RTA hotline's record response time is 12 seconds as agency keen on practical implementation of 'People's Happiness'

  DUBAI – The Roads and Transport Authority (RTA) revealed that its call center (8009090) had received 529,495 calls during the first quarter of 2016, recording a response time of 12 seconds per call compared well with the targeted rate of 20 seconds per call. The number of calls handled during the same time last year was 520,258 calls. Results achieved during the first quarter of this year revealed that the center had processed 104,537 transactions via the IVR system, and 28,390 transactions via e-mails (72 percent higher than transactions processed during the same period last year). It had also processed 3,706 licensing-related transactions such as driver’s licenses, vehicle registration, and payment of fines (32 percent higher than transactions processed during the same period last year) in addition to 1,049 transactions and inquiries handled via chats. Madinati cases filed during these period-clocked 5,340 cases, 99.7 percent of them were signed-off (92 percent higher than cases reported during the same period last year), said Ahmed Mahboub, Director of Customer Service at RTA’s Corporate Administrative Support Services Sector. RTA is always keen on the practical implementation of its 3rd Strategic Goal (People’s Happiness), and considers it the backbone of its strategy towards improving services and means of delivering them through the use of cutting-edge technologies to save customers time and effort, Mahboub added.