Roads and Transport Authority - Manal Khalid
The Customers Service Department of the Roads Transport Authority (RTA) Corporate Administrative Support Services Sector organized an introductory workshop in cooperation with Dubai Model Center at the Executive Council of Dubai entitled "Dubai Model for Government Services" within the Center's strategy which aims at qualifying government employees and evaluating the services delivered in accordance with specific methodologies and mechanisms.
The workshop was held at the RTA's main headquarters in the presence of Mr. Yousif Al Ali, CEO of Public Transportation Agency at the RTA, Mrs. Eman Al Suwaidi Director of Dubai Model Center, in addition to a host of departments' managers and officers from both parties.
Mr. Ahmed Mahboob, RTA Customer Service Centers Director, explained that the workshop tremendously contributes to strengthening the goals and mechanisms among the Authority's staff in order to take part in developing services delivered to customers in conformity with the required standards, especially that Dubai Model Center contributes in upgrading the level of services at more than 24 government agencies and departments it deals with. He highly commended the role of the Center in realizing a number of achievements and success since its launch in 2010 which have been reflected on boosting the quality of services included in the Government of Dubai's annual improvement agenda.
From her part, Dr. Wafaa Abu Sneina, adviser of the Dubai Model Center, delivered a visual presentation through which she illustrated that the Dubai Model was able and through a relatively short of time since its inception to accomplish achievements on the level of services delivered by the government agencies in Dubai mainly: achieving the highest performance percentage in the customers' dealings which reached 190%, achieving 50% in the employee's productivity, and 60% in the proficiency of service.
She also tackled the basic objectives of the Model in putting more focus on customers and uplifting the quality of services in addition to setting up general standards and policies related to the development of government services, evaluating and stirring e-services, evaluating and encouraging service centers.
She pointed out that the establishment of the Center came following thorough studies by the Executive Council's General Secretariat that reflected the need to find evaluating tools for services and to concentrate on improving services at the government of Dubai to sustain growth and develop the city.
Abu Sneina stated that the Dubai Model is considered an integrated system to advance government services through the annual development agenda of government services that includes that incentives system, granting certificate for service centers, examining the needs of customers and the customer systems perspective, sectoral documented applications, unified tools to evaluate and develop services, referential comparisons, a qualifying program for the service starts adding that the tools of the Dubai Model system are considered comprehensive and multiparty that are measured based on the number of outcomes and their quality, the staff productivity, the proficiency of service, equality in distribution, the impressions of customers, the strategic results, and the value for money.
During the presentation, the six angles in delivering the perfect government service and the special system in evaluating and granting certificates for services centers, the "Kafa'a" (proficiency) tool that measures that relation between the incomes and outcomes of the service, employees productivity, the most appropriate use of resources, in addition to explaining the unified methodology to improve government services.
She also referred to the study conducted to measure the needs and expectations of customers in the government of Dubai that aims at defining the most services that need improvement from the prospective of customers of the Dubai government services, defining the most important features of quality service that affect the evaluation of customers to the delivered services, and the need of the these features to be improved from the prospective of customers.
Moreover, she stated that building capacity is carried out through CEOs and directors of service centers, the internal bureau employees who are concerned un designing, developing and measuring the customers services, in addition to the stars of delivering the service.
At the end of the workshop, officials from the Dubai model answered the inquiries of the participating attendees in the framework to upgrade the level of services and meet the required objectives in making the government agencies in Dubai the most and best distinctive entities in performance and in securing the highest percentage of customers' satisfaction.
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© Press Release 2013
