Dubai’s Roads and Transport Authority (RTA) is implementing a self-service model to offer seamless digital services, eliminating the need for in-person visits. This transition is part of RTA’s 360 Services Policy, which is focused on enhancing customer experience by providing digital access to services through platforms like the “Dubai Now” app.
Mattar Al Tayer, RTA’s Director General, emphasized that this move is in alignment with Dubai’s ambition to be recognized as the smartest city globally. To achieve this goal, RTA collaborated with 32 partners from the public and private sectors to enhance access to a total of 71 services. The upcoming Phase III of the 360 Services Policy is dedicated to further expanding the availability of RTA services in the digital realm.
Currently, 40% of RTA’s services have already been successfully transitioned into fully digital, integrated solutions. These changes have resulted in a notable increase in customer satisfaction levels, with a 98.9% customer happiness index recorded. Moreover, 82 services now offer zero wait times, and 63 are accessible without the necessity of physical visits.
Al Tayer also revealed that the digital adoption rate has spiked to 96% in the last quarter of 2024, underscoring the growing reliance on online services. The primary objective of this phase is to continuously enhance customer experience and meet Dubai’s objective of achieving the highest levels of customer satisfaction. Al Tayer highlighted that this initiative aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum to improve the quality of life in Dubai.
The new self-service model leverages smart technologies to optimize service delivery, ensuring a more efficient and user-friendly experience for individuals using RTA’s services.
