Digital revenue rises 20.6%, customer happiness reaches 98%, and AI-driven transformation enters next phase
Dubai | May 31, 2026
Dubai’s Roads and Transport Authority (RTA) generated AED 5.3 billion in revenue through its digital channels in 2025, recording a 20.6% increase compared to the previous year. The milestone highlights the growing adoption of digital services across the emirate and reflects the authority’s continued progress in building an advanced, technology-driven mobility ecosystem.
According to RTA, more than 628 million transactions were completed through its digital channels during 2025, representing a 13% increase year-on-year. The authority currently offers 105 digital services across six digital platforms, with digital channel adoption reaching 96%. Customer satisfaction also remained exceptionally high, with the customer happiness index standing at 98%.
AI-Driven Digital Transformation
His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, said the results demonstrate the authority’s advanced level of digital maturity and its successful transition from service digitisation to a fully integrated ecosystem powered by data and artificial intelligence.
He noted that the transformation aligns with Dubai’s vision of becoming the world’s smartest city while enhancing residents’ quality of life and strengthening the emirate’s global competitiveness.
“RTA is expanding digital services and adopting the latest artificial intelligence technologies to deliver outstanding customer experiences,” Al Tayer said. “These initiatives support the happiness of Dubai’s residents and visitors while reinforcing the emirate’s position as a leading global model for smart cities.”
He added that the next phase of RTA’s digital journey will focus on predictive analytics, emerging technologies, and deeper integration with government digital platforms to support sustainable growth and keep pace with rapid developments in the mobility sector.
Strong Performance Across Digital Indicators
The authority’s achievements were reflected in several key performance indicators during 2025. RTA scored 94% on the Digital Maturity Index, achieving Level 5—the highest rating within the Government of Dubai—and ranking among the top four government entities.
The authority also recorded an 83% score in the Digital Customer Experience category, marking a 12% improvement over 2024. Additionally, RTA achieved a perfect 100% score in accessibility assessments for People of Determination, underlining its commitment to inclusive and sustainable digital services.
Smart Apps Drive User Engagement
Smart applications continued to play a major role in RTA’s digital success. Usage of services through mobile applications increased by more than 25%, reflecting a 40% annual growth. During the year, RTA introduced 18 new services through the RTA Dubai app in response to customer needs and government priorities.
Active users of the RTA Dubai app exceeded 1.2 million in 2025. Meanwhile, the S’hail app expanded its offerings by integrating additional services related to Dubai’s automated fare collection system, including nol card services and enhanced mobility features.
The growing popularity of these applications contributed to a significant increase in annual visits, which reached 68 million—up 144% from 2024. Requests for enquiry and journey-planning services also climbed to 48 million, representing a 48% increase.
Enhanced Website and AI-Powered Services
RTA’s website continues to serve as a key digital gateway, providing access to 103 services. More than 11 million transactions were completed through the website in 2025, while customer happiness reached 96%.
The authority also launched four new digital platforms, including dedicated portals for the Road Safety Film Festival Competition, Delivery Service Excellence Award, Academic Scholarship Programme, and Dubai Award for Sustainable Transport.
Three new services were introduced on the website, including payment of advertising signboard fines, contesting violations, and the temporary passenger transport permit service, “Naqel.” An AI-powered search feature was also added to improve accessibility and user experience.
‘Mahboub’ Virtual Assistant Expands Capabilities
RTA further strengthened its digital ecosystem through its virtual assistant, “Mahboub.” Under Phase 3 of the Services 360 Plan, 15 services were added or enhanced, bringing the total number of interactive services available through the platform to 32.
The improvements contributed to a 20.6% increase in digital transactions and an 8.1% rise in revenue collection compared to 2024, highlighting the growing reliance on digital channels as the preferred option for accessing government services.
Growth Across Smart Kiosks and WhatsApp
Alternative service channels also recorded notable growth. Smart kiosks offering 24 services for drivers, vehicle owners, and nol users processed more than one million transactions during the year, an increase of 17.3%. Revenue generated through kiosks exceeded AED 425 million, up more than 11%.
RTA also expanded its WhatsApp service channel, which now offers 16 services. Revenue generated through parking ticket reservations surpassed AED 21.7 million. The authority additionally launched the “Madinati” service through the Mahboub chatbot, leveraging computer vision and generative AI technologies to deliver more proactive digital services.
Strengthening Government Integration
As part of Dubai Government’s digital integration strategy, RTA enhanced and launched 48 of its 74 digital services under the Services 360 Policy.
The authority expanded services across shared digital platforms by adding 14 services to S’hail, enhancing 23 services on Dubai Now, upgrading 21 services on Invest in Dubai, and integrating services into Visit Dubai and Build in Dubai platforms. These initiatives support Dubai’s one-government model and provide customers with a more seamless digital experience.
International Recognition
RTA’s commitment to innovation also earned global recognition. The authority secured two Global Business Tech Awards, with the RTA Dubai app winning the “Best Application of Tech – Public Sector” award and the S’hail app receiving the “Best Mobile Tech of the Year” award.
The recognition places Dubai among leading smart cities worldwide, alongside global hubs such as Singapore, London, Hong Kong, and Sydney.
Looking Ahead
With digital adoption continuing to grow and customer satisfaction reaching record levels, RTA is preparing for the next stage of its digital transformation journey. By expanding the use of artificial intelligence, predictive analytics, and emerging technologies, the authority aims to further enhance mobility services and strengthen Dubai’s position as one of the world’s most advanced smart cities.
