RTA launches five year strategy to enhance customer service


Dubai’s Roads and Transport Authority (RTA) has adopted a strategy with the aim of revolutionising the experience of customers over the next five years.

It aims to understand the unique needs and preferences of customers, foster the development of tailored, proactive and innovative products and services, and guide and inspire customer behaviour to maximise the benefits of Dubai's mobility networks.

Its goals are to enhance the accessibility and efficiency of services, optimise travel times, standardise experiences across the board, refine and integrate processes for comprehensive customer data management, foster innovative enablers in customer experience, and develop forward-thinking services and business models among others.

His Excellency Mattar Al Tayer, Director General, Chairman of the Board of Executive Directors, RTA, said, “it focuses on leveraging cutting-edge technologies, nurturing Emirati talents and skills, refining service delivery mechanisms, and placing emphasis on customer-centricity during the design of integrated journeys.

"The strategy is a culmination of insights gained from customer experience labs and workshops that  had been instrumental in identifying global trends relating to enhancing customer services and managing their future expectations to ensure that the strategy resonates with RTA’s strategic plan and ambitions for global leadership,” he added.

The strategy will be implemented through 42 programmes and projects, all aimed at fulfilling Dubai’s 360 Services goals.

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