During the first half of 2021, RAKTA made a quantum leap by reducing the taxi arrival time to customers within 3 minutes from the time of the request, which contributed to the high rate of customer satisfaction with taxi e-hailing services through the “Careem” application to 96%.
This achievement comes as a result of the intensive marketing and awareness campaign implemented by RAKTA during the last period, which received a great response from taxi users.
H.E Eng. Esmaeel Hasan Al Blooshi, General Manager of RAKTA, stated that the total number of taxi users in the Emirate of Ras Al Khaimah during the first half of 2021 reached more than 3 million users, an increase of 17.4% compared to the same period in 2020.
Taxis have traveled more than 41 million km to deliver passengers to their various destinations within the highest levels of quality, security and safety.
RAKTA’s operational indicators have shown the demand of customers for the e-scooter service, which was launched in the emirate at the beginning of last November 2020, As the service achieved an outstanding operational performance in line with the requirements of customers by providing mini-mobility services such as the electric scooter service.
The number of service users has reached 49,871 users since the beginning of the launch to the present time. RAKTA also pays great attention to the health and safety of all services provided to customers, and stresses the need for e-scooter users to abide by all safety requirements set by RAKTA.
In addition, RAKTA is concerned with raising awareness and educating users about the service through awareness brochures and guidance boards in the service locations and social media channels.
The statistical indicators for the year 2020 showed a 50% decrease in the number of complaints received to Al Hamra Call Center compared to the year 2019. The total number of complaints registered last year was 192 complaints compared to 384 complaints during the year 2019.
This decrease is mainly due to the positive impact of RAKTA’s efforts in improving customer service and its keenness in the suggestions and complaints of its customers, whether through direct contact on the toll-free number 8001700 or through the website and social media channels.
H.E. Eng. Esmaeel Hasan Al Blooshi, General Manager of RAKTA, stated that the total number of public transport users for taxis in the Emirate of Ras Al Khaimah during the year 2020 reached to 6,131,845 million users.
H.E affirmed that the authority is striving to provide and develop new and distinguished services for customers in the field of passenger transport, in line with RAKTA’s strategy for smart transformation in accordance with the best international practices in the field of public transport. Where last year, RAKTA launched the taxi e-hailing service in the emirate through the Careem application, which contributed to supporting the transportation system and providing a safe and effective means of transportation during the COVID19 pandemic.
RAKTA achieved a 100% of closing lost reports received from taxi and bus users during the year 2020, which varied between personal belongings, electronic devices, documents and passports, and others. 99% of them were handed over to their owners.
H.E. Eng. Esmaeel Hasan Al Blooshi, General Manager of RAKTA, indicated that the authority pays great attention to the customer’s properties. Where RAKTA recently carried out an awareness campaign about lost and found items in taxis and buses. The authority targeted Al Hamra Call Center, all drivers, and customers to make them aware about the procedures and the reporting mechanism.
It is worth noting that RAKTA launched the Control Center equipped with the latest cameras and smart technologies to monitor the movement of transport service operations at the beginning of January 2021, which will contribute to facilitating the process of tracking lost items and reaching them as soon as possible to ensure the achievement of the first strategic goal, “People happiness.”
RAKTA’s operational indicators have shown the demand of customers for the “Hala Taxi” service, which was launched in the emirate at the beginning of last July 2020, As the service achieved distinguished operational performance in line with RAKTA’s aspirations which meets the increasing demands of customers on the taxi e-hailing service smart reservation service for taxis through Careem application.
Where the average customer satisfaction rating was 94.4%, with a rate of 4.72 out of 5, while the average of taxi arrival time to reach the customer was 3.50 minutes.
RAKTA affirms the commitment to provide safe, reliable, and smart transportation services, by providing services that meet and understand the needs of the residents and facilitate their movement between various areas in the emirate.
As part of RAKTA’s digital strategy of innovation platform developing that was activated in the current year. Where the platform was very well attended by the employees, as the total suggestions on the platform reached 377 suggestions, including 129 approved suggestions.
The suggestions were varied to serve all the strategic goals of RAKTA, represented in people happiness, future shaping, integrated transportation, sustainability, and financial sustainability.
Where approved suggestions are studied in depth by the concerned department to implement these suggestions. However, RAKTA is currently seeking to implement the second phase of the innovation platform project to be smart in order to facilitate the platform access by customers and employees through smart phones.
RAKTA implemented 10 training programs through the digital platform that was launched during the second quarter of 2020 under the name “Interactive Knowledge Hub”. 20 training hours completed by each employee, and a total of 600 training hours for all employees.
The platform aims to develop the employee’s skills and capabilities. It included various types of training programs in self-management strategy, security and safety, creativity, innovation, project management and information technology.
Furthermore, the platform achieved great success during COVID19 pandemic through the continuation of remote training programs for employees according to the approved training plan for the year 2020, which contributed to saving time, effort and enhancing self-education opportunities for employees.
In addition, the platform will be linked to the performance evaluation program, so that the training programs are developed according to the needs of the departments and employees in a way that serves all specialties in the authority.
In the first half of 2020, Al-Hamra Call Center received 52,530 calls compared to the same period in 2019. As the center received 48,480 calls with increment reached 8% through which various services were provided to customers on a daily basis and 24-hours, such as taxi booking and responding to all inquiries received to customers, in addition to receiving and closing complaints.
Statistical indicators also showed an increase in the percentage of customer inquiries about taxi, bus services and bus timings during the Coronavirus pandemic by 58% compared to the same period in 2019.