Phase one of the integration services for Dubai’s Roads and Transport Authority (RTA) has been successfully completed, marking the realization of the “360 services” policy. This policy primarily targets enhancing services by incorporating proactive, seamless, integrated, remote access, and automated features.
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To achieve this, the RTA has undertaken significant efforts to upgrade its service channels and promote digital adoption. These initiatives further aim to enable self-service capabilities and improve accessibility through platforms like the Dubai Now App.
The implementation of the “Services 360” policy by the RTA involved a meticulous analysis and evaluation of service maturity levels throughout a three-year plan from 2023 to 2025. This approach aligns with the master plan of the General Secretariat of the Executive Council of the Dubai Government.
The first stage of the “Services 360” policy has been fully executed by the RTA, resulting in notable enhancements to services. These improvements encompass six key service areas: traffic services, marine transport, infrastructure works services, bus services, journey planning, and investment services. The initial stage covered 20 percent of RTA services, while the second and third stages, scheduled for 2024 and 2025 respectively, will encompass 40 percent of services each.
Enhanced customer experience
The “Services 360” policy has had a positive impact on the RTA’s service delivery channels, particularly in terms of improving the customer experience. To facilitate service access, three digital channels were introduced: the RTA website, mobile applications, and the Dubai Now App, which serves as a crucial shared platform. Additionally, the RTA enabled digital payment options for 46 sub-services through the Dubai Payment Gateway.
Moreover, the process of availing services has been simplified by reducing two customer requirements, streamlining the service provision from the customer’s perspective. Over 90 percent of RTA services no longer require physical visits through traditional channels, as they are accessible solely through smart channels.
The integration of systems and services with various government and private partners of the RTA, including 15 Dubai Government entities, 8 federal entities, and 53 private entities, has resulted in a reduced number of customer requirements. This is achieved by leveraging existing customer information when accessing services.
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