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"RTA and all affiliated agencies are keen to broaden and upgrade the quality of service delivered to all folks of public including taxi service, respond to incoming calls at PTA Booking & Despatch Center, process requests in a prompt & efficient manner, and deploy taxis in high demand areas,"
said Al Mulla.
He paid tribute to the efforts made by RTA customers and strategic partners in supporting RTA strategic projects & initiatives launched to achieve multi-modal integration of public transport and lure more customers to use them. Such a drive is set to alleviate road bottlenecks, reduce road crashes and cut down environmental pollution.
The gathering was attended from the RTA by the Director of PTA Franchise and Monitoring Dep't Jawad Sajwani, the Director of PTA Buses Dep't Abdullah Yousuf, the Director of Marketing & Corporate Communication Dep't at RTA Corporate Support Services Sector Peyman Younes Parham, and the Director of RTA Customer Service Centers Dep't Laila Hareb.
Also in attendance from the RTA were Mohammed Abdul Aziz Al Zarooni, Manager of Quality, Health, Safety and Environment Office at Dubai Taxi Agency and a number of section managers from the PTA, Dubai Taxi Agency, and Strategy & Corporate Governance Sector.
The event was attended by many RTA clients including directors and representatives of businesses, commercial & financial centers, taxi franchise companies, deluxe vehicle transport companies, ad agencies, in addition to auto and bus suppliers. Attendants also included representatives of companies operating in the filed of service sector, telecommunication, insurance, hotel industry, bus transport, security services and other strategic partners of the RTA.
The gathering reviewed several issues of common concern and how to improve the performance in the interest of all stakeholders who are keen to raise the profile of Dubai as a premier commercial, financial and tourist hub in the region.
During the event, two presentations were made. The first one was presented by the Director of PTA Franchise and Monitoring Dep't Jawad Sajwani in which he explained the work processes of PTA Booking & Despatch Center. He reviewed work dynamics in the Center including procedures of processing & following vehicle Booking Order, attending to queries from drivers (such as the whereabouts of the customer), interacting with other PTA sections, types of services delivered, updating the booking system and other sorts of information.
The second presentation was made by Mohammed Abdul Aziz Al Zarooni, Manager of Quality, Health, Safety and Environment Office at Dubai Taxi Agency. He reviewed Customers Team Report and focused on key aspects such as results of customer satisfaction, results of the mystery rider project, and KPIs of internal teams of Dubai Taxi Agency. He also touched on minimizing the percentage of complaints received, frequently repeated complaints & relevant solutions, enhancing the efficiency of responding to complaints and suggestions, total complaints received last year, complaints per 100 thousand km, and other key issues.
The attending clients hailed the continuous efforts made by the RTA to upgrade the quality of services rendered to the public at world class standards.
Posted by Rima Ali Al Mashni
