The Roads and Transport Authority – Majdi Abu Zaid:
Dubai’s Roads and Transport Authority (RTA) announced that its Call Center had received 2,070,281 calls in 2018, and the targeted response time of 20 seconds per call had covered 86% of total calls. The Centre has also received 68,929 reports about lost items and found more than 65% of them, recording a sign-off rate of 99%. Additionally, Madinati system has received 17,035 reports.
“The number of calls picked up by the Call Center (8009090), which had exceeded two million calls last year, reflects the extent of interaction between the Center and RTA clients whose services, inquiries, suggestions, complaints are quickly responded. Recording such a high number of calls is also indicative of the diverse services provided by the RTA to the public,” said Ahmed Mahboub, Executive Director of ustomers Happiness at RTA’s Corporate Administrative Support Services Sector.
“The Call Center has made outstanding achievements underscoring its success. The Centre has launched the e-payment portal through the Interactive Voice Response (IVR) system enabling customers to process their transactions without seeking assistance from phone service staffs. The service was well received by the public as evidenced by the processing of 28,619 transactions in 2018, which compares well with the figure of 16,859 transactions processed in 2017. RTA always seeks to enhance its Third Strategic Goal (People Happiness) and considers it the backbone of its service improvement strategy and the means of delivering them via smart & hi-tech devices,” added Mahboub.
Valuable Lost & Found Items in Figures
Lost items found items included 16,607 mobile phones, 7,878 travel bags, 3,975 wallets, 1,136 passports, 1,880 important keys & cards, 955 eyeglasses, 542 computers, and 872 sunglasses. Additionally, it found lost jewelry, cash amounts and precious items estimated to the worth of: AED480,000; US$60,678; €13,750 and 1,854,000 Riyals and £25,000.
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