In a major leap toward smarter public services, Dubai’s Roads and Transport Authority (RTA) has streamlined its driver licensing process, reducing the number of distinct services from 33 to 15. This 53% consolidation is part of the RTA’s broader Services 360 initiative in the Dubai App. This move aligns with the Government of Dubai’s goal to enhance the quality of life and promote seamless, digitally driven public services. A Unified, Smart Service Vision
Sultan Al Akraf, Driver Licensing Director at RTA, said:
“The initiative to re-engineer the customer journey and streamline the process of obtaining a driver’s license through smart channels is part of a comprehensive roadmap aimed at enhancing RTA’s services and improving the overall customer experience.”
At the core, this program has the Services 360 vision, which brings driver, vehicle, and transport services into one unified digital interface. Through integrated data, smart workflow, and predictive push notifications, the majority of licensing activities are now possible entirely online without center visits.
What Was Streamlined?
According to Al Akraf, the re-engineering involves:
Streamlined processes with fewer steps and mandatory centre visits
Shortened wait times and enhanced operating efficiency
Enhanced integration with federal and government portals
The 15 streamlined services now include key processes such as license application and renewal, category additions, transfer of trainee files from one institute to another, personal details updates, and substitution of lost or damaged licenses. Customers now receive proactive notifications and can complete all tasks entirely online via the RTA website or app.
Digital Innovation & Service Integration
In addition, the vehicle licensing business also changed. RTA cut services by 54 to 14 (a reduction of 74%), adding uniform online capabilities like the Vehicle Registration Cancellation service and electronic signatures using UAE Pass for easy remote completion of processes, including number plate collection.
Strategic Impact & Future Vision
Ahmed Mahboob, CEO of the RTA's Licensing Agency, said:
“This step is part of the '360 Comprehensive Services' plan, a new, integrated vision, delivering seamless, proactive, personalized services that meet rising expectations and evolving needs.”
He added that the transformation aligns with Dubai’s ambition to become a global smart-city leader, boosting digital adoption, operational efficiency, sustainability, and customer satisfaction. Together, these changes position Dubai as a leader in citizen-centric mobility services.
