Roads & Transport Authority - News Details

Dubai’s Roads and Transport Authority (RTA) and Keolis MHI, the company responsible for operating and maintaining Dubai Metro and operating Dubai Tram, have been awarded the International Customer Experience Standard (ICXS 2019) for the passenger experience of Dubai Metro and Tram.

The certification was conferred by the International Customer Experience Institute following an assessment visit conducted by a specialised team from the British Standards Institution (BSI) to RTA’s Rail Agency. As part of the audit, the team reviewed and visited Metro and Tram Stations. The evaluation concluded with a “World-Class Services” rating, achieving a perfect score of 100% (International Service Excellence)— the highest ever recorded nationwide under the version of the standard.

Hassan Al Mutawa, Director of Rail Operations at RTA’s Public Transport Agency, expressed his pride in receiving this prestigious international certification. He said: “Since this certification is awarded to organisations that demonstrate excellence in customer experience and its enhancement, it also reflects the dedicated efforts of the Rail Agency in ensuring the happiness of Dubai Metro and Tram passengers. RTA places the highest priority on its riders and remains committed to continually improving their satisfaction and daily mobility experiences — not only on Metro and Tram but across all other public transport modes operated by RTA.”

He noted that the field assessment carried out by the British Standards Institution encompassed seven key criteria, in which the Rail Agency achieved a 100% score. These criteria included:

 

• Policies: Strategic Intent, Customer Service/Happiness Charter, Service Excellence Delivery Standards.
• Places (Premises / Channels) Assessment of Work and Customer Environment, Physical Location, Call Centre / IVR.
• Product / Services: Reliable Products / Services, Strategic Partner Engagement, Product / Service Development and Improvement.
• Processes and Customer Journey Maps: Process Development and Assessment, Customer Journey Maps, Customer Experiences – Happiness Value Moments.
• People: Internal Communication, Employee Performance Records Maintained, Employee Skill Development.
• Measurement of Performance: Public Perception Analysis/Brand Awareness Analysis, Customer Experience/Customer Happiness Measurement, Customer Complaints/Suggestions/Feedback.
• Performance Results: Customer Experience/Happiness Measurement Results, Employee Happiness Measurement Results, Delivery Channel Performance Assessment Results.

Al Mutawa commended the dedicated efforts and partnership of Keolis MHI, the company responsible for operation and maintenance of Dubai Metro and of Dubai Tram. He emphasised the strength of the company’s corporation with RTA and the shared commitment of both parties to providing world-class services for Metro and Tram users—residents, visitors, and tourists from around the world.

Vikas Sardana, Acting Managing Director at Keolis MHI "We are incredibly proud to share this achievement with the Roads and Transport Authority (RTA). This International Customer Experience Standard (ICXS 2019) certification, and the perfect score of 100%, is a powerful validation of the world-class service we are committed to delivering every day across Dubai Metro and Tram network. It Highlights the strength of our partnership with RTA and our shared dedication to delivering world-class experiences, with passengers placed firmly at the core of every journey across Dubai Metro and Tram network.”

The certification is recognised internationally as a benchmark for assessing customer service and user experience in major organisations. It is intended to help entities manage and continuously enhance customer experience, with a particular focus on the quality of services provided.