The Roads and Transport Authority (RTA) in Dubai has introduced the next-generation 360 Services Policy, designed to significantly enhance customer experience by offering integrated, seamless, and proactive digital services. According to a report from WAM, this policy eliminates the need for in-person visits, enabling users to access services efficiently through digital platforms like the “Dubai Now” app.

As part of this initiative, the RTA has transitioned its driver and licensing services into fully digital and integrated offerings. This transformation was completed as part of Phase II of the ‘360 Services Policy’, which represents 40 percent of the RTA’s total services. The changes have led to improved service efficiency and have raised the customer happiness index to an impressive 98.9 percent.

The new policy has resulted in a 96 percent improvement in service accessibility and established zero waiting times for 82 services. Moreover, it has removed the requirement for in-person visits for 63 services. Processing steps for various services have been reduced by 36 percent, while new digital options have increased service availability by 61 percent, with digital adoption reaching 96 percent in the fourth quarter of 2024.

Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, noted that in 2024, the authority worked with 32 public and private sector partners to enhance 71 services, which are now accessible without prior requirements. He indicated that RTA is set to launch Phase III of the policy this year, which will further develop all RTA services to enhance customer experience and meet targeted happiness indicators.

Al Tayer emphasized RTA’s commitment to using smart technologies to improve its offerings, ensuring that services are innovative, user-friendly, and easily accessible through various digital platforms. This approach not only enhances the services but also focuses on meeting the evolving needs of users.