Dubai’s Roads and Transport Authority (RTA) is shifting its services to a self-service model, aiming to provide seamless digital services without requiring in-person visits.
This change is part of RTA’s new 360 Services Policy, designed to enhance customer experience by allowing users to access services digitally via platforms like the “Dubai Now” app.
Mattar Al Tayer, RTA’s Director General, highlighted that the shift aligns with Dubai’s vision to become the smartest city globally. He said that this development is in line with the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum to improve the quality of life in Dubai.
The new model makes use of smart technologies to improve services. RTA has already transformed 40% of its services into fully digital, integrated options.
These changes have led to a significant increase in customer satisfaction, with a 98.9% customer happiness index, zero waiting time for 82 services, and 63 services now available without needing to visit in person.
Al Tayer also mentioned that digital adoption has surged to 96% in the last quarter of 2024, showing the growing reliance on online services. Furthermore, RTA has worked with 32 partners across both public and private sectors to improve the accessibility of 71 services.
Phase III of the 360 Services Policy will focus on expanding all of RTA’s services to be accessible digitally. This phase aims to continue improving customer experience and meet Dubai’s target for the highest customer satisfaction ratings.
