Ports, Customs and Free Zone Corporation launches comprehensive Artificial Intelligence Strategy

In a strategic move underscoring Dubai’s firm commitment to digital government transformation, the Ports, Customs and Free Zone Corporation (PCFC) has officially adopted and launched its comprehensive Artificial Intelligence (AI) Strategy.

This initiative is in alignment with the directives of H.H. Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Chairman of the Board of Trustees of Dubai Future Foundation (DFF) to accelerate the adoption of AI solutions across sectors.

The newly launched AI strategy stems from PCFC’s overarching corporational strategy and aims to embed AI as a way of life within the workplace. It is designed to transform all services into intelligent, self-managed processes that deliver seamless and efficient customer service.

The launch coincides with the start of "Dubai AI Week," a five-day event held from April 21 to 25, featuring broad local and international participation.

Nasser Al Neyadi, CEO of the Ports, Customs and Free Zone Corporation, emphasised that the new AI-powered smart strategy represents a transformative shift in the Corporation’s operations. It aligns with the goal of becoming a fully integrated smart government entity, through actionable plans supported by AI technologies that extend through the end of 2025, with a strong focus on enhancing customer experience and satisfaction through efficient, high-speed services.

Al Neyadi explained that the Corporation aims to function as a unified digital ecosystem powered by intelligent systems. Key features of this transformation include automating services into real-time operations, simplifying procedures using smart processing technologies, issuing no-objection certificates (NOCs) via AI, and deploying smart voice and text response systems to ensure instant and effective customer support.

He added that the strategy is built on 20 core pillars, including automation, intelligent data analysis and forecasting, system integration, data security and regulatory compliance, and the certification of all IT staff in international AI programs by the end of 2025. The plan also includes the development and rollout of advanced digital services for all client-facing systems.

Dr. Mohammed Jumaa Rahma, Executive Director of Technology and Digital Transformation at PCFC, stated that under the phased implementation plan, the Corporation aims to launch smart systems for the Dubai Maritime Authority by June 2025, making it the first business unit to benefit from the transformation. These systems will then be rolled out to other business units, with full integration scheduled for completion by the end of the year.

Dr. Rahma highlighted that the strategy development, system design, and AI infrastructure were all executed internally by PCFC teams — a testament to the leadership’s confidence in national talent and its commitment to empowering local expertise to lead Dubai’s digital future on a global scale.

He added that the Corporation has also begun developing a smart assistant named "Naham," which will serve as an integrated digital interface for external customers. Equipped with an intelligent voice interaction system, Naham is designed to deliver a personalised and rapid experience based on deep understanding of user needs. It will be available 24/7 across multiple digital platforms, including the PCFC website, WhatsApp (800990), and the Corporation’s smart app.