The Roads & Transport Authority (RTA) has embarked on a program to motivate front-end employees based on the extent of care accorded to customers under the overall objective of the RTA to achieve higher customer service and customer satisfaction rating.
“The program covers employees deployed across 9 RTA Customer Service Centers where a number of standards have been set for the assessment of front-end employees such as the percentage of achievement, endeavours made to redress mistakes and avoid them later on, number of transactions processed, and most importantly, the teamwork spirit. The overall assessment hinges on the performance, as the services rendered by the employee are subjected to a quality & quantity assessment, and accordingly the deserved reward of the employee will be assessed,” said Dr. Aysha Al Busmait, Director of RTA Customer Service Centers.
She continued: “The program, which is run in conjunction with RTA Human Resources & Development Dep’t, aims at fostering a competitive environment in the field of customer services, increasing productivity, identifying improvement fields, delivering top-quality services, and achieving accurate & prompt processing of transactions.
“The program aims at delivering high levels of customer service, and accurate & prompt transaction clearance besides rewarding and motivating the employee to do more. The program also aims at continuously leveraging the performance of RTA Customer Service Centers to rise up to customers expectations,” said the Director of RTA Customer Service Centers.
“The winning employees will be announced on monthly basis, and RTA will offer regular incentives to be distributed every three months, including gifts and certificates of appreciation,” said Dr. Aysha in a final comment.