Dubai RTA targets 5% congestion cut, 20% fewer novice driver accidents under updated AI strategy

Dubai’s Roads and Transport Authority (RTA) has set specific performance targets in its revised Artificial Intelligence Strategy, including a 3 to 5 percent reduction in traffic congestion and a 10 to 20 percent decrease in accidents involving newly licensed drivers. The authority also aims to cut case and complaint processing times by 20 to 30 percent and to reduce waiting times at Customer Happiness Centres by 14 to 16 percent.

Other objectives include shortening service delivery times at those centres by 15 to 20 percent, trimming procurement cycles by 10 to 15 percent, and saving 10 to 15 percent in operational and engineering working hours. RTA expects the strategy to generate more than 300 million dirhams in annual added value and to shift 50 percent of its operations and services to an Agentic AI ecosystem over two and a half years.

RTA sets targets for congestion, accident reduction

Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of RTA, launched the updated strategy. He said it would expand the use of AI across Dubai’s transport network and government services, making everyday processes faster and more convenient for residents. The strategy covers 41 areas across RTA’s agencies, sectors and departments. Its first two implementation waves address 11 business areas, including vehicle licensing, traffic, roads, public transport, customer happiness, procurement and human resources.

Al Tayer described the initiative as an advanced stage in the authority’s digital transformation, moving from AI applications that support employees and operations toward intelligent systems capable of analysing data, predicting outcomes, supporting decision-making and delivering end-to-end services. He added that the focus was also on using technology to make mobility easier for people living in and visiting Dubai.

“Through this strategy, we aim to expand the use of future technologies in planning, operating and managing road and public transport networks, while developing proactive, personalised services that meet customer needs, save time and effort, and make mobility easier,” Al Tayer said. He noted that investment in AI was also an investment in Dubai’s future competitiveness, with RTA working to combine technology, data, skilled employees and strategic partnerships to improve productivity and resource use.

Digital services set for AI transformation

Several initiatives under the strategy are designed to change how residents access transport-related services. An upgraded version of Mahboub, RTA’s smart chatbot, uses Agentic AI to transform from a platform that responds to queries into one that can complete transactions through RTA’s app, website and WhatsApp. Customers can already use the upgraded platform to complete five vehicle licensing services and access about 100 information services. Integration with UAE PASS and Dubai Pay allows vehicle-related transactions to be completed in under five minutes.

RTA aims to double the speed of service delivery through the platform and to increase the proportion of services delivered through it to 10 percent by the end of 2026 and to 50 percent by the end of 2027. Another initiative targets the processing of electronic No Objection Certificates (eNOCs), required for works and projects near RTA assets. The AI-powered system guides applicants through the process, conducts preliminary checks of submitted documents and provides engineering insights to support review and approval.

With approximately 130,000 certificates issued annually and demand increasing by about 11 percent, RTA aims to make the process three times faster, save more than 700,000 days per year and improve customer satisfaction by over 5 percent. The initiative is also expected to increase revenues by 5 to 10 percent. AI is also being introduced into auditing vehicle licensing documents. The Agentic AI Auditor uses machine learning and optical character recognition to identify irregularities, recommend corrective action and maintain audit records.

Covering seven priority services, the system aims to make auditing up to 21 times faster, expand checks to cover 100 percent of documents within its scope and save more than 25,000 hours of manual work annually. For businesses working with RTA, the Outsourcing Contracts Accountant uses AI to review outsourcing contracts before payments are approved, analysing attendance records and work outputs, checking compliance with contractual terms and streamlining invoice reviews.

Bus network to benefit from AI planning

Public transport is another major focus. RTA is developing an Agentic AI-powered Bus Network Planner that deploys about 20 AI agents to help planners assess and improve Dubai’s bus network. The system analyses performance indicators, identifies gaps in services, simulates operational alternatives and recommends suitable options for network development. RTA aims to accelerate analysis and assessment fivefold and reduce the time needed to implement bus service changes from about 60 days to 48 days.

The initiative is also expected to improve on-time performance by up to 10 percent and increase the cost recovery ratio by 3 to 7 percent, with the broader objective of improving the passenger experience and making buses a more attractive transport option. More than 180 AI use cases and quick-win initiatives have been identified across 11 business areas, involving 12 implementing departments.

Implementation and partnerships

Of the 40 AI products identified in the strategy, 11 have already been launched: five in Planning and Business Development, five in Vehicle Licensing and one in Right-of-Way. Ahmed Hashem Bahrozyan, CEO of RTA’s Corporate Technology Support Services Sector, said the authority was also expanding the use of Microsoft Copilot among employees, with active usage exceeding 90 percent among its users. “AI adoption has also supported employees in performing their tasks more efficiently, accelerating task completion and boosting corporate productivity,” Bahrozyan said. He said the tool had delivered a 10 percent saving in working time.

RTA has submitted 34 works for intellectual property registration, secured approval for its Rail AI Chatbot work and won the AI World Series 2026 Award. It has developed eight strategic initiatives in collaboration with international technology partners, including Huawei, Boston Consulting Group and Microsoft. Bahrozyan said the strategy would also focus on strengthening employees’ ability to use AI across different business functions through specialised training, intelligent tools and a culture of continuous learning.