The Roads and Transport Authority (RTA) has started the implementation of the Services Specifications Manual in the context of its endeavours to meet customers’ needs and raise their satisfaction through setting out specific standards and specifications for offering services via a host of delivery channels in a consistent manner.
Ahmed Mahboob, Director of RTA Customers Service, said: “The Services Specifications Manual is intended to provide a standard methodology for offering or modifying customer-oriented services in order to ensure a uniform experience for customers across various service delivery channels. The ultimate objective of the Manual is to meet customer needs & satisfaction, and offer the possibility of continuously improving the services using unified standards for delivering them.
“The Manual contributes to instituting a comprehensive approach for managing the service portfolio through chalking out distinctive steps to be observed upon modifying any service across the board. The process includes the sequence of implementing each step, detailed guidelines governing the shifting from one step to another, and a continuous improvement system through tracking the service performance parameters namely customers, operational processes, human resources and financial affairs,” continued Mahboob.
The Manual also contributes to achieving self-sustainability of services based on internal suggestions and customer feedbacks, says Mahboob, adding: “The governance of the Services Specifications Manual covers holding training sessions to explain the standards, as well as promoting and ensuring compliance with these standards, and assuming the responsibility for their continual improvement.”
“The RTA sets top priority to customers in realization of its 3rd Goal (Peoples Happiness), and makes every effort to keep up with the needs and expectations of customers as it is well aware of the growth in the requirements of clientele across various service packages on offer. This renders the RTA always keen on bringing happiness to customers through streamlining the procedures of delivering services, thus this Services Specifications Manual adds to the fruition of this strategic objective.
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