Complex Made Simple

RTA becomes first government entity to scoop the Dubai Quality Award

Al Tayer: The award endorses RTA’s excellent administrative model, bolsters its pioneering drive.

HE Mattar Al Tayer, Chairman of the Board and Executive Director of the Roads and Transport Authority (RTA), was pleased to see RTA’s Licensing Agency winning the Dubai Quality Award 2015 (Merit Quality Award).

Rendering the RTA the first government entity to scoop this award which ranks among the top quality accolades in the region as they are modelled after the European Foundation for Quality Management.

“This award cements the distinguished standing achieved by the RTA during its quest for leadership and tantamount as recognition from a neutral entity of the excellent administrative model adopted by the RTA, the quality of services provided by RTA’s Licensing Agency, and the service improvement system in place. The Agency has fulfilled all requisites and rigorous standards of the award focused on leadership, strategy, human resources, partnerships & resources, processes & services, results scored in serving customers & developing human resources and the key performance indicators. This achievement has been made possible thanks to the efforts of the work team of the Licensing Agency, which has prepared all files and collated all evidences required by the Award. From now on, the team will set sight on clinching the Gold Category of the Dubai Quality Award for the Agency over the forthcoming years,” said Al Tayer.

“The RTA is keen on delivering quality services in a speedy manner to customers and for this sake it regularly attends to reviewing and benchmarking the procedures of delivering services to customers with a view to improving and simplifying them to save the processing time and live up to the highest global practices. It is also keen on diversifying the channels of delivering such services highlighted by the smart apps, and e-services. In this regard RTA’s efforts have recently been culminated by winning the Best Customers Satisfaction Award (Large Entities) with a score of 95% in the Dubai Government Excellence Program 2015.

“The Licensing Agency is offering more than 70 services relating to the licensing of drivers, vehicles and commercial transport. The Agency also offers services via six different channels namely: smart apps (RTA Dubai), website (, trusted agents, self-service kiosks, Call Center (8009090), and the customers’ service centers dotting various parts of the Emirate.

The Licensing Agency has also bagged the Distinguished Administrative Initiative Award in the Dubai Government Excellence Program 2015 for Labeeh (Here to Help) which aims to raise efficiency and effectiveness of drivers & vehicles licensing services, and simplifying procedures of renewing driver licenses and vehicle registration through delivering the service via insurance companies and eyesight testing centers (trusted agents).

The initiative contributed to slashing the service delivery time from 10 minutes in 2010 to about 3 minutes in 2014, cutting customers waiting time from 20 minutes to 9 minutes and increasing the number service delivery channels; which has in turn contributed to increasing the number of service outlets from 17 centers in Dubai only to 511 centers across the UAE,” added Al Tayer.

Smart app

Drivers and vehicles smart app is the fasted means of providing data at the time of entering it along with the text, numbers, images, signatures and locations through GPS system in a highly efficient manner. The app also synchronizes the data automatically at the background and stores it in the database such that users can access them without logging to the internet.

The app saves the time & effort in availing the service, is easy to use, compatible with the new service through the app on display, and readily recognizes customers’ details through barcode; a feature lacking in may smart apps. It also enables customers to obtain a variety of services such as applying for issuing a driver license instead of a lost or damaged one, applying for renewing a driver license, applying for the issuance of a certificate related to the driver, such as the availability or unavailability of a traffic file in the traffic system of Dubai, driving experience certificate, referring the client to medical test to verify his fitness for driving, requesting the issuance of a vehicle registration card instead of a lost or damaged one, applying for the renewal of vehicle registration card, applying for the renewal of vehicle registration card with a different plate, requesting to buy a distinguished plate, inquiring about offences and paying them through offence number, driver license, plate number of traffic file, obtaining a certificate of owning or not owning a vehicle or a certificate of clearance from offences & entries, and the issuance of a certificate of owning a distinguished plate instead of a lost or damaged one.