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Dubai’s Roads and Transport Authority (RTA) has inaugurated three smart customer happiness centres, as part of a master plan to expand service offerings in line with UAE's digital government strategy. The three centres deliver seamless automated customer services using smart devices smoothly, without human intervention, in order to further enhance customer happiness , and to transform Dubai into the world's smartest city. Offering exceptional services and a performance that surpasses customer expectations is essential for fostering the happiness of Dubai's residents and visitors. This aligns with the Dubai Government's Services 360 vision and their strategy to reduce the number of centres.
Customer experience ;
Smart happiness centres have been designed in accordance with the top global customer service practices. The goal is to promote customer service providing easy access to services and interactive communication with RTA's staff via video chat technology offering instant services as well as guidance from service consultants using dedicated platforms.
The Smart Centres feature several outlets such as smart kiosks enabling customers to get their services In less than 3 minutes, website with 0 waiting time, smart apps allowing customers to apply their services with several payment methods such as apple pay ,Samsung pay , E-Wallet as well receiving cash from the customers as per their preferences, service consultants providing required support for segments such as senior citizens and people of determination , and video chat giving an experience of interaction between the customer and support team reducing the service time from 2 hours to 5 minutes and the customer can receive the final product on spot, as well the centres are equipped by AI-Cameras enables RTA to track the following ‘Demographics data for the customers ,number of customers visited each centre , happiness meter , interactive risk assessment for Covid measures and direct impressions by every and each one visited these centres’. The comprehensive improvements seen by the centres included increasing the number of services offered from 72 services during 2022 to 239 services during 2023 and boosting operational efficiency. It is anticipated that the number of transactions processed by the centres will rise from 90,000 in 2022 to 200,000 transactions by the end of this year 2023 and expected to be increased to 500,000 in 2025.
Results and Impact ;
Since the official launching of the smart centres in January 2023 till end of July 2023 we had served more than 95,000 customers and this is considered an increase of 100% comparing the number of customers served at the same period last year that is a direct reason for 24/7 availability of the smart customer happiness center as that is increased the availability more than 300% during 2023 comparing to 2022 , as well the smart happiness centers had resulted an average of 98% in customers happiness meter monitored by Dubai Government , also the happiness centres had got 800+ thanks letter during 2023 from the customers and that is considered an increase of 500% comparing to the same period of 2022 , as well the complaints is decreased as we received 01 complaints during 2023 comparing to 08 complaints registered on CRM 2022 , financially transforming the customer happiness centers is done by the internal departments within RTA with project coast reduction of 62 Million AED, as well RTA resulted 2.3 Million AED reduction in expenses per year as well the number of employees operating in the customer happiness centres are decreased 50% depending on new channels for providing services instead of face to face only that caused increasing of digital adoption in the Smart customer happiness centers to 99%. The initiative is considered as a part of adhering to RTA vision “ The world leader in Seamless and Sustainable mobility “
https://www.youtube.com/watch?v=_o3Kjb3Wh6Y
https://mediaoffice.ae/en/news/2023/May/07-05/RTA%20opens%20two%20smart%20customer%20happiness%20centres
https://www.instagram.com/reel/Cw6-tBtrg6Y/?igshid=MzRlODBiNWFlZA==
https://www.rta.ae/wps/portal/rta/ae/home/news-and-media/all-news/NewsDetails/opening-two-smart-customer-happiness-centres?lang=en
https://www.khaleejtimes.com/uae/dubai-rta-announces-opening-of-two-smart-customer-service-centres
https://www.youtube.com/watch?v=jlSpuZSj0oc
Nomination Title: Smart Customer Happiness Centres
