DUBAI: The Roads and Transport Authority (RTA) in Dubai revealed that its Call Center (8009090) had received 1,184,100 calls during the first half of 2017 at a response rate of 11 seconds per call, which compares well with the planned response period of 20 seconds per call. It is noteworthy that the Center handled 1,084,635 calls during the same period 2016 year.
Ahmed Mahboub, Executive Director of Customers Service, RTA Corporate Administrative Support Services Sector, said, “Receiving more than one million calls during the first half of 2017 reflects the growing number of people opting to communicate with the award-winning Center. It is recalled that RTA Call Center has won the Best Customers Call Center in the last edition of the Hamdan bin Mohammed Programme for Smart Government Award.
“This growth in the number of calls received is attributed to the huge efforts and excellent performance of working teams to ensure a quick response to the needs of customers needs in a record time despite the numerous services on offer. In line with our Government directives to rank Dubai the smartest city in the world, and in response to the Smart City initiative of Dubai Government, the Call Center is focused on offering multiple e-services using hi-tech systems,” he explained.
“During the first half of this year, the Center has processed 25,715 transactions through the IVR System and received 317,272 inquiries during the same period. The Centre has also processed 65,613 transactions via emails; recording a 21% rise over the figure of the same period last year. It has finalised 18,994 transactions relating to driver licenses, vehicles and payment of fines. Transactions & inquiries channelled through chats amounted 80,057 transactions; which reflects a whopping increase of as much as 1700% over the same period last year, thanks to the 24/7 communication along with the increase in the number of services. Madinati observations clocked 12,619 cases during the first half of this year recording a sign-off rate of cases amounted to 99.7%.
“The RTA always seeks to realise its 3rd Strategic Goal (People Happiness) considering it the backbone of its strategy aimed at improving services as well as the means of delivering them. It focuses on using advanced technology to meet customers’ growing needs & expectations and save much of their time & efforts,” added Mahboub.