The Roads and Transport Authority in Dubai has adopted a specialized strategy to develop customer experience 2024-2028, which includes 42 programs and projects, and aims to develop the necessary capabilities to understand the characteristics and requirements of customers, develop customized and innovative products and services proactively, and direct and motivate customer behavior to achieve the desired benefits of the mobility system in the emirate. Dubai.
Mattar Al Tayer, Director General and Chairman of the Board of Directors of the Roads and Transport Authority, said that the customer experience strategy is in line with the Dubai Urban Plan 2040, which aims to make Dubai the best city for living in the world, as well as the Dubai Economic Agenda D33, and the Authority’s strategic plan and its goal of achieving happiness for customers. In addition to the government directions of the Emirate of Dubai, and the government vision of the United Arab Emirates: “We are the Emirates 2031.”
Al Tayer added: The new strategy contributes to achieving the authority’s vision (global leadership in easy and sustainable mobility), by harnessing modern technologies, training national cadres and competencies, improving procedures for providing services, and enhancing the focus on customers during the design of integrated trips, indicating that the strategy is The product of the outputs of customer experience laboratories and workshops, which contributed to identifying global trends regarding the development of customer services and their future expectations, in line with the Authority’s strategic framework, and achieving its vision of global leadership.
He added, the strategy will be implemented through 42 programs and projects that support the achievement of the emirate’s goals related to 360 services, as well as measuring the results of the strategy through a number of 20 performance indicators that measure the main outputs of the strategy, as the Authority is the first government entity to adopt this type of strategy specialized in developing the customer experience. At the regional level.
The strategy included eight axes to support its implementation: “Providing a pioneering experience,” ensuring the provision of distinct transportation experiences by providing added value, and focusing on the basic elements of transportation such as accessibility, punctuality, comfort, safety, and positive behavior, as well as the axis of “Existing Customer Experience.” “on data” by taking advantage of data, advanced analyzes and applicable future visualizations, with the aim of directing the process of designing and customizing experiences, while the focus of “consolidating the culture of customer experience in the Authority” comes, by promoting a customer-centric culture to motivate employees to fulfill the promises made by the Authority to customers, Rather, skip it.
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