The Roads and Transport Authority (RTA) has recently received a visiting delegation from the Ministry of Social Affairs & Labour and briefed it on the strategy adopted by the RTA in e-services and applications relating to Customer Relationship Management (CRM) and knowledge sharing in various fields of relevance.
Abdullah Al Bastaki, Director of Information Technology, RTA, said: “The visit of the delegation from the Ministry of Social Affairs and Labor comes as part of RTA’s strategy to share experiences & knowledge with all Dubai Government agencies in various fields relating to the business of the RTA.” He added that the meeting started with a visual presentation about customer service management system, implementation phases, advanced technological features added as developed by Microsoft Corporation, in addition to the future plans related to business processes.
Al Bastaki added that the visual presentation also briefed the delegation on the current customer communication channels such as RTA website and social networking sites including Facebook, and the Call Center 8009090, which enable customers to file their suggestions and complaints about the services on offer. The visitors were also apprised of the ‘Level of Service,’ which pertains to determining the period of time required to sign off customer requests, suggestions and complaints after submitting them to the RTA’s stakeholders. The delegation was given a full briefing on the progress made as regards linking customer service management system and the other operational systems including the Parking Department, Licensing, and the Automated Fare Collection of NOL Cards.
Al Bastaki further added, “The RTA has advanced experiences in utilizing high technologies to facilitate communication with customers in order to meet their needs, particularly as customer segments that the RTA currently deals with have higher aspirations for services, thus they have to be addressed through the best means of communication. This feature rendered the RTA a distinguished entity capable of providing the best practices in various corporate business domains.”
The visiting delegation praised the outcome of the visit in terms of information and advanced action plans, and stressed the importance of communicating with the RTA in upcoming visits in order to achieve the ultimate objective of integrating the business of Dubai Government departments towards realizing the visions of its prudent leadership.
Thursday, September 4- 2014 @ 10:11 UAE local time (GMT+4) Replication or redistribution in whole or in part is expressly prohibited without the prior written consent of Mediaquest FZ LLC.