Dubai’s RTA launches new policy: Zero waiting time for 82 services

The Roads and Transport Authority (RTA) has launched the next-generation 360 Services Policy in the emirate.

The policy aims to enhance the customer experience by providing integrated, seamless, and proactive digital services without requiring in-person visits, a WAM report said.

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The authority has been transitioning all of its services to self-service models, enabling RTA customers to access them smoothly via shared digital platforms, such as the “Dubai Now” app. This initiative is part of the authority’s ongoing digital transformation efforts.

Phase II of the ‘360 Services Policy’

Driver and licensing services at the RTA have been transformed into fully digital, proactive, and integrated services through the completion of Phase II of the ‘360 Services Policy’. This phase accounts for 40 per cent of RTA’s total services, enhancing service efficiency, improving the customer experience, and raising the customer happiness index to 98.9 per cent.

Impact of the policy

The policy has led to a 96 per cent improvement in service accessibility, zero waiting times for 82 services, and the elimination of in-person visit requirements for 63 services.

Additionally, the steps involved in processing services have been substantially reduced by 36 per cent, while new digital options have expanded service availability by 61 per cent. Digital adoption surged to 96 per cent in Q4 of 2024.

“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. 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,” Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, said.

Al Tayer also highlighted that RTA is committed to leveraging smart technologies to enhance its services and improve the customer experience. As a result, the authority has transformed its services into smart solutions that are accessible through various digital platforms.

Not only is RTA enhancing its services, but it is also ensuring that they are innovative, user-friendly, and easily accessible to its users.