Dubai RTA Shifts to Self-Service for Efficiency

Dubai’s Roads and Transport Authority (RTA) is making significant strides in its digital transformation journey. As part of its ongoing efforts to improve service delivery, RTA is shifting to self-service models that allow customers to access essential services through shared digital platforms like the “Dubai Now” app.

In a major milestone, RTA launched the next-generation 360 Services Policy. According to Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors at RTA, the authority has successfully completed Phase II of the 360 Services Policy. This phase has transformed driver and vehicle licensing services into fully digital, proactive, and integrated offerings, covering 40% of RTA’s total services.

Key Achievements from Phase II

The results from Phase II speak volumes about RTA’s commitment to innovation. Al Tayer highlighted several key achievements:

• Customer Happiness: The customer happiness index soared to 98.9% following these improvements.
• Service Efficiency: A 96% improvement in service accessibility has made RTA services quicker and easier to access.
• No Waiting Times: 82 services now feature zero waiting times, enhancing the overall customer experience.
• Elimination of In-Person Visits: 63 services no longer require physical visits, saving customers time and effort.
• Reduced Service Steps: The number of steps to access services has been reduced by 36%.
• Expanded Service Availability: Digital options have expanded by 61%, meaning more services are available to customers online.
• In the final quarter of 2024, digital adoption reached 96%, reflecting the growing trend of customers embracing online services.

RTA’s Collaboration for Seamless Services

RTA’s efforts are not only limited to internal transformations. The authority collaborated with 32 public and private sector partners in 2024, resulting in the enhancement of 71 services that can now be accessed seamlessly without prior requirements. This collaboration plays a key role in creating a more integrated and accessible service environment for customers.

Looking Ahead: Phase III

As part of the ongoing 360 Services Policy, RTA is gearing up for Phase III, which will focus on the development of all RTA services. This next phase aims to further elevate the customer experience and achieve even higher levels of customer satisfaction.

Al Tayer emphasized that these digital initiatives are in line with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, and Ruler of Dubai. The goal is to enhance the quality of life in Dubai and position the city as the world’s best place to live, as well as the smartest city globally.

Guidance and Support from Leadership

The success of the 360 Services Policy can also be attributed to the continued guidance and support from 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. His leadership has been instrumental in driving these advancements, ensuring that Dubai remains at the forefront of digital innovation and customer satisfaction.

With these digital advancements, RTA is setting new standards for public service, bringing Dubai closer to its goal of becoming the world’s smartest and most efficient city.