Dubai’s Roads and Transport Authority (RTA) has introduced the next-generation 360 Services Policy, designed to improve customer experience by delivering integrated, seamless, and proactive digital services without the need for in-person visits. As part of its continuous digital transformation strategy, RTA is transitioning its offerings to self-service models, allowing customers to access services effortlessly via shared digital platforms like the “Dubai Now” app, Dubai Media Office reported.
His Excellency Mattar Al Tayer, director general and chairman of the Board of Executive Directors of RTA, underscored RTA’s dedication to creating a modern and intelligent service ecosystem that effectively meets customer expectations. This initiative is in line with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, aimed at enhancing the quality of life in Dubai, establishing it as the world’s best city to live in, and positioning it as the smartest city globally.
Al Tayer also credited the formulation of the policy to the ongoing support and guidance of His Highness 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. He emphasized RTA’s resolve to utilize smart technologies to elevate its services and improve customer experience. Consequently, RTA has revamped its services into smart solutions that are accessible through various digital platforms, ensuring they are innovative, user-friendly, and easily reachable.
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Al Tayer added: “RTA has completed Phase II of the ‘360 Services Policy,’ through which driver and vehicle licensing services have been transformed into fully digital, proactive, and integrated services. This phase, which accounts for 40 percent of RTA’s total services, has enhanced service efficiency, improved the customer experience, and raised the customer happiness index to 98.9 percent. It has also resulted in a 96 percent improvement in service accessibility, zero waiting time for 82 services, and the elimination of in-person visit requirements for 63 services. Furthermore, service process steps have been reduced by 36 percent, while new digital options have expanded service availability by 61 percent. Digital adoption also surged to 96 percent in Q4 of 2024.
“In 2024, RTA collaborated with 32 partners from the public and private sectors to achieve service integration, resulting in the enhancement of 71 services, which can now be accessed without prior requirements. RTA will embark on Phase III of the policy this year, which, according to the plan, will involve the development of all RTA services. This phase will further enhance the customer experience and contribute to achieving the targeted customer happiness indicators.”
