Dubais RTA has adopted a strategy to revolutionise customer experience over the period 2024-2028

Over the course of 2024–2028, Dubai's Roads and Transport Authority (RTA) plans to transform the consumer experience. The objective of this approach is to enhance the capacity to comprehend the distinct requirements and inclinations of clients, promote the creation of customised, proactive, and inventive goods and services, and direct and motivate client conduct to optimise the advantages of Dubai's transport networks.

The Dubai Urban Plan 2040, which aims to establish Dubai as the greatest city in the world for living, is in line with this customer experience approach, according to Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors, RTA. By making customer satisfaction a priority, it also supports RTA's Strategic Plan and Dubai Economic Agenda D33.

This endeavour aligns with the goals of the UAE Government's "We the UAE 2031" vision as well as the direction set by the Dubai Government. The strategy's first component is offering a cutting-edge customer experience. It consists of eight components to help execution.

• By providing distinctive value and emphasising important mobility components including accessibility, timeliness, comfort, safety, and positive conduct, this aspect seeks to provide better mobility experiences. 
• Data-Driven Customer Experience is the second. It entails using data, sophisticated analytics, and practical future insights to inform experience design and customisation. 
• Encourage a Customer-Centric Culture is the third. In order to motivate staff to fulfil and even surpass customer commitments, the initiative aims to foster a customer-focused culture throughout the RTA.
• Experiences Based on Predicting Customers' Needs and Desires" makes up the fourth component. It reflects and reacts to client requirements and preferences using advanced analytics, machine learning, artificial intelligence, and customer data.
• An interactive and smooth experience makes up the fifth component. It necessitates constant, seamless, interactive engagement with partners and consumers throughout all communication channels, backed by efficient and simplified processes.
•  Innovative Services comes in sixth. It demands that client experiences and services be continually improved while using the newest trends. 
• Empowering Workers comes in at number seven. It involves providing staff members with the knowledge, abilities, resources, and equipment necessary for them to respond to clients quickly and offer answers.
• The eighth is Digital Technologies Enable Customer-Centricity. In order to quickly adjust to changing client demands, it is necessary to use intelligent and flexible services, technologies, and platforms.