Dubai , June 1 , 2026 : Dubai’s Roads and Transport Authority (RTA) generated AED 5.3 billion
in revenue through digital channels in 2025, marking a 20.6% increase
compared to 2024. The performance underscores the accelerated
adoption of digital services and enhanced efficiency across RTA’s
ecosystem.
Transactions completed through digital channels exceeded 628 million,
a 13% rise. RTA offers customers 105 digital services through six
channels, reflecting a growing shift towards digital channels as the
preferred way to access and complete services. Digital channel
adoption reached 96%, while the average customer happiness index
stood at 98%.
Smart and Innovative Solutions
His Excellency Mattar Al Tayer, Director General, Chairman of the
Board of Executive Directors of the Roads and Transport Authority
(RTA), stated that RTA’s digital-channel results demonstrate advanced
corporate maturity in adopting digital transformation. RTA is moving
from service digitisation to designing an integrated digital ecosystem
driven by data and artificial intelligence, supporting Dubai’s aspirations
for global leadership in smart cities. He noted that this transformation
reflects the vision of the wise leadership to enhance the quality of life in
Dubai, strengthen the emirate’s global competitiveness, and lead it to
be the world’s smartest city.
Al Tayer added, “RTA is moving ahead with expanding digital services
and adopting the latest artificial intelligence technologies to deliver
outstanding services to customers. RTA is also developing solutions
that enhance the customer experience, support the happiness of
Dubai’s residents and visitors, and reinforce the emirate’s position as a
leading global model for smart cities.”
“The shift to digital channels is a key pillar in advancing the mobility
ecosystem and related services. RTA remains committed to delivering
proactive, seamless services that meet customers’ aspirations and
provide an integrated service experience built on innovation and
collaboration across government entities, enhancing customers’ quality
of life.”
“The next phase will focus on expanding the use of artificial intelligence
and emerging technologies in the design and delivery of services, while
strengthening integration with government digital platforms. This will
help build an advanced digital ecosystem that supports sustainable
growth and keeps pace with rapid global developments in mobility
sector, Al Tayer concluded.
Performance Indicators
This advanced performance marks the culmination of RTA’s digital
transformation journey. RTA achieved 94% on the Digital Maturity
Index, reaching Level 5, the highest level across the Government of
Dubai in 2025, and ranked among the top four government entities.
RTA also scored 83% in the Digital Customer Experience pillar, a 12%
increase on 2024, and achieved 100% in the accessibility assessment
for People of Determination, reflecting RTA’s commitment to providing
inclusive, sustainable digital services aligned with the highest
international standards.
Smart Apps
As part of efforts to enhance services through smart apps, RTA
recorded customer usage of services via smart apps at more than 25%,
a 40% increase year on year. RTA also launched 18 new services
through the RTA Dubai app, designed in response to customer needs
and government directions.
Smart apps continued to gain traction, with active users of the RTA
Dubai app exceeding 1.2 million in 2025. Meanwhile, S’hail app also
introduced a range of services linked to the automated fare collection
system, including nol card services, alongside new features and
enhancements that improved the integrated mobility experience and
reinforced the concept of shared digital channels.
These developments support RTA’s drive to provide a unified and
seamless mobility experience across Dubai’s various transport modes.
They also contributed to higher app usage, with annual visits rising to
68 million, increasing by 144% from 2024. Requests for enquiry and
journey-planning services also rose to 48 million, representing 48%
growth.
RTA continues to develop S’hail app by adding new services and
features, further strengthening the app’s position as the “Mobility in
Dubai” channel and providing customers with a more integrated digital
service.
Website
RTA provides 103 services through the website, with 11 million
transactions completed and a customer happiness index of 96%. RTA
also launched four new digital platforms on the website, including
dedicated platforms for the Road Safety Film Festival Competition,
Delivery Service Excellence Award, Academic Scholarship Programme,
and Dubai Award for Sustainable Transport.
RTA also added three new services: payment of advertising signboard
fines, contesting violations, and the temporary passenger transport
permit service, “Naqel”. RTA also introduced an AI-powered search
feature to make services easier to access and improve the user
experience.
Virtual Assistant “Mahboub”
RTA has significantly enhanced digital services through the virtual
assistant “Mahboub”, adding and improving 15 digital services under
Phase 3 of the Services 360 Plan. This raised the total number of
interactive services to 32, improving the efficiency of the digital
ecosystem and elevating the customer journey.
The enhancement also contributed to greater uptake of digital channels,
with transactions increasing by 20.6% compared with 2024 and revenue
collected rising by 8.1%. This reflects the growing reliance on digital
channels as a primary option for completing services, as well as their
expanding role in supporting financial sustainability and creating added
value for government services.
Smart Kiosks
Across alternative service channels, smart kiosks offering 24 services
covering drivers, vehicles and nol witnessed growing uptake.
Transactions increased by 17.3% compared with 2024, surpassing 1
million, while revenue exceeded AED 425 million, a rise by more than
11% year on year. As part of kiosk expansion plans, RTA launched four
new interactive kiosks at Customer Happiness Centres.
WhatsApp
The WhatsApp channel offers 16 services, with revenue from parking
ticket reservations rising to more than AED 21.7 million. RTA also
launched “Madinati” service via Mahboub chatbot on WhatsApp, using
computer vision and generative AI technologies to support the shift
towards proactive smart services.
Enhancing Integration
RTA continued to implement objectives of the Services 360 Policy by
launching and enhancing 48 of 74 digital services across digital
channels, strengthening service integration and simplifying the
customer journey.
As part of Dubai Government’s digital integration, RTA expanded
services across shared digital channels. RTA added 14 services to
S’hail app under the “Mobility in Dubai” channel, enhanced 23 services
on “Dubai Now”, and upgraded 21 services on “Invest in Dubai”. RTA
also made 10 services available through “Visit Dubai” and integrated
RTA services into the “Build in Dubai” platform. These efforts support
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the drive towards a connected one-government model and enhance the
customer experience across shared digital channels.
Global Awards
RTA continued to strengthen global presence and excellence, winning
two Global Business Tech Awards. The RTA Dubai app won the “Best
Application of Tech – Public Sector” award, while S’hail app won the
“Best Mobile Tech of the Year” award. The achievement reflects RTA’s
leadership in delivering advanced digital services, placing it among
leading global cities such as Singapore, London, Hong Kong and
Sydney.
