RTA establishes the Customer's Council

The main functions of this council are to involve customers to participate in the meetings of their clients and to discuss topics that will be offered by the entity. Moreover, RTA's customers have the opportunity to collect information on specific topics and focus on communication and networking space with the customers.

An order was issued by Al Tayer to appoint Essa Al Dosari, CEO of Marine Agency as the Chairman and Dr.Aysha Al Busmait, Director of Marketing and Corporate Communications as the Vice Chairman; while Khalid Ramsi, Stakeholder Relations manager from the Strategic and Corporate Governance Agency was appointed as a member and the reporter.

Essa Al-Dosari announced the functions, components and objectives of the Council, through a press conference in the presence of Abdel Mohsin Ibrahim, CEO of Strategy and Corporate Governance and Laila Hareb, Director of Strategy and Corporate Performance. Al-Dosari said interviews will be conducted with selected groups of customers, themes and topics will be presented to them for their comments and opinions. He said that this methodology is one of the most effective ways of studying their views, and will encourage maximum participation, exchange of information and will generate new ideas.

The group aims to gather information and views on specific topics through definite customers concerning the body, and to support the information research will be carried out through questionnaires and interviews.

He pointed out that the formation of the group consists of two categories. The first is from the entity and the members are chosen according to the topics of discussion from the concerned agencies, and the second category will include customers from outside like senior officials, other government entities and the owners and commercial developers, who have an influential role in the development of the Emirate.

Eng Essa Al-Dosari said that the mechanism of the work of the Council's clients is based on five steps; the first includes defining the objectives and the area of the focus group, determining the time of the beginning and the end of the meeting, defining the importance of the customer's opinion in the themes selected, clarifying the quality of the information which the body seeks to obtain and collating the data of all groups that have similar prescriptions.

The second includes preparing for interviews of the Council's clients, while the third includes the selection and identification of participants, which could range in between 8 to 12, and in some special cases could sometimes decline, whereas the fourth includes registering the results while the fifth is the analysis of the results.

The last requires converting the final results into reality, by developing conclusions and decisions by offering the following question: What next? What is the importance of this result and how it affects the body? Does it involve the customers or the society at large? After identifying all of these the final step is taken for the determining the development of the results. In the event that the results are negative recommendations are made to challenge the discussion whereas incase of positive results recommendations are made to enhance benefits of the application.