25 July 2016
The Roads and Transport Authority - Majdi Abu Zaid:

The Roads and Transport Authority (RTA) revealed that the number of calls handled by the Call Center (8009090) during the first half of this year 2016 had amounted to 1,084,635 calls, recording a response time of 12 seconds per call, which compares well with the targeted rate of 20 seconds per call. It is noteworthy that the number of calls handled during the same period last year was 1,352,838 calls.

"Receiving more than a million calls by the Call Center within six months is an indicative of the growing attention of the public to communicate with the Center. This also is attributed to the excellent efforts put by the work teams to ensure instant response to customer needs in a record time despite the extensive range of services on offer," said Ahmed Mahboub, Director of RTA's Customers Service.

"In keeping with the directives of our government to rank Dubai the smartest city in the world within three years, and in responding to the Smart City initiative of the Dubai Government, the Call Center provides multiple e-services via hi-tech platforms. Results achieved during the first half of this year revealed that the Center had processed 3813 transactions through the IVR system, received 213,993 inquiries, and processed 54,123 e-mail transactions (54% higher than the same period last year). It had also processed 9,854 licensing-related transactions such as renewal of driver licenses, vehicle registration, and payment of fines, and the number of transactions and inquiries made through e-chat 4,712 (more than 90% increase over the number recorded during the same period last year). Madinati reports clocked 12,783 reports resulting in signing-off rate of 99.7% (20% higher than the same period last year).

"RTA is always keen on the practical implementation of its 3rd Strategic Goal (People Happiness), and considers it the backbone of its strategy towards improving services & means of delivering them through using cutting-edge technologies to save customers' time & effort. It also forms part & parcel of our endeavours to match the growing needs & expectations of customers," concluded the Director of Customers Service.

-Ends-

© Press Release 2016