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Press Releases

07 May 2023

Opening two smart customer happiness centres

(The smart centres provide automated services without human intervention)

an image of Al Tayer visiting Al Manara Customer Happiness Centre ‎

Dubai’s Roads and Transport Authority (RTA) has inaugurated two smart ‎customer happiness centres; one located in Al Manara and the other in Al ‎Kifaf, as part of a master plan to expand ‎ service offerings in line with UAE's digital government strategy. The two centres deliver seamless ‎automated customer services using smart devices smoothly, without ‎human intervention, in order to further enhance ‎ customer satisfaction.‎ 

His Excellency Mattar Al Tayer, Director General and Chairman of the Board of ‎Executive Directors of the Roads and Transport Authority stated‎: “RTA is ‎committed to enhancing its customer services and fostering ‎ the shift to ‎smart channels to boost the digital adoption rates. This initiative aligns with ‎the ‎vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-‎President and Prime Minister of the UAE and Ruler of Dubai, as well as the ‎directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al ‎Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, to ‎transform Dubai into the world's smartest city. Offering exceptional services ‎and a performance that surpasses customer expectations is essential for ‎fostering the happiness of Dubai's residents and visitors.”‎

‎“The conversion of the customer happiness centres in Al Manara and Al Kifaf ‎into smart centres is part of the RTA's plan to evolve these centres into fully ‎smart and hybrid centres. This aligns with the Dubai Government's Services ‎‎360 vision and their strategy to reduce the number of centres. ‎

‎“The plan entails the transformation of the Al Twar customer happiness centre ‎into a smart centre in the first half of this year, followed by Umm Ramool ‎customer happiness centre, which will become a hybrid centre in ‎‎2024. Additionally, Deira and Al Barsha customer happiness centres are scheduled ‎for migrating to hybrid centres in 2025,” Al Tayer added.‎

Customer experience

During a tour of Al Manara Customer Happiness Centre, Al Tayer was briefed ‎on the centre’s facilities, which have been designed in accordance ‎ with the top ‎global customer service practices. The goal is to promote customer service v ‎providing easy access to services and interactive communication with ‎RTA's call centre staff via video chat technology ensuring offering instant ‎services as well as support and guidance from service consultants using ‎dedicated platforms. This contributes to delivering excellent services that please ‎customers and enhance their experience across all channels.‎

Al Manara Centre features ‎ several outlets such as smart kiosks, website, smart ‎apps, service consultants, and video chat. The comprehensive ‎ improvements seen by ‎the centre included increasing the number of services offered from 72 to 239 ‎services and boosting operational efficiency. It is anticipated that the number ‎of transactions processed by the centre will rise from 23,000 in 2022 to ‎‎45,000 transactions by the end of this year 2023.‎

Rounding off his tour, Al Tayer called upon RTA employees to redouble their ‎efforts and set achieving customers' happiness and expectations as a priority.‎

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