Dubai's RTA Call Centre handles over 2m calls in 2016

The Roads and Transport Authority, RTA, has announced that its Call Centre has received 2,177,521 calls in 2016, and the response time covered 86.3 per cent of incoming calls within the targeted time response time of 20 seconds per call.

The centre has also received 53,298 reports about lost items where more than 70 per cent of them were found, recording a sign-off rate of 99%. Additionally, Madinati system has received 25,208 cases.

"The number of calls picked up by the Call Centre (8009090) reflects the extent of interaction between the centre and RTA clients, and the considerable attention attached by the RTA to their services, inquiries, suggestions, complaints, etc. Recording such a high response rate to incoming calls is also indicative of the multiple and diverse services provided by the RTA to the public," said Yousef Al Rida, CEO of RTA Corporate Administrative Support Services Sector.

"The Call Centre received 2,177,521 calls in 2016. The calls were as follows: 778,088 calls relate to the Public Transport Agency; 62,040 calls relate to the Licensing Agency; 211,115 calls relate to the Traffic & Roads Agency; 142,638 calls relate to the Corporate Technology Support Services Sector; 107,940 calls relate to the Rail Agency; 55,734 calls relate to the Dubai Taxi Corporation; 74,069 calls relate to the Corporate Administrative Support Services Sector; and 353 calls relate to the Strategy & Corporate Governance Sector," explained Al Rida.

"The centre made outstanding achievements underscoring its success in realising its tasks in 2016 at the highest standards highlighted by clinching the award of the Best Call Centre in Dubai in the Hamdan bin Mohammed Smart Government Awards. The RTA always seeks to enhance the third strategic goal (People Happiness); considering it the backbone of its strategy for improving services and the means of delivering them by capitalising on smart and the latest technological advancements.