Dubai’s Roads and Transport Authority (RTA) has significantly streamlined driver licensing services, cutting down the number of procedures from 33 to just 15 as part of a broader initiative to enhance customer experience through digital solutions.
Sultan Al Akraf, Director of Driver Licensing at RTA’s Licensing Agency, emphasized that this move is part of a larger plan to re-engineer the customer journey. “The initiative to re-engineer the customer journey and streamline the process of obtaining a driver’s licence through smart channels is part of a comprehensive roadmap aimed at enhancing RTA’s services and improving the overall customer experience,” he said.
The newly consolidated services, accessible through RTA’s Dubai App under the “Services 360” plan, offer a unified platform for various functions — from applying for or managing a driver’s licence, adding new vehicle categories, and transferring a trainee’s file between driving institutes, to updating personal information, renewing licences, and requesting replacements.
The initiative leverages advanced technology and data integration, providing a seamless, efficient experience for both individual and corporate customers. “RTA remains committed to enhancing the quality of services provided… by developing smart solutions, streamlining procedures, and continuously improving operational efficiency and sustainability,” Al Akraf added.
By minimizing the number of steps required, the RTA aims to reduce customer visits and waiting times while ensuring a secure, customer-centric service ecosystem in line with Dubai’s vision for a smart and connected city.