Part of RTA’s smart transformation for customer services
HE Mattar Al Tayer, Director-General and Chairman of the Board of Executive Directors of Dubai’s Roads and Transport Authority (RTA) stressed RTA’s relentless efforts to innovate tools and techniques to leverage the smart transformation of customer services.
Such efforts are in line with the Government’s drive to transform Dubai into a smart city contributing to people happiness by offering them world-class standards services.
He revealed that transactions processed through smart self-service machines saw an immense increase of as much as 324% between 2017 and 2018.
Equally, transactions processed online (through the website and the smart app) and the call centre grew by 111% between 2016 and 2018.
Al Tayer made this statement during the launch of the I-Counter; a mini smart and integrated customer service centre, which can be easily relocated.
It enables clients to make self-service transactions round-the-clock.
The machine can process all transactions that can be availed via the Smart Kiosk, except for cash payment, and printout of transactions.
Services offered through the I-Counter include query, payment of traffic fines, licensing/renewing of vehicle registration, and issuing/renewing driver license.
They also include issuing of replacement of a lost vehicle registration card, certificate of owning/not owning a vehicle, replacement of a lost driver license, insurance premium reimbursement certificate, and clearance certificate.
In the near future, more services will be added, such as the refund of payments, and the top-up of nol cards/seasonal parking cards. It serves customers in five languages (Arabic, English, Malayalam, Urdu, and Chinese).
Four machines will be deployed at Umm Ramool customer happiness centre, three at Deira customer happiness centre, another three in Dubai Ferry, and similar number in the Smart Bus.
In future, more machines will be deployed on board of 700 taxis. Machines will also be made available at customer happiness centres at Al Barsha and Al Tawar, centres of RTA service providers and some malls, to name few.
Al Tayer was briefed about the performance indicators of self-service machines. The number of transactions processed leapfrogged from 69,811 transactions in 2017 to 296,000 transactions in 2018, recording a massive growth rate of 324%.
Vehicles licensing services accounted for 53% of total transactions processed by self-service machines, followed by driver services, which amounted to 21%.
Al Tayer also reviewed the performance of RTA’s seven customer happiness centres during the first quarter of this year.
The average service processing time was (1 minute - 39 seconds) at Al Manara Centre, (2 minutes - 27 seconds) at Deira Centre, (37 seconds) at Al Tawar Centre, and (2 minutes - one second) at Al Barsha Centre.
The overall satisfaction rating of Customer Happiness Centres clocked 95%, and the Happiness index hit 98%.