Dubai toll centre takes customer service award

The Salik Toll System operations service centre in Dubai has been recognised with the Smart Government best service centre award.

TransCore’s customer service centre operations of the Salik Toll System took the top slot for the Roads & Transport Authority (RTA) of Dubai. At the recent Government Expo, RTA was presented with the 2015 Hamdan bin Mohammed Award for Smart Government for “Best Service Centre.”

Processing more than 1.7 million transactions each day, the Salik Call Centre competed with 28 other Dubai Government call centres. The top spot was determined using rigorous selection criteria that included 150 pages of scoring.

To best meet customer needs, TransCore established and operates several bilingual customer service centres and violation processing centres throughout Dubai. Customers can manage their toll accounts online or visit any of the payment kiosks or full-service customer service centres throughout the area.

The Hamdan bin Mohammed Award for Smart Government is the most prestigious award to recognise and reward public services in Dubai. The award was launched in 2013 as part of an integrated program that seeks to lay the foundation of Smart Government in Dubai by improving the services provided by government agencies.

“The Roads & Transport Authority has long understood that technology is only as good as the service it provides,” said Karim Rizkallah, Managing Director, TransCore Middle East. “So, it comes as no surprise to us that they would be recognised for operating the number one call centre in Dubai. We are delighted to be their partner in providing such award-winning tolling customer service,” he said.

TransCore designed the original Salik Toll System in 2006, which includes the world’s widest Open Road Tolling zone spanning seven lanes in either direction. TransCore has since expanded the toll system, which was given the top award in 2014 for the International Bridge, Tunnel and Turnpike Association (IBTTA), the Toll Excellence Award in Technology.

The Salik Call Centre has won critical acclaim since its opening. Middle East enterprise Insights named Salik the Best New Call Centre in 2008, and bestowed awards on it in many subsequent years through until 2015. In 2009, the Centre was recognised internationally with the IBTTA Toll Excellence Award in Customer Service.

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