Dubai: The Roads and Transport Authority of Dubai has completed the first phase of the new generation of integration services that will help realize the policy’s goal of 360 services, which is to produce proactive, seamless, integrated, remotely accessible, and automated services.
RTA has worked hard to modernize its service channels, promoting digital adoption to provide self-service features and increase accessibility through shared platforms like the Dubai Now App.
Throughout a three-year plan (2023–2025), RTA conducted a thorough analysis and assessment of service maturity levels to implement the “Services 360” strategy. This strategy is in line with the General Secretariat of the Executive Council of the Government of Dubai’s master plan.
RTA improved, automated, adaptable, and proactive services by completely implementing the first phase of the “Services 360” strategy. The six primary services that benefited from these enhancements were bus, travel planning, transportation by sea, traffic, infrastructure works, and investment services. Twenty percent of RTA services were covered by the first phase. Forty percent of the services will be covered in the second stage in 2024, while the remaining forty percent will be covered in the third stage in 2025.
The “Services 360” strategy has improved the customer experience in obtaining services and has had a favorable influence on RTA’s service delivery channels. RTA’s platforms now offer three additional digital channels for service access: the internet, mobile applications, and the Dubai Now App, which is one of the most popular shared channels for services. RTA used the Dubai Payment Gateway to allow digital payment alternatives for 46 sub-services.
Additionally, to streamline the service supply from the perspective of the client, the procedure of obtaining services has been made simpler by eliminating two stages from the list of criteria. Additionally, more than 90 percent of RTA’s services are now exclusively available through smart channels, negating the need for in-person visits to get services through traditional channels.
The reduction of customer requirements to access services by utilizing their existing information is the result of the integration of systems and services with RTA’s government and private partners, which are represented by 15 Dubai Government entities, 8 federal entities, and 53 private entities.