RTA has inaugurated two smart customer happiness centres to deliver seamless automated customer services

In order to enhance service options in line with the UAE's digital government policy, the Roads and Transport Authority (RTA) has opened two smart customer satisfaction centres, one in Al Manara and the other in Al Kifaf. In order to further increase customer satisfaction, the two centres provide seamless automated client services utilising smart technology without the need for human participation.

The Director General and Chairman of the Board of ‎Executive Directors of RTA, Mattar Al Tayer, stated that RTA is ‎committed to enhancing its customer services and fostering the shift to ‎smart channels to boost the digital adoption rates. This initiative aligns with ‎the ‎vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-‎President and Prime Minister of the UAE and Ruler of Dubai, as well as the ‎directives of Sheikh Hamdan bin Mohammed bin Rashid Al ‎Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, to transform Dubai into the world’s smartest city. Offering exceptional services ‎and a performance that surpasses customer expectations is essential for fostering the happiness of Dubai’s residents and visitors.

The conversion of the customer happiness centres in Al Manara and Al Kifaf into smart centres is part of the RTA’s plan to evolve these centres into fully smart and hybrid centres. This aligns with the Dubai Government’s Services 360 vision and their strategy to reduce the number of centres. ‎

He added that the plan entails the transformation of the Al Twar customer happiness centre into a smart centre in the first half of this year, followed by Umm Ramool customer happiness centre, which will become a hybrid centre in 2024. Additionally, Deira and Al Barsha customer happiness centres are scheduled ‎for migrating to hybrid centres in 2025.

Al Tayer was given a tour of the Al Manara Customer Happiness Centre and given information on the center's amenities, which were created using the best customer care techniques available worldwide. By facilitating simple service access and interactive engagement with RTA call centre professionals using video chat technology, it aims to improve customer service. Instant services are also offered, along with advice and direction from service consultants via specialised platforms. This helps to produce top-notch services that delight clients and improve their experiences across all channels.

Smart kiosks, a website, smart applications, service consultants, and video chat are all available at Al Manara Centre. There are now 239 services available at the facility, up from 72 previously. By the end of this year, the facility is expected to conduct 45,000 more transactions than it did in 2022, when it processed 23,000.‎

Al Tayer urged RTA staff members to work harder and make meeting customers' expectations and pleasure their top priority.