RTA revamps IVR services

"The Customers Service Department is always keen on keeping pace with customer needs and expectations of its services."

A host of customer-oriented services of the Roads and Transport Authority (RTA) have now become automated. The move is part of RTA's strategy to make services accessible and deliverable via user-friendly technological means.
The enhanced service is introduced in response to the government directives to make Dubai the smartest city in the world within three years, and as part of RTA's commitment to the Smart City initiative of Dubai Government.
Yousef Al Rida, CEO of RTA's Corporate Administrative Support Services said: "The Customers Service Department has automated a number of services following a revamp of the Interactive Voice Response (IVR) system, and configuring it to furnish automated responses to queries raised by customers.
"The lineup of public services provided under this system include: renewal of driver licences, renewal of vehicle registration, services of customer services centers, changing vehicle ownership, exporting of vehicles, parking services, seniors services, disabled services, seasonal parking cards, parking timing, Nol cards offering discounts to certain segments, metro services and stations, booking water taxi and marine transit modes, paying metro offences, and paying bus violations."
In line with the RTA's objective of keeping people as happy as possible, the IVR system has been updated with all steps needed to run the service or in connection with any procedures to provide quick and smooth responses to customer needs, he said. "The Customers Service Department is always keen on keeping pace with customer needs and expectations of its services. For this purpose, the department is capitalising on technological advancements aided by human support in the delivery of such services," added Al Rida. - Wam