Dubai: Dubai’s Roads and Transport Authority (RTA) has announced a major shift towards self-service models, allowing customers to access its services via digital platforms, including the “Dubai Now” app.
The transition is part of RTA’s 360 Services Policy, aimed at enhancing efficiency and improving customer experience.
Phase II of Digital Transformation Completed
According to Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, the authority has successfully completed Phase II of the 360 Services Policy, which focused on fully digitizing driver and vehicle licensing services.
Key achievements of this phase include:
- 96% improvement in service accessibility.
- Zero waiting time for 82 services.
- No in-person visits required for 63 services.
- 36% reduction in service process steps.
- 61% increase in service availability through digital options.
- Digital adoption rate surged to 96% in Q4 of 2024.
“By collaborating with 32 public and private sector partners, RTA has integrated 71 services that can now be accessed without prior requirements,” Al Tayer stated.
Phase III to Enhance All RTA Services
Looking ahead, Phase III of the policy, set to roll out this year, will focus on developing all RTA services, further enhancing customer experience and improving customer happiness indicators, which currently stand at 98.9%.
Al Tayer reaffirmed RTA’s commitment to building a modern, smart service ecosystem, aligned with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to position Dubai as the world’s smartest city.
He also credited the progress to the continuous guidance and follow-up 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.
