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38759
Sun, 01/04/2009 - 15:19
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http://m.oananews.org//node/38759
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RTA introduces "We are all at the Front End" program to upgrade customer service
Dubai, Jan 4, 2009 (WAM) - Dubai Roads '&' Transport Authority (RTA) recently launched an initiative under the theme "We are all at the Front End", as part of its ongoing efforts to bolster customer services. Under this new platform, RTA departmental directors and section managers will be available at the counters of RTA Main Customer Service Centre to deliver services to customers in person. Such exercise aims to provide these executives with first-hand knowledge of customers' views, suggestions and feedbacks.
The CEO of RTA Corporate Support Services Sector Abdullah Al-Madani said: "This new initiative billed as "We are all at the Front End" is the brainchild of the RTA through its Customer Service Dep't. The Program, which involves RTA management staff such as directors and managers, aims to open a direct interactive link between RTA management and customers in an effort to upgrade the calibre of services rendered to customers.
"The overall objective of the Program is to upgrade the standards of customer service, win customer satisfaction, and enhance the business conduct. The Program will be carried out over two phases; the first phase will witness departmental directors hosted at the counters of the Main Customer Service Centre to process customer transactions by themselves so as to come up with their own taste of remarks on customers and services delivered to them. In the second phase, section managers will deliver the services to customers in person on the same counters so as to conclude their respective remarks.
"This initiative forges a communication link between RTA management and customers, and such interaction is bound to effectively boost the level of services rendered to RTA Customers. We expect this initiative to sort out many difficulties encountered by customers through having departmental directors and section mangers directly engaged with customers at the front end; enabling them to give well-guided instructions and contribute to the quality of customer service" added Al-Madani.
Laila Hareb, Director of Customer Service Centers Dep't at RTA Corporate Support Services Sector, stated that RTA had set off the initial phase of the Program. Abdullah Al-Bastaki, Director of IT; Najeeb Al-Zarooni, Director of Parking; and Nazim Faisal, Director of Road Maintenance triggered the processing of customer transactions at the counters of the Main Customer Service Center. Other departmental directors will follow suit accordingly and gather feedbacks. The second phase of the Program will see section managers deliver services to customers at the counters of the Main Customer Service Center according to the plan so as to contribute to promoting the services rendered to customers.
"During the process, each departmental director or section manager will sit in for the counter staff, speak to the customer, receive the transaction and process it in person before taking notes about the problems facing the customer, employee and the Manager of Counters Section. Directors will also drop down notes about the period taken to process the transaction, means of delivery and follow-up with other departments. Accordingly the director will give directives for coordinating the business of various departments to process transactions interrelated with more than one department or section" noted Laila.
Abdullah Al-Bastaki, Director of IT said that a meeting would be held between departments to review transactions interrelated with more than one department or section and provide the coordination required for attaining customer satisfaction.
Najeeb Al-Zarooni called for enhanced customer awareness such that customers could know the requirements of transactions they apply for. This could be included in the awareness campaigns launched and booklets published by the RTA.
Nazim Faisal said that the initiative was a good opportunity for departmental directors to have a field look into the serial processing of transactions from the moment of receiving them till referred to the director or manager, and figure out how to coordinate the processes between departments and sections.
The CEO of RTA Corporate Support Services Sector Abdullah Al-Madani said: "This new initiative billed as "We are all at the Front End" is the brainchild of the RTA through its Customer Service Dep't. The Program, which involves RTA management staff such as directors and managers, aims to open a direct interactive link between RTA management and customers in an effort to upgrade the calibre of services rendered to customers.
"The overall objective of the Program is to upgrade the standards of customer service, win customer satisfaction, and enhance the business conduct. The Program will be carried out over two phases; the first phase will witness departmental directors hosted at the counters of the Main Customer Service Centre to process customer transactions by themselves so as to come up with their own taste of remarks on customers and services delivered to them. In the second phase, section managers will deliver the services to customers in person on the same counters so as to conclude their respective remarks.
"This initiative forges a communication link between RTA management and customers, and such interaction is bound to effectively boost the level of services rendered to RTA Customers. We expect this initiative to sort out many difficulties encountered by customers through having departmental directors and section mangers directly engaged with customers at the front end; enabling them to give well-guided instructions and contribute to the quality of customer service" added Al-Madani.
Laila Hareb, Director of Customer Service Centers Dep't at RTA Corporate Support Services Sector, stated that RTA had set off the initial phase of the Program. Abdullah Al-Bastaki, Director of IT; Najeeb Al-Zarooni, Director of Parking; and Nazim Faisal, Director of Road Maintenance triggered the processing of customer transactions at the counters of the Main Customer Service Center. Other departmental directors will follow suit accordingly and gather feedbacks. The second phase of the Program will see section managers deliver services to customers at the counters of the Main Customer Service Center according to the plan so as to contribute to promoting the services rendered to customers.
"During the process, each departmental director or section manager will sit in for the counter staff, speak to the customer, receive the transaction and process it in person before taking notes about the problems facing the customer, employee and the Manager of Counters Section. Directors will also drop down notes about the period taken to process the transaction, means of delivery and follow-up with other departments. Accordingly the director will give directives for coordinating the business of various departments to process transactions interrelated with more than one department or section" noted Laila.
Abdullah Al-Bastaki, Director of IT said that a meeting would be held between departments to review transactions interrelated with more than one department or section and provide the coordination required for attaining customer satisfaction.
Najeeb Al-Zarooni called for enhanced customer awareness such that customers could know the requirements of transactions they apply for. This could be included in the awareness campaigns launched and booklets published by the RTA.
Nazim Faisal said that the initiative was a good opportunity for departmental directors to have a field look into the serial processing of transactions from the moment of receiving them till referred to the director or manager, and figure out how to coordinate the processes between departments and sections.
