Dubai’s Roads and Transport Authority (RTA) has launched the phase 3 of its ‘360 Vision’ initiative, aimed at transforming customer services through automation and digital innovation. As part of its ongoing digital transformation efforts, RTA is shifting its services to self-service models, enabling customers to access them smoothly via shared digital platforms, such as the 'Dubai Now' app.
As part of Dubai’s broader smart city vision, this initiative aligns with the leadership’s goals to enhance quality of life and position Dubai as the most advanced city in the world.
RTA had already completed phase 2 of its digital transition last year, focusing on driver and vehicle licencing services, which make up 40% of all RTA services, making them fully digital, seamless and accessible without requiring in-person visits. His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, highlighted the remarkable impact of this transformation:
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Improved customer experience: The customer happiness index has soared to 98.9%.
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Greater accessibility: Service accessibility improved by 96%, with digital adoption reaching 96% in last quarter of 2024.
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Faster processes: Zero waiting time has been achieved in 82 services, while 63 services no longer require in-person visits.
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Enhanced efficiency: Steps in service processes have been reduced by 36%, and availability has expanded by 61%.
To achieve this transformation, RTA has partnered with 32 public and private sector entities to integrate and streamline 71 services, ensuring a hassle-free experience for users.
The upcoming phase 3 this year will encompass a broader range of services, ensuring that all RTA services become fully digitised and proactive, eliminating unnecessary paperwork and enhancing efficiency further. This phase is expected to further enhance the customer experience and the accessibility of services via platforms like 'Dubai Now', reducing bureaucratic hurdles and saving valuable time.