The Roads & Transport Authority (RTA) is planning to deploy 40 advanced customer feedback systems at all affiliated customer service centers in the Emirate in an effort to ensure the privacy of the customer while exercising his or her opinion freely on the services rendered by the RTA.
Dr. Aysha Al Busmait, Director of Customer Service Dep’t at RTA Administrative Support Services Sector, said: “Supplying all customer service centers with these advanced customer feedback systems comes in the context of RTA efforts to upgrade and maintain the quality of service delivered to customers at world-class standards.
“These systems will be placed in the lounge of customer service centers in order to ensure the privacy of the customer while expressing his or her opinion after the transaction is being processed at a distance from the counter where the service was delivered. The customer can express his or her views and feedback on both the service and the attending employee through quoting the service counter number. These systems, which have a 10.6 inch screen, are easily programmed and highly efficient. RTA has supplied 5 systems at the Main Customer Service Center at Umm Al Ramool on a trial basis; afterwards the systems will be distributed to all customer service centers” she said.
Dr. Aysha added: “Customer Service Centers Dep’t always focuses on customers as they are the target of all RTA services through implementing the best global practices in the field of customer service. RTA is also constantly seeking to improve and upgrade the quality of services rendered, heed to customers, and assign priority to meeting customer needs at all service delivery outlets.
She continued: “To achieve utmost level of customer satisfaction, RTA Customer Service Dep’t coordinated with Development and Quality Assurance Section the implementation of several initiatives such as the using of IP Phone, monitoring programs to ensure communication between coordinators and customers, and carrying out customer feedback questionnaire at various customer service centers about RTA services in order to continually assess customer needs. Communication channels also included telephone calls through the Call Center, regular interviews with focus groups to understand customer needs, and administering mystery shopper program.
“There are other communication channels with customers and strategic partners through the new Call Center, toll-free 8009090 and RTA website that offers more than 164 online services” said Dr. Aysha in a final remark.