Abdullah Al Mahri, Director of Monitoring of Transport Activities at the Public Transport Agency, said: “RTA is keen on delivering premium customer services to bring happiness to people through establishing an effective communication with the public, especially taxi and deluxe transport users. We attach paramount attention to the suggestions and feedback received from the public, which contribute to improving our operations. All observations received by the Customer Service Management System are closely followed up until they are eventually addressed. Establishing RTA’s Observations Follow-up & Handling Office, which replaced the separate offices in Franchise Companies operating taxis and deluxe transport, has effectively contributed to improving the observations handling mechanism.”
“Establishing a single office to manage all observations received from the public, is the most effective way to realize the objectives of governance and customers service. It also helps identify and highlight key observations, and take immediate actions to redress them. Six investigators have been recruited since the Office was established in order to tackle the pending public issues," added Al Mahri.
“The Observations Follow-up & Handling Office has been beefed up with additional 20 multi-national investigators to ensure rapid communication with all customers, which contributed to the enhancement of customer satisfaction rating. Working hours have been extended and the Office now is operating around the clock. Plans have been charted out to monitor cabbies' behaviors, and an electronic investigation mechanism has been introduced. The "Learn Initiative" has also been launched for dispatching an investigator from the Office to offices of Franchise Companies in order to improve their administrative, technical and practical skills. “Remember Initiative” had also been introduced to familiarize employees with a variety of traffic rules.”
“New initiatives are still in the waiting next year to up customers satisfaction rating, reduce observations rate, and further enforce discipline and professional behavior of cabbies that would ultimately contribute to realizing RTA's core strategic goals," concluded Al Mahri.
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