Our Digital Space at your Service No. 20, February 2010 The official Monthly Magazine of Dubai's...

The official Monthly Magazine of Dubai's Roads and Transport AuthorityIssue No. 20, February 2010

Our Digital Space

at your Service

Our Digital Space

at your Service

w w w . r t a . a e@@

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Roads and Transport Authority

Dubai

Chairman of Board

andExecutive Director

Mattar Al Tayer

Alongthe

way

Electronic

Conversion

Roads and Transport Authority (RTA) in Dubai is keen on maintaining effectivecommunication and interaction with customers, be it individuals or entitiesthrough providing them with easily accessible, reliable, prompt and safe serv-ices. This can only be achieved through a package of e-services that makeRTA’s doors wide open for customers around the clock and throughout week-days. In line with this vision, RTA took upon itself the mission of developing thescope and quality of e-services provided through its portal to meet the needsof various customers. Over 160 services are now being provided online includ-ing various RTA agencies and sectors. Quality additions were made last year tothe portfolio of customer services in offer, including the introduction of two e-services relating to online renewal of driving licenses & vehicle registrations,and journey planner “Wojhati”; which provides all information required bymass transport commuters, such as fare calculation, and identifying the easi-est and fastest way to reach the required destination. Consequently, Dubai hasbecome the fifth city worldwide to implement Journey Planner system. RTA has also uploaded public transport data on Google Maps, making Dubaicity the first in the Middle East and North Africa to have its public transport net-work orbiting the digital space. In the beginning of this year RTA also made sev-eral electronic launches including the online auction of vehicle number plateswhich enhances transparency and quality, the new website of Dubai Metrodesigned after an extensive study with a view to assisting the planning ofDubai Metro trips, and the voice browser service of RTA website to meet therequirements of visually-impaired persons and enable them benefit from RTAservices.As a result of its efforts to continually improve its e-services, RTA scooped in2009 five major Awards at the regional level, namely the second place in GGCe-Government Award, Information Technology Governance Award, NetworkMiddle East Innovation Award, Arab Technology Award and Executive DirectorAward.The RTA’s website has been receiving considerable hits from visitors. In 2009,nearly two million people surfed RTA’s portal browsing 16 million pages; clock-ing a 117% hike compared to 2008.The e-services which we are providing round the clock have been created foryour convenience to save both your time and effort.

Mattar Al Tayer

General Supervisor

Aysha Al BusmaitDirector of Customer Service

Editor in Chife

Al Moatasem Belah Mohammed

Editorial Consultant

Maher Al Kayyali

Managing Director

Mohammed Al Munji

Editing Manager

Kholod Ashraf

Art Director

Sara Al Mudharreb

Editurs

Fahad Al MamariNashwan M. Al Taee

lay Out

Mohd Hassan Al Hafiz

Photography

Syed Zaheer Haidar

RTA Adress

P.O.Box 118899United Arab EmiratesTel: +971 4 2844444Fax: +971 4 2065555

www.rta.aeContact Us:

Tel: +971 4 2065413Fax: +971 4 2065555

Email: [email protected]

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Our News

4Issue 20 - February 2010 . www.rta.ae

cover Story

Our News

A study criticizes cabdriver

performance and attitudes

in Dubai

A study conducted by specialists on taxicabs inDubai Emirate stressed the importance of having aspecialized training center to qualify all driversworking in the field of passenger transportation,including cabdrivers. It suggested endorsing RTA’sDrivers Training and Development Center at AlAweer, Dubai, as a footing for setting up the pro-posed training center after providing it with somenecessary additional sections and developing itsmodules in cooperation with some of the special-ized local and international establishments

2222

RTA provides 164 e-services

From inception, RTA shouldered the responsibility of uplifting

the level of customer service, and was keen on diversifying the

channels of delivering them, at the top of which was the inter-

net. For this end, RTA developed an integrated strategy for

switching to the online service delivery in keeping with the

vision of Dubai e-Government. Such a strategy was based on

prompt delivery and customer centricity.

