RTA launches Mystery Rider initiative

"Mystery Rider Program is expected to achieve the objective for which it was launched i.e. to identity the pattern of services and daily practices adopted by bus drivers in dealing with commuters. It will also enable us verify compliance of bus drivers with traffic rules & safety regulations in an accurate, objective and neutral manner. Eventually, this will assist Public Transport Agency in uplifting the performance of public bus drivers, upgrade the level of service rendered to the public, and measure the extent of passenger satisfaction with the services delivered by drivers & their attitudes towards passengers,"

said Essa Abdul-Rahman Al-Dosari, CEO of RTA's Public Transport Agency.

He added: "Public Transport Agency considers bus drivers as ambassadors of the RTA, as they are in daily contact with riders such as residents, visitors and tourists; a matter which warrants courteous and considerate dealing on the part of drivers till passengers are safely delivered to their final destinations. This could be achieved through providing classy service at the highest quality standards applicable worldwide so as to boost the image and profile of the RTA across the community. The Mystery Rider initiative is a qualitative performance measure characterized by being objective and based on a number of specific standards against which the effectiveness of drivers' performance and daily attitudes towards passengers are benchmarked.

"Nevertheless, the Mystery Rider initiative is not only restricted to monitoring poor performance and malpractices of drivers, but also aims to detect the excellent performance of assiduous drivers, who are keen to deliver super services to passengers. Such drivers ought to be rewarded, praised and urged to further improve the level of service offered to various passengers in line with the vision of the RTA of providing 'safe and smooth transport for all', said Al-Dosari in a concluding remark.