Dubai’s Roads and Transport Authority (RTA) has announced the launch of the smart reporting service Madinati via “Mahboub” chatbot on WhatsApp. The service allows Dubai’s residents and visitors to conveniently report damage related to infrastructure and public transport facilities across the emirate, including right-of-way, pavements, bus shelters, traffic signals, directional signs, and other infrastructure assets.
This drive is part of RTA’s Strategy 2024–2030, which seeks to achieve goals including “Future Readiness,” “Transformation into a Data-Driven Organisation,” and “Development of an Agile Technological Infrastructure,” thereby reinforcing Dubai’s standing as a smart and sustainable city.
The service enables users to capture a photo and send it directly via WhatsApp, streamlining the reporting process and encouraging residents and visitors to take an active role in the prompt detection of damage. It delivers effective results by enabling the public to support the preservation of Dubai’s cleanliness and aesthetic appeal through photos, which are immediately forwarded to the relevant RTA departments for appropriate action. This substantially accelerates response times and the resolution of reports, while also reinforcing public participation through a simple and practical reporting platform.
Commenting on the initiative, Meera Al Shaikh, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector, said: “The launch of the smart reporting service Madinati through “Mahboub” chatbot on WhatsApp underscores RTA’s commitment to enhancing community participation in reporting damage and preserving the quality of life across the emirate, while also strengthening RTA’s corporate reputation. It further boosts engagement with the public by ensuring rapid responses to reports and feedback within record time.”
She added: “During the first half of 2025, RTA’s Call Centre received 6,525 reports through Madinati service. The platform also allows users to submit proposals related to infrastructure and streets, playing a key role in strengthening the partnership between RTA and the public in preserving Dubai’s urban image.”
RTA is consistently and proactively developing a flexible, scalable digital infrastructure capable of increasing the adoption of its digital services and delivering solutions that accurately address the needs of the public. These services are designed to be innovative, high-quality, and accessible to all residents and visitors of the emirate.
