Post by : Bianca
Haleem
Dubai's Roads and Transport Authority (RTA) has announced a remarkable increase in its digital revenue, reaching AED 5.3 billion in 2025, which reflects a 20.6% growth from the previous year. This achievement highlights the rising trend of embracing digital services within Dubai's transport landscape and underscores the authority's ongoing commitment to leveraging technology for better service delivery.
Throughout 2025, the RTA successfully completed over 628 million transactions through its digital platforms, marking a 13% rise compared to 2024. The RTA currently provides an extensive array of 105 digital services across six channels, with adoption rates soaring to 96%. Customer satisfaction remains exceptionally high, indicated by an impressive happiness index of 98%.
His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, emphasized that these results reflect the authority's mature digital transformation efforts and its dedication to establishing a comprehensive digital ecosystem that supports Dubai's ambition to emerge as a frontrunner among smart cities worldwide.
Al Tayer remarked that the RTA's strategy has shifted from just digitizing services to creating an integrated environment that relies on data-driven decision-making and smart technologies. This strategic orientation aligns with Dubai's overall goal of enhancing living standards, boosting governmental efficiency, and enhancing the emirate's global competitiveness.
In his statement, Al Tayer reaffirmed RTA’s commitment to advancing digital services and pioneering innovative solutions. These advancements aim to streamline customer experiences, enhance accessibility, and provide seamless service for residents and visitors alike, as digital transformation remains a cornerstone in developing Dubai’s transportation ecosystem.
Strong Performance Highlights
The RTA’s latest achievements are evident in various key performance metrics. The authority recorded a 94% score on Dubai Government’s Digital Maturity Index, attaining the highest Level 5 and placing among the top four governmental entities in Dubai for 2025.
Furthermore, RTA garnered an 83% in the Digital Customer Experience segment, a notable 12% improvement over the preceding year, and achieved full marks in accessibility assessments for People of Determination, affirming its loyalty to inclusive digital solutions that conform to global standards.
Growth of Smart Applications
RTA’s mobile applications have also witnessed remarkable growth in 2025. Engagement through these smart applications surged by over 25%, which translates to a 40% increase in comparison to 2024.
In total, the authority added 18 new services to the RTA Dubai app, catering to customer needs while supporting the government's digital transformation aspirations. The app has surpassed 1.2 million active users, indicating its role as a pivotal access point for RTA services.
In addition, the S’hail application has broadened its array of services with new features associated with Dubai's automated fare collection system, enhancing the nol card services and incorporating new mobility features. These enhancements facilitate a more cohesive travel experience and promote the concept of integrated digital mobility services.
Thus, RTA’s smart applications garnered 68 million visits, an impressive 144% increase from last year, while requests for journey planning and inquiries escalated to 48 million, reflecting a 48% annual increase.
The authority pledges to continue evolving the S’hail platform, reinforcing its status as Dubai’s central mobility application, streamlining access to myriad transport services through a single interface.
Website Services and New Digital Platforms
RTA's official website also showcased a robust performance in 2025 by offering 103 services and enabling approximately 11 million transactions this year, coupled with a 96% customer happiness index.
To further enhance accessibility and service efficiency, RTA introduced four new digital platforms aimed at key initiatives including the Academic Scholarship Programme and Delivery Service Excellence Award.
Additionally, three new online services addressing traffic violations, temporary passenger transport permits, and advertising fine payments were launched, alongside an upgraded search function for improved website navigation.
Enhanced Customer Engagement with Virtual Assistant
The virtual assistant, “Mahboub,” has taken on a more significant role in facilitating customer interactions. In 2025, RTA expanded this service by enhancing 15 digital offerings under its Services 360 Plan, now totaling 32 interactive services available through Mahboub.
This expansion translated to a 20.6% increase in digital transactions year-over-year, along with an 8.1% rise in revenue generated from these digital channels, reflecting rising trust in using online platforms for government transactions.
Increasing Use of Smart Kiosks
RTA’s network of smart kiosks, designed to manage 24 services related to drivers, vehicles, and nol cards, recorded over a million transactions in 2025.
Revenue from these kiosks reached AED 425 million, marking an annual increase exceeding 11%. To boost service accessibility, RTA rolled out four new interactive kiosks at its Customer Happiness Centres across Dubai.
WhatsApp Services on the Rise
The authority's WhatsApp channel also showed positive growth this year. Delivering 16 different services, the platform generated over AED 21.7 million from parking ticket reservation services.
Moreover, the “Madinati” service was launched via the Mahboub chatbot on WhatsApp, providing customers with a convenient platform to engage with a range of city services digitally.
Enhanced Government Service Integration
Under Dubai Government’s Services 360 strategy, RTA unveiled and upgraded 48 digital services across various platforms throughout 2025, enhancing integration and streamlining customer experiences.
The authority augmented its offerings on shared government digital platforms with an addition of 14 services to the S’hail application, enhancing 23 services on Dubai Now, upgrading 21 services on Invest in Dubai, and making 10 services available on Visit Dubai, while incorporating RTA services into the Build in Dubai portal.
These enhancements support Dubai's vision of establishing a connected government ecosystem where residents, businesses, and visitors can conveniently access a wide range of services through unified digital channels.
Global Recognition in Innovation
The RTA's dedication to innovation and digital excellence received international accolades this year. The authority garnered two notable Global Business Tech Awards, with the RTA Dubai application winning the “Best Application of Tech – Public Sector” award and the S’hail application securing the “Best Mobile Tech of the Year” award.
These achievements reinforce Dubai's status among the elite global cities distinguished for their advanced digital infrastructures and smart mobility solutions, further solidifying the emirate's reputation as a leader in innovative, customer-oriented government services.
English
