RTA Unveils 5-Year Plan to Boost Customer Service

The Roads and Transport Authority (RTA) in Dubai has embarked on a transformative strategy aimed at revolutionizing the customer experience over the next five years.

The strategy focuses on understanding customers' unique needs, fostering tailored and innovative products, and guiding behavior to maximize Dubai's mobility network benefits.

Key goals include improving service accessibility and efficiency, optimizing travel times, standardizing experiences, integrating comprehensive customer data management, promoting innovative enablers in customer experience, and developing forward-thinking services and business models.

Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors at RTA, emphasized the strategy's focus on cutting-edge technologies, nurturing local talents, refining service delivery, and prioritizing customer-centricity in integrated journey designs.

The strategy, informed by insights from customer experience labs and workshops, identifies global trends to meet future expectations, aligning with RTA's strategic plan and global leadership ambitions.

Implementation involves 42 programs and projects geared towards fulfilling Dubai's 360 Services goals, reflecting a commitment to elevating customer services through technology, talent development, and customer-centric design.

The initiative underscores RTA's dedication to staying at the forefront of global trends and ensuring a seamless, innovative, and customer-centric approach to transportation services in Dubai.