RTA receives over 26,000 calls about lost items

Monday, Jul 27, 2015

Dubai: The Roads and Transport Authority (RTA) in Dubai said it received over 1.35 million calls during the first half of this year, including more than 26,370 cases of lost and found items.

No further details of the items were available in the statement released on Monday. An immediate comment from the RTA was not available.

The RTA call centre (8009090) received the calls at a rate of one call every 19 seconds, which is very close to the planned one call per 20 seconds. During the same period in 2014, the centre received more than 1.29 million calls.

Yousuf Al Reda, CEO of RTA’s Corporate Administrative Support Services Sector, said the trend is “a testament to the growing number of people communicating with the centre. It is also indicative of the huge efforts and excellent performance of the teams at the centre in achieving rapid responses to the needs of clients in a record time despite the multiple services provided by the centre”.

The RTA also processed 37,789 transactions through email, against 20,434 transactions last year, reflecting an increase of more than 84 per cent. Meanwhile, 123,403 self-service transactions were processed through the IVR (Interactive Voice Response System), compared with 43,230 similar transactions in 2014.

Also, 10,569 licensing transactions, such as driver licences, vehicles registration and fines were processed in the period, against 8,610 similar transactions processed last year.

During the first half of this year, the centre also handled 2,706 transactions and inquiries through online chats and 10,663 reports about the RTA Madinati (My City) smart app system that allows users to register any damage to roads, traffic signs and signals, signboards or walkways that may hamper traffic flow and prove dangerous to the safety of road users.

“RTA has always been seeking to realise its third goal — making people happier — considering it the cornerstone of its strategy for upgrading the level of services and the means of delivering them handily through capitalising on technological advancements to save customers’ time and effort and at the same time cope with their rising needs and changing expectations,” Al Reda added.

Staff Report