Dubai’s Roads and Transport Authority (RTA) has reopened its Customer Happiness Centres in Umm Ramool and Al Barsha following extensive redevelopment, transforming them into hybrid facilities that blend digital automation with personalised service.
The move is part of RTA’s wider plan to expand digital services in line with the UAE Digital Government Strategy and Dubai Government’s “Services 360” vision. Customers can now access fully automated services through smart kiosks and digital devices, while service advisors remain available for dedicated support.
His Excellency Mattar Al Tayer, RTA Director General, highlighted the authority’s commitment to integrating artificial intelligence and digital technologies to enhance customer experience and accelerate digital adoption. He said the initiative reflects directives from Dubai’s leadership to position the emirate as a global smart city and ensure services exceed customer expectations.
The redeveloped centres feature sustainable designs inspired by natural elements, offering a comfortable and efficient environment across all stages of the customer journey. The upgrades increased the number of services from 72 to 97, with transaction capacity expected to rise from 84,000 in 2024 to over 100,000 by year-end.
The 24/7 Umm Ramool Centre has already served more than 1,350 customers monthly outside standard hours, with footfall rising over 25% in Q2 2025 compared with Q1. The redesign emphasises inclusivity, operational efficiency, and seamless integration of digital and traditional channels.
Al Tayer underscored the importance of prioritising customer happiness and ensuring RTA employees continue to deliver high-quality service. Following the successful transformation of centres in Al Twar, Al Kifaf, and Al Manara in 2023, RTA plans to complete the Deira centre’s conversion to a hybrid model by 2026.
News Source: Dubai Media Office
