• Syed Qaisar Jalil

Regional gold award in automated driver licensing services

Dubai’s Roads and Transport Authority (RTA) has won a gold accolade in the Gulf Customer Experience Awards (GCXA™) for the best customer services practices. RTA won the award in the category of Digital Transformation Strategy for the Re-Engineering of Drivers Licensing Services Project.

The winning of this regional gold award is driven by the sustained efforts to coax a paradigm shift in the automation of drivers licensing services. The project aims at making drivers licensing services simple and accessible across RTA’s platforms including the website and apps.

The winning project aimed to digitise the re-engineering of drivers licensing services to improve the customer experience in obtaining driver licenses from an all-inclusive single window. The process will improve the operations of driver licensing service providers through the automation of their processes. It will also step up the customers' satisfaction rating, a top priority of the RTA.

The digitisation of drivers licensing services contributes to Dubai Paperless Strategy that requires eliminating paper-based transactions and migrating to digital systems. The availability of high-class technological infrastructure contributed to the automation of 200 services offered by affiliated agencies and sectors. So, winning this award is a manifestation of our commitment to realising our strategic goals namely Smart Dubai, People Happiness and Advance RTA.

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