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The Roads and Transport Authority (RTA) in Dubai has rewarded proponents of feasible ideas received through the Mohammed bin Rashid Smart Majlis. The step aims to encourage community members in general and clients in particular to contribute innovative suggestions and ideas for improving RTA’s services and measuring up to customers expectations.
“Rewarding owners of feasible ideas received through the Mohammed bin Rashid Smart Majlis is in line with RTA’s endeavours to establish effective communication channels with clients. We pay much attention to customer ideas, suggestions and even feedbacks and seek to implement the most feasible ones in the public interest. Rewarding these contributors promotes customers loyalty to RTA’s policy primarily aimed to enhance their satisfaction. It also contributes to realising RTA’s third strategic goal (People Happiness),” said Ahmed Mahboub, Executive Director of Customers Service, Corporate Administrative Support Services Sector, RTA.
“The MBR Smart Majlis is an advanced channel for driving innovation. It enables receiving and following-up all ideas and feedbacks. The team holds periodic meetings to sort out ideas unrelated to the RTA and refer them to the concerned government bodies and obviously receives cases related to the RTA referred from other entities. The team ensures that ideas are not repetitive, were not received through RTA’s Suggestion System, and are not part of future projects or had been reviewed. The procedure eliminates duplication of work and saves the time for considering innovative and creative ideas.
“The MBR Smart Majlis Team coordinates ideas classified as creative with RTA’s Innovation Team to enhance the innovation drive; which is part of RTA’s core strategy. The Team represents all sectors, agencies, directors of CEO offices, and the manager of customers care strategy at the RTA. The Team is keen on signing-off cases within less than the prescribed timeline of 10 days,” added Mahboub.
“The RTA is keen to consider all innovative ideas and improvement comments that contribute to improving its customer services. It spares no effort in communicating with clients, be it citizens, residents, tourists or visitors of Dubai to explore their needs and expectations. It also heeds to their feasible and non-feasible ideas as they can also be restructured into viable ideas capable of contributing to our service improvement. The RTA charts out plans for meeting customers needs of our services, and even forecasts their expectations,” concluded Mahboub.
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