Dubai Taxi Corporation (DTC), a subsidiary of the Roads and Transport Authority (RTA), has unveiled an extensive strategic blueprint for digital transformation spanning the years 2022 to 2025.
This comprehensive strategy is geared towards achieving a multitude of strategic objectives, placing emphasis on digital mobility, operational excellence, financial stability, enhancing customer satisfaction, and paving the way for future advancements.
The cornerstone of the strategy rests on nine pivotal drivers: artificial intelligence, smart revenue generation, the Internet of Things, smart city initiatives, harnessing big data, enhancing governance, fortifying security systems and upgrades, ushering in process automation and paperless measures, ensuring future transformation, and introducing innovative smart services.
Artificial Intelligence at the Forefront Among the nine driving forces underpinning DTC’s digital transformation blueprint, a total of 45 initiatives are encapsulated, including those involving artificial intelligence. These initiatives encompass a range of innovations such as an AI-powered automated customer response (chatbot) system for addressing inquiries, a voice-enabled virtual assistant at the call center for seamless customer interaction, a Taxi Demand Prediction system employing AI to optimize vehicle distribution based on real-time data, and a Driver Face Recognition System aimed at verifying driver identity and enforcing security protocols in instances of unauthorized usage.
The AI-driven initiatives also extend to developing a Customer Voice Recognition System for identity verification, leveraging Augmented Reality to heighten customer experience and promote DTC’s services. Furthermore, onboard sensors are set to be integrated and connected to internal systems to facilitate proactive notifications before potential malfunctions. An integrated system for registering foreign worker suppliers on the supply platform is also in consideration, alongside enhanced communication channels with companies to bolster driver recruitment and appointment processes.
Smart Revenue Generation and IoT Integration The smart revenue segment entails enriching the DTC App with points of interest that offer business insights, implementing a school bus trip tracking system for parents’ convenience, and streamlining administrative procedures with online payment options. Meanwhile, the Internet of Things dimension centers on the automation of processes and procedures using advanced AI technology.
Envisioning a Smart City and Harnessing Big Data DTC’s vision for a smart city entails seamless integration of e-services with external customer-facing platforms. The big data realm involves introducing a smart rating system within the DTC App for clients to assess driver performance. Additionally, restructuring data storage in DTC’s data centers aims to enhance integration and analysis for informed decision-making and predictive insights. Centralizing all services within a single DTC platform simplifies customer accessibility, and a secure system (Integration layer – API connector) is being devised to facilitate the linking of new systems with existing ones.
Elevating Governance, Security, and System Upgrades A notable initiative in this domain focuses on safeguarding DTC’s database and surveillance systems to mitigate potential disruptions stemming from server downtime.
Streamlining Processes and Embracing Paperless Strategies Efforts within this sector are geared towards enhancing employee experiences, including the implementation of an attendance management system, collaboration with the Dubai Government’s digital recruitment platform for streamlined onboarding, and the development of an intelligent educational system tailored for driver training. The paperless initiative seeks to minimize paper-based transactions, decrease carbon emissions, and modernize processes.
Future Transformation and Innovative Smart Services The strategic roadmap charts the course for future evolution by aiming to establish a systematic framework for managing passenger flow and obtaining taxi and limousine services at Dubai airports. Additionally, plans are underway to introduce a Drivers Airport Queuing System for enhanced efficiency. The feasibility of constructing a virtual control center that empowers staff to access systems remotely is also being explored. The smart services facet encompasses integration of a customer relationship management system and the introduction of automated services catering to drivers, employees, and suppliers.
In a bid to drive Dubai’s taxi services towards greater efficiency, sustainability, and enhanced customer experience, DTC’s strategic digital transformation plan stands as a testament to its commitment to innovation and progress.