Dubai Police exceed response targets with 1.3 million calls handled in Q2 2026

When every second counts: Dubai police answer 1.3 million calls

Dubai Police handled more than 1.3 million calls through its Command-and-Control Centre during the second quarter of 2026, achieving a 99.8 per cent compliance rate in answering emergency calls within 10 seconds and significantly exceeding its strategic benchmark of 97 per cent.

The force also recorded 98.8 per cent patrol coverage across police station jurisdictions during the reporting period, surpassing the 97 per cent target and demonstrating the effectiveness of its rapid-response deployment strategy across the emirate.

The performance represents a continuation of steady improvement in emergency response capabilities. In the fourth quarter of 2025, Dubai Police achieved a 99.5 per cent response rate within 10 seconds, a substantial increase from 91.1 per cent recorded in the same period of 2024. Over the full year of 2025, the force handled more than 7.3 million calls through the emergency hotline 999, with seven million answered within the 10-second threshold, achieving a 99 per cent response rate.

The figures were revealed during the General Department of Operations' second-quarter performance review meeting chaired by Major General Hareb Al Shamsi, Deputy Commander-in-Chief for Criminal Affairs. The meeting was attended by Major General Sheikh Mohammed bin Abdullah Al Mualla, Director of the General Department of Excellence and Pioneering, Brigadier Turki bin Faris, Director of the General Department of Operations, and senior officers.

Operational excellence and international recognition

Al Shamsi said the results reflect the continued advancement of Dubai Police's operational capabilities through close coordination between the General Department of Operations and police stations, supported by a performance-driven approach focused on innovation and measurable outcomes. He stressed that continuous improvement has become a fundamental principle that strengthens policing readiness and enhances services provided to the community.

The force's operational excellence has earned broader recognition. In 2025, Dubai Police achieved a 99.9 per cent score on the daytime safety perception index and received 51 awards including 12 international honors, reinforcing its position among leading global law enforcement organizations. Earlier in 2026, Dubai Police won first place in both road accident and trauma categories at the UAE Rescue Challenge held in February, where 15 specialized rescue teams participated in the event organized in collaboration with the World Rescue Organisation.

Customer engagement drives service quality

Al Shamsi said customer observations, suggestions and complaints play a key role in improving the quality of administrative and security services across police stations and departments, describing customers as strategic partners in Dubai Police's journey towards continuous development and global leadership.

He explained that Dubai Police uses a mystery shopper system to contact customers after they receive services, measure satisfaction levels, collect feedback and transform suggestions into opportunities for improvement. The approach helps enhance services, boost operational efficiency and reinforce a culture of continuous improvement in line with international best practices.

Strategic planning and workforce development

The meeting reviewed operational performance indicators, monitored the implementation of previous decisions and discussed future projects aimed at strengthening operational capabilities and ensuring Dubai Police remains prepared to address evolving security challenges.

Participants examined a specialized workforce study focusing on staffing requirements within the Command-and-Control Centre, along with measures designed to further improve operational efficiency, strengthen emergency response capabilities and support round-the-clock operations.

Al Shamsi praised the Command-and-Control Centre's performance during recent exceptional circumstances, highlighting its ability to efficiently receive and manage emergency reports, dispatch patrols and coordinate with relevant authorities while maintaining the highest levels of operational readiness.

Accelerating artificial intelligence integration

Al Shamsi emphasized the need to accelerate the integration of artificial intelligence across operational processes, aligning with a national framework announced in April 2026 under directives from President Sheikh Mohamed bin Zayed Al Nahyan to transform 50 per cent of federal government operations, procedures and services to autonomous artificial intelligence within two years.

According to Al Shamsi, artificial intelligence will enhance decision-making, improve response times and maximize the use of big data to support policing operations and future readiness.

Dubai Police has already established a foundation for AI integration. The force received ISO certification for its Artificial Intelligence Management System in May 2025, demonstrating institutional commitment to structured AI governance. By June 2024, Dubai Police had integrated artificial intelligence systems into 29 administrative operations across various departments, including a virtual officer named Amna and a smart application downloaded 7.9 million times offering 70 services in seven languages.

Recognition for field excellence

Al Shamsi honored the best patrol supervisors from police stations across Dubai in recognition of their outstanding field performance and contributions to strengthening security and ensuring rapid responses to emergency reports.

He said recognizing excellence remains a core institutional approach that motivates talent, reinforces a culture of excellence and encourages positive competition across Dubai Police.