RTA announces its communication channels with its customers and services provided for public
During the press conference to announce the communication channels and the services the RTA delivers.During the press conference to announce the communication channels and the services the RTA delivers.
hese include those from the suggestion scheme 'Fikraty', complaints system, Customers' Council, Emergency Office, Call Center in addition to the automated response system (IVR) and the services of the Traffic and Roads Agency, Marine Agency and Public Transport.
This was announced in a conference held yesterday (Wednesday) by Mr. Abdul Mohsen Ibrahim, CEO of Strategy and Corporate Governance in the presence of Dr. Aisha Al Busmait, Director of Marketing and Corporate Communications, Laila Hareb, Director of Strategy and Corporate Performance, Farid Karmasatji, Director of Customer Service Centers and Khalid Al Ramsi, Stakeholder Relations Manager.
Abdel Mohsen Ibrahim said that the RTA pursues the development of the quality of services provided to customers inside and outside the authority. "We prioritize customer services within Dubai and accordingly respond to their needs and desires in the pursuit of gaining their satisfaction. The Roads and Transport Authority provides effective channels of communication with its customers through schemes like 'Fikraty' and the complaints system, the customers Council, Emergency Office Call Center and the IVR system of automatic reply."
He said, "The suggestion scheme 'Fikraty' is an easy way to deal with internal and external customers as we receive creative ideas to develop and improve the working levels in a bid to improve the performance of the services provided.
"The system aims to strengthen the relationship with partners, customers and society and develops work systems improving the performance, and enhancing the confidence of customers thus involving participation, and raising levels of efficiency and excellency."
Regarding the complaints system in the authority, Abdul-Mohsen said that the system aims to develop the RTA services offered to clients through feedback, as part of the quest is to provide outstanding services and developing performance to achieve customer satisfaction. Stressing that complaints submitted to the Authority is one of the most important sources through which the RTA can identify the improvements.
The CEO of Strategy and Corporate Governance spoke about the customers' Council, which was launched recently and said that through the Council the views of customers are studied by conducting group interviews with a selected group of clients. The council aims to gather information and views on special themes with dealers concerned by the specific body.
On the work of Emergency Office, Abdul Mohsen Ibrahim said that the office receives all internal and external calls on emergency cases on Dubai roads from strategic partners only and in case of necessity the requests are entertained from customers. He pointed out the office intends to facilitate the communication processes with the customers, and is also always ready to receive comments and calls from customers and also the RTA round the clock. He explained that the office is working 24/7 to deliver the urgent services for the RTA clients and the work is divided into three shifts: morning, evening and night.
As for the Call center, the CEO of the Strategy and Corporate Governance said that the center is under Emirates Telecommunications (Etisalat), and answers all incoming calls from RTA clients over the phone, e-mail and fax, and transfers the call to the concerned department in the RTA or the emergency office in case of emergency, indicating that the center is working 24/7.
He added that the center aims at facilitating the communication with the clients, opens new channels to receive the urgent notifications, and continuously handles queries to ensure the delivery of quick service, so as to be distinctive and qualified in servicing the clients and providing the information round the clock.
Abdul Mohsen Ibrahim, shed light on the (IVR) system that the RTA has recently launched. He said it is an electronic system which provides the RTA services to the public over the phone. The system also transfers callers who are interested in speaking to the customer service executive at the RTA call center, thus handling their queries, suggestions and complaints.
He added that the system aims at applying the goals of the e-government that includes providing the services for the clients anywhere and anytime, providing easier and quicker means and more accurate to communicate with the clients, providing the services to the clients without having visited the RTA service center and providing the information to the clients around the clock.
The CEO of the Strategy and Corporate Governance explained that the RTA had completed the transference of the inquiry into the fines of the parking areas violations from Dubai Municipality to the RTA. The traffic and licenses services will be transferred from Dubai Police to the RTA where it provides the inquiry services into the traffic violations in the UAE. The RTA had connected the customer service of inquiries and complaints center, indicating that the RTA would shortly provide all the services delivered to the public over the auto reply system and complete the transactions provided over the phone to an electronic payment.
Khalid Al Ramsi, Stakeholder Relations Manager viewed the services of the agencies of traffic and roads, public transport and marine transport. He said that the Public Transport Agency delivers intercity as well as inter Dubai transport, taxi transport in and out of Dubai, while the Marine Transport Agency delivers the services of maintenance, issuance of licenses, issuance of launching new Abras, repairs and up gradations of Abras as well as the renewing the operations of Abras, and violations and fines concerning the organization of Abras at Dubai Creek, and last but not the least assigning an Abra number or Abra with a number.
He added that the Traffic and Roads Agency delivers a number of services including the public requests follow-up service, and government and private organizations including requests of parking and improvements on the roads, a non-objection certificate for the service parties' projects, and the consultants and contractors, selling the safety and traffic systems guide.
It also follows up on the requests of the signboards and numbering the houses and buildings, the roads pavement and outdoor spaces for the restaurants and cafes, and exploiting the special lands for parking. In addition to the licenses and reservation of the parking areas and building new temporary sandy roads for the residential areas and the leveling, as well as executing the detours of sub streets, constructing a building, demolishing a building, issuing the ads permissions, requesting to make pitfalls and electrical extensions, and entries, exists, signboards and the license services like, the vehicle licenses, driving licenses and commercial licenses.
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