The Roads and Transport Authority (RTA) reiterated its keenness on the professional handling of customer complaints to ensure that issues raised are sorted at the highest international standards.
RTA is committed to raising customers’ satisfaction rating as it delivers about 200 services affecting the life of all community segments. About 92% of general complaints have been sorted out within the approved timeline of seven working days, and about 99% of emergency complaints have been signed off within 24 hours of their being reported.
Explaining these results, the Director of Customers Service at RTA’s Corporate Administrative Support Services Sector Ahmed Mahboub, said, “RTA receives customers inquiries, complaints through multiple channels namely the Call Center (8009090), smart apps, e-mail (firstname.lastname@example.org), fax, customers’ council, and brainstorming sessions held with customers. It also monitors the most frequent channels used in reporting complaints & suggestions and the most frequent topics discussed.
About 92% of general complaints were signed off within the fixed timeframe of seven days, whereas 99% of emergency complaints have been signed off within 24 hours of receiving the complaint. These include, for instance, a faulty traffic signal, damaged directional signage, holes in the street, and broken metal rail. The process indicates that RTA has got in place a comprehensive and advanced mechanism for quickly responding to customers’ feedbacks.
“The RTA offers about 200 services and has a mechanism for verifying & analyzing complaints to establish their feasibility. All RTA agencies & sectors have teams for handling daily complaints in their respective fields. It has committees that hold monthly meetings to examine the most frequent complaints in order to develop radical solutions in the light of specific targets to realize the required signing off rate. The RTA has a specific guide for managing complaints according to the degree of their sensitivity or gravity, and establishes the roles & responsibilities of each sector/agency as regards relevant complaints.
“Moreover, periodic reports are submitted to the Director-General and Chairman of the Board of Executive Directors, highlighting the most frequent complaints. Such complaints are referred to the Board of Executive Directors for considering the best means & techniques of curbing and fully rectifying them. There is a comprehensive process for automating the time sequence describing the compliance of the concerned agencies & sectors with the specific time allocated for reviewing the complaint.
This technological system automatically raises the complaint to the next level once the time allotted for the previous unit expires, resulting in performance indicators and transparency of the job implementation. The RTA has ad-hoc teams to verify the quality of services offered in accordance with the standards stated in the Services Specifications Manual. More info