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The Customers’ Council of Dubai’s Roads and Transport Authority (RTA) has explored with a panel of most communicative customers a number of services on offer by the RTA to the public. The gathering, which marks the 70th session of RTA’s Customers Council, convened to share views and receive suggestions to upgrade the process in the public interest.
Mohammed Obaid Al Mulla, Member of Board of Executive Directors cum Chairperson of Customers Council, RTA, chaired the session, which took place at RTA’s headquarters. The attendees were Dr. Yousef Mohammed Al Ali, CEO of Dubai Taxi Corporation (DTC) and Ahmed Mahboub, Director of Customer Service, Deputy-chair of Customer Council, in addition to a number of RTA’s most frequent communicating customers.
Al Mulla opened the gathering by extending thanks to customers for responding to the invitation to attend the gathering to voice their views, observations, suggestions and aspirations in order to upgrade services, which contributes to realizing the third goal of the RTA ‘People Happiness.’ “Such gatherings are intended to inform customers of RTA’s services on offer, upgrade them and bring happiness to all community segments,” Al Mulla said.
The RTA’s Customer Council came out with several good recommendations such as forming a team to look into complaints and observations related to taxicabs, which were received from residents of Al Nahda (1), namely the area behind Sahara Center. The team will comprise members who will jointly study these observations, sort them out and prevent their recurrence.
The Council recommended to simplify e-payment operations procedures related to using public parking in Dubai (mParking) due to glitches relating to messages confirming the booking of parking slots when using this e-service. It recommended integrating all smart applications under one umbrella of smart services to avoid some technical/financial issues such as deducting amounts by mistake, especially the e-payment systems (Nol Card) when using the NFC technology together with the slow refunds processing experienced by metro and public transport riders.
It recommended studying customer complaints related to route No. 366 and route No. 367 from Dubai Outsourcing Area, International City and Dragon Mart. The recommendation is related to customers’ remarks regarding recurrent deduction of additional amounts from Nol cards.
The Council advised RTA’s parties concerned to streamline the refunding procedures to customers as regard amounts deducted from Nol Cards particularly metro and public bus users, besides sending them updates at regular intervals. In addition, the Council also directed to consider increasing the number of buses and routes passing through the Stadium Metro Station at Al Nahda Street, Al Qusais next to Al-Ahli Club, particularly the metro feeder service to avoid congested passengers at certain times of the day.
The Council also recommended to increase the number of observers and inspectors at Union Metro Station (Green Line and Red Line) of final journeys in both directions due to congestion. The advised to consider running new Metro services in both directions to address the increasing number of passengers at the Union Station at certain times.
A comprehensive visual presentation was presented during the gathering highlighting the customer services in a bid to realize RTA’s vision and mission. The presentation also outlined the services offered to the public, the number of RTA’s customer happiness centers along with their geographical distribution and services provided. The presentation also gave figures on the number of calls and services at the Call Center (8009090), as well as statistics on e-services, smart applications, and RTA’s communication channels.
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