Dubai’s RTA shifting to self-service models

Dubai: As part of its ongoing digital transformation efforts, Dubai’s Roads and Transport Authority (RTA) is shifting its services to self-service models, enabling customers to access them via shared digital platforms, such as the “Dubai Now” app.

As RTA launched the next-generation 360 Services Policy, Mattar Al Tayer, Director General, Chairman of the Board of Executive Directors of RTA, said, “RTA has completed Phase II of the ‘360 Services Policy,’ through which driver and vehicle licensing services had been transformed into fully digital, proactive, and integrated services. This phase, which accounts for 40 per cent of RTA’s total services, has enhanced service efficiency, improved the customer experience, and raised the customer happiness index to 98.9 per cent.

"It had also led to a 96 per cent improvement in service accessibility, zero waiting time for 82 services, and the elimination of in-person visit requirements for 63 services. Additionally, service process steps had been reduced by 36 per cent, while new digital options have expanded service availability by 61 per cent. Digital adoption also surged to 96 per cent in Q4 of 2024.

“In 2024, RTA collaborated with 32 partners from the public and private sectors to achieve service integration, leading to the enhancement of 71 services, which can now be accessed without prior requirements. RTA will embark on Phase III of the policy this year, which, according to the plan, will involve the development of all RTA services. This phase will further enhance the customer experience and contribute to achieving the targeted customer happiness indicators.”

Al Tayer emphasised RTA’s commitment to developing a modern and smart service ecosystem that efficiently meets customer expectations. This drive aligns with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, to enhance the quality of life in Dubai, positioning it as the world’s best city to live in, and establish it as the smartest city globally.

Al Tayer also attributed the development of the policy to the continuous follow-up and guidance of Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Chairman of the Executive Council of Dubai.