Case Study: Dubai Roads and Transport Authority achieves higher customer satisfaction and faster omni-channel service with Avaya

Dubai Roads and Transport Authority - Customer Case Study

Dubai’s Roads & Transport Authority (RTA) oversees Dubai’s metro, buses, vehicle registration and traffic management and faced the challenge of improving customer satisfaction across a diverse, high‑volume user base while reducing physical centre visits and preparing for increased demand ahead of Expo 2020. Tasked with helping Dubai become one of the world’s “happiest” cities, the RTA needed to unify channels, speed responses and capture actionable customer insight.

The RTA launched a “Happiness Strategy” (12 pillars, ~88 initiatives) and an omni‑channel program that automated 173 smart services across mobile apps (≈4 million downloads, ~4.5/5 rating), deployed kiosks (16 now, 100 planned), and refreshed its contact centre with Avaya Aura, IVR, live chat and CRM integration. It also built FICI with IBM to aggregate feedback and uses 300+ KPIs to drive improvement. Results included faster service (2.5M calls handled in 2015; >80% answered within 20s, 90% resolved in one call), strong user adoption and awards for contact‑centre performance, plus reduced need for centre visits and better data‑driven decision making.

Dubai Roads and Transport Authority

Ahmed Mahboub

Director of Customer Service Department, Corporate Administrative Support Services Sector