ICP unveils AI-driven future at Zero Bureaucracy Expo in Abu Dhabi

The Federal Authority for Identity, Citizenship, Customs & Port Security (ICP) organized the “Zero Bureaucracy Expo” under the theme “Shared Bundles and Services”, on Wednesday, July 16, 2025, in Abu Dhabi. The event was part of the second edition of the Authority’s Zero Bureaucracy Month, which runs from June 23 to July 23 each year.

In the opening session, Major General Suhail Saeed Al Khaili, Director General of the ICP, affirmed that achieving the objectives of the Zero Bureaucracy Program is a strategic priority for the Authority. He emphasized the ICP’s commitment to building an innovative and leading government service ecosystem that enhances customer satisfaction, meets current and future expectations, and supports the UAE’s global leadership in this domain.

“Since the launch of the Zero Bureaucracy Program,” Major General Al Khaili stated, “we have successfully implemented pioneering projects and initiatives in collaboration with our strategic partners, reinforcing the UAE’s leadership in reducing bureaucracy. We have also effectively instilled a culture of zero bureaucracy within the community. Today, the ICP is focusing its efforts on several key strategic directions in advancing service delivery and minimizing bureaucratic processes.”

He further highlighted the Authority’s future strategic focus areas, which include leveraging artificial intelligence to enhance service systems and user experiences—both in back-end systems and front-end applications—along with developing integrated government service bundles, and simplifying user journeys through service integration. These initiatives are being pursued in partnership with other government entities and the private sector, supported by digital readiness and institutional data exchange capabilities.

AI service system 

Major General Al Khaili explained that the ICP has successfully integrated artificial intelligence into its back-end service systems, achieving notable results. These outcomes will serve as the foundation for extending AI to front-end applications, aiming to enhance customer experiences and overall community satisfaction.

The forum included a panel discussion led by Major General Saeed Salem Balhas Al Shamsi, Acting Director General of Identity and Foreigners Affairs at ICP. He emphasized the importance of evolving government service systems using innovative strategies and creative solutions to address challenges faced by service users, while streamlining procedures. He noted that the UAE’s visionary leadership provides unwavering support for the implementation of innovative ideas to solidify the country’s regional and global leadership.

He added that the ICP has a comprehensive and ambitious future roadmap to develop its services for citizens, residents, and visitors, aimed at reducing procedures, shortening service delivery times, and enhancing the user journey in alignment with the UAE’s standards for exceptional government services.

The event also featured presentations from key partners, including the Ministry of Foreign Affairs, Emirates Health Services, the Federal Authority for Government Human Resources, and Ajman Digital Government. These entities showcased their experiences in transforming service systems and reducing bureaucracy through digital transformation and active user participation in service design and development.

Adopting the Zero Bureaucracy Program

Dr. Ahood Ali Shehail, Director General of Ajman Digital Government, highlighted Ajman Government’s pioneering role in adopting the Zero Bureaucracy Program, supported by Sheikh Ammar bin Humaid Al Nuaimi, Crown Prince of Ajman and Chairman of the Executive Council. She noted that the launch of the Next Generation Services program is a bold step placing the user at the center of priorities, utilizing modern technology to eliminate complexities and enhance service efficiency—paving the way for a flexible, forward-thinking digital government focused on people.

Dr. Shehail explained that the Next Generation Services program, which combines the Zero Bureaucracy Program with the Comprehensive Experience initiative, reflects Ajman Government’s deep commitment to redesigning the public service system. This approach aims to elevate service quality and enhance user experiences through the adoption of cutting-edge technologies and digital innovations. She confirmed that the program has received significant engagement from various government entities, reflecting their high level of awareness of future requirements.

She concluded, “At Ajman Digital Government, we remain steadfast in supporting this critical transformation by strengthening digital infrastructure and empowering entities to adopt unconventional solutions that create real impact in people’s lives. Our goal is to deliver proactive, seamless, and human-centered services through a future-ready government.”