RTA opens new Customer Service Center at Umm Al-Ramool, offers 32 counters for 150 services

The new building is considered the most sophisticated Customer Service Center within Dubai Government setup. It has 32 counters offering 150 services related to all RTA Agencies & Sectors under one ceiling. Services are offered in a convenient atmosphere, and applications are processed very smoothly by concerned employees.

The opening ceremony was attended by engineer Maitha bin Adai, CEO of Traffic & Roads Agency, Mohammed Obaid Al-Mulla, CEO of Marine Agency, engineer Eisa Al-Dosari, CEO of Public Transport Agency, Abdul Mohsin Ibrahim, CEO of Strategy & Corporate Governance, Abdulla Al-Madani, CEO of Corporate Support Services, engineer Abdul Aziz Malek, CEO of Dubai Taxi Agency, and a number of departmental directors.

After cutting the ribbon, H.E. Mattar Al-Tayer & accompanying officials, made a tour of the Center, which occupies an area of 1100 square meters. It has been constructed in five months only by Projects & Logistical Support Dep't, at Corporate Support Services. The Center has a state-of-the-art design reflecting transparency of the RTA in dealing with the public. Offices of front-line employees have been set in a large U shaped design, engulfing a wide waiting lounge for visitors, fitted with deluxe seats. The building has stunning glazed fronts, with managers' offices overlooking the Main Customer Service Hall. A number of screens are installed to display queuing numbers of customers, as well as documentary films of the RTA and its various services.

Al Tayer was briefed by Mrs. Laila Hareb, Director of RTA Customer Service Centers, on the components of the Center, which has 32 counters at the Ground Floor Level. They provide services to all RTA customers, covering 15 Departments and two support Sectors. The Center also provides additional services to customers such as a coffee shop, automatic bill payment machines, automatic telling machines, public phone, and wheelchair for persons with special needs, e-dirham machine, library, and i-zone service. It also contains a Business Center providing typing, fax and photocopying services to customers. The office of the Director of the Main Customer Service Center is also located in this level. The First Floor Level contains offices for the Department Director, Section Managers, and a number of employees in addition to a large Meeting Room.

The Center covers all services provided by the RTA such as licensing of drivers, vehicle registration, parking & road fees, Salik services, directional boards requests, numbering of houses & buildings, permanent entry & exit points applications, contracts & tenders services, Dubai Metro, maintenance & right of way services, commercial ads, public transport services, Dubai Taxi services, and receipt of job applications.

RTA customers will be entertained to a 5-star service starting from the moment of stepping in the entrance of the Main Customer Service Center. They will be welcomed by a mobile receptionist officer who will direct them.

Visitors will have two options. If the customer knows the service for which he/she is applying, he /she may move directly to the touch screen to obtain a queue ticket. The screen has information related to 150 service provided by the Center, summarized in 28 icons. Touch screens are linked with the service-providing counters. Once the required service icon is pressed, a receipt is produced quoting the queuing number.

However, should the customer prefer to inquire about a specific service, he is to report to Fixed Receptionist; who will assist in directing the customer to the body concerned with providing the required service. Afterwards, the customer is to go to the waiting lounge till such a time a time his/her queuing number is displayed in the screen. The customer has to go to the employee concerned, who will process the application in less than three minutes (most services). A small electronic device is located to probe customers' satisfaction with the services provided, and the speed of processing applications at the RTA. The Supervisor of the Hall will oversee & follow-up applications to ensure that employees are processing them on time and at a top-quality standard. He will also attend to setting the place to provide all possible convenience to customers.

A special counter is designated for ladies, usually providing most services required by ladies. The Business Center could also follow-up processing applications of some customers against specified fees. As to special need customers, the receptionist will attend and assist them till their applications are processed. Hot line service is also in place to provide a direct telephone link with Call Center (8009090) to receive all inquiries and feedback from customers.

At the end of the tour, H.E. Mattar Al Tayer expressed his pleasure for triggering the operation of this Center; which is part of RTA's commitment to provide top quality services to customers in an efficient and timely manner. He said in the presence of the CEOs, Director of Customer Service Centers and Section Managers: "Agencies adhering to top quality standards can realize multiple benefits; at the top of which is sorting out problems in an effective manner, fostering internal cooperation between employees, building a good reputation, and enhancing competition between employees to achieve excellence. This will in turn lead to increased productivity and improved quality products".

"We are not aiming to provide ordinary services to our clients, but rather aspiring to achieve excellent standards sought by Dubai Government. But to realize excellence, we have to simplify procedures for visitors and minimize time taken to process applications, in accordance with the highest world-class practices. Employees of Customer Service Centers have to redouble their efforts & productivity and make customers satisfaction & matching to customer aspirations their foremost priority. In fact customer satisfaction is the benchmark of the quality of service rendered by the RTA", Al Tayer said in a concluding remark.