The visit comes in the context of implementing "We are all in the front-end" Program
The Roads & Transport Authority - Manal Khalid: A delegation from the Dubai Taxi Corporation (DTC) at the Roads & Transport Authority (RTA) has recently visited the Taxi Booking & Despatch Center at RTA's Public Transport Agency to supplement the initiative entitled: "We are all in the front-end" aimed at enhancing the role of top executives in various RTA's sectors and departments through communicating with external customers to upgrade the business process and service offering in keeping with RTA's strategic goals revolving around customer centricity.
The delegation included the Acting CEO of Dubai Taxi Corporation Yousef Al Ali, Acting Director of Fleet Operations Mohammed Yousef, and several officials from the Public Transport Agency and DTC.
The delegation was received by the Director of Transportation Systems Adel Shakiri; who hailed the initiative: "We are all in the front-end" considering it an important link between various officials of RTA's sectors & agencies on the one hand, and external customers on the other, with the aim of identifying their views & suggestions as regards the improvement of job delivery & enhanced service offering to bring them in line with the world-class standards. He also described the Program as an opportunity to break the daily routines of officials and employees as well as external customers.
"The visit to RTA's Taxi Booking & Despatch Center intended to identify the mechanism in place starting from the response to the call received till the arrival of the taxicab at the place fixed by the concerned customer. It also examined the mechanism of handling customers' incoming calls as regards fixing the time and place for the arrival of the taxicab. It also reviewed the extent of skills, culture and disposition of employees in interacting & responding to customers; which are considered integral components of the Center's business, particularly noting that the correct style leads to the enhancement of performance quality," elaborated Shakiri.
The Director of Transportation Systems gave a brief explanation of the future plans of Transportation Systems Dep't as regards upgrading the business process of the Center through introducing a range of ultra modern world-class systems in the taxi sector. He also touched on the ways & means of improving the level of taxi ranks service at shopping malls & exhibitions during the festivities seasons all over the Emirate to make a successful practice.
"The Booking & Despatch Center handles about 15,000 public calls every day. It has about 95 staff to run the Center 24 hours a day on shift basis, where 25 employees are deployed to man each shift. The Center has achieved a high rate of executing taxi booking requests during the first half of 2011 hitting 2.5 million bookings, reflecting a 25 per cent rise compared to the first half of 2010.
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© Press Release 2012