� Dh10.7b set for RTA budget in 2010, revenues hit

Dh3.2b

� RTA to boost strategic partnership with Dubai Courts

� The Congress to be held under the theme: “Boosting

public transport: Action”

� RTA explores coop with Dubai HR Dept

� Al Tayer launches Dubai Metro new portal, RTA website

voice browser service

� RTA holds 1st Open House for Public Transport strategic

partners

� The communication plan envisages holding 9 gather-

ings in 2010

1166

66

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Our News

H.E. Mattar Al Tayer, Chairman of the Board and ExecutiveDirector of Roads & Transport Authority (RTA), revealed thatthe aggregate approved budget for RTA expenses in 2010 is10.741 billion dirham, of which 2.835 billion dirham isOperational Budget, and 7.906 billion dirham is Capital &Project Budget.“Total revenue forecast during 2010 amounts to 3.276 bil-lion dirham and the approved projects budget is estimatedas 7.5 billion dirham allocated for undertaking about 120projects; 13 of which are new projects relating to roads,marine transport, public transport and operational buildingprojects, and the remaining part will cover the completionof 107 projects currently underway” said Al Tayer.He added that 46% of the budget will be allocated to RailAgency, 29% to Roads & Traffic & Roads Agency, 13% toPublic Transport Agency and the remaining 12% of thebudget will be allocated to licensing & marine agencies aswell as Corporate Support Services.H. E. Mattar Al Tayer confirmed that the Government ofDubai is proceeding with its ongoing drive to upgrade theinfrastructure, including roads & transportation projects,out of a solid belief that investment in infrastructure is thecore driver of any cosmopolitan city. “In 2010 RTA will com-plete the construction of the undergoing projects andengage in a host of other fresh ones as well. Among the keyprojects underway is the completion of Dubai Metro Pro-ject, the first stage of which was opened in September2009 with 11 stations are now operational and the remain-ing stations will be gradually opened shortly. Work is pro-gressing on schedule in the construction of the MetroGreen Line as well, and will continue in Al Safouh Tramproject comprising two phases extending 14 km along AlSafouh Road” he added.“Among the key road projects earmarked for completion orconstruction during this year is Sheikh Zayed Road’s Paral-lel Roads Project; which is one of the mega projects under-taken by the RTA, extending 108 km starting from SheikhRashid Road in the North and stretching southward up tothe outskirts of Abu Dhabi Emirate. The project comprisesflyovers and at grade interchanges at junctions with cross-ing roads in a total length of 42 km” noted Al Tayer.He further elaborated: “RTA will also complete Al KhailRoad Improvement Project; which is one of the key proj-ects; serving as an extension of the Business Bay Crossingthrough which RTA is intending to develop road corridorssupporting to Sheikh Zayed Road and Emirates Road;which are currently handling huge traffic volumes. RTA will

also undertake several other miscellaneous road wideningand improvement projects and internal road projects toserve the residential districts of the Emirate”. As regards public transport RTA Chairman of the Board andExecutive Director said that RTA would continue upgradingmass transportation infrastructure. In particular he said:“Bus Depots at Al Awir, Al Khawaneej, Jebel Ali and AlRawiyyah will be completed. RTA will also complete theBus Tracking System project; which aims at providing ultra-modern top quality services in public transport services inDubai Emirate. It provides instant tracking of public buses24 hours a day, providing communication and link withbuses, thus ensuring timely arrival of buses to their desti-nations. The system facilitates bus management through aCentral Control Unit; where the attending staff can makeany modifications to ensure the timely deployment ofbuses in their routes. RTA will also proceed with upgradingof marine transport modes including water taxi, ferry andstations” said Al Tayer in a concluding remark.Photo: Mattar Al Tayer

Dh10.7b set for RTA budget in 2010, revenues hit Dh3.2b

Al Tayer:

Dubai continues development of infrastructure including roads & transportation projects

Matar Al Tayer

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7 Issue 20 - February 2010 . www.rta.ae

