The Roads and Transport Authority (RTA) and Digital Dubai have announced the enhancement of the ‘Madinati’ service within the Dubai Now application, developed in partnership with the Dubai Electricity and Water Authority (DEWA) and Dubai Municipality. The service aims to empower individuals to communicate with Dubai Government and report observations and issues in streets and public spaces easily and effectively, as part of the authorities’ commitment to leveraging artificial intelligence to facilitate service delivery, enhance quality of life, and promote a culture of shared responsibility within the community.
This development is aligned with the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, may God protect him, that Dubai shall be the world’s best, most beautiful, and most civilised city. It also supports the objectives of the Steering Committee for Preserving Dubai’s Urban Aesthetic, established by His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister, Minister of Defence, and Chairman of the Executive Council of Dubai, in September 2025.
The Madinati service is one of RTA’s initiatives, originally launched in 2007, with the aim of preserving the distinctive urban and aesthetic image of Dubai, strengthening community partnership, and contributing to the preservation of the city’s urban character as part of Dubai’s Smart and Sustainable City strategy. The service enables residents and visitors of Dubai to easily report infrastructure and public transport facility damage across the emirate, including damage to road corridors and pavements, bus shelters, traffic signals, directional signs, and other infrastructure facilities.
Since its launch in 2007 until mid of the current year, the total number of reports and observations received by the Madinati service has exceeded 285,281. RTA announced the provision of the smart Madinati reporting service through the AI chatbot ‘Mahboob’ on WhatsApp, as part of the Authority’s Strategy 2024–2030 and its goals of ‘Future Readiness,’ transitioning to a leading data-driven authority, and developing a resilient technological infrastructure — reinforcing Dubai’s standing as a smart and sustainable city.
“The Authority is keen to enhance institutional integration with various government bodies and departments in Dubai, ensuring unified efforts, accelerating response, and achieving the highest levels of efficiency in addressing observations, in line with the directives of our wise leadership, may God protect them, that Dubai shall be the world’s best, most beautiful, and most sustainable city. The deployment of modern technologies and artificial intelligence is a core pillar in the development of the Madinati service, as these technologies contribute to improving the user experience, increasing the accuracy and speed of report processing, and enhancing community participation — placing the human being at the heart of the development process. The development of the service is aligned with the objectives of the Steering Committee for Preserving Dubai’s Urban Aesthetic and with the Dubai Urban Plan 2040, by supporting efforts to address uncivilised phenomena and preserve the beauty and visual harmony of the city, positively reflecting on the quality of life of residents and visitors of the Emirate of Dubai.”
— H.E. Matar Mohammed Al Tayer
Director General and Chairman of the Board of Executive Directors, Roads and Transport Authority
“At DEWA, in collaboration with our partners at Digital Dubai and the relevant government entities, we support initiatives that contribute to elevating service quality and infrastructure, and enhancing the urban image of Dubai. We are committed to simplifying people’s lives by integrating the latest advanced technologies — such as generative AI and data analytics — alongside integration with various institutions in Dubai, in alignment with the Dubai Government’s comprehensive government integration approach. Empowering community members to report observations via an AI-supported service is a significant step towards enhancing community participation, accelerating response, and improving operational efficiency. This integration between government entities embodies the unified work methodology upon which Dubai is built, and translates the vision of the wise leadership to make Dubai the world’s best, most beautiful, and most sustainable city.”
— H.E. Saeed Mohammed Al Tayer
Managing Director and CEO, Dubai Electricity and Water Authority (DEWA)
“The development of the Madinati service represents an important step in strengthening the community’s partnership with government entities to preserve the urban image of the Emirate of Dubai. Dubai Municipality is committed to preserving the urban image and to deploying the latest technologies that ensure rapid field observation and efficient response, supporting quality of life and maintaining the city’s beauty, cleanliness, and urban harmony. Empowering the community to report instantly through this smart platform embodies Dubai’s approach of transparency and shared responsibility, and enhances the city’s ability to address uncivilised behaviours and practices to preserve Dubai’s identity as one of the world’s most beautiful and distinguished cities.”
— H.E. Eng. Marwan Ahmed Bin Ghalita
Director General, Dubai Municipality
“We view every individual as a full partner with the government in developing quality of life — something that benefits everyone and reinforces Dubai’s image as a city of the future and a destination for happy living. At Digital Dubai, driven by our strategy and enabling role, we continue working with our partners to develop all technical solutions and channels that facilitate real-time communication between individuals and the government. In this context comes the Madinati service, which supports the objectives of the Steering Committee for Preserving Dubai’s Urban Aesthetic, so that the city remains the most radiant and vibrant. This service has become part of the unified personal services application in the city, Dubai Now, and is now accessible to everyone around the clock. We call upon all who live in Dubai to benefit from it and from the rest of the services on the Dubai Now application, and we affirm that government entities will be fully ready to respond to public observations, based on the principle of partnership and one national team.”
— H.E. Hamad Obaid Al Mansoori
Director General, Digital Dubai
The Madinati service is an intelligent, AI-powered, multimedia solution that enables Dubai’s residents, citizens, and visitors to report observations and issues by capturing photos. The service analyses those images, automatically classifies the reports, and routes them to the relevant government entities to ensure swift response and efficient resolution. The service covers multiple areas including roads and traffic — such as damaged roads and malfunctioning signals — environmental hazards such as fallen trees, flooding, and cleanliness observations, as well as services, utilities, and safety such as electrical hazards and water leaks.
The service operates via a user-friendly mechanism whereby the user captures a photo and uploads it through the application. The AI agent then analyses it, identifies the location of the problem using AI technologies, generates a description of the case, classifies it, and determines the relevant entity to address it. These entities follow up on the reports and confirm their resolution within a period ranging from one to five working days.
The Madinati service reflects Digital Dubai’s commitment to harnessing AI technologies to enhance community participation, simplify procedures, and improve the quality of life for residents of the Emirate of Dubai, as well as facilitating effective communication between the government and individuals. The service contributes to raising public awareness and participation in improving the city, supporting Dubai’s Smart City vision through real-time collective monitoring.
The Madinati service embodies the approach of innovation and integration between government entities, with the deployment of artificial intelligence in service of the community, reinforcing Dubai’s leading global position in digital transformation and translating the vision of the wise leadership towards building a smarter, more resilient, and more sustainable city.
