The Roads and Transport Authority in Dubai has completed the first phase of the new generation of integration services to fulfill the vision of the 360 services policy. This policy aims to enhance services to be proactive, seamless, integrated, remotely accessible, and automated.
Efforts have been made by RTA to upgrade its service channels by promoting digital adoption to enable self-service capabilities and enhance accessibility through common platforms like the Dubai Now App.
RTA has implemented the Services 360 policy by conducting a thorough analysis and evaluation of service maturity levels over a three-year plan (2023-2025), in alignment with the master plan of the General Secretariat of the Executive Council of the Dubai Government.
The first stage of the Services 360 policy has been fully implemented by RTA, resulting in improved, automated, flexible, and proactive services. These enhancements have been made across six main services: traffic services, marine transport, infrastructure works services, bus services, journey planning, and investment services.
The initial stage covered 20% of RTA services. The second stage in 2024 will encompass 40% of services, with the third stage in 2025 set to cover the remaining 40% of services.
The Services 360 policy has had a positive impact on RTA’s service delivery channels, significantly enhancing the customer experience in accessing services. Three digital channels for service access have been added to RTA’s platforms: the website, mobile applications, and the Dubai Now App, which is a key shared channel for services. RTA has enabled digital payment options for 46 sub-services through the Dubai Payment Gateway.
Moreover, the process of accessing services has been simplified by reducing two steps from the list of customer requirements, streamlining service provision from the customer’s perspective. Additionally, the need for physical visits to obtain services through traditional channels has been eliminated for over 90% of RTA’s services, making them accessible only through smart channels.
The integration of systems and services with RTA’s government and private partners, including 15 Dubai Government entities, 8 federal entities, and 53 private entities, has led to a decrease in customer requirements to access services by utilizing existing information.
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