of 5 years, renewable, and includes specific categories such as skilled workers, freelancers, and investors or entrepreneurs, according to clear conditions related to qualifications, income, and experience.

The Green Residency offers extended benefits to its holder, such as sponsoring family members, facilitating residence procedures for dependents, and a flexible grace period of up to 6 months after the permit expires. This initiative is part of an integrated system to enhance the residency and work environment in the country, boosting its appeal to global talents and

Golden Visa in the United Arab Emirates

The Golden Visa is a long-term residency visa launched by the United Arab Emirates Government with the aim of attracting exceptional talents and competencies from around the world, enabling them to live, work, and invest in the country within a stable and supportive environment. The Golden Visa is granted to specific categories including investors, entrepreneurs, researchers in science and knowledge, specialists, outstanding students, holders of advanced degrees, as well as doctors and creatives in the fields of culture and arts.

The duration of the Golden Visa ranges between 5 to 10 years and is renewable. It offers multiple benefits, including residency without the need for a sponsor, the ability to sponsor family members, and full ownership within the country in accordance with applicable laws. This initiative is part of the UAE’s strategy to strengthen its position as a global hub for innovation and excellence, and to attract distinguished minds to contribute to the journey of sustainable development.

The new passport is sent to the UAE Embassy in the country selected during the application process, where the applicant can collect it.

A personal photo sized 3.5×4.5 cm with a white background.
A letter from the embassy explaining the reasons for the applicant’s presence outside the country.
The old passport must be presented when receiving the new one.

This service is intended for UAE citizens who are outside the country and wish to renew their passports that have expired or are about to expire (less than a year remaining).

A valid passport with less than a year remaining before expiry.
The applicant must have a signature and fingerprint registered on the Emirates ID if they are over 15 years old.
The applicant must be over 21 years old to obtain a passport valid for 10 years, and under 21 to obtain a passport valid for 5 years.

The passport is delivered to the address specified by the applicant through the approved delivery company. The previous passport must be presented to the delivery agent upon receipt.

10 years for those aged 21 and above.
5 years for those under the age of 21.

Yes, the following categories are exempt from fees:
Individuals covered by the Social Security Law.
People of determination and individuals with autism.
In cases of material errors attributable to the authority.

10 AED application fee.
40 AED for a 5-year passport issuance.
90 AED for a 10-year passport issuance.
15 AED delivery fee.

48 hours after fulfilling all requirements.

A personal photo sized 3.5×4.5 cm with a white background.
The photo must be recent and comply with the specifications of the International Civil Aviation Organization (ICAO).

You can access the service through the authority’s smart application or official website.

The head of the family or a legally authorized representative is eligible to apply for the service on behalf of citizen family members, or the applicant themselves if they have reached the legal age.

Through reflecting the data in the smart application or the official website.

You can access the service through the authority’s smart application or official website.

48 hours after completing the requirements.

The applicant must be a UAE citizen.
If the family data is being issued based on a marriage contract from outside the country or one that is more than a year old, a certified certificate of continued marriage must be provided.
A no-objection letter is required in certain special cases, such as marriage to a non-citizen.
A widow without registered children may issue a new family data record in her name.

Issuing family data for the first time
Modifying family data (such as: adding a newborn, correcting a name, removing a wife, adding a wife, separating a divorced woman, or separating a widow)

The head of the family (UAE citizen) is eligible to apply for the service.

It is a service that allows Emirati citizens to issue or update the family’s statistical record, including data related to marriage, divorce, death, and children.

The application must be submitted by a licensed tourism establishment
A bank balance of $4,000 is required for the multi-year visa
Health insurance and a travel ticket are required
Passport must be valid for at least 6 months
Permitted duration of stay:
30, 60, or 90 days
For the 5-year multiple-entry visa: stay must not exceed 90 days per visit, with a maximum of 180 days per year

It is sent via email and can be downloaded electronically immediately after issuance.

48 hours after fulfilling all requirements.

Yes, most visas can be extended once or more based on the authority’s decision, provided that the total duration does not exceed the allowed limit (e.g., 180 days for certain types).

Ranges between :
30 to 90 days (most types of visit visas)
60 to 120 days (job exploration, business establishment)
96 hours (transit visa)
5 years multiple entry (for some tourist visas)

A colored personal photo with a white background
A copy of the passport (valid for more than 6 months)
Return flight ticket (in some cases)
Valid health insurance
Additional specific documents depending on the type of visa

You can apply through the following channels
The smart application
The official website of the Authority
Authorized typing and tourism offices

The visitor themselves,
the sponsor (such as a family head, employer, tourism establishment, educational institution, or medical facility),
or government or private entities, depending on the type of visa.

It is a service that allows the issuance of a visa permit to enter the country for various purposes such as tourism, visiting a relative, business assignment, study, medical treatment, exploring job opportunities, establishing a business, and more

Please visit the nearest identity service center to have the card examined and the issue identified.
If the problem is due to a manufacturing defect, such as a damaged chip, the card will be replaced free of charge.
However, if the issue is caused by misuse, the customer will be required to apply for a replacement ID card due to damage.

Yes, it is issued with the same validity period as the lost or damaged card.

You can apply for a replacement ID card (lost/damaged) through:
the smart application, the official website, authorized typing centers, or customer happiness centers.

A fine of AED 20 is imposed for each day of delay, up to a maximum of AED 1,000. The fine starts after 30 days from the ID card’s expiration date.

Upon its expiry, and it is recommended to apply 30 days before the expiration date to avoid fines

Anyone who has not previously registered or been issued an ID number, from the following categories:
UAE citizens, GCC nationals, and visitors wishing to obtain a residence permit in the UAE.