Dubai’s Roads and Transport Authority (RTA) is making strides in its digital transformation by shifting its services to self-service models. This change allows customers to access various services through shared digital platforms, notably the “Dubai Now” app.

Mattar Al Tayer, the Director General and Chairman of the Board of Executive Directors of RTA, announced the completion of Phase II of the “360 Services Policy.” This phase has successfully transformed driver and vehicle licensing services into fully digital, proactive, and integrated offerings. Notably, this phase comprises 40 percent of RTA’s total services and has resulted in enhanced service efficiency, an improved customer experience, and a remarkable customer happiness index of 98.9 percent.

The improvements include a 96 percent enhancement in service accessibility, zero waiting time for 82 services, and the removal of in-person visit requirements for 63 services. Furthermore, the number of service process steps has been reduced by 36 percent, while new digital options have increased service availability by 61 percent. Digital adoption among users surged to 96 percent in the fourth quarter of 2024.

In 2024, RTA collaborated with 32 partners from both public and private sectors to integrate services, leading to the enhancement of 71 services that can now be accessed without prior requirements. Al Tayer mentioned that RTA plans to launch Phase III of the policy this year, which will focus on developing all RTA services to further improve the customer experience and meet targeted happiness indicators.

Al Tayer reaffirmed RTA’s dedication to creating a modern and smart service ecosystem to meet customer expectations. This initiative aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, the Vice President and Prime Minister of the UAE, and Ruler of Dubai, aiming to enhance the quality of life in Dubai and establish it as the world’s best and smartest city.

He also credited the policy’s development to the continuous support and guidance 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.