Dubai RTA launches Madinati on WhatsApp via Mahboub chatbot

Dubai continues to set benchmarks in smart governance and citizen engagement with yet another innovative digital initiative. The Roads and Transport Authority (RTA) has officially announced the launch of the Madinati smart reporting service through its WhatsApp-integrated chatbot, Mahboub. This pioneering step marks a significant advancement in the emirate’s vision of transforming itself into a fully smart, sustainable, and technologically agile city.

Under this initiative, both residents and visitors of Dubai can now report any kind of damage related to public transport facilities and infrastructure directly through WhatsApp. From broken pavements and damaged bus shelters to faulty traffic signals, directional signs, and other right-of-way assets, the service empowers individuals to play an active role in safeguarding the city’s infrastructure.

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Simplifying Public Participation

What makes Madinati unique is its simplicity. A user can simply capture a photo of the damage and send it through WhatsApp to Mahboub, the RTA’s interactive chatbot. The system automatically forwards the report to the concerned department within RTA, ensuring that the complaint is addressed in record time.

This digital ease not only enhances convenience for the public but also speeds up the reporting and resolution cycle. By involving residents and visitors in this seamless process, RTA aims to foster stronger community participation and collective responsibility for maintaining Dubai’s urban beauty.

Part of RTA’s 2024–2030 Strategy

The introduction of Madinati is not an isolated step but part of a broader, future-focused vision. RTA’s Strategy 2024–2030 emphasizes three core goals: Future Readiness, Transformation into a Data-Driven Organisation, and the Development of an Agile Technological Infrastructure. Each of these pillars aims to reinforce Dubai’s global standing as a smart, progressive, and sustainable city.

The smart reporting service embodies these values by integrating artificial intelligence, digital connectivity, and citizen collaboration into a single platform. By leveraging WhatsApp — an app familiar to nearly every smartphone user — RTA ensures that the service is accessible, practical, and scalable.

Encouraging Community Responsibility

Speaking on the occasion, Meera Al Shaikh, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector, emphasized the value of community engagement.

She remarked, “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.”

Her statement highlights the dual purpose of the initiative: improving infrastructure responsiveness while also nurturing a sense of ownership among Dubai’s diverse population.

Results Already Visible

The service has already started to show measurable impact. During the first half of 2025 alone, RTA’s Call Centre recorded 6,525 reports received through Madinati. This figure reflects how quickly the platform has gained traction among the public.

Moreover, the initiative does not stop at damage reports. The platform also enables users to submit suggestions and proposals related to streets and infrastructure. By doing so, RTA has effectively turned Madinati into a two-way channel — not just a reporting tool, but also a medium for constructive feedback and public-driven urban development.

Reinforcing Dubai’s Urban Image

Dubai is globally recognized for its cutting-edge infrastructure, aesthetic appeal, and futuristic vision. To maintain this reputation, timely maintenance and quick response to damage are crucial. With Madinati, RTA ensures that even minor issues such as cracked pavements or malfunctioning lights are reported swiftly, preventing them from escalating into larger problems.

At the same time, this proactive approach reinforces Dubai’s image as a city that values its residents’ input and prioritizes public satisfaction. The initiative is a testament to how technological innovation, when aligned with civic responsibility, can create sustainable solutions for urban challenges.

Building a Scalable Digital Infrastructure

Beyond immediate reporting, Madinati is part of a larger digital ecosystem that RTA is consistently working to strengthen. The authority is actively investing in a flexible and scalable digital infrastructure, ensuring that its services evolve in step with technological progress and growing public expectations.

These efforts reflect RTA’s broader mission: to make Dubai not only a hub of innovation and luxury but also a city where governance is participatory, data-driven, and responsive to the smallest of community needs.

With the launch of Madinati through Mahboub, Dubai’s RTA has yet again proven its dedication to setting global benchmarks in smart governance and urban management. By combining technology, community participation, and sustainability, the authority has created a service that is as practical as it is futuristic.

The road ahead promises even greater digital transformations under the 2024–2030 Strategy. As Dubai continues to embrace innovation at every step, initiatives like Madinati stand as shining examples of how technology can bridge the gap between governance and public participation.

For residents and visitors, this initiative offers more than just a reporting tool; it is an invitation to actively take part in preserving the city’s beauty and functionality. For RTA, it is a reaffirmation of its vision to build a smarter, cleaner, and more responsive Dubai.

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