| 21 Jul 2010 |
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Ministry of Labour's delegation reviews RTA practices in communicating with internal & external customers
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Roads & Transport AuthorityRoads & Transport Authority
- Mohammed Al Munji: Mohammed Obaid Al Mulla, Board Member of the Roads & Transport Authority (RTA)Roads & Transport Authority (RTA) has recently received a delegation from the Ministry of Labour headed by Dr. Aysha bin Bishr, Executive Director of Support Services, with the aim of reviewing RTARTA expertise in several issues related to communication with the leadership and customers, powers delegation manual, and professional code of ethics.In the outset of the meeting, Al Mulla welcomed the visiting delegation and stressed RTARTA's keen attention towards boosting the cooperative relations and sharing expertise with all strategic partners in various fields with the aim of upgrading the working environment, maximizing the productivity, and improving the quality of services rendered to customers.
"RTARTA assigns considerable attention to customers and seeks to win their satisfaction as they are the ultimate judge of the level of services rendered to the public. Accordingly, RTARTA Customers Council was formed and the Council used to hold preplanned regular sessions with customers to get their feedbacks and comments on topics discussed in each session in an environment characterized by the freedom of expression; where all participants can express their opinions and make contributions. Sessions held by Customer Council have contributed to revising several procedures and services based on the discussions and suggestions raised by customers," said Al Mulla.
For her part Dr. Aysha in Bishr hailed the huge achievements made by the RTARTA in upgrading roads & transportation sector in Dubai Emirate. She described RTARTA expertise as rich & pioneer; which had and does boost the image of Dubai Emirate across the region. She expressed her admiration of the successful RTARTA distinguished administrative experiment in the field of customer service, and the relationship with the strategic partners inside and outside the UAE. She also commended the approach adopted by HR & Development Department and the communication with the RTARTA senior leadership.
The meeting was attended from the RTARTA
by Laila Mohammed Taher, Director of the Office of RTARTA Chairman of the Board and Executive Director; Sumaiya Belsilah, Acting Director of Human Resources & Development; and Khalaf Khalaf, Acting Director of Development and Corporate Performance. From the Ministry of Labour attended Aysha Belharif, Director of Labour Offices; Hussein Ali, Director of Inspection; Zamzam Al Hamadi, Director of Corporate Government Excellence; and Abdul Rahman Al Hamadi, Deputy Director of Government Communication.Laila Mohammed Taher briefed the delegation on the mission and values of the Office of RTARTA Chairman of the Board and Executive Director and said: "RTARTA communication program aims at realizing the strategic goal of Customers First. It also aims at boosting the communication and the cooperative spirit between the senior leadership and employees as well as the internal communication among employees and external communication with stakeholders, suppliers and the community, beside exchanging expertise and easing the procedures through effective communication".
Laila narrated the internal & external communication channels for H.E. the Chairman of the Board and Executive Director; which include the communication forum, RTARTA
annual celebration, internal & external visits, and field visits to work sites, as well as participating in events, exhibitions & conventions, holding press & television interviews, RTARTA open employees day, and the communication channels through the intranet and the RTARTA-published Al Masar Magazine.Khalaf Khalaf gave explanation about RTARTA Powers Delegation Manual; which sets the scope and nature of powers delegated to departments and sections with a view to improving, developing and upgrading the efficiency of work procedures, identifying and classifying customer categories, establishing a standardized powers reference guide, and setting a uniform and permanent method for specifying delegated powers and working under them. He stated six types of powers that include administrative & organizational powers, human resources powers, media powers, financial powers, contractual powers and technical powers.
Sumaiya Belsilah explained RTARTA Work Ethics Charter; which covers key topics including fairness, professionalism, impartiality, general appearance, assuming responsibilities, justice & equality, conflict of interests, and working for the sake of others. She also highlighted the Excellence Program; which aims at providing instant reward to the creative students.
The delegation of the Ministry of Labour also reviewed RTARTA practices in communicating with customers who interact with the RTARTA to avail its services. Then Marwan Razzo gave a detailed explanation of the mechanism adopted to measure the quality of services provided by the RTARTA through customer satisfaction surveys, mystery shopper, customers council and customer relations management system which enables the customer to deal with one system only; either through RTARTA website, the Call Center or any other means. He added that the system contributed to minimizing the time taken in responding to customer complaints and suggestions received by the RTARTA. He concluded his remark by mentioning that RTARTA issued mechanisms for complaints and suggestions; through which it responds to customer complaints within seven days maximum, and to suggestions within 15 days maximum.
© Press Release 2010
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