Government Outsourcing Services
Streamlining Ministries Operations
For 16+ years, IBT has been the outsourcing partner behind Dubai’s most trusted government operations. From Expo 2020 to Emirates NBD desks, we’ve delivered 1,000+ projects and 100M+ interactions backed by 2000+ employees always ready to take any challenge thrown at them to streamline. SLA compliance stays above 98%, reply times under 15 minutes – ensuring citizen services never pause, even at scale.
IBT’s Customer Experience Services for Government
16+ years of citizen-first support desks built in Dubai. Faster replies, SLA stability, zero compliance gaps.
Optimized Call Handling
For government hotlines, speed and trust matter most. IBT desks respond in under 15 minutes, with 98%+ SLA adherence even during surges.
Multilingual teams handle Arabic and English without gaps, ensuring citizens never wait in silence. CSAT stays above 90%, proving calls end with answers, not frustration.Efficient Complaint Management
Public trust depends on timely complaint handling. At IBT, acknowledgments go out within 30 minutes, escalations close within SLA 98%+ and data privacy incidents remain at 0%.
Each case is tracked, documented, and resolved to prevent systemic backlogs. The result: consistent compliance and citizens who feel heard, not ignored.
High-Efficiency Desk Solutions
Across ministries and public offices, IBT desks process millions of citizens with 99.5%+ routing accuracy. 82% resolve on first reply, while SLA compliance stays above 98% month after month.
That means fewer backlogs, faster closures and smoother coordination between departments – with complete audit trails ready when required.
Efficient License & Visa Inquiry
Licensing & visa stats tasks can stall critical services if mishandled. IBT ensures document processing accuracy of 99.9%, backlog clearance at 95% weekly & 100% audit readiness across filings, approvals and records.
Local teams work under UAE policy frameworks, so compliance is never questioned – freeing departments to focus on governance priorities.SLA for Emergency Lines
Trust and availability are necessary for emergency calls and sensitive disclosures. IBT has 100% SLA emergency lines and whistleblower hotlines 24/7. Every case is recorded, routed and complied with. Because critical channels are always open and available, citizens feel safe and institutions are accountable.
We deliver 100% accuracy in policy update communications, 98%+ SLA on stakeholder coordination and secure storage with zero data breaches.
IBT’s Technology Services for Government
Seamless Government IT Services
Hand off day to day IT to a partner with a public sector backbone. Since 2009, IBT has run end to end infrastructure, applications, and service desks for government programs across the UAE.
We staff locally, integrate with your systems and scale within 48 hours for peaks and campaigns. Expect 98%+ SLA adherence, predictable costs, and technology that quietly works while your teams focus on policy and impact.
24/7 IT Support Excellence
Keep every desk, branch and kiosk running. Our service desks combine on site engineers with 24/7 L1–L3 coverage, delivering average response times under 15 minutes and first reply accuracy above 95%.
We fix issues fast, document everything, and follow your governance rules. The result: fewer escalations, happier users and citizen services that don’t stall because a device or app did.Seamless Remote IT Solutions
When speed matters, remote wins. For over 16 years, IBT has kept government operations running without pause – even when systems falter.
Most incidents are fixed remotely, no site visit needed, keeping SLA compliance above 98% and downtime near zero. That means branches stay open, even during peak hours, public events, or sudden surges.
Compliance-Ready Solutions
Smarter decisions need more than theory – they need history. After delivering 1,000+ technology projects across Dubai and the wider UAE, we know what works and what drains budgets.
Our consultants map risks, close gaps, and design clear roadmaps that connect cloud, data, and CX platforms to real-world results. Our recommendations tie to outcomes: faster citizen response, lower cost to serve, resilient operations, Clear priorities, quick wins and governance friendly plans aligned to UAE public sector standards.Flawless IT Records
Shine a light on risk before it becomes disruption. An audit is only useful if it changes something tomorrow. That’s why IBT digs into infrastructure, applications and vendor performance using benchmarks since 2009, so 16+ years of delivery in the region.
We surface weak spots, recommend fixes you can act on immediately and restore confidence that citizen services will stay trusted and available.
