How UAE Government Portals Use Virtual Numbers for Multi-Language Citizen Support

The UAE is one of the most diversified countries in the world with more than 200 nationalities living in the country, and its government is at the forefront of most of the digital transformations globally. While the nation is still on its path towards smart governance, virtual phone numbers are helping in easing communication of public services.

Given the sheer volume of virtual numbers used by UAE government portals–from visa inquiries to health services–we can be assured that every citizen and resident, regardless of language and location–can access critical support. Their move towards digital is more than just about convenience; it is about inclusion, transparency and responsiveness.

What Is a Virtual Number?

Virtual number is a phone number that is not tied to a specific physical SIM card or a landline. Instead it routes calls through the Internet or cloud telephony systems to specified devices or call centers. Those numbers can be used to get the call received anywhere in the world and route them intelligently, taking into account things like language, time zone, or department. 

E.g. a virtual Indian number used on a UAE government portal can help Indian citizens abroad and provide them with localized services in their language, while being operated from the UAE. 

Why UAE Government Services Need Virtual Numbers

The UAE’s population is 88% expatriate, with communities from India, Pakistan, the Philippines, Egypt, and many other countries. To support this multicultural population, government services must be multilingual, fast, and universally reachable.

Here’s where virtual phone numbers step in:

●       Multilingual IVRs guide callers in their preferred language.

●       Geo-routed calls connect citizens abroad to the correct departments.

●       Round-the-clock accessibility ensures no missed communication during critical times like emergencies, renewals, or legal matters.

Virtual numbers act as digital bridges between citizens and government support—without borders, time constraints, or language barriers. 

How Virtual Numbers Work Across Government Portals

Different UAE portals serve specific services, from immigration to healthcare to business registration. Each of these departments uses virtual numbers as the front line of communication. For instance:

●       Dubai’s General Directorate of Residency and Foreigners Affairs (GDRFA) offers support through a multilingual helpline, often powered by virtual numbers.

●       Dubai Health Authority (DHA) uses cloud-routed numbers to guide residents in multiple languages about vaccinations, appointments, and insurance coverage.

●       Ministry of Human Resources and Emiratisation (MOHRE) provides helpline access to workers in their native languages, including Hindi, Urdu, and Tagalog.

These portals use centralized cloud communication systems where virtual numbers feed into smart call routing software. Calls are either handled by human agents or self-serviced through voice bots—both of which are language-configurable.

Virtual Indian Numbers: A Case Study in Targeted Support

With Indian nationals making up the largest expatriate community in the UAE, virtual Indian numbers play a special role in diplomatic and community engagement. UAE government call centres can set up a virtual number with an Indian caller ID so citizens dialling from India feela  local connection and are not deterred by international call rates.

This strategy has been especially useful in:

●       Consular Services: The Indian Embassy in Abu Dhabi and the Consulate in Dubai use virtual numbers to streamline document inquiries, visa services, and appointment systems.

●       Emergency Helplines: During COVID-19 and crisis evacuations, Indian citizens could reach UAE authorities through India-based virtual helplines operating 24/7.

These numbers also enhance trust, callers are more likely to engage with a familiar-looking number from their country code, increasing responsiveness and resolution rates. 

Multilingual Support Through Cloud IVRs

Virtual numbers are only the start. The real power comes when paired with multilingual IVR system, automated menus that guide users in their native language. For example, a caller dialling from Sharjah can be welcomed in English, Arabic, Hindi, Malayalam, or Urdu based on their selection.

Callers can then be directed to:

●       Immigration updates

●       Visa processing status

●       COVID-19 travel rules

●       Job complaint portals

●       Legal or medical assistance

This system improves efficiency, shows respect for cultural diversity, and eliminates the intimidation many non-Arabic speakers feel when interacting with official systems. 

Accessibility and Cost-Efficiency at Scale

Setting up traditional phone lines for every language or region is costly and complex. Virtual numbers solve that by consolidating communication into one flexible, cloud-based system.

Benefits include:

●       Centralized Management: Multiple numbers for different regions or languages managed from one dashboard.

●       No Hardware Needed: Operates entirely online with zero physical infrastructure.

●       Low Cost: Affordable setup and predictable billing for large-scale government use.

●       Quick Deployment: New numbers can be activated in minutes, not weeks.

These features are particularly useful during high-demand periods such as tax season, public holidays, or when new visa rules are announced—times when communication spikes sharply.

Improved Trust and Transparency

Virtual phone numbers add credibility to public service. When citizens know they can reach someone without long waits, disconnections, or language blocks, it improves their confidence in the system.

UAE portals also use call tracking and analytics tools to ensure calls are handled effectively. Data collected from these systems helps improve training, reduce bottlenecks, and optimize IVR flows. Transparency reports and feedback loops further enhance accountability. 

Assisting those who live everywhere and nowhere

Many new residents complete government services online, sometimes in different time zones, with the UAE promoting digital nomad visas and work-from-home choices. They also help the UAE to connect to global users, where expatriates and future residents can gain access to information and apply for a service even without entering the country.

For instance, an Indian freelancer, on applying for UAE remote visa can call a virtual number that will be based in India, talk to either an English or Hindi-speaking support agent, and receive a callback, while the whole operations centralized in Dubai and Abu Dhabi. 

Government Communication: Ready for the Future

With the UAE speeding up on its smart city ambitions and AI spreading through the services, virtual numbers are just a basic building block. They are tailor made to the digital-first approach of the government and can ensure 24×7, secure, efficient and multi-lingual access to the services from anywhere.

Voice bots, WhatsApp integration, AI-based routing, and other such exciting innovations will continue to make virtual numbers transformative across the length and breadth of citizens' engagement platforms and not just voice. 

Conclusion

Virtual numbers are indicative of the UAE’s vision for a more inclusive, modern government that prioritizes service delivery across all local communities with the highest level of care. The system is built for accessibility, agility, and trust with features ranging from multilingual IVRs to global virtual Indian numbers.

Many more countries will follow the same steps leading out of UAE trend, and virtual numbers will be the backbone of that transition, bridging governments to people; one voice at a time.