AED 5.3 billion in Revenue Generated Through RTA’s Digital Channels in 2025, Marking Growth of Over 20%

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 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.