A three-decade transformation of urban mobility
Over the past 30 years, Dubai has completely redefined its taxi sector. What began as a loose collection of independently owned vehicles with inconsistent tariffs has become a unified, high-performing system. Today, taxis in Dubai are run under a regulated franchise model, integrated with other public transport, and supported by advanced technology. For Adel Shakeri, Director of Strategy, Planning and Business Development at the Roads and Transport Authority (RTA), the changes have been guided by a single vision: deliver safe, efficient, and customer-focused services.
From fragmentation to integration
In the early years, taxis in Dubai operated independently, with no standardised fares and no metering. Passengers could expect different prices depending on the driver and the journey, making the service unpredictable. RTA brought these operators under a single framework, establishing common tariffs, equipping every taxi with a meter, and creating a single dispatch centre. This centralisation meant the nearest vehicle could be sent to each passenger, reducing estimated arrival times — now under 3.5 minutes for 70% of trips.
Today, Dubai’s taxi network is run by five franchise operators. RTA allocates licences through competitive tenders, evaluating companies on both technical and financial criteria. Contracts run for five years, with operators responsible for vehicles, depots, and driver recruitment, while RTA provides the technology framework, enforces KPIs, and maintains standards. Safety and customer satisfaction are the two most closely monitored indicators.
Harnessing technology and data
Technology is now embedded in every aspect of Dubai’s taxi operations. Integrated GPS mapping, dynamic pricing, on-board cameras, customer entertainment screens, and phone charging points all improve passenger experience. Data analytics, supported by Internet of Things (IoT) devices in every vehicle, helps RTA plan services, manage peak demand, and even reunite passengers with lost items. The system’s Regulating Monitoring System (RMS) connects all ride-hailing providers — including Uber and Careem — ensuring the authority can plan holistically and maintain consistent service standards.
A model for other cities
Adel’s advice for cities considering similar reforms is clear: start with customer needs, involve all stakeholders, and implement change management gradually but decisively. Dubai’s model shows how clear regulation, strategic partnerships, and continuous innovation can transform even the most fragmented taxi markets.
Looking ahead
By 2030, RTA aims for 25% of all trips in Dubai to be self-driving. The city has already signed agreements with autonomous vehicle providers and plans to shift 80% of taxi journeys from street hailing to e-hailing within two years. For Shakeri, this is part of a broader strategy to enhance efficiency, reduce congestion, and maintain Dubai’s reputation for world-class mobility services.
Listen to the Full Conversation
To hear the full conversation with Adel Shakeri, including detailed operational insights and future innovations, listen to the episode on Mobility Redefined.