IBT’s Staffing Services For Government
Precision IT Staffing
Not every Tech hire fits the public sector. Systems here carry citizen data, run critical infrastructure and cannot go offline. Since 2009, IBT has staffed ministries and Expo 2020 programs with certified experts across cloud, security and infrastructure.
First-response accuracy stays above 95%, compliance at 100%. In practice, that means safer platforms and uninterrupted operations.
Flawless Finance Operations
Finance offices might seem invisible, but they decide how smooth a service feels to the public. IBT’s 2000+ employees finance professionals trained on UAE governance rules. Records reach “99.9%” accuracy & weekly backlog clearance holds steady at 95%.
Approvals don’t pile up, audits remain clean; So that government agencies can redirect focus from paperwork to policy execution.
Seamless HR Support
Special projects HRs recruitment required a different approach to staffing; IBT assembles HR teams within days, aligning skillsets to program goals and scaling up or down as needed
Whether digitization or nationwide outreach, SLA stability stays above 98% while CSAT holds over 90%. That means projects finish on schedule, budgets stay controlled and compliance is never compromised.
Reliable Call Support
Dubai speaks in many languages, and government desks must keep pace. IBT supplies contact center staff fluent in Arabic, English and other regional tongues, ensuring no citizen feels unheard.
With 100% SLA coverage, queries are answered on time, culturally aware and fully compliant. Citizens leave satisfied, and agencies sustain credibility across every channel of communication.
Effortless Admin Management
Workloads in government rise and fall. A new campaign, a seasonal rush, even a sudden public event – demand doesn’t wait. IBT has a pool of 2,000+ trained staff, ready to step in within 48 hours.
With SLA compliance holding above 98%, desks keep moving, deadlines stay intact, and citizens see no interruption in service.
Industries Served By IBT
Projects Done by IBT across the Globe
We go beyond the geographies of our excellence centers to serve clients all across the world.
IBT’s Government Outsourcing FAQs
How does IBT tailor outsourcing solutions specifically for government operations?
IBT understands government priorities - security, compliance and scalability. With over 16 years’ experience delivering 1,000+ projects and managing 100M+ citizen interactions, we embed local governance protocols in every process, ensuring seamless integration with existing public service platforms while maintaining 98%+ SLA and fast response times that meet critical public needs.
What safeguards does IBT implement to protect data and maintain compliance in government outsourcing?
Our government contracts incorporate robust data protection frameworks aligned with UAE policies and international standards. With zero data breaches historically, encrypted communications and live monitoring, IBT guarantees confidentiality while delivering audit-ready processes that ensure regulatory compliance and instil citizen trust in public services.
How does IBT’s technology support uninterrupted government service delivery?
With a local presence and 24/7 global support, IBT ensures critical government IT infrastructure is managed with 98% SLA adherence and nearly zero downtime. Our teams swiftly scale during public events or campaigns, keeping citizen-facing portals, kiosks and applications live while allowing government staff to focus on policy and governance.
How does outsourcing customer support improve citizen experience and government efficiency?
IBT’s multilingual call centers answer within 15 minutes on average, resolving over 85% of issues at first contact with 98% SLA compliance. Quick, culturally aware responses reduce citizen frustration, prevent service backlogs and help governments maintain positive public perception even during peak demand or crisis situations.
Can IBT scale government staffing rapidly during seasonal or emergency surges?
Absolutely. IBT maintains a pool of 2,000+ trained professionals ready to deploy within 48 hours across offices, IT, HR, finance and call centers. This flexibility ensures government agencies remain agile, maintain strict SLA adherence above 98% and seamlessly manage workload spikes, seasonal campaigns, or unexpected public requirements.
What performance transparency and reporting does IBT provide to government clients?
IBT delivers comprehensive, real-time dashboards showing SLA compliance, call volumes, complaint resolution rates, and audit-readiness metrics. Detailed reporting fosters accountability, informs continuous improvement and supports government oversight, helping agencies ensure outsourced services meet evolving public sector standards and deliver demonstrable value.
