Ports, Customs And Free Zone Corporation Unveils Comprehensive AI Strategy To Enhance Services

Dubai is taking a significant step towards digital transformation with the Ports, Customs and Free Zone Corporation (PCFC) launching its Artificial Intelligence (AI) Strategy. This initiative aligns with directives from H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum to boost AI adoption across sectors. The strategy aims to integrate AI into daily operations, making services intelligent and self-managed for improved customer service.

The launch of this strategy coincides with "Dubai AI Week," a five-day event from April 21 to 25, attracting both local and international participants. Nasser Al Neyadi, CEO of PCFC, highlighted that this AI-powered approach marks a significant shift in operations. The goal is to become a fully integrated smart government entity by 2025, focusing on enhancing customer experience through efficient services.

Al Neyadi explained that the Corporation plans to operate as a unified digital ecosystem using intelligent systems. Key elements include automating services for real-time operations, simplifying procedures with smart technologies, issuing no-objection certificates via AI, and deploying smart voice and text response systems for instant customer support.

The strategy is built on 20 core pillars such as automation, intelligent data analysis, system integration, data security, and regulatory compliance. By the end of 2025, all IT staff will be certified in international AI programs. Advanced digital services will be developed for all client-facing systems as part of this plan.

Dr. Mohammed Jumaa Rahma, Executive Director of Technology and Digital Transformation at PCFC, stated that the phased implementation plan aims to launch smart systems for the Dubai Maritime Authority by June 2025. This unit will be the first to benefit from the transformation before rolling out to other business units by year-end.

Dr. Rahma emphasised that PCFC teams internally executed the strategy development, system design, and AI infrastructure. This reflects leadership’s trust in national talent and commitment to empowering local expertise for Dubai’s global digital future.

Smart Assistant Development

The Corporation has also started developing "Naham," a smart assistant serving as an integrated digital interface for external customers. Equipped with an intelligent voice interaction system, Naham aims to provide personalised experiences based on user needs. It will be accessible 24/7 across various platforms like the PCFC website, WhatsApp (800990), and the Corporation’s app.

This strategic move underscores Dubai's dedication to becoming a leader in digital government transformation through innovative AI solutions that enhance efficiency and customer satisfaction.

With inputs from WAM