Dubai: The Roads and Transport Authority (RTA) in Dubai has launched a package of customer service improvements, which includes remotely monitoring customer waiting times and performance of Customer Happiness Centres.
Phase two of its queuing system was launched involving an online link between all Customer Happiness Centres and a central RTA operations room fitted with screens providing direct transmission of ongoing business processes, said Ahmad Mahboub, executive director of customers service, corporate administrative support services sector at RTA.
He added that such a feed enables first-hand assessment of performance indicators of these centres and the customer waiting time, all at the same time. The system is also implemented in vehicle testing centres and all other centres offering customer services.
The RTA said the move comes as part of efforts to deliver services to the highest standards. The move is in line with RTA’s third strategic goal — people’s happiness — and the government’s strategy prioritising ‘customers’ centrality’ in the performance of public entities.
Mahboub said: “Improving customers service is a top priority for the RTA towards realising its third strategic goal [people’s happiness]. The department has endorsed manuals and procedures of the highest standards such as the Service Specifications Manual, Madinati Manual, Customers Council Manual, and the Customers’ Needs and Expectations Manual. The RTA holds brainstorming sessions with customers, communicates with them through various channels, and honours those contributing ideas and feedbacks to the RTA. Such efforts promote the governance and transparency of all services.”
He added: “Improving customer service procedures is based on the systematic approach of Dubai Model to ensure that the performance of RTA’s agencies and sectors in delivering services to customers lives up to the highest standards. Moreover, the RTA has a dedicated team to ensure the implementation of the Seven Star System in Customer Happiness Centres, where each RTA agency has its own standards. A plan is in place to control the quality of services in the light of well-defined roles and responsibilities. An annual audit plan is also in place to cover the loopholes and identify areas for improvements. The Change Council has been introduced to assess the importance of changing or modifying a customer service to enhance the efficiency of that service.”
