Al Tayer honors Public Transport Agency for winning "Best Agency in Customer Service Award" across the RTA

The Award aims to motivate all agencies to show much care to attain customer satisfaction, and urge the CEO's, as well as departmental directors, to advocate customer centricity across the RTA, and promote the culture of quality service among all employees.

Al Tayer presented the Award to the CEO of RTA Public Transport Agency Essa Abdul Rahman Al Dossari, and Certificates of Appreciation to departmental directors of the Agency.

He reiterated RTA commitment to deliver the best services in a quality & efficient manner. "RTA agencies commitment to deliver quality standards realizes a host of benefits such as effective settlement of problems encountered, promoting inter-employees cooperation, building a high reputation, and boosting competition among employees; which in turn results in higher productivity and better quality products.

"We are not striving to deliver standard-level services to customers, but rather aspiring to achieve excellence standards set by the Government of Dubai. To achieve this we have to work on simplifying customer procedures, and minimizing the time taken to process transactions in accordance with the best global practices. This merits redoubled efforts from Customer Service Center employees who have to place customer satisfaction at the forefront of their priorities since customer satisfaction is considered a crucial benchmark in judging the quality of service delivered by the RTA.

"In order to upgrade the quality of services to meet customer satisfaction, RTA adopted several measures such as the incessant efforts to simplify the processing of all transactions and expand the scope of e-services. Services already agreed to with e-Government of Dubai have been completed by 100%, including 105 e-services; 90 of which are procedural and interactive services and the remaining 15 are data services (inquiries). RTA has expanded the number of Customer Service Centers which have now risen to 23 centers all over the emirate, including the Main Customer Service Center at Umm Ramool.

RTA also established the Customer Board; which invites clients to convene to discuss topics identified by the RTA. The Board collects data on specific matters and focuses on external interaction and communication with customers. It also conducts group interviews with a select panel of clients to debate several issues.