The Call Center at the Roads and Transport Authority (RTA) has received 2,683,993 calls last year. The response time of 20 seconds per call covered 80 percent of these incoming calls; which indicates that 2,106,252 calls have been responded to within the targeted time.
The Center has also received 51,239 reports about Lost & Found items highlighted by the reunion of a young baby forgotten by family member in a taxicab. During the past year, the Center processed 20,244 transactions, and Madinati reports topped 19,772 reports.
“The rising number of incoming telephone calls handled by the Call Center (8009090) is indicative of the interaction between the Center and RTA customers whose inquiries, suggestions, complaints and other requests are well attended to. It also reflects the diversity of services provided by the RTA to the public,” said Ahmed Mahboob, Director of Customers Service at the RTA.
“The number of calls received by the Center in 2014 clocked 2,683,993 calls, which marks a remarkable increase of as much as 21% compared to the figure recorded in 2013 which was 2,210,298 calls.
The breakdown of calls received last year is as follows: 1,166,783 calls relate to the Public Transport Agency; 506,331 calls relate to the Licensing Agency; 161,778 calls relate to the Rail Agency; 156,193 calls relate to the Traffic & Roads Agency; 100,862 calls relate to the Corporate Technical Support Services Sector; 81,597 calls relate to the Dubai Taxi Corporation; 11,181 calls relate to the Corporate Administrative Support Services Sector; and 268 calls relate to the Strategy and Corporate Governance Sector,” elaborated Mahboob. More info