Roads and Transport Authority (RTA) stressed the role of its existing partnership with the private sector in the field of customer service in bolstering the expansion, improvement and further development of services it provides to all clientele.
This remark was made during an “Open House for Strategic Partners” held with RTA stakeholders in December last.
Dr. Aysha Al Busmait, Director of Customer Services Centers Department at RTA Corporate Administrative Support Services Sector, stated that this partnership was supportive of RTA’s efforts intended to translate into reality its strategic goals in keeping with Dubai Government’s vision.
“This partnership also cements the profile of Dubai Emirate as a pioneering service center in the region, and enhances its impressive record of achievements in service, economic and social sectors,”
She pointed out that meeting RTA’s strategic partners was in line with RTA’s keen interest in supporting this partnership and highlighting its significance in upgrading the quality of services provided to customers and their positive impact on the development process in Dubai Emirate.
RTA Customer Service Centers Department organized this forum on Customer Service in cooperation with its strategic partners, which drew participation of several companies, including EPPCO, Emarat Petroleum Company, driving institutes, auto agencies and Ethos Training Consultancy. Apart from officials of the strategic partners, the forum was attended by a large number of RTA officials including directors, managers and employees of all RTA agencies.
An open dialogue was conducted during the gathering between RTA and its strategic partners through which several issues and matters relating to the progress of common business were discussed. In particular the parties discussed issues related to customer service, and Dubai Government Excellence Program (DGEP) criteria, besides picking up questions raised by the attendants to RTA specialists and experts.
To achieve the maximum levels of customer satisfaction, Dr. Aysha said: “RTA Customer Service Centers Department, in coordination with the Development and Quality Assurance Section, has implemented several initiatives, including the use of IP Phone technologies, monitoring programs to ensure continued communication between coordinators & customers. They also included carrying out customer feedback surveys targeting various service centers as well as Dubai Metro commuters focusing on RTA services with a view to continually studying customer’s needs. The initiatives also included telephone contacts through the Call Center and regular meetings with focus group of customers to understand their needs in addition to the application of the Mystery Shopper program, also involving Dubai Metro commuters”.
“Customer Service Centers Department is always keen on focusing on customers who are the main target of various RTA services; which is set to be realized through adopting world-class international practices in the field of customer services. RTA also continuously strives to improve its services, heed to its customers and assign priority to meeting customer needs at all service-providing locations”, add Dr. Aysha.
It is noteworthy that there are 73 RTA centers dedicated to customer services including the Main Customer Service Center at Umm Al Rumool and the new Call Center in addition to the dial-free number 8009090 and RTA website through which RTA provides more than 164 different e-services.