A recent report by Boston Consulting Group (BCG) highlights the Gulf Cooperation Council (GCC) region’s success in digital government services, with Saudi Arabia, Qatar, and the United Arab Emirates (UAE) emerging as global leaders in citizen satisfaction. The sixth edition of BCG’s GCC Digital Government Citizen Survey shows that the region’s integration of digital services into daily life is setting new standards for efficiency and accessibility in public service.
GCC countries have outperformed the global average, with a net satisfaction score of 81%. Citizens in the region also use digital government services 22% more frequently than the global average, reflecting both high engagement and strong governmental commitment to delivering quality digital experiences. A significant 76% of GCC citizens now embrace AI-powered government services, which utilize virtual assistants and personalized solutions to enhance accessibility and efficiency. Furthermore, 42% of respondents expect government services to meet or exceed private-sector standards in 2024, highlighting high expectations for public service.
Rami Mourtada, Partner & Director of Digital Transformation at BCG, noted, “GCC citizens are increasingly holding their governments to the same standards as major tech players, expecting rapid, innovative solutions that meet their needs efficiently and seamlessly. Governments in the region are rising to these expectations by embracing a digital-first approach and keeping pace with global tech trends. The potential of Generative AI promises further transformation, and continued investment and innovation are key to sustaining leadership in government services.”
GCC Leading in AI Trust and GenAI Integration
The report reveals that GCC citizens trust their governments’ use of AI in digital services, with a net trust score of 71%, which is 49 percentage points higher than the global average. This trust is accompanied by substantial public sector investments in AI and digital infrastructure. Saudi Arabia’s National Strategy for Data and AI is projected to contribute SAR500 billion ($133.3 billion) to the GDP by 2030, while Qatar is collaborating with Qatar University and tech providers to train ICT professionals in AI, 5G, and cloud computing. The UAE’s Technology Innovation Institute has become a leader in AI by developing the open-source Falcon LLM, further demonstrating the region’s strength in generative AI.
The GCC’s investment in AI has led to high levels of citizen satisfaction with digital services, fostering confidence in government use of AI. As global interest in GenAI grows, the GCC is well-positioned to shape the future of digital government services and set new global standards for AI-powered public services that respond to citizens’ evolving needs.
Dr. Lars Littig, Managing Director & Partner at BCG, emphasized, “The GCC stands at a real and unprecedented opportunity. Achieving cohesive digital transformation requires a strategic vision, strong governance, and effective coordination. Governments in the region are advancing data governance and responsible AI practices, treating data as a national resource to fuel smarter policy decisions.”
Strategic Recommendations for GCC Governments
To maintain their momentum and meet rising citizen expectations, BCG’s report outlines four key strategic pillars for GCC governments:
Innovate Continuously – Governments should stay agile and develop new digital features and services to meet evolving citizen needs and technological advancements.
Prioritize Usability – Addressing usability challenges and ensuring seamless, efficient touchpoints will enhance accessibility and satisfaction.
Accelerate AI and GenAI Adoption – Governments should deploy targeted AI applications in high-impact areas to maximize service quality and citizen engagement.
Focus on Trust-Building – Establish robust data governance frameworks focused on privacy, security, and transparency in digital and AI-enabled services.
These strategies aim to ensure responsible AI adoption while positioning GCC nations as leaders in digital governance, setting a global example of a balanced and forward-thinking framework.
The GCC’s success in digital government transformation underscores its commitment to delivering high-quality, accessible, and innovative public services. As governments in the region continue to invest in digital infrastructure, they are not only addressing current expectations but also laying the foundation for continued leadership in the global digital landscape.