Roads & Transport Authority - News Details

Dubai’s Roads and Transport Authority (RTA) held a dedicated Customer Council session to address and enhance services for People of Determination, in collaboration with the Rashid Centre for People of Determination. The session welcomed several CEOs, directors, and staff from relevant RTA departments, alongside 109 representatives from schools and centres for People of Determination, as well as parents. Discussions focused on the quality of services in areas such as parking, public transport vehicles, and the Mobile Customer Happiness Centre.

The session, held at the Rashid Centre for People of Determination, forms part of RTA’s Strategic Plan 2023–2030, which outlines five key objectives, highlighted by achieving customer happiness through seamless, proactive, high-value services, and embracing future foresight by adopting flexible business models that reinforce RTA’s leading position.

Mr Ahmed Mahboob, CEO of the Licensing Agency, Chairman of the Customer Council at RTA, welcomed the participants and reaffirmed the Authority’s commitment to leveraging all its capabilities to deliver comprehensive and exemplary services for People of Determination. He emphasised the importance of closely monitoring their suggestions and needs to ensure continual service enhancement in line with the highest international standards, ultimately aiming to achieve the highest levels of customer happiness.

Mariam Othman, CEO of the Rashid Centre for People of Determination, delivered a welcome address in which she expressed appreciation for RTA’s consistent support through a range of distinguished services. She also praised the strong partnership between both entities.

Aisha Al Zahmi, Manager of Customer Happiness Centres at RTA, presented RTA’s strategic vision, goals, and objectives focused on elevating customer satisfaction. She highlighted the Authority’s approach to strengthening understanding of customer needs, promoting positive behavioural change, and delivering services specifically tailored to People of Determination.

The presentation showcased an array of accessible services, including tactile ground indicators for the visually impaired, dedicated parking slots, adjusted traffic signal timings to accommodate walking pace, and electric elevators on pedestrian bridges. It also highlighted inclusive pavement and crossing designs and public transport vehicles equipped with accessibility features, including 27 fully adapted taxis. These efforts were widely praised by the attendees.

Beneficiaries commended RTA’s effective role in automating processes and providing smart, user-friendly digital channels. They also acknowledged the Authority’s firm adherence to the Dubai Universal Design Code for People of Determination, underscoring continued dedication to delivering advanced, inclusive services that foster happiness and community integration.

Attendees suggested leveraging artificial intelligence to further improve service quality, expanding training programmes for taxi drivers on how to assist People of Determination, and increasing the number of dedicated seats for this group in public buses and metro carriages.

Participants also expressed appreciation for RTA’s fee exemption policies, which range from 50% to 100% for People of Determination, including citizens, residents, and tourists. They further praised the Mobile Customer Happiness Centre for its delivery of integrated services such as vehicle registration, ownership transfer and renewal, technical inspections, and vision testing.