RTA Reports AED 3.7 Billion Revenue from Digital Channels in 2023

Photo: Government of Dubai Media Office

His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of Dubai’s Roads and Transport Authority (RTA), announced impressive figures for the authority’s digital revenues in 2023. The RTA achieved a substantial 16.8% growth, reaching AED 3.705 billion compared to the previous year. The total number of digital transactions processed through RTA’s channels also saw an uptick, rising to 821 million, reflecting a modest 1% increase from 2022. Notably, transactions conducted via smart apps surged to 15.299 million, marking a remarkable 29% growth.

The real-time happiness indicator across RTA’s apps exceeded 95%, indicating a 2% improvement over the prior year. Al Tayer emphasized RTA’s commitment to being at the forefront of digital transformation, aiming to provide seamless, integrated, and proactive services that enhance the quality of life for residents and elevate customer experiences.

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“Our digital transformation is guided by the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President, Prime Minister of the UAE, and Ruler of Dubai,” Al Tayer stated. “It aims to improve the quality of life in Dubai and establish it as the best city in the world to live in. Additionally, we are inspired by the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, to transform the city into the world’s smartest urban environment.” In 2023, RTA reported that the number of registered users on its digital service channels reached 1.404 million, reflecting a significant 20% increase from the previous year. The authority’s apps were downloaded 3.056 million times from app stores, showcasing the growing reliance on digital services.

As part of its comprehensive strategy to automate services and enhance operational efficiency, RTA has launched an upgraded version of its Mahboob Chatbot, now powered by ChatGPT technology. This upgraded chatbot provides advanced, human-like responses while ensuring enhanced data protection for users. Furthermore, RTA has introduced a new generation of smart kiosks, designed for quicker and more efficient service delivery. The customer experience for 42 RTA services was also redesigned, accompanied by a monitoring system that features proactive notifications to maintain service quality.

In 2023, RTA deployed 30 new kiosks across 21 customer happiness centers and service provider locations, generating revenues exceeding AED 309 million, marking a 12% increase compared to 2022.

RTA has also released an updated version of the RTA Dubai app, which now serves as a unified platform for various services. This update introduces an AI-powered parking prediction feature that covers 190,000 locations and includes an NFC-based nol top-up service, allowing users to update their balances instantly without needing to visit public transport stations or use a card reader.

The Dubai Drive app has introduced a vehicle plate transfer service, streamlining the process and reducing the need for in-person visits to service centers, thereby shortening transaction times. This app now allows users to log in via UAE PASS, eliminating the need for separate RTA accounts, which enhances security and convenience.

Additionally, the S’hail app has been updated to offer a variety of services, including activating bicycle and e-scooter lanes, providing taxi stand locations, and sharing event information in collaboration with the Department of Economy and Tourism. The app also now features a QR code journey planner, with 18 million journeys planned through the app in 2023.

RTA has activated the first phase of its 360 Services initiative on its official website, launching 63 new services. These services include fine payments, marine transport rentals, and commercial shop rentals, along with the development of the "Invest with RTA" platform, which enables investors to review current contracts with the authority.

In partnership with the Dubai Government, RTA has enhanced the Dubai Now app with two new experiences under the "City Experiences" initiative. These include the Vehicle Driving Experience, which consists of three services, and the Vehicle Registration Renewal Experience, which comprises two services. RTA has also integrated its services on the Dubai Now app with private insurance providers, offering customers a seamless and comprehensive experience. Furthermore, RTA has developed 11 services within the Emirati Package under the Higher Committee for Development and Citizens Affairs, along with seven additional services on the Dubai Now app as part of the 360 Services plan for joint channels.

With these advancements and initiatives, RTA continues to lead the way in digital transformation, setting a benchmark for service excellence in the region.

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