Dubai Taxi Unveils a Strategic Plan for Digital Transformation

Dubai Taxi Corporation (DTC), a subsidiary of the Roads and Transport Authority (RTA), has unveiled its comprehensive digital transformation plan spanning from 2022 to 2025. This strategic blueprint is designed to achieve a spectrum of pivotal objectives, emphasizing digital mobility, operational excellence, financial viability, societal contentment, and forward-thinking initiatives. The framework is anchored on nine principal catalysts: artificial intelligence, smart revenues, the Internet of Things, smart city infrastructure, big data utilization, governance enhancements, security systems and upgraded technology, process automation coupled with paperless initiatives, future-focused transformations, and the provision of intelligent services.

Artificial Intelligence - Within the context of DTC's digital transformation strategy, the nine core drivers encompass a total of 45 initiatives, incorporating significant emphasis on artificial intelligence. These initiatives involve the introduction of automated AI responses, including a chatbot for customer inquiries, voice virtual assistance at the call centre, a predictive system for taxi demand, and a Driver Face Recognition System. Furthermore, a Customer Voice Recognition System is slated for development to authenticate customer identities, alongside the incorporation of Augmented Reality to enhance customer experiences and promote DTC's services. Additionally, onboard sensors will be installed and connected to internal systems to proactively receive notifications before potential malfunctions.

Smart Revenues and the Internet of Things - Smart revenue initiatives involve enriching the DTC App with points of interest, and facilitating business insights. Additionally, a school bus trip tracking system is in the works, allowing parents to monitor trips, streamline administrative processes, and make payments through the portal. The Internet of Things initiatives concentrate on the integration of artificial intelligence to automate procedures and processes.

Smart City and Big Data - Under the smart city umbrella, DTC aims to integrate e-services with external service sites, making them accessible to external customers. Big data initiatives include the deployment of a smart scale on the DTC App to evaluate drivers' performance as rated by clients. There's also a focus on restructuring data within DTC's data centres, promoting integration and analysis to support decision-making and future predictions.

Governance, Security, and Systems Upgrade - To fortify governance, DTC plans to safeguard its database, implementing robust monitoring systems to prevent disruptions stemming from server downtime.

Process Automation and Paperless Strategy - Initiatives under this category cater to employees, introducing an attendance management system, collaborating with the Dubai Government's digital recruitment platform, and automating a smart educational system for driver learning. The paperless strategy aims to minimize and automate paper transactions within DTC, with a concerted effort to reduce carbon emissions associated with such processes.

Future Transformation and Smart Services - Future transformation initiatives centre on managing passenger movement at Dubai airports for taxi and limousine services, including the development of a Drivers Airport Queuing System with a virtual control centre. The strategy also includes smart services, encompassing the integration of a customer relation management system and the automation of additional services for drivers, employees, and suppliers.