Dubai Police’s 901 Call Centre Answers 713,000 Calls with 92% Satisfaction Rate
Exceptional Service Standards
The 901 Call Centre, a key service of the Dubai Police, has effectively managed over 713,000 non-emergency calls. The centre not only addresses public inquiries but also efficiently handles reports and service requests. In a recent announcement, officials highlighted that the centre has consistently met and even surpassed its performance targets, achieving a remarkable milestone of answering 100% of email inquiries within four hours for three consecutive years.
Customer satisfaction has also seen a significant boost, reaching 92.9% for the year 2024, according to internal assessments. Combined satisfaction across all service channels offered by Dubai Police—including the 901 hotline, the official website, and the smart app—rose above 98% in 2025.
Commitment to Community and Innovation
The Commander-in-Chief of Dubai Police commended the 901 team for their relentless dedication, asserting the necessity of expanding capabilities to cater to increasing public demand. “The 901 platform reflects our commitment to proactive and human-centred policing,” the Commander noted. He emphasized the importance of enabling residents and visitors to communicate easily and efficiently with Dubai Police.
The ongoing efforts are testaments to the Dubai Police’s broader objective of enhancing public communication and service accessibility.
Leveraging Advanced Technology for Service Improvement
During a recent tour of the Customer Happiness Operations Room, insights into new digital tools and artificial intelligence systems were shared. These innovative technologies are utilized to monitor and process service requests efficiently.
The incorporation of data analytics and AI allows the department to expedite response times while personalizing the service experience. “These innovations help us predict needs, reduce waiting times, and deliver services that truly enhance public happiness,” remarked the Commander-in-Chief.
The forward-thinking approach is seen as a template for smart government transformation, where technology improves operational efficiency and customer satisfaction.
Achievements in Service Excellence
The Dubai Police has also made strides in recognition for its outstanding initiatives. During a visit to the Research and Development Centre, the focus was on ongoing projects aimed at boosting efficiency, sustainability, and optimizing resources.
The General Department of Administrative Affairs has recently garnered three prestigious awards from the Dubai Quality Group, including accolades for Best Service (Customer Happiness), Best Innovation Team, and Best Digital Experience. These recognitions reflect the department’s commitment to excellence in service delivery.
Moreover, employee engagement is on the rise, with 140 new proposals submitted in the last year, showcasing the creative ideas contributed by staff members. In the area of healthcare services, the Services and Medical Affairs Division achieved a satisfaction rate of 97.7% among Dubai Police personnel, both locally and abroad.
Empowering Emirati Talent for Future Growth
At the conclusion of the visit, the Commander-in-Chief extended gratitude to the employees for their professionalism and affirmed the organization’s pledge to develop Emirati talent, particularly among the younger generation.
“The General Department of Administrative Affairs is key to our mission of delivering excellence, happiness, and sustainable policing,” he stated, reinforcing the importance of nurturing future leaders within the department.
The commitment to talent development ensures that Dubai Police remains well-equipped to meet future challenges while providing world-class service to the community.
Conclusion
The advancements within the 901 Call Centre and Dubai Police reflect an ongoing commitment to customer satisfaction, technological innovation, and community engagement. As the organization continues to evolve, it remains focused on delivering exceptional service powered by human-centered approaches and smart technological solutions.
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