Dubai’s Roads and Transport Authority (RTA) has introduced a new way for residents and visitors to report road and transport issues directly through WhatsApp. The service, integrated into the Mahboub chatbot, is part of the RTA’s broader push to improve response times and make services more accessible.
With the new Madinati reporting service, anyone can take a photo of a damaged pavement, faulty traffic signal, broken bus shelter, or other issue and send it instantly via WhatsApp. Reports are then forwarded to the concerned RTA departments for follow-up, helping to resolve problems faster.
Making it easier to report issues
Traditionally, residents had to call helplines or log onto online portals to report problems. The new WhatsApp service cuts out those extra steps. Most people already use the app daily, which means reporting is now just a matter of sending a message.
The Mahboub chatbot guides users through the process. After receiving a photo or message, the system categorises the issue and directs it to the relevant team. This reduces delays and helps the RTA act more efficiently.
Encouraging community involvement
RTA officials say the move is part of a wider strategy to involve the public in maintaining Dubai’s infrastructure.
Meera Al Shaikh, Director of Customer Happiness at RTA’s Corporate Administrative Support Services Sector, said the initiative is designed to give residents a stronger role in shaping their city.
She explained that making reporting easier builds trust and ensures that issues are addressed promptly. It also encourages people to be proactive in protecting the quality of Dubai’s streets and public spaces.
Strong response from the public
The Madinati platform has already seen significant use. In the first half of 2025 alone, RTA’s call centre recorded 6,525 reports from residents. These included issues ranging from damaged pavements to malfunctioning street signs.
By shifting the service onto WhatsApp, officials expect these numbers to grow further as the reporting process becomes even more convenient. The service also accepts suggestions for improvements to infrastructure, giving the public a direct way to share ideas on how to enhance transport facilities.
Aligning with Dubai’s smart city goals
Dubai has consistently positioned itself as a global leader in smart city development. The introduction of the Madinati WhatsApp service is one more example of how technology is being integrated into everyday life.
From digital Nol payments to AI-assisted traffic management, the city has steadily transformed how residents interact with services. Making issue reporting accessible through a simple WhatsApp chat reflects this same vision of efficiency and innovation.
By using a tool that people are already comfortable with, RTA ensures that the system is inclusive and widely used across different communities in Dubai.
Benefits for road users
The new WhatsApp service offers several clear benefits for road users and commuters:
- Quicker reporting of damage and faults across transport infrastructure
- Reduced waiting time for repairs and follow-up
- Easier access for all residents and visitors, regardless of language or technical ability
- Greater involvement in the upkeep of the city
This kind of direct participation not only strengthens the city’s infrastructure but also reinforces the idea of shared responsibility for maintaining Dubai’s global reputation.
The Madinati WhatsApp reporting service is a step forward in how Dubai manages its roads and public transport facilities. By combining simplicity with smart technology, RTA has created a system that saves time, boosts efficiency, and keeps the city safe.
As Dubai continues to expand, initiatives like this show how government services are evolving to match the needs of a fast-growing, diverse population. Residents and visitors now have a direct line to report problems — ensuring smoother journeys and better-maintained public spaces across the emirate.
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