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RTA Call Center handles over 2m calls in 2016

03 February 2017

The Roads and Transport Authority – Majdi Abu Zaid:

The Roads and Transport Authority (RTA) announced that its Call Center has received 2,177,521 calls in 2016, and the response time has covered 86.3% of incoming calls within the targeted time response time of 20 seconds per call. The Centre has also received 53,298 reports about lost items where more than 70% of them were found, recording a sign-off rate of 99%. Additionally, Madinati system has received 25,208 cases.

“The number of calls picked up by the Call Center (8009090) reflects the extent of interaction between the Center and RTA clients, and the considerable attention attached by the RTA to their services, inquiries, suggestions, complaints … etc. Recording such a high response rate to incoming calls is also indicative of the multiple and diverse services provided by the RTA to the public,” said Yousef Al Rida, CEO of RTA Corporate Administrative Support Services Sector.

“The Call Center has received 2,177,521 calls in 2016. The calls were as follows: 778,088 calls relate to the Public Transport Agency; 62,040 calls relate to the Licensing Agency; 211,115 calls relate to the Traffic & Roads Agency; 142,638 calls relate to the Corporate Technology Support Services Sector; 107,940 calls relate to the Rail Agency; 55,734 calls relate to the Dubai Taxi Corporation; 74,069 calls relate to the Corporate Administrative Support Services Sector; and 353 calls relate to the Strategy & Corporate Governance Sector,” explained Al Rida.


“The Call Center has made outstanding achievements underscoring its success in realizing its tasks in 2016 at the highest standards highlighted by clinching the award of the Best Call Center in Dubai in the Hamdan bin Mohammed Smart Government Awards. The RTA always seeks to enhance the third strategic goal (People Happiness); considering it the backbone of its strategy for improving services and the means of delivering them by capitalizing on smart and the latest technological advancements.

Valuable Lost & Found Items in Figures

Details of lost items found handled by RTA Call Center in 2016 were as follows: 7831 mobile phones, 4693 travel bags, 2260 wallets, 824 passports, 918 important keys & cards, 489 eyeglasses, 364 computers, 389 sunglasses, 325 cameras and 420 pieces of cloth in addition to jewelry, cash amounts and precious items worth AED5,163,000 million.

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© Press Release 2017

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