“Identity, Nationality, Customs and Port Security” reviews 4 innovative projects that employ artificial intelligence to serve customers

The Federal Authority for Identity, Citizenship, Customs and Port Security will review 4 innovative projects during its participation in the 45th session of the “GITEX Global 2025” exhibition, during the period from October 13 to 17, 2025 at the Dubai World Trade Center, which reflects the Authority’s leadership in optimally utilizing human and technical resources and employing the latest technologies and applications in developing the smart services system.

The list of projects participating in the exhibition includes 4 diverse projects, namely the smart car for violators, the smart facial fingerprint, the smart call center, and the labor assistance services – the work package, as these projects employ artificial intelligence technologies and modern verification and communication systems and applications in completing tasks and operations and activating communication with customers.

Major General Suhail Saeed Al Khaili, Director General of the Authority, stressed that developing operational processes and the smart services system to meet customers’ aspirations and future needs comes at the forefront of the Authority’s strategic objectives, and it represents the focus of the internal work system, based on the directives of the wise leadership and the policies of the federal government.

He added that the projects that the Authority is reviewing during the current session of the GITEX Global exhibition are characterized by their use of artificial intelligence in providing and completing services and developing operational processes. These projects are also distinguished by being innovative projects with the ideas and hands of citizens affiliated with the Authority, indicating the Authority’s keenness to follow the rapid technical development through the digital transformation sector and maximize the benefit from new applications and technologies in achieving… Developing and improving existing services and creating new services that delight customers and support the community’s quality of life.

Smart car violators

Major General Suhail Saeed Al Khaili pointed out that the smart violators car project is an innovation in field monitoring methods through the development of a mobile smart field vehicle, equipped with real-time visual monitoring and analysis systems using artificial intelligence, with the aim of supporting field inspection teams and enhancing the efficiency of processing visa and residency violations in an immediate and safe manner, reducing reliance on traditional inspection methods, and accelerating response to emergency situations. Using automated situational analysis.

The smart car project for violators consists of a smart vehicle equipped with surveillance cameras and instant visual analysis using artificial intelligence, a system to identify violators and analyze their data in the field and in real time, in addition to an internal operating panel that uses prediction techniques and contributes to direct decision-making, as well as a direct and secure link with the authority’s databases to ensure accuracy of processing.

During its participation in the exhibition, the Authority provides an actual presentation of the field vehicle and explains its smart operating mechanism, highlighting the integration between smart solutions and control practices, in addition to displaying live scenarios for monitoring, analysis and verification using an interactive screen, while clarifying the impact of using artificial intelligence in enhancing operational efficiency and speed of field response.

Smart face fingerprint

The Director General of the Authority said that the “Smart Face Fingerprint” project represents an integrated digital system that provides smart services of a proactive nature, based on artificial intelligence techniques, and supports the smooth movement of customers through flexible paths, while providing modern and secure means of payment, in a way that enhances response efficiency and achieves the goals of sustainability and institutional digital transformation.

He added, “The project aims to accelerate verification procedures and access to services in a safe and proactive manner, as well as integration between various government and private systems and platforms, and to support institutional decision-making through real-time analytical control panels that reflect usage behavior and interactive patterns.”

The project consists of multiple verification systems that include biometric and digital data (biometric and biometric fingerprints – personal photo – ID number), smart technologies to analyze customer behavior and customize services based on recurring patterns, as well as systems for automatically capturing and updating the image to ensure the accuracy and updating of the identity.

The Authority’s participation in the exhibition includes a direct presentation of the customer’s experience in using the smart facial fingerprint within a comprehensive digital verification environment, and a review of the advanced uses of the smart facial fingerprint at the personal level, and in the sectors of tourism, health, finance, and smart registration, as well as displaying the project’s capabilities in customizing the service based on the user’s characteristics and digital record.

Smart call center

Major General Suhail Al Khaili pointed out that the smart call center represents a strategic shift in the methods of providing support and services to customers, through the creation of an advanced voice platform supported by artificial intelligence technologies, capable of understanding inquiries, processing requests, and providing immediate answers with high efficiency without direct human intervention.

He stressed that the project contributes to improving the quality of communication with customers, accelerating response, and reducing the number of repeated calls and waiting time through accurate and smart responses, as well as enabling the customer to obtain the service without the need to communicate directly with the employee, thus supporting the authority’s digital transformation plan by replacing traditional models with a flexible and expandable system.

The smart call center consists of an interactive voice response system that works with artificial intelligence and understands multiple dialects, and an advanced infrastructure capable of effectively managing more than 20,000 calls per day, in addition to a real-time data-based analysis and response system, and integrated support across various channels (voice – digital – service centers).
Supportive labor services – work package

The Director General of the Authority added that, as part of the Authority’s endeavor to facilitate the journey of domestic workers’ customers and enable them to obtain services easily and conveniently, domestic workers’ services were launched within the “Work Package” in cooperation with the Ministry of Human Resources and Emiratisation and medical authorities and institutions in the country, so that individuals (citizens, citizens of Gulf Cooperation Council countries, residents) can provide services for domestic workers through only one platform and with the fewest possible steps and inputs.

He stressed that the auxiliary labor services within the “Work Package” achieve the goals of the Zero-Bureaucracy Program and the principles of the UAE government’s promise for future services, and also contribute to providing government services that focus on improving the customer experience, raising government efficiency, and enhancing the competitiveness and attractiveness of the UAE as an ideal global destination for living and working.

This project enables customers to complete services for issuing, renewing and canceling residency permits for domestic workers, and medical examination services through the unified digital platform of the “Work Package”, as the channels for obtaining services, the number of required steps and visits, the documents and the duration of completing transactions have been reduced.