Dubai: Dubai Police handled more than 1.3 million calls through its Command-and-Control Centre during the second quarter of 2026, while maintaining exceptional emergency response standards and advancing efforts to enhance operational efficiency through innovation and customer feedback.Major General Hareb Al Shamsi, Deputy Commander-in-Chief for Criminal Affairs, said customer observations, suggestions and complaints play a vital role in improving the quality of administrative and security services provided across police stations and general departments. He described customers as strategic partners in Dubai Police’s journey towards continuous development and global leadership.Dubai Police uses a "mystery shopper" mechanism to contact customers after they receive a service, measure satisfaction levels, gather feedback and transform suggestions into improvement opportunities that enhance services, increase operational efficiency and strengthen a culture of continuous improvement in line with international best practices.His remarks came during the General Department of Operations’ second-quarter performance review meeting, 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 several senior officers.The meeting reviewed operational performance indicators, assessed 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 also reviewed a specialised workforce study focused on staffing requirements within the Command-and-Control Centre and measures to further improve operational efficiency, emergency response and round-the-clock operations.Performance figures showed that the Command-and-Control Centre handled more than 1.3 million calls during the second quarter, while achieving a 99.8% compliance rate in answering emergency calls within 10 seconds, significantly exceeding the target of 97%.Dubai Police also recorded 98.8% patrol coverage across police station jurisdictions during the reporting period, surpassing the 97% target and highlighting the effectiveness of its patrol deployment strategy and rapid-response capabilities.Major General Al Shamsi said the results reflect the continued advancement of Dubai Police’s operational system 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 added that continuous improvement is no longer an option but a fundamental principle that strengthens policing readiness and enhances services provided to the community.Al Shamsi also praised the Command-and-Control Centre’s performance during recent exceptional circumstances, highlighting its ability to receive and manage emergency reports efficiently, dispatch patrols and coordinate with relevant authorities according to the highest standards of operational readiness.He stressed the importance of accelerating the integration of artificial intelligence into operational processes in line with Dubai Government’s goal of transforming 50% of government operations into AI-supported processes. He said AI will enhance decision-making, improve response times and maximise the use of big data to support policing and future readiness.At the conclusion of the meeting, Major General Al Shamsi honoured 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 recognising excellence remains a core institutional approach that motivates talent, reinforces a culture of excellence and encourages positive competition across Dubai Police.
