Post by : Badri Ariffin

The Roads and Transport Authority (RTA) of Dubai has revealed impressive growth in its digital revenue for 2025, amassing AED 5.3 billion—an increase of 20.6 percent from 2024. This achievement underscores the rising dependence on digital solutions within Dubai’s transportation framework while reflecting RTA's ongoing commitment to enhancing service delivery through cutting-edge technology.

In 2025, RTA processed over 628 million transactions via its digital platforms, representing a 13 percent increase from the previous year. The authority offers 105 digital services through six channels, with digital adoption reaching an impressive 96 percent, complemented by a noteworthy customer satisfaction rate with an average happiness index of 98 percent.

His Excellency Mattar Al Tayer, the Director General and Chairman of the Board of Executive Directors, stated that these results highlight RTA's advanced state of digital transformation. He emphasized the importance of creating a fully integrated digital ecosystem that aligns with Dubai’s aspiration to be one of the foremost smart cities globally.

Al Tayer mentioned that RTA's mission has shifted from merely digitizing services to fostering a data-driven integrated environment. This initiative supports Dubai’s broader vision of improving citizens' quality of life, augmenting government efficiency, and boosting the emirate’s international competitiveness.

RTA is dedicated to enhancing its digital offerings while introducing innovative solutions that streamline customer interactions, enhance accessibility, and ensure seamless experiences for both residents and visitors. Digital transformation continues to be a pivotal aspect of developing Dubai’s transport ecosystem, focused on delivering proactive services that meet customer expectations.

Exceptional Performance Indicators

The authority's recent accomplishments are reflected in several key performance metrics. RTA scored 94 percent on the Dubai Government’s Digital Maturity Index, achieving Level 5—the highest possible maturity ranking. This positioned it among the top four government entities in Dubai for 2025.

Additionally, the authority recorded 83 percent in the Digital Customer Experience assessment, reflecting a 12 percent growth over the last year. RTA also achieved a perfect score of 100 percent in the accessibility evaluation for People of Determination, reiterating its commitment to providing inclusive digital services that adhere to international standards.

Growth of Smart Applications

Usage of RTA's mobile applications showcased remarkable growth throughout the year, with a more than 25 percent increase in service transactions—accounting for a 40 percent rise compared to 2024.

RTA introduced 18 new services via the RTA Dubai application to meet customer needs and align with government digital transformation goals. The app surpassed 1.2 million active users in 2025, establishing itself as the primary access point for RTA services.

Similarly, the S’hail app broadened its service range, integrating features tied to Dubai’s automated fare collection, improved nol card services, and new mobility options, which collectively enhanced the integrated travel experience for users.

Consequently, visits to RTA’s smart applications reached 68 million—a staggering 144 percent increase year-on-year. Inquiries and journey-planning requests also rose significantly, totaling 48 million, marking a 48 percent year-on-year uptick.

RTA is committed to evolving the S’hail platform, further establishing it as Dubai's key mobility application that provides convenient access to a variety of transport services through a unified channel.

Enhanced Web Services & Digital Platforms

RTA's primary website exhibited strong performance in 2025, offering 103 services and facilitating around 11 million transactions, maintaining a customer happiness index of 96 percent.

To improve accessibility and service provision, the authority launched four new digital platforms focused on initiatives like the Road Safety Film Festival Competition and the Delivery Service Excellence Award.

In addition, three new online services were implemented—covering advertising fines, traffic violations disputes, and the temporary passenger transport permit service named “Naqel.” RTA enhanced its search functionality, improving service visibility and overall navigation on its website.

Virtual Assistant Enhances Engagement

RTA’s virtual assistant, “Mahboub,” became pivotal in customer interactions. In 2025, the authority expanded 15 digital services under its Services 360 Plan, raising Mahboub’s interactive service count to 32.

These enhancements led to heightened customer engagement, with digital transactions climbing 20.6 percent compared to the last year. Revenue from these channels also saw an 8.1 percent growth, reinforcing the preference for digital platforms for government transactions.

Increase in Smart Kiosk Transactions

Other service channels also thrived, with RTA’s smart kiosks delivering 24 services related to drivers, vehicles, and nol cards, achieving over one million transactions.

Revenue from kiosks surpassed AED 425 million, demonstrating a year-on-year growth above 11 percent. To enhance accessibility, RTA has also introduced four new interactive kiosks in Customer Happiness Centres throughout Dubai.

WhatsApp Services on the Rise

RTA’s WhatsApp channel recorded encouraging growth, offering 16 services that generated over AED 21.7 million through parking ticket reservations.

New services like “Madinati,” available through the Mahboub chatbot, allow customers a convenient way to report and interact with city services, making digital communication even easier.

Strengthening Government Integration

Following Dubai Government’s Services 360 strategy, RTA launched and upgraded 48 digital services across various platforms in 2025, enhancing integration for smoother customer experiences.

The authority integrated 14 services into the S’hail application, improved 23 services on Dubai Now, optimized 21 services through Invest in Dubai, and made 10 services accessible on Visit Dubai. RTA services were also linked to the Build in Dubai platform.

These efforts align with Dubai’s vision of a connected government ecosystem that offers residents, businesses, and visitors streamlined access to various services through cohesive digital channels.

International Accolades

RTA’s dedication to innovation and excellence in the digital realm garnered international accolades in 2025. The authority received two prestigious Global Business Tech Awards: the RTA Dubai application was awarded “Best Application of Tech – Public Sector,” while the S’hail application claimed “Best Mobile Tech of the Year.”

Such recognition fortifies Dubai's reputation as a forerunner among global cities distinguished by advanced digital infrastructures and smart mobility solutions, affirming the emirate's position as a model for innovative and customer-focused governmental services.

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