RTA makes headway in customer service feedback

"RTA assigns much attention to customer feedback and complaints, attends to them on the spot and seeks to realize them in coordination with various RTA agencies. This underlines the importance attached to improve the level of services offered to customers, upgrade the quality and gain customer satisfaction," said Laila Ali bin Hareb, Director of Customer Services Centers Dep't at RTA Corporate Support Services Sector.

She added,"Suggestions and complaints received from customers are crucial to the success of organizations, simply because they lead the way towards improving products and services, and delivering them in a better shape to customers. Customer Service Centers Dep't therefore frequently reviews repeated complaints and shares them with various RTA agencies to initiate optimum solutions and practices. Here comes the importance of interacting with customers, adopting their suggestions and heeding their complaints."

"During the second half of this year, RTA is making rapid progress in improving the quality of services offered, thanks to continuous interlinks with customers. Enhanced services cover Public Transport Agency, Dubai Taxi Agency, Traffic and Roads Agency, Passenger smuggling and noise mitigation resulting from metro construction works."

As for the Public Transport Agency, a number of customer suggestions and complaints have been tackled, including delays in public bus schedules. Improvements were made in the level of service by replacing old buses with new ones, and deploying extra buses to serve some routes. Curricula of drivers under training have been developed and drivers incompetent with driving and traffic rules have been re-qualified. Additionally the role of the Drivers Board has been revised to end this problem. More stations have been constructed, and some more projects in the pipeline will be unveiled later on.

"As far as Dubai Taxi is concerned, RTA is considering beefing up the size of the taxi fleet to meet the increasing demand for this service. Most complaints from cab drivers refusing to pick up passengers are attributed to the increase in phone booking of taxi service. Taxis pre-booked by other customers therefore do not stop to pick up passengers. However, Dubai Taxi Agency is contemplating new projects to absorb the increasing demand for taxis, and accordingly eradicate a number of associated problems.

There has been a considerable drop in passenger smuggling offences as the RTA revised its strategies and embarked upon intensive and regular inspection campaigns over weekends and holidays. Companies operating in passenger transport have been alerted to display copies of passenger commuting contracts to avoid offences. Joint inspections campaigns with the General HQ of Dubai Police and Nationality and Residency Dep't have also been carried out. RTA's main objective is to deter offenders and maximize revenue from offences In fact revenues collected from offences committed in 2008 have fallen short of those raised in 2007, moreover, complaints arising from such offences have dropped significantly.

"With regards to the Traffic and Roads Agency, RTA is receiving many suggestions to install a digital counter to compute the time remaining for traffic signals to switch. However, it is difficult to introduce this technological system to the emirate of Dubai as the central system in use for controlling traffic signals is not compatible with the technology of signal timing. Moreover, the success of this technology has yet to be proven, as it is not in use in advanced countries and moreover, it's use is restricted to pedestrian crossings only. Currently the flashing green signal system is in use in most junctions in the emirate of Dubai. It proved to be efficient in alerting motorists from a sufficient distance and granting them time to slow down and stop at the junction. Accordingly this tends to minimize accidents and boost road safety in the emirate," added Laila.

She said,"Considering parking, most complaints focused on offences triggered by the misuse of parking space. The parking rule is crystal clear and motorists are advised not to park in places not designated as parking areas. In case no parking is available at the designated destination during peak hours, vehicle owners are requested to park in distant places and use alternative transport, such as public buses and taxis, to reach the desired destination."

"Noise mitigation from metro construction has been minimised to permissible levels set by international standards by the RTA. This thus ensures the residents a comfortable living., Meanwhile residents are requested to be more patient till the completion of the project; which aims to provide them with every convenience in the first place," added Laila.

She praised all customers who contributed to improving RTA services and reminded them to write down their names and addresses at the time of making comments, suggestions and complaints so as to facilitate follow-up and contribute to achieving customer centricity in the development drive witnessed by the emirate of Dubai.

She concluded her remarks by pointing out that RTA dedicated multiple channels for customers to deliver their suggestions, reports and complaints to Customer Service Centers Dep't. She mentioned that there were 64 RTA service centers for customers who could also use the toll-free number 8009090, the email, the RTA portal, and the suggestions and complaints boxes among others.