Dubai’s Roads and Transport Authority (RTA) has introduced the next-generation 360 Services Policy, which aims to transform customer experience by providing integrated, seamless, and proactive digital services without the need for in-person visits. This initiative marks a significant advancement in RTA’s digital transformation efforts, shifting services towards self-service models accessible through platforms such as the “Dubai Now” app.

His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, stressed the authority’s commitment to building a modern, smart service ecosystem that effectively meets customer expectations. This initiative aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, to improve the quality of life in the city, making it the world’s best place to live and establishing it as the smartest city globally.

Al Tayer acknowledged the ongoing support from His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council of Dubai, in developing this policy. He highlighted RTA’s commitment to using smart technologies to enhance services and improve customer satisfaction. As a result, RTA has converted its services into smart solutions available through various digital platforms, ensuring they are innovative, user-friendly, and easily accessible.

The completion of Phase II of the 360 Services Policy has been a crucial milestone for RTA. This phase successfully transformed driver and vehicle licensing services into fully digital, proactive, and integrated services, representing 40% of RTA’s total offerings. The results have been impressive: the customer happiness index has reached 98.9%, indicating strong positive feedback towards the digital services.

Additionally, service accessibility has improved by 96%, allowing customers to easily access RTA’s offerings. Notably, 82 services now feature zero waiting time, enhancing efficiency and convenience. In-person visit requirements have been removed for 63 services, enabling customers to complete processes entirely online. Furthermore, service process steps have been reduced by 36%, simplifying procedures and minimizing complexity.

In 2024, RTA partnered with 32 public and private sector partners to integrate services, enhancing 71 services that can now be accessed without prior requirements. This collaborative approach has been vital in expanding the scope and accessibility of RTA’s digital services.

Looking ahead, RTA plans to initiate Phase III of the 360 Services Policy this year. This phase will focus on further developing all RTA services, improving customer experience, and contributing to targeted customer happiness indicators. The emphasis will be on expanding digital accessibility and integrating additional services into the self-service model, reinforcing Dubai’s position as a global leader in smart mobility and digital governance.