"Dubai roads" and"Digital Dubai" Two service developments "My city" To enable individuals to participate in enhancing the cultural appearance of the emirate

Dubai, February 16, WAM / The Roads and Transport Authority and Digital Dubai announced the development of the “My City” service within the Dubai Now application, in partnership with the Dubai Electricity and Water Authority and Dubai Municipality, with the aim of enabling individuals to quickly communicate with the Dubai government, and to report observations and problems regarding infrastructure such as roads, corridors and public facilities, easily and effectively, as part of its commitment to employing artificial intelligence to facilitate and accelerate the provision of services and enhance the quality of life, by calling on all members of society to actively participate. And establishing a culture of social responsibility.

The development of this service comes in line 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”, to make Dubai the best, most beautiful, most sophisticated and civilized city in the world, and in line with the objectives of the Steering Committee to preserve the civilized appearance of the city of Dubai, which is the committee that was formed by a decision of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai, Deputy Prime Minister and Minister of Defence, and Chairman of the Executive Council of the Emirate of Dubai in September. 2025.

The Roads and Transport Authority launched the “My City” service in 2007, with the aim of preserving the distinguished cultural and aesthetic appearance of the city of Dubai, enhancing community partnership and contributing to preserving the city’s cultural appearance as part of Dubai’s strategy for a smart and sustainable city, by enabling Dubai residents and visitors to easily report damage related to the infrastructure and public transport facilities in the emirate, including damage related to the right of way, sidewalks, bus canopies, traffic signals, directional signs and other infrastructure facilities.

The total number of reports and comments received by the “Madinaty” service, since its launch in 2007, until the end of the year 2025, amounted to more than 300,624 reports. The Authority had also announced the provision of the service through the “Mahboob” automated speaker in the WhatsApp application, as part of the Authority’s 2024-2030 strategy, and achieving its goals of “preparing for the future,” transforming into a leading data-based authority, and developing a technological infrastructure. Flexible, enhancing Dubai’s position as a smart and sustainable city.

His Excellency Mattar Al Tayer, Director-General and Chairman of the Board of Directors of the Roads and Transport Authority, stressed that the development of the “Madinaty” service comes within the framework of the Dubai government’s commitment to enhancing the quality of life and improving the civilized appearance of the emirate, by enabling community members to report observations and problems in the streets and public places easily and effectively.

His Excellency said: “The Authority is keen to enhance institutional integration with various government agencies and departments in Dubai, to ensure unified efforts, accelerate response, and achieve the highest levels of efficiency in handling observations, in line with the directives of the wise leadership, to make Dubai the best, most beautiful, and most sustainable city in the world.”

Al Tayer added: “Utilizing modern technologies and artificial intelligence represents a major focus in developing the “Madinaty” service, as these technologies contribute to improving the customer experience, increasing the accuracy and speed of processing reports, and enhancing community participation, which establishes a culture of shared responsibility and puts people at the heart of the development process.”

He stressed that developing the service is consistent with the goals of the Steering Committee to preserve the civilized appearance of the city of Dubai, and with the Dubai Urban Plan 2040, by supporting efforts aimed at addressing uncivilized phenomena and preserving the city’s aesthetics and visual harmony, which reflects positively on the quality of life of residents and visitors of the Emirate of Dubai.

His Excellency Hamad Obaid Al Mansouri, Director General of Digital Dubai, stressed the importance of the role of community members in supporting the government’s efforts through their vigilance and participation in reporting any gaps or problems that may affect the infrastructure and public facilities. He said: “We view every individual as a full partner of the government in developing the quality of life in a way that reflects on everyone and enhances the image of Dubai as a city of the future and an address for happy living. We in Digital Dubai, and based on our strategy and enabling role, continue to work with our partners in developing all technical solutions and channels.” Which makes it easier for individuals to communicate with the government moment by moment. In this context comes the “My City” service, which supports the goals of the Steering Committee to preserve the civilized appearance of the city of Dubai, and for it to remain the most brilliant and splendid city.

Al Mansouri added: “Today this service has become part of the unified application for individual services in the city, “Dubai Now,” and has become accessible to everyone around the clock. We invite everyone who lives in Dubai to benefit from it and the rest of the services on the Dubai Now application. We confirm that government agencies will be fully prepared to respond to the public’s comments, based on the principle of partnership and one national team.”

For his part, His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of Dubai Electricity and Water Authority, stressed that the development of the “Madinaty” service reflects the integration of government efforts to achieve the vision and directives of the wise leadership to provide integrated digital services based on flexible and effective business models that support Dubai’s competitiveness and its global leadership in quality of life and excellence of government services.

His Excellency Saeed Al Tayer added: “At Dubai Electricity and Water Authority, and in cooperation with our partners in Digital Dubai and relevant government agencies, we support initiatives that contribute to improving the quality of services and infrastructure, and enhancing the civilized appearance of the city of Dubai. We are keen to facilitate people’s lives by integrating the latest advanced technologies such as generative artificial intelligence and data analysis, in addition to integration with various institutions in Dubai, in line with the Dubai government’s trends in comprehensive government integration. Enabling community members to report observations through a service supported by artificial intelligence constitutes a step A mission towards enhancing community participation, accelerating response, and raising the efficiency of operations, as this integration between government agencies embodies the unified work methodology on which Dubai is based, and translates the vision of the wise leadership in making Dubai the best, most beautiful, and most sustainable city in the world.”

In turn, His Excellency Eng. Marwan Ahmed bin Ghalita, Director General of Dubai Municipality, said: “The development of the “Madinaty” service represents an important step in strengthening the community’s partnership with government agencies to preserve the civilized appearance of the Emirate of Dubai. Dubai Municipality is keen to preserve the civilized appearance, and to employ the latest technologies that ensure rapid monitoring of field observations and an efficient response to them, in a way that supports the quality of life and preserves the city’s beauty, cleanliness and urban harmony. Enabling the community to report immediately through this smart platform embodies Dubai’s approach based on transparency. “And shared responsibility, and enhances the city’s ability to address uncivilized behaviors and practices to preserve Dubai’s identity as one of the most beautiful, distinguished and bright cities in the world.”

The “Madinaty” service is a smart, multimedia solution supported by artificial intelligence, which allows Dubai residents, including citizens, residents and visitors, to report observations and problems by taking photos. The service analyzes those photos, automatically classifies reports, and directs them to the relevant government agencies to ensure rapid response and efficient resolution of problems.

The service covers multiple areas, including roads and traffic such as damaged roads and broken signals, environmental risks such as fallen trees, floods and hygiene observations, in addition to services, facilities and safety such as electrical risks and water leaks.

The service works according to an easy-to-use mechanism, where the user takes a picture and uploads it through the application, so that the smart agent analyzes it and determines the location of the problem using artificial intelligence techniques, then generates a description of the case, classifies it, and determines the concerned party to address it. These entities are responsible for following up on the reports and ensuring that they are processed within a period ranging from one to five working days.

The “Madinaty” service comes in the context of Digital Dubai’s commitment to harnessing artificial intelligence technologies to enhance community participation, simplify procedures, and increase the quality of life for the residents of the Emirate of Dubai, as well as facilitating the process of effective communication between the government and individuals. The service contributes to enhancing public awareness and participation in improving the city, which supports Dubai’s smart city vision through real-time collective monitoring.

The “Madinaty” service embodies the approach of innovation and integration between government agencies, while employing artificial intelligence to serve the community, enhancing Dubai’s global leadership position in the field of digital transformation and translating the vision of the wise leadership towards building a smarter, more flexible and sustainable city.

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