Sharjah Economy: Qualitative results in developing services and improving customer experience

Sharjah, February 16 / WAM / His Excellency Hamad Ali Abdullah Al Mahmoud, Head of the Department of Economic Development, confirmed that the Department achieved qualitative results during the year 2025 in terms of developing services and improving the customer experience by building an integrated system that starts from the needs of the customer, raises the efficiency of institutional performance and supports the sustainability of the local economy through the presence of 84,443 economic establishments in Sharjah.

He pointed out that the digital transformation of services pursued by the department went beyond the technical dimension to include operational thought and work mechanisms through re-engineering services, developing advanced digital platforms, and updating core technical systems, in addition to the department’s keenness to adopt artificial intelligence systems, manage them effectively, and develop a flexible digital infrastructure ready to keep pace with technological changes, ensuring the provision of advanced government services that keep pace with future aspirations and facilitate quick and effective communication of customers with the department.

The department’s launch of the service for issuing a trade name using artificial intelligence techniques comes in a qualitative step that enhances the process of digital transformation in the department and aims to improve the experience of providing services to individuals and companies. By implementing the service for issuing trade names using artificial intelligence, the department seeks to provide an innovative and rapid experience for beneficiaries that relies on artificial intelligence techniques to analyze the nature of commercial activity and suggest innovative names that are compatible with regulatory regulations.

The department also launched the instant license service in July 2025, which has achieved positive results since its launch, as the number of instant licenses issued reached 1,165. These efforts are integrated with a network of 18 service centers spread across various regions of the emirate, ensuring easy access to services and achieving a flexible and effective customer experience that meets the aspirations of investors and entrepreneurs.

The head of the department revealed a growth in the total number of business licenses issued and renewed by 7%, with issued licenses recording a remarkable growth of 34% and renewed licenses growing by 4%, which reflects the vitality of economic activity and the expansion of the business base.

He explained that business licenses issued achieved a remarkable increase in growth rates, with (home) accreditation licenses topping the list with a growth rate of 57%, followed by electronic commerce licenses with a growth rate of 50%, then professional licenses with a rate of 42%, while commercial licenses recorded a growth of 30% and industrial licenses with a growth rate of 17%, which confirms the diversity of the economic base and the multiplicity of investment opportunities in the emirate.

Al Mahmoud pointed out that the city of Sharjah continued to lead with the issuance of 8,800 licenses and a growth of 30%, while the central region achieved a growth of 40%, while the eastern region recorded the highest growth rates, with the growth rate reaching 68%, especially the Khor Fakkan branch, which achieved a jump of 126% in a clear indication of the success of the balanced development strategy.

He stressed that the industrial sector maintained stable growth, with the total number of industrial licenses increasing by 8% and the increase in licenses issued by 17% and renewed by 7%, which enhances Sharjah’s attractiveness as an industrial environment supportive of investment.

The percentage of national licenses issued increased by 12%, while renewed licenses grew by 2%, bringing the total growth in national licenses to 3%. These indicators reflect the vitality of economic activity in the emirate and the increasing demand for establishing national businesses, reflecting the attractive investment environment and its role in supporting business growth.

He explained that foreign ownership licenses recorded an overall growth of 18%, with issued licenses increasing by 25% and amended ones increasing by 16%, which reflects foreign investors’ confidence in the stability and flexibility of Sharjah’s economy.

He pointed out that the e-commerce sector continued its rapid growth, as e-commerce licenses increased by a total of 33%.

He stressed that the department carried out 262,615 thousand oversight rounds during 2025, noting that the Sharjah Economy dealt with 16,627 commercial protection complaints during the past year. Indicators for the year 2025 showed a decrease in consumer protection complaints transactions by 3% and a decline in service agent complaints by 2%, which reflects the development of the level of commitment in the markets, and that the department dealt with these indicators quickly, as the rate of resolving and closing complaints reached 97%, which reflects the efficiency of the regulatory system and the department’s keenness. To protect consumer rights and regulate markets.

The Department launched the Elite Initiative, which is a distinguished service for a selected category of leading commercial companies in the emirate to enhance their role in the local economy and create an environment of motivation and appreciation for best practices in the private sector. It organized a number of meetings with investors and entrepreneurs within its “Sharjah Economic Council” initiative, with the participation of a number of company owners, investors and entrepreneurs from various sectors to discuss ways of joint cooperation between the Department and representatives of companies from the private sector and to provide them with all laws and legislation issued related to their activities and to provide the best services, in a way that enhances Sharjah’s position in The economic map and the development of all sectors in the emirate to comply with the highest quality standards in accordance with the highest international practices and to support the various economic sectors and their sustainability.

The department continued to strengthen the integration system with government agencies, as the total number of agencies linked within the integration system reached 42 local and federal agencies, which contributes to unifying procedures, exchanging data in a safe and effective manner, accelerating the completion of transactions, and reducing duplication of requests.

The department recorded 91 diverse participations in economic events, exhibitions, conferences and forums, reflecting its keenness to enhance its institutional presence, exchange experiences, and learn about the best global practices.

Al-Mahmoud explained that the Emiratisation rate in the Department of Economic Development reached 97%, an achievement that reflects the Department’s commitment to qualifying national competencies and enabling them to lead the process of economic development.

He stated that Sharjah Economy achieved a rate of 96.8% in the customer satisfaction rate with the department’s services, according to the department’s data regarding a survey measuring the extent of customer satisfaction with the services provided to them.

The department also achieved two additional certificates according to international standards (ISO), bringing the number of certificates to 12.

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