Dubai’s Roads and Transport Authority (RTA) has announced impressive digital growth for 2023, with a total of Dh3.7 billion in revenue generated from its digital channels and a record-breaking 821 million transactions.
These figures mark a 16.8% increase in revenues compared to Dh3.5 billion in 2022, underscoring the rapid pace of digital adoption across the emirate’s transport services.
The RTA’s smart apps saw notable success, particularly with a 29% rise in transaction volume. In 2023, 15.29 million transactions were conducted through these apps, illustrating the growing reliance on digital platforms for transportation-related services.
Additionally, 18 million journeys were planned using the popular S’hail app, further cementing its role as an essential tool for commuters and residents in Dubai.
Growth in Digital Engagement
Mattar Al Tayer, the Director-General and Chairman of the Board of Executive Directors of RTA, highlighted the authority’s ongoing commitment to digital transformation.
“In 2023, the number of registered users on RTA’s digital service channels reached 1.404 million, a 20% increase compared to 2022. Our apps were installed 3.056 million times from app stores,” said Al Tayer.
Al Tayer also emphasized the RTA’s focus on enhancing customer experience, as evidenced by the real-time happiness indicator across its apps, which surpassed 95%.
This figure represents a 2% improvement from the previous year, reflecting the RTA’s success in maintaining high user satisfaction.
Enhancing User Experience with AI and New Features
Earlier this year, the RTA rolled out significant upgrades to its digital offerings. The updated RTA Dubai app provides a unified platform, consolidating transportation services into one seamless interface.
Key features include AI-powered parking predictions for over 190,000 locations and NFC-based nol card top-up, allowing users to instantly update their balance without visiting a station or reader device.
The RTA has also enhanced its Mahboob Chatbot by integrating ChatGPT technology, enabling more advanced, human-like responses.
This upgrade not only improves customer service but also strengthens user data protection, aligning with the RTA’s goal of automating services and boosting operational efficiency.
In addition to these developments, the authority introduced 30 next-generation smart kiosks across 21 customer happiness centres, generating Dh309 million in revenue—a 12% increase from 2022.
New Digital Services and Partnerships
The RTA’s digital transformation continued with the launch of the 360 Services initiative, which introduced 63 new services.
These services include fine payments, marine transport rentals, and commercial shop rentals. The authority also developed an ‘Invest with RTA’ platform, allowing potential investors to review current contracts and opportunities.
Collaboration with the Dubai Government also played a crucial role in enhancing the digital ecosystem.
The RTA partnered with the Dubai Now app to offer two new services under the “City Experiences” initiative, focusing on vehicle driving and registration renewal experiences.
Furthermore, the authority integrated its services with private insurance providers, offering a more seamless experience for users.
Conclusion
The RTA’s commitment to digital transformation has not only streamlined operations but also greatly enhanced the quality of life for Dubai’s residents and visitors.
By embracing AI, improving customer service, and launching innovative features across its digital platforms, the RTA continues to position itself as a leader in modern urban mobility solutions.