Marking 95% of customer satisfaction
Dubai - RTA: The Customer Service Centers Dept of RTA's Corporate Administrative Services Sector succeeded in achieving quantum leaps in the first four months of 2009, led by high levels of customer satisfaction results produced by the questionnaire to explore the customers' satisfaction. Some locations like Al Barsha Licensing Center marked (95%). The service has never been as low as (78%) at Al Muhaisina Licensing Center according to March's statistics, while the highest rate dropped to (93%) at Al Safa Licensing Center and the lowest rate rose to (79%) at Al Ghubaiba by end of April.
Mr. Yousef Jawad CEO of Corporate Administrative Services Sector attributed these successes accomplished by the customers service centers to the team work spirit and dedication to deliver the superior customer service and implement the best administrative practices towards the public, pointing out that the motivation factors and competiveness were critical in uplifting the employees performance levels, especially at the Main Customer Services Center and its branches.
He also pointed out that the Main Customers Service Center is dedicated to activate the customer of the month initiative and organized a number of hobbies show at the frontal lobby of the Center including shows of photography, mobile phones, anti-drug eradication, and a campaign of medical check-up for the employees and clients. This has contributed to raise the spirits of the employees and clients. The Center has already provided two corners for (a service accomplisher) to process applications and services of Investment and Commercial Affaires Dept. this initiative eased off the process of applications for the employees and the clients. The Center also introduced the distinctive number services and executed the preparation of the Versatile Employee project.
"The Main Customer Service Center finished training its employees according to(EDMS) and completed the the stipulation of job descriptions for all staff, the approval of the organizational structure, provision of luxury cars service, at the service outlets of the Licensing Agency. It also completed the composition of the customer service basic standards, and succeeded to raise the key performance indicators of staff. Also, it provided the request a taxi service for customers through one of the staff at the Center, in addition to the provision of Salik recharging service, and the completion of the outer area plantation of the Center, to beautify to the entrance, he said.
He added that the Department has always looked forward to further achievements and successes. Therefore, it laid down developing plans for the future to be translated on the ground, including the preparation to open a customer service customers office at Terminal 3 of the Dubai International Airports in order to provide services including renewal of driving licenses, issuance of a lost license, issuance of permanent and temporary driving licenses for the arrivals coming from abroad in accordance with the law. In addition to re-printing or modifying the license data, transferring of license from one emirate to another, selling of seasonal cards, selling of bus cards. He further pointed out that the future plans also includes activating the commercials service at Al Barsha Licensing Center, activation of the vehicle licensing service, trade licensing at the RTA's customer service located at the Dubai Industrial City, activation of Right of Way Service at some centers, addition of seasonal cards selling service related Parking Department, in addition to generalization of the Versatile Employee experiment for branches, after having succeeded at the main center.
For her part, Dr. Aisha Al Busmait, Director of Customer Service Centers revealed the customer service branches had also during the first four months of the year marked a number of important achievements that included activation of e-payment services at the centers of Al Tawar, Al Safa, Jumeirah Plaza, City Center, Deira, Al Barsha, in addition to the registration service of the recreational bicycles, provision of advertisements licensing service at Al Barsha License Center. Let alone, providing additional services to customers at some centers such as: provision of children's stories, plasma TV screens the clients can watch while waiting times, as well as launch of the initiative of borrowing the back-office staff that aims to save expenditures in a way that a back-office employee caters to the clients acting for another workmate, if need be.
"The Customer Service Branches has also allocated an outlet at Al Barsha Licensing Center to receive complaints and suggestions coming from the public directly and verbally in an attempt to remove obstacles, if any, or inform the employee about them, and directly benefit from the suggestions. The first four months of the year also witnessed the founding of a small library at Al Barsha Licensing Center, inauguration of new branch at Aswaaq Center that has recently opened for business at Al Mizhar 1 Area, selling and renewal of seasonal parking cards at the Jumeirah Plaza Center, unifying the waiting token displays with the (q-MATIC system and connecting them with a plasma screen, and implementing the parking licensing for people with special needs.
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© Press Release 2009
