RTA<\/a> continues to expand digital services and adopt advanced AI technologies to improve customer experiences. Furthermore, the authority is developing innovative solutions that support residents and visitors while reinforcing Dubai\u2019s position as a global smart city leader.<\/p>\n\n\n\nAccording to Al Tayer, digital channels remain a key pillar in advancing the mobility ecosystem and related services. He said RTA is committed to providing proactive and seamless services that meet customer expectations through innovation and collaboration across government entities.<\/p>\n\n\n\n
He also stated that the next phase will focus on expanding the use of artificial intelligence and emerging technologies in service design and delivery. At the same time, RTA will strengthen integration with government digital platforms to support sustainable growth and keep pace with developments in the mobility sector.<\/p>\n\n\n\n
Meanwhile, RTA achieved 94% on the Digital Maturity Index, reaching Level 5, the highest level across the Government of Dubai in 2025. The authority also ranked among the top four government entities.<\/p>\n\n\n\n
In addition, RTA scored 83% in the Digital Customer Experience pillar, up 12% from 2024. It also achieved 100% in the accessibility assessment for People of Determination, reflecting its commitment to inclusive and sustainable digital services.<\/p>\n\n\n\n
The authority also recorded strong growth in smart application usage. Customer use of services through smart apps exceeded 25%, representing a 40% year-on-year increase. As part of this growth, RTA launched 18 new services through the RTA Dubai app.<\/p>\n\n\n\n
Active users of the RTA Dubai app surpassed 1.2 million in 2025. In parallel, the S\u2019hail app introduced additional services linked to the automated fare collection system, including nol card services, alongside new features designed to enhance the mobility experience.<\/p>\n\n\n\n
As a result, annual visits to smart applications reached 68 million, increasing by 144% compared to 2024. Requests for enquiry and journey-planning services also climbed to 48 million, reflecting 48% growth.<\/p>\n\n\n\n
The RTA digital strategy also extended to its website, which currently offers 103 services. The platform recorded 11 million transactions and achieved a customer happiness index of 96%.<\/p>\n\n\n\n
During the year, RTA launched four new digital platforms covering the Road Safety Film Festival Competition, Delivery Service Excellence Award, Academic Scholarship Programme, and Dubai Award for Sustainable Transport.<\/p>\n\n\n\n
Additionally, three new services were introduced, including payment of advertising signboard fines, contesting violations, and the temporary passenger transport permit service, “Naqel”. An AI-powered search feature was also added to simplify service access.<\/p>\n\n\n\n
RTA further enhanced its virtual assistant, Mahboub, by adding and improving 15 digital services under Phase 3 of the Services 360 Plan. This increased the total number of interactive services available through the assistant to 32.<\/p>\n\n\n\n
The improvements contributed to higher digital adoption. Transactions increased by 20.6% compared with 2024, while revenue collected rose by 8.1%. The figures demonstrate growing reliance on digital channels and their role in supporting financial sustainability.<\/p>\n\n\n\n
Alternative service channels also recorded growth. Smart kiosks offering 24 services for drivers, vehicles and nol users processed more than one million transactions, up 17.3% year on year. Revenue generated through kiosks exceeded AED 425 million, representing an increase of more than 11%.<\/p>\n\n\n\n
To support expansion, RTA launched four new interactive kiosks at Customer Happiness Centres.<\/p>\n\n\n\n
On WhatsApp, RTA offers 16 services. Revenue generated from parking ticket reservations exceeded AED 21.7 million. The authority also launched the “Madinati” service through the Mahboub chatbot, using computer vision and generative AI technologies to support proactive service delivery.<\/p>\n\n\n\n
RTA also continued implementing the objectives of the Services 360 Policy. During the year, it launched and enhanced 48 of 74 digital services across its channels, simplifying customer journeys and improving service integration.<\/p>\n\n\n\n
As part of Dubai Government\u2019s digital integration efforts, RTA expanded its presence across shared digital platforms. Fourteen services were added to the S\u2019hail app under the “Mobility in Dubai” initiative. Additionally, 23 services were enhanced on Dubai Now, 21 on Invest in Dubai, and 10 services were made available through Visit Dubai. RTA services were also integrated into the Build in Dubai platform.<\/p>\n\n\n\n
The authority\u2019s digital achievements gained international recognition. The RTA Dubai app won the “Best Application of Tech \u2013 Public Sector” award at the Global Business Tech Awards, while the S\u2019hail app received the “Best Mobile Tech of the Year” award.<\/p>\n\n\n\n
These achievements reinforce Dubai\u2019s position among leading global smart cities, including Singapore, London, Hong Kong and Sydney. Looking ahead, RTA digital initiatives are expected to play an increasingly important role in enhancing mobility services, improving customer experiences, and supporting Dubai\u2019s smart city ambitions.<\/p>\n\n\n\n
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