UAE MoHAP’s Customer Voice platform aims to improve customer experience

The UAE's Ministry of Health and Prevention (MoHAP) is shaking things up at Arab Health 2025. Enter "Customer Voice," a cutting-edge platform designed to transform healthcare services by harnessing artificial intelligence and next-generation technologies. This isn't just another feedback tool — it's a potential game-changer that streamlines service delivery, cuts bureaucracy, and puts customers in the driver's seat.
"Harnessing advanced technologies together with artificial intelligence can play a pivotal role in simplifying the customer journey," says H.E. Abdullah Ahmed Ahli, Acting Assistant Undersecretary for the Support Services Sector at MoHAP.
With a bold vision for the future, the UAE is taking a giant leap toward smarter, more responsive healthcare services.
How does it work?
At its core, "Customer Voice" is all about making healthcare services smoother, faster, and smarter. The platform collects and analyzes customer feedback in real time, using AI-driven data analysis to detect patterns and predict needs. With these insights, MoHAP can fine-tune services, cut transaction times, and ensure healthcare systems work seamlessly together. It's a win-win for all parties — patients get better service, and healthcare providers get the tools they need to keep up with rising expectations.
But that's not all. MoHAP has crafted a step-by-step plan to ensure this platform delivers. From building a strong technical infrastructure to training specialists and constantly measuring performance, every detail is accounted for.
"The 'Customer Voice' platform represents a major leap forward in enhancing the competitiveness of the healthcare sector," added H.E. Abdullah Ahmed Ahli.
By integrating smart technology and customer insights, the ministry is making healthcare feel less like a chore and more like an experience tailored to individual needs.
Why does it matter?
Long wait times, confusing processes, and red tape — these are the headaches "Customer Voice" aims to erase. By simplifying procedures and prioritizing transparency, the platform is flipping the script on traditional government services.
"We aim to redesign proactive service while utilizing artificial intelligence technologies to analyze customer trends and forecast their needs," says Amal Al Marzouqi, Manager of Customer Happiness Centres at the Ministry.
This shift isn't just about efficiency; it's about trust. Healthcare decisions impact lives, and by putting patients at the center, MoHAP is fostering a system where feedback leads to real action. The ministry is committed to keeping a close eye on performance, tracking response times and satisfaction levels to ensure continuous improvement. With "Customer Voice," the goal is simple — create a healthcare experience that's fast, responsive, and, most importantly, people-focused.
The context
The UAE has always been a pioneer in leveraging technology to elevate government services, and "Customer Voice" is a testament to that vision. Aligned with the nation's Zero Government Bureaucracy programme, the platform embodies a future where public services run smoothly, efficiently, and with minimal red tape. By 2031, the UAE aims to be among the world's top nations in government service quality, and initiatives like this are paving the way.
From patients and their families to healthcare institutions and strategic partners, "Customer Voice" is built for everyone in the system.
"The platform is uniquely designed to collect and process feedback from all stakeholders, ensuring immediate responses and prioritizing transformation," added Al Marzouqi.
💡Did you know?
You can take your DHArab experience to the next level with our Premium Membership.👉 Click here to learn more
🛠️Featured tool
monday
Built for a new way of working, monday is a stunning project management tool that enables the whole team to collaborate, share updates, see the performance, comments, and more.
👉 Click here to learn more
