RTA introduces hybrid models at Umm Ramool and Al Barsha Customer Happiness Centres in UAE

Dubai’s Roads and Transport Authority (RTA) is making significant strides in enhancing customer service with the launch of Phase II of the Upgrading Customer Happiness Centres Development Project. This phase involves the transformation of Umm Ramool and Al Barsha Centres into hybrid centres, offering dual services accessible through smart devices and service advisors. The project is part of RTA’s commitment to providing innovative and efficient services in line with the UAE’s Digital Government Strategy and Dubai Government’s “360 Services” vision.

According to His Excellency Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors at RTA, the goal is to exceed customer expectations and contribute to Dubai’s vision of becoming the world’s smartest city. The conversion of Customer Happiness Centres into hybrid centres is a strategic move to automate services, expand digital partnerships, and provide comprehensive digital services to customers.

The transformation plan for Umm Ramool and Al Barsha centres includes redesigning the facilities to offer all services through smart devices, with the option of assistance from service advisors and video communication. This initiative will not only increase the digital adoption of RTA’s services but also enhance customer satisfaction by offering round-the-clock automated services and increasing the range of services available.

The benefits of this project are vast, with the number of services available at the centres set to increase from 78 to 213. RTA aims to position itself as a leader in service efficiency, fast transaction processing, and shorter service delivery times. The use of interactive kiosks and electronic platforms will make services more accessible and increase transaction volumes, while also ensuring data protection and privacy using advanced security technology.

Despite the ongoing development, Umm Ramool and Al Barsha centres will continue to provide services to customers throughout the upgrade phase, which is expected to be completed by September this year. The partial closure of the centres during the upgrade will ensure that there is no interruption in delivering services to customers.

The RTA’s commitment to enhancing customer service through digital innovation is evident in the transformation of Customer Happiness Centres into hybrid centres. This project not only aligns with Dubai’s vision of becoming a smart city but also reflects RTA’s dedication to exceeding customer expectations and providing efficient and accessible services. With the completion of Phase II of the Upgrading Customer Happiness Centres Development Project, RTA is set to further solidify its position as a leader in digital service delivery in the UAE.