RTA reviews benchmarks of customers & licensing services with Emirates Transport04/08/2015
The Corporate Administrative Support Services Sector and the Licensing Agency of the Roads and Transport Authority (RTA) have recently briefed a visiting delegation from Customers Relations Management Department, Strategic Planning Department and Operations Department at the Emirates Transport in Dubai about the benchmarks adopted by RTA in the field of customer service and licensing. The gathering was held in RTA Head Office and attended by several officials from both parties.
At the start of the meeting, Yousef Al Rida, CEO of RTA Corporate Administrative Support Services Sector, praised RTA’s continual communication with external bodies as part of the drive to share expertise and gain further knowledge capable of bringing improvements and increasing productivity. “The visit of the Emirates Transport was intended to examine benchmarks relating to the best customers service practices. Such visits would have a positive impact on the business process and the excellent standards,” said Al Rida.
Sultan Al Marzooki, Director of Vehicles Licensing, RTA’s Licensing Agency, said: “Exchanging visits with local and federal government bodies is part & parcel of our core business as it facilitates the sharing of expertise in all fields and the achievement of higher standards. The Licensing Agency is keen on adopting high standards in the technical inspection of vehicles and would also enhance the overall performance of the Agency.”
A visual presentation was made during the meeting by the Customers Service Department screening the targets and results relating to performance indicators of the eight customer service centers operating in Dubai as well as employees productivity indicators. It also cast light on the calculation of the time taken in processing transactions, and the classification of services provided via the Q-Matic system. It was explained that the time taken is calculated from the moment the ticket is issued by the receptionist till the service is delivered to the customer. Here three indicators are involved in assessing the service namely: the waiting time (10 minutes), the compliance with the targeted waiting time (80%), and the time of delivering the service (5 minutes). A brief account was made about the indicator of the percentage of operational counters, and the targeted performance of operations & services.
The Licensing Agency made a visual presentation to the visiting delegation about the technical testing of vehicles highlighting the percentage of vehicles that pass the test from the first time, satisfaction rating of vehicles technical inspection, and the percentage of failing in tests per type of vehicle, 19% in light vehicles, 30% in heavy vehicles, and 10% in motorcycles.
Following presentations, the two parties engaged in discussions where RTA officials gave a clear and comprehensive view about all matters related to customer service and technical inspection of vehicles, which eased the exchange of information.