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The Roads and Transport Authority - Majdi Abu Zaid:
The Roads and Transport Authority (RTA) has recently held a field brainstorming session engaging riders of a public bus in the context of the Dubai Model of delivering services in 2015 based on the principles of engaging customers in service improvement. The workshop aimed at enhancing direct communication with users of public buses, heeding to their suggestions & complaints while responding to them on the spot, and explaining procedures related to the service. The ultimate objective of the event was to raise customers' satisfaction through identifying and responding to their service needs.
Dr. Yousef Al Ali, CEO of Public Transport Agency at the RTA, said: "About 40 employees of the RTA took part in the workshop by engaging with the riders of a public bus and exchanging views about Dubai's public transit systems in general and public buses in particular. The workshop resulted in developing 70 suggestions for service improvement highlighted by opening new bus routes to serve wider spectrums of the community. Suggestions stressed the need of making further efforts to educate and encourage community members to use public transport means as they contribute to achieving environmental sustainability and easing traffic snarls. They also called for fitting buses with audio screens displaying the path of the bus en route, in addition to an illustrative map and other feasible suggestions about service improvement."
Ms. Shaikha Al Jarman, Director of Development & Corporate Development at the RTA, said: "The RTA is keen on holding occasional brainstorming sessions in creative styles to induce solutions for the benefit of all community segments. This field workshop reflected customers' keenness on public transport and offeringsuggestions which have to be studied to implement the most feasible ones. Responding to customer needs is part of RTA's core business as it eventually leads to peoples happiness which is one of our strategic goals."
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© Press Release 2015
