Roads and Transport Authority - Manal Khalid: A delegation from the Dubai Chamber of Commerce and Industry visited the Customer Service Dep't, Roads and Transport Authority (RTA) to get acquainted with the systems and programs adopted by the Dep't in customer relations, especially as regards suggestions made by internal or external customers along with the mechanism adopted to motivate them to make feasible suggestions in the context of sharing experiences capable of improving the overall business conduct.
The delegation was received by Ahmed Mahboob, RTA Director of Customer Service, who stressed the importance of communicating with various community organizations as such exercise will have significant positive outcomes in contributing to strengthening the communicative & cooperative links and sharing expertise needed for achieving the common aspirations for delivering improved services at world-class standards.
The meeting included a video presentation highlighting various sections of the Customer Service Department, and tasks entrusted to the 7 customer service centers spread across the Emirate of Dubai. The presentation also touched on the role of the RTA Call Center in communicating with the external customers by responding to their calls, complaints or inquiries. The delegation was also briefed on the integrated Customer Relations Management "CRM" system applied by Dep't in handling complaints, lost & found items, complaint reports, inquiries, and suggestions, among others.
Mahboob highlighted various communication channels through which all external suggestions are channelled, including customer service centers, Call Center via the toll free number 8009090, RTA's social communication networks; be it Facebook, Twitter, or RTA's website www.rta.ae. He stated that the distinguished suggestions that had the potential of contributing to improving RTA services & programs would be taken into account, and the initiator would be contacted within 20 days maximum to respond to the idea submitted.
In a related context, the Director of Customer Service commented on the annual program held to honour customers who communicate positive ideas to the RTA, adding that the RTA had a host of diverse methods in place that encourage external customers to submit suggestions including various awareness campaigns and prestigious prizes allocated to them.
As regards rewarding RTA employees and motivating them, Mahboob said, "By presenting different monthly topics, the RTA's Suggestions Committee encourages employees to submit positive ideas befitting the idea in question, and rewards them on monthly basis."
Concerning the key performance indicators of the suggestions system, which were reviewed with the delegation of the Dubai Chamber of Commerce and Industry, Mahboob said that the number of suggestions submitted by external customers to the RTA in the first quarter of this year amounted to nearly 204 suggestions.
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© Press Release 2012
