News

A delegation from the Dubai Taxi Corporation (DTC) at the RTA recently visited the Taxi Booking and Dispatch Centre at the RTA’s Public Transport Agency to supplement an initiative, entitled We are all in the front-end, aimed at enhancing the role of top executives in various RTA sectors and departments through communicating with external customers to upgrade the business process and service offering.

The delegation included the Acting CEO of the DTC, Yousef Al Ali, Acting Director of Fleet Operations Mohammed Yousef, and several officials from the Public Transport Agency and DTC.

The delegation was received by the Director of Transportation Systems, Adel Shakiri, who hailed the initiative, considering it an important link between various officials of the RTA’s sectors and agencies on the one hand, and external customers on the other, with the aim of identifying their views and suggestions as regards to the improvement of job delivery and enhanced service offering to bring them in line with world-class standards. He also described the programme as an opportunity to break the daily routines of officials and employees as well as external customers.

“The visit to the RTA’s Taxi Booking and Dispatch Centre was intended to identify the mechanism in place starting from the response to the call received until the arrival of the taxicab at the place fixed by the concerned customer. It also examined the mechanism of handling customers’ incoming calls as regards to fixing the time and place for the arrival of the taxicab. It also reviewed the extent of skills, culture and disposition of employees in interacting and responding to customers, which are considered integral components of the centre’s business,” said Shakiri.

“The Booking and Dispatch Centre handles about 15,000 public calls every day. It has about 95 staff to run the centre, 24 hours a day on a shift basis, where 25 employees are deployed to man each shift. The centre achieved a high rate of executing taxi booking requests during the first half of 2011, hitting 2.5 million bookings, reflecting a 25-per cent rise compared to the first half of 2010,” he elaborated.