How Dubai Police answered 99.8pc of emergency calls within 10 seconds
Senior officials review performance and future operational readiness plans
DUBAI – Dubai Police handled more than 1.3 million calls through its Command-and-Control Centre during the second quarter of 2026, delivering one of its strongest emergency response performances while continuing to strengthen policing services through innovation and customer feedback.
The force recorded a 99.8 percent compliance rate in answering emergency calls within 10 seconds, comfortably exceeding its target of 97 percent. The latest figures were reviewed during the General Department of Operations' second-quarter performance meeting, where senior officials also discussed future projects and operational readiness.
Major General Hareb Al Shamsi, Deputy Commander-in-Chief for Criminal Affairs, said customer observations, suggestions and complaints remain central to improving administrative and security services across Dubai Police. He described customers as strategic partners in the organisation's ongoing efforts to achieve continuous development and maintain global leadership in policing services.
Mystery shopper mechanism
Al Shamsi explained that Dubai Police uses a "mystery shopper" mechanism to contact customers after they have received a service. The process measures satisfaction levels, gathers feedback and identifies opportunities to improve services, enhance operational efficiency and reinforce a culture of continuous improvement in line with international best practices.
His remarks came while chairing the General Department of Operations' second-quarter performance review meeting. The session 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, along with several senior officers.
The meeting assessed operational performance indicators, reviewed the implementation of previous decisions and examined future projects designed to strengthen operational capabilities and ensure Dubai Police remains prepared to respond to evolving security challenges.
Officials also reviewed a specialised workforce study focused on staffing requirements within the Command-and-Control Centre. The study explored measures to further improve operational efficiency, strengthen emergency response capabilities and support uninterrupted operations around the clock.
Operational results
Performance statistics showed that the Command-and-Control Centre managed more than 1.3 million calls during the second quarter while maintaining a 99.8 percent compliance rate in answering emergency calls within 10 seconds. The result significantly surpassed the force's target of 97 percent.
Dubai Police also exceeded its patrol deployment target during the reporting period. Patrol coverage across police station jurisdictions reached 98.8 percent, outperforming the 97 percent benchmark and reflecting the effectiveness of patrol deployment strategies and rapid response capabilities across the emirate.
Al Shamsi said the latest achievements highlight the continued development of Dubai Police's operational system through close coordination between the General Department of Operations and police stations. He added that the organisation's performance-driven approach, built around innovation and measurable outcomes, has made continuous improvement a fundamental principle for strengthening policing readiness and enhancing community services.
He also praised the performance of the Command-and-Control Centre during recent exceptional circumstances, noting its ability to efficiently receive and manage emergency reports, dispatch patrols and coordinate with relevant authorities while maintaining the highest standards of operational readiness.
AI integration
Looking ahead, Al Shamsi emphasised the importance of accelerating the integration of artificial intelligence across operational processes in line with the Dubai Government's objective of transforming 50 percent of government operations into AI-supported processes.
He said wider AI adoption will enhance decision-making, improve response times and maximise the use of big data to strengthen policing capabilities and future readiness.
At the end of the meeting, Al Shamsi honoured the best patrol supervisors from police stations across Dubai in recognition of their outstanding field performance and contribution to strengthening security and ensuring rapid responses to emergency reports. He said recognising excellence remains a key institutional approach that motivates talent, reinforces a culture of excellence and encourages healthy competition throughout Dubai Police.