Ministry of Finance Advances Digital Transformation Through Customer Council Initiative
The Ministry of Finance convened its Customer Council in Dubai to progress Phase Three of the Zero Government Bureaucracy Programme, engaging strategic partners in reimagining financial services through Agentic AI and customer-centred design.
The Ministry of Finance has convened its Customer Council in Dubai as part of Phase Three of the Zero Government Bureaucracy Programme, representing a significant milestone in the nation’s digital transformation journey. The gathering brought together Fatima Yousif Al Naqbi, Acting Assistant Undersecretary for the Support Services Sector, alongside strategic partners and customers to collaboratively enhance the efficiency of the financial ecosystem.
This customer-centred initiative reflects a sophisticated approach to governance innovation, positioning clients and stakeholders as principal architects in the redesign of financial services. The Council provided a collaborative platform through which national objectives are translated into practical workstreams and measurable outcomes, ensuring that service development remains grounded in genuine user needs.
Participants engaged in hands-on sessions exploring the deployment of Agentic AI across six pivotal areas of financial operations: Budget Preparation, Transfer of Financial Allocations Between Chapters and Programmes, Request to Impose or Modify Fees for Federal Agencies Services, Employee Payroll Procedures, Government Procurement, and Final Account Preparation Cycles. These sessions examined how artificial intelligence could be responsibly deployed directly within each domain, identifying supporting tasks, required data inputs, verification stages and essential safeguards before implementation.
Ms Al Naqbi emphasised that Phase Three marks a transition from procedural reduction towards proactive transformation of services into autonomous, time-saving processes. She noted that meaningful improvement originates in the everyday experiences of customers and employees, making their engagement as design partners essential to anticipating and meeting expectations.
The Ministry of Finance’s achievements during 2024 and 2025 have established a robust foundation for this new phase, having successfully eliminated bureaucratic obstacles and streamlined numerous transactions. Phase Three advances this momentum by harnessing Agentic AI capabilities to enhance operational efficiency, accelerate service delivery and elevate customer experience whilst maintaining the highest governance standards.
The Council’s sessions enabled customers and strategic partners to test proposed concepts directly, providing invaluable feedback on usability and opportunities for refinement. Their insights will guide implementation teams in developing flexible, proactive digital solutions that reflect actual user requirements and establish robust frameworks for performance monitoring.
Launched by the UAE Government in 2023, the Zero Government Bureaucracy Programme contributes significantly to achieving the aspirations outlined in the ‘We the UAE 2031’ vision. The initiative seeks to eliminate unnecessary burdens whilst promoting effective, secure adoption of artificial intelligence, thereby driving economic growth, strengthening the business environment and supporting the UAE Government’s ambition to deliver world-class public services.
Source: WAM