Automated services without human intervention

"Dubai Roads" transforms the customer happiness centers in "Al Manara" and "Al Kifaf" to smart

Al Tayer during his inspection of the Smart Customer Happiness Centre at Al Manara. From the source

Dubai's Roads and Transport Authority (RTA) has opened two smart customer happiness centres in Al Manara and Al Kifaf, as part of a comprehensive plan to expand its services through digital channels, in line with the country's digital government strategy.

The two centers provide their services to customers automatically, through smart devices, in a smooth manner without human intervention, in order to achieve happiness for customers.

Mattar Al Tayer, Director General and Chairman of the Board of Directors of DEWA, stressed DEWA's keenness to continuously develop its services to customers, and promote the shift towards smart channels, to increase the rate of digital adoption on smart channels, to achieve the vision and directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, and His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council, to shift towards a smart city, and make Dubai the smartest city in Dubai. The world, by providing services and performance that exceed the expectations of customers, in order to achieve happiness for the residents and visitors of the Emirate of Dubai.

Al Tayer said that the transformation of the Customer Happiness Centers in Al Manara and Al Kifaf into smart centers comes as part of a plan set by the Authority to transform the Customer Happiness Centers into fully smart and hybrid centers, in line with the vision of "Services 360" of the Government of Dubai, and the government's strategy to reduce the number of centers, noting that the plan includes transforming the Customer Happiness Center in Al Twar into a smart center during the first half of this year, and converting the Customer Happiness Center in um Ramool into a hybrid center in 2024, and converting Deira and Al Barsha Customer Happiness Centres to hybrid centres in 2025.

Al Tayer inspected the Customer Happiness Centre at Al Manara and was briefed on the facilities that have been designed in accordance with the latest international practices in the field of customer service, to enhance customer service through easy access to services, interactive communication with DEWA's call centre staff via video chat technology, to complete DEWA's services immediately, and support and advice provided by the service advisor within special platforms, which contributes to providing distinguished services that delight customers and improve their service on all channels.

The development included increasing the number of services provided at the center, from 72 services to 239 services, and raising the level of operational efficiency, as the number of transactions that the center is expected to complete from 23,2022 transactions in 45 to <>,<> transactions by the end of this year.

Al Tayer stressed the need to redouble efforts, and for customer happiness and keeping pace with their aspirations to be at the top of DEWA's employees' priorities.