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Emiratisation in CX is natural call for this Dubai BPO

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Data Direct Group urges UAE private sector to hire more local talent

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Dubai-based leading BPO organisation Data Direct Group has urged the UAE’s private sector to follow the recent guidelines established by country’s Ministry of Human Resources and Emiratisation (MoHRE) and hire more local talent to boost Emirati employment rates.

The Ministry earlier this month announced that around 79,000 UAE nationals were working in the private sector. In September 2022, UAE’s authorities set out quotas for hiring Emiratis for the first time and gave private companies deadlines to reach them.

Private sector companies with at least 50 employees needed to ensure 3 per cent of their workforce was made up of Emiratis by July 7. Four days later on July 11, MoHRE announced a new update to the rules, whereby private companies with 20 to 49 employees are now included in the government’s Emiratisation drive with the new rules now applicable to companies across 14 economic sectors including property, education, construction and health care.

“This is the time to infuse the current market with a great new talent pool that is homegrown and localised. Emirati employment rate is projected to increase to 10 per cent in 2026 with a steady growth every year and it is the time for private businesses of the country to step up by reaching targets laid down by the MoHRE,” said Rajiv Dalmia, the chairman and founder of Data Direct Group that today employs close to 1,500 professionals from over 25 nationalities working in four countries.

“We achieved outstanding results in going beyond to fulfill the government’s targets for hiring Emirati talent. A major part of that success is due to the fact that Emiratisation has always been a part of our role to keep local clients happy while enhancing the customer experience.”

Rajiv Dalmia

As part of the company’s commitment to support the nation’s vision and foster local talent, Data Direct been implementing strategic initiatives since the company’s inception in 2002, and much before the UAE government started ‘customer happiness centres’ across the country to serve the local population. An internal audit by DDG after the first half of 2023 has shown staff representation among Emiratis at nearly 5-7 times the minimum required, especially in certain departments.

“We do not see Emiratisation as a minimum quota to achieve just for the sake of representation,” added Dalmia. “The more the merrier, and there is a constant endeavour to seek out local talent first before we look at other options.”

Elaborating on the MoHRE data, recruitment consultancy Qureos has said sectors such as business services (14% growth year on year), construction (13%), and commerce and repair services (10%) are among the new frontrunners in Emirati hiring, coming neck-to-neck with the traditional BFSI (banking, financial services and insurance) sector. Data Direct serves many clients in the services and banking sector.

Qureos data also suggests a massive 75% increase in college enrolment for banking studies. The graduates are due to be incorporated in the near future where the HR departments of companies such as Data Direct stand to benefit. “Employees within our team setup and familiar with the work culture at Data Direct Group provide good referrals to future employees. References are our best sources for talent,” said Nona Sharma, HR head at DDG.

“The accomplishment in surpassing Emiratisation targets is a testament to our commitment to the UAE’s socio-economic growth and vision for a prosperous future. By empowering local talent, we also strengthen our own organisational capabilities.”

DDG has been working with many government entities to enhance the customer experience during interactions. Meanwhile, the rise of Gulf countries’ economies has also seen a surge in hiring local talent. “A collaboration with Talabat in Bahrain, for instance, has happened due to our track record on this and their requirements to keep 100% staff local. In Oman, it is 80% of our strength while the highly cosmopolitan nature of UAE means we have about 35-40 locals who cater to clients, including key government agencies. Having talented local colleagues is not tokenism for us. They are, in fact, the guiding light for us in many cases,” Dalmia added.

 

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UAE’s Etihad Rail transports Nissan cars for the first time

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The UAE has marked a significant milestone in its logistics sector, with Etihad Rail successfully transporting its first consignment of Nissan vehicles by rail from Fujairah to Abu Dhabi.

The shipment, carried from the ports of Fujairah to the dry port at the Industrial City of Abu Dhabi (ICAD), represents the first time cars have been transported via the country’s national rail network. The move was carried out in collaboration with Al Masaood Automobiles and Etihad Rail Freight.

