In a move that reflects its commitment to enhancing customer experience, the Roads and Transport Authority (RTA) has announced the opening of hybrid customer happiness centers in Umm Ramool and Al Barsha. This initiative is part of a strategic plan aimed at expanding the RTA’s electronic and smart services, aligning with the UAE’s digital government strategy and Dubai‘s “360 Services” vision. These centers offer integrated services that meet customer expectations through the adoption of automated systems and modern mechanisms based on advanced technology.
Digital Transformation and Sustainable Development
The RTA has opened the customer happiness centers in Umm Ramool and Al Barsha after developing and transforming them into hybrid centers. This transformation stems from the authority’s commitment to meet customer needs in an innovative and effective manner. In this context, His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors at the RTA, emphasized the importance of using the latest digital technologies and artificial intelligence to enhance customer experience. This includes integrating these technologies to increase the rate of digital adoption and provide services that exceed the expectations of residents and visitors in Dubai.
Design that Meets Customer Needs
The customer happiness centers in Umm Ramool and Al Barsha feature an advanced interior design inspired by elements of nature, creating a comfortable environment that contributes to improving customer service. The design aims to facilitate customers’ access to services and ensure immediate transaction completion while providing support and advice from service consultants. This demonstrates the RTA’s commitment to enhancing the integration of digital and traditional channels, allowing for a consistent and effective customer experience across various platforms.
Increased Services and Transactions
The customer happiness center in Umm Ramool now offers 97 services, an increase from the previous 72 services. Operational efficiency has also been raised to meet the growing demand, with expectations that the number of completed transactions will rise from 84,000 in 2024 to over 100,000 by the end of this year. The center’s round-the-clock operation is a boon for customers, serving more than 1,350 customers monthly outside of official working hours.
In conclusion, His Excellency Al Tayer emphasized the need to continue efforts to achieve customer happiness, stressing that this priority should hold a prominent place in the RTA’s work. The development of the hybrid customer happiness centers reflects a collective vision for building a more interactive and intelligent city, thereby enhancing Dubai’s competitiveness as a global destination for government services.