H.E. Mattar Al Tayer, Chairman of the Board and ExecutiveDirector of Roads & Transport Authority (RTA), held a coordina-tive meeting with H.E. Dr. Ahmed Saeed bin Hezeem, DirectorGeneral of Dubai Courts, during which they explored possibleareas of cooperation between the two parties. They also dis-cussed how to boost their existing strategic partnership in aneffective and institutional manner to ensure continual upgrad-ing of such ties in a way that adds to the benefit of all commu-nity segments, and the comprehensive development drive ofthe Emirate.The meeting was also attended from the RTA by CEO of Strate-gy & Corporate Governance Abdul Mohsin Ibrahim, and Direc-tor of Development & Corporate Performance Ahmed Al Hama-di in addition to several directors. Also in attendance fromDubai Courts was the Director of Strategy & Corporate Perfor-mance Dep’t Yousef Al Suwaidi, Director of Execution Dep’tMohammed Salmeen, Director Personal Cases Dep’tMohammed Abdul Rahman Mohammed, and Director of ITDep’t Abdul Raheem Al Mudharrab.Al Tayer stated that inter-Dubai Departments cooperation is anintegral part of the government business strategy towardsrealizing its vision and future aspirations. “At the time of draw-ing up RTA Organizational Chart due consideration was givento benefiting from the expertise of countries which madeadvanced progresses in the field of transport, namely Ger-many and Singapore, with the aim of fulfilling a host of admin-istrative principles such as delegating decision-taking levels,easy performance measurement, and integration between thefunctional units” said Al Tayer.He pointed out that RTA has set among its strategic goals to bethe first career option for qualified human resources throughenhancing its competitive ability in attracting highly qualifiedprofessionals, building a comprehensive system for employee

motivation & retention, developing employee scientific andpractical skills, and holding training programs to upgradeemployee performance. Al Tayer cited an example of Qiyadi Program, launched by theRTA in cooperation with Mohammed Bin Rashid Center forLeadership Development, where 40 Emirati directors and man-ages from various RTA’s agencies & sectors take part with aview to introducing a systematic knowledge transition in thestrategic thinking of RTA leadership, and uplifting the capabil-ities & skills of RTA leaders to groom them for shouldering thetasks & responsibilities of senior positions.For his part Dr. Ahmed Saeed bin Hezeem, Director General ofDubai Courts, hailed the immense achievements made by theRTA in a record time as evident from several road & bridgeprojects, completion of the initial phase of Dubai Metro Pro-ject, and revamping mass transportation in the emirate.“Dubai Courts is keen on establishing some sort of institution-al partnership with the RTA so that the two parties can shareand apply their expertise in upgrading their business modelsand achieve positive results” he added.Dubai Courts delegation reviewed RTA expertise in the field ofcorporate performance planning; where RTA is consideredamong the elite institutions implementing performance meas-urement systems as of 2006. The delegation also reviewed theprocesses of preparing various methodologies, policies, pro-cedures & performance indicators as well as the technologicalcorporate performance measurement system (EnterpriseArchitect). It also checked the mechanism of applying andconsolidating performance indicators in a single system,acquaintance with the smooth functioning of the program,extent of employees acceptance of the program, and the valueadded from the application of the program to RTA performanceenhancement.

RTA to boost strategic partnership with Dubai Courts

Al Tayer and bin Hezeem during the meeting

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Our News

RTA and UITP unveil the logo of 59th UITP Congress & Exhibition in Dubai 2011:

The Congress to be held under the theme:

“Boosting public transport: Action”

Roads & Transport Authority – Mohammed Al Munji:H.E. Mattar Al Tayer, Chairman of the Board andExecutive Director of Roads & Transport Authority(RTA) attended the press conference to unveil thelogo of the 59th Congress & Exhibition of the Interna-tional Association of Public Transport (UITP) to behosted by Dubai Emirate during 10 – 14 April 2011under the theme: “Boosting public transport:Action”. The contract for hosting the Congress and Exhibitionwas signed between the UITP, represented by H.E.Hans Rat, Secretary General of the UITP, and DubaiWorld Trade Center, represented by H.E. Hilal AlMurri, Chief Executive of the Center. Accordingly, theDubai World Trade Center will be the hosting venueof the Congress & Exhibition; which Dubai has wonthe privilege of hosting, following a fierce competi-tion with Melbourne and Singapore.The press conference, which was held at the newpremises of RTA, had been attended by H.E.Mohammed Obaid Al Mulla, CEO of RTA’s MarineAgency and Head of UITP Congress 2011 Events Host-ing Follow-up Team; and Abdul Aziz Malik, CEO ofRTA’s Dubai Taxi Corporation and Deputy Chief of the Team; inaddition to several RTA’s CEOs and representatives of public &private departments and organizations across the UAE.H.E. Mattar Al Tayer said: “Hosting the 59th UITP Congress &Exhibition 2011 echoes the high profile and excellent standingof the Emirate at the global level, and reflects the confidencepinned by the international organizations in the ability ofDubai to host and stage successful events at world-class stan-dards.“Under the leadership of HH Sheikh Khalifa bin Zayed AlNahyan, President of the UAE, and HH Sheikh Mohamed binRashid Al Maktoum, Vice-President and Prime Minister of theUAE and Ruler of Dubai, the country witnessed extensivedevelopment at all fields and grew as a premier business cen-ter with a robust and diverse economy. It managed to attractscores of investors and business leaders, thanks to its globaloutreach, free enterprise economy, focusing on deliveringbest-in-class services, and excellent infrastructure in all fieldsincluding transportation sector; which has recently touchednew heights in the opening of Dubai Metro” he said.Al Tayer added: “RTA is attaching paramount importance tomass transportation and is always keen on upgrading the sec-tor in terms of quality, efficiency and modernity. Under thisdrive, RTA is working to have in place integrated mass transitmodes that include buses, marine transport and the metro tobe run at high quality service, low cost and a geographical cov-erage throughout the Emirate”.H.E. Mattar Al Tayer expressed deep thanks and appreciationof the leadership of the UITP for selecting Dubai as a hostingvenue for this important event. He also thanked the manage-ment of Dubai World Trade Center for their cooperationtowards hosting the Congress & Exhibition in 2011, addingthat the high profile and considerable experience of the Cen-ter would contribute to a successful hosting of the event.

For his part H.E. Hans Rat, Secretary General of the UITP,hailed the ambitious strategic plan of RTA aiming at leveragingthe share of public transportation from 6% to 30% by 2020and said: “This initiative will make Dubai an ideal city for host-ing the 59th UITP Congress and Showcase, and one of the fore-most cities that meet the future strategy of the UITP of dou-bling the public transport share across the world.“Efficient and sustained transportation are instrumental forstabilizing world energy market, minimizing the climaticchanges, and improving the economic growth & lifestyle of thecity; which can be achieved through easing congestion andassisting mobility to all. Public transport are all about commu-nity development, thus in order to achieve more effectiveresults in leveraging public transport contribution to commu-nity service, five pivotal strategies have to be adopted, name-ly: urban governance, business culture, investment, customersatisfaction, and demand management” continued Hans.He added: “The Congress hosted by Dubai will review the pri-orities defined by the ambitious strategy envisioned by theUITP for the transportation sector. It will also be a landmarkevent for the UITP to recognize the achievements made andidentify what has to be achieved in order to realize its visionof: Doubling the public transport market share worldwide by2025”.The Secretary General of the UITP concluded: “The UITP andthe RTA invite all entities engaged in the provision of publictransportation to take appropriate action towards enhancingtheir role in the daily mobility, and also call upon all authori-ties, operators and actors in this line of industry to review theirpractices, efficiency and attractiveness”.At the end of the Press Conference, H.E. Hans Rat and H.E.Hilal Al Murri signed a contract whereby Dubai World TradeCenter will host the Congress & Exhibition to be held in Dubaion 10-14 April 2011.

Al Tayer, Rat and Al Murri during the press conference unveiling thelogo and signing the contract.

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Roads & Transport Authority – Mohammed Al Munji:

His Excellency Mattar Al Tayer, Chairman of the Board andExecutive Director of Roads and Transport Authority (RTA),has received in his office Her Excellency Amal Mohammedbin Udai, Director General of Government of Dubai HumanResources Department. The meeting discussed areas ofcooperation between the two sides with regard to groom-ing potential human resources and enhancing the compe-tency of Emirati cadres to take up key leading positions. “RTA is working in line with its Strategic Plan to become thefirst career choice of human resources through providingan appropriate environment conducive to career progres-sion, and paving the way for young national competenciesto take up important leading positions and effectively con-tributing to realizing RTA’s ambitious vision and strategicobjectives” said Al Tayer. He cited a recent example whereRTA launched in October last the “Qiyadi” Scheme which isbeing implemented in cooperation with Mohammed binRashid Center for Leadership Development, with a view toupgrading the capacities and skills of RTA leaders andempowering them to shoulder the roles and responsibili-ties of senior positions. Twenty department directors andtwenty section managers have been selected through anassessment process involving national directors and man-agers within RTA.He further explained that the percentage of Emiratizationdrive within the RTA reached 100% at the CEOs level, 90%

at the level of department directors and 79% at the level ofsection managers. He affirmed that, since its inception,RTA has been