Dubai's Roads and Transport Authority launches a smart reporting service through WhatsApp to enhance infrastructure maintenance and community involvement.

In an innovative step toward enhancing the ease of reporting infrastructure issues, Dubai's Roads and Transport Authority (RTA) has introduced the smart service "My City" through the automated assistant "Mahbob" on WhatsApp. This initiative enables both residents and visitors to swiftly report damages related to public transportation facilities and other infrastructure in Dubai, such as road perimeters, pavements, bus shelters, traffic signals, and directional signs.

This initiative aligns with the authority’s 2024-2030 strategy aimed at preparing for future challenges by becoming a data-driven organization. By developing a flexible technological infrastructure, the RTA seeks to solidify Dubai’s status as a smart and sustainable city.

The feature allows users to capture images of damages and send them directly via WhatsApp. This simplification aims to improve the reporting experience while empowering individuals in contributing to immediate detection of issues. Furthermore, it accelerates action by transmitting these reports to relevant departments within the authority for timely resolutions. The streamlined process not only speeds up response times but also fosters community participation by providing a straightforward reporting platform.

Mira Al Sheikh, Director of Customer Happiness Department at RTA's Corporate Administrative Support Services Sector, emphasized that launching "My City" through Mahbob on WhatsApp demonstrates their commitment to enhancing community engagement in maintaining quality life standards in Dubai and upholding the authority’s institutional reputation. It also underscores their dedication to swift communication with the public for prompt handling of reports.

She added that during the first half of 2025 alone, RTA's call center received 6,525 reports via "My City." This statistic underlines how users are encouraged to propose improvements regarding infrastructure and streets-a crucial factor in strengthening partnerships between the RTA and public for preserving Dubai’s urban aesthetics.

Consistently proactive in its approach, the RTA aims to evolve its digital infrastructure sustainably. They strive towards increasing digital adoption for services provided with precision, innovation, and high quality tailored for all residents and visitors of Dubai.