Dubai’s Roads and Transport Authority has launched the next-generation 360 Services Policy, aiming to revolutionise customer experience by delivering integrated, seamless, and proactive digital services without necessitating in-person visits. This initiative is a significant stride in RTA’s ongoing digital transformation, transitioning services to self-service models accessible through shared digital platforms like the “Dubai Now” app.
His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, emphasised the authority’s commitment to developing a modern, smart service ecosystem that efficiently meets customer expectations. This endeavour aligns with the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE, Ruler of Dubai, to enhance the quality of life in Dubai, positioning it as the world’s best city to live in and establishing it as the smartest city globally.
Al Tayer also credited the continuous 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, for the development of this policy. He highlighted RTA’s dedication to leveraging smart technologies to enhance services and improve customer experience. Consequently, RTA has transformed its services into smart solutions accessible through various digital platforms, ensuring they are innovative, user-friendly, and easily accessible.
The completion of Phase II of the 360 Services Policy has been a pivotal milestone. This phase involved transforming driver and vehicle licensing services into fully digital, proactive, and integrated offerings, accounting for 40% of RTA’s total services. The impact has been substantial:
– Customer Satisfaction: The customer happiness index has soared to 98.9%, reflecting the positive reception of the digital services.
– Service Accessibility: There has been a 96% improvement in service accessibility, making it easier for customers to avail themselves of RTA’s offerings.
– Zero Waiting Time: Notably, 82 services now boast zero waiting time, enhancing efficiency and customer convenience.
– Elimination of In-Person Visits: In-person visit requirements have been abolished for 63 services, allowing customers to complete processes entirely online.
– Process Simplification: Service process steps have been reduced by 36%, streamlining procedures and reducing complexity.
– Digital Adoption: Digital adoption surged to 96% in the fourth quarter of 2024, indicating widespread acceptance and utilisation of the new digital services.
In 2024, RTA collaborated with 32 partners from the public and private sectors to achieve service integration, leading to the enhancement of 71 services, which can now be accessed without prior requirements. This collaborative approach has been instrumental in broadening the scope and accessibility of RTA’s digital services.
Looking ahead, RTA is poised to embark on Phase III of the 360 Services Policy this year. This phase aims to further develop all RTA services, enhancing the customer experience and contributing to achieving targeted customer happiness indicators. The focus will be on expanding digital accessibility and integrating more services into the self-service model, reinforcing Dubai’s status as a global leader in smart mobility and digital governance.
