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Multimodal integration
UITP awards nominee

Dubai Expo 2020: RTA multimodal transport for mega-events

Roads and Transport Authority, Dubai

  • Multimodal integration
United Arab Emirates
Elevator pitch
The Expo 2020 Dubai was the first mega international event in terms of scale, duration, and visitor count during the height of the COVID-19 pandemic. The requirement was to deliver and centrally monitor RTA’s multimodal services within the agreed service levels.
Project description


The requirement was to centrally monitor RTA’s multimodal transport services offered for the Expo 2020 Dubai, all in order to achieve seamless and optimised transport delivery to local and international visitors in compliance with the Expo 2020 service level agreements.

RTA’s role as strategic Transport Partner was to offer end-to-end transport services, integrated modal availability, and seamless accessibility for Expo 2020 visitors to the event. The objective was to meet the transport demand of 25 million visitors in the context of pandemic restrictions, which made some concerned to use public transportation. Given this, RTA was tasked to provide safe, secure, and reliable transport services for the event.

Innovative features

The RTA’s transport plan for Expo 2020 utilised & optimised the following elements:

High performance Leadership

Clear leadership on strategy, coordination, support, planning, and monitoring & operations. Skill-based selection of the team members.

Process and Operational Framework

Customised the existing process at the RTA corporate level. Namely, on governance, risk management, technology governance, business continuity, crisis management, technology efficiency, and agility. This also included optimisations in Transport Delivery Operations and developing specific processes for operation execution, stakeholder communications, monitoring, reporting, review, issue resolution & change management.

Agile high performance

  • Achievement of 92.2% customer satisfaction & internal on time response rate of 99%
  • Affirmed RTA’s reputation as a reliable public transport entity
  • Development RTA OCC governance policy & framework for control centres, aimed for accelerated improvements
  • Effective change management practices as part of all future event transport operation plans
  • Enhanced service monitoring capabilities, new service streams & operational avenues
  • Established excellent operational efficiency parameters using data utilisation for surveillance & predictions for network improvement
  • Exemplary utilisation potential with new integration of technology
  • Identification of agile high performance cross-functional teams for RTA
  • 99%

    internal on time response rate

  • 92.2%

    customer satisfaction

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