The UAE has launched a unified framework for redesigning government services around artificial intelligence assistants, advancing a model in which AI systems can understand what a customer needs, coordinate with government entities and complete requests on the user’s behalf.
The National Committee for the Agentic AI Project unveiled the Government Experience Design Guide as part of efforts to move public services away from procedure-heavy digital journeys and towards AI-led experiences focused on delivering a final outcome.
The announcement was highlighted in a post by the UAE Government Media Office on Friday, which said the guide was introduced during a specialised workshop attended by officials and teams working across government services and artificial intelligence in federal ministries and entities.
According to the post, the framework sets common principles aimed at reducing repeated requests for information, keeping customers informed throughout the process and protecting privacy and security. The guide also calls for a seamless handover to a specialist employee when human intervention is required, without making the customer repeat the request.
UAE moves from government procedures to AI-powered outcomes
Under the proposed model, customers would no longer be expected to identify the authority responsible for their request, work through individual requirements or follow each stage of the process themselves, according to UAE news platform 24.ae.
Instead, the AI assistant would interpret the request, determine the steps required, use information already available across government systems and coordinate with the relevant entities to complete the service.
The guide also covers unified and secure payments, clear confirmation of final outcomes, and mechanisms allowing customers to ask questions, correct information or challenge a result.
H.E. Mohammed Rashid bin Taliah, Assistant Minister of Cabinet Affairs for Government Knowledge Exchange and head of the Government Services track of the Agentic AI Project, described the shift during the workshop as a transfer of responsibility for completing a service from the customer to the government.
He noted that success would be measured not by the number of interactions between a user and an AI assistant, but by whether the system can actually complete the requested service.
The framework further calls on entities to understand a customer’s intention before launching procedures, reuse information already submitted to government bodies and obtain consent before taking action.
The initiative forms part of the UAE’s wider push to embed agentic AI into government operations, with federal entities being supported in redesigning services around outcomes rather than individual procedures.