Industry leaders say the development signals a major step forward in diversifying rail cargo beyond traditional bulk commodities, expanding into high-value shipments such as finished vehicles. It also highlights the growing role of rail in integrated, end-to-end supply chains across the UAE.

Omar Alsebeyi, CEO of Etihad Rail Freight, described the milestone as a clear demonstration of the network’s capabilities. For the automotive sector, the collaboration marks a first-of-its-kind partnership.

Beyond efficiency gains, the shift to rail freight also supports sustainability goals. Rail transport produces significantly lower emissions compared to road freight, aligning with the UAE’s broader environmental ambitions, including the Net Zero by 2050 Strategic Initiative.

Officials say the milestone reflects the strength of the UAE’s integrated infrastructure ecosystem, where strategic investments and private sector collaboration are driving innovation in logistics and supporting long-term economic growth.

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Dubai gold market news: Exclusive UAE commemorative coins now available

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A new limited-edition collection of gold and silver commemorative coins has been launched in the UAE, celebrating national unity while supporting community development efforts across Dubai.

The initiative, led by Emirates Minting Factory in collaboration with Dubai Gold District, is inspired by the ‘Proud of UAE’ campaign and is available exclusively within the district. The collection offers collectors and investors a chance to collect a symbolic piece tied to a defining moment in the nation’s recent history.

Beyond its collectable value, the project carries a philanthropic dimension. Proceeds from the sale of the coins will go to Ferjan Dubai, a social enterprise focused on strengthening community life and enhancing social well-being across neighbourhoods.

Officials say the initiative reflects a broader message of unity and resilience. Essa Al Falasi, Chairman of Emirates Minting Factory, described the coins as symbols of “gratitude and solidarity,” noting that the project aims to combine tangible value with meaningful impact. As a UAE-founded company, he added, the factory sought to contribute in a way that resonates with both national pride and social responsibility.

Each coin is crafted with investment-grade 1 oz gold and silver, reflecting the UAE’s heritage through detailed design and high-quality minting. The collection is positioned not only as a commemorative keepsake but also as a long-term asset for collectors.

The launch comes amid a growing trend of purpose-driven luxury products in the region, blending investment appeal with social impact.

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AI Is taking over half of UAE government services: What you need to know

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The UAE will transition 50 per cent of its government services, operations and sectors to autonomous artificial intelligence systems within the next two years, under directives issued by President Sheikh Mohamed bin Zayed Al Nahyan.

The major shift was announced on Thursday by Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who said the country would move half of its government services to AI-driven systems as part of a new governance model.

Describing the initiative as a next-generation government system, Sheikh Mohammed said the UAE aims to become the first country in the world to adopt ‘agentic AI’ models capable of independently executing tasks, managing processes and supporting decision-making without direct human intervention.

He noted that advanced AI technologies are now able to monitor changes, analyse data, provide recommendations and carry out sequences of actions autonomously, adding that such systems would function as an executive partner to government entities. The move is expected to enhance efficiency, improve service delivery and enable real-time evaluation and optimisation across public sector operations.

Sheikh Mohammed also said that ministers, directors-general and federal entities would be assessed over the next two years based on how effectively they keep pace with the transformation, including the speed at which they adopt AI tools and implement new operational standards.

As part of the initiative, all federal government employees will undergo specialised training in artificial intelligence to build the capabilities required to support what has been described as one of the largest government transformation projects globally.

How AI shift could affect daily life

  • Applications, approvals, and renewals could be processed much quicker.
  • Expect fewer in-person visits and more services handled online.
  • AI systems don’t sleep, some services may become available 24/7.
  • Real-time tracking and instant status updates on requests.
  • Policies and services may improve based on data-driven insights.
  • Basic processes (like renewals or payments) could be fully automated.
  • Problems or delays in services may be identified and fixed sooner.
  • Increased reliance on digital systems may bring stronger data controls, but also higher awareness around privacy.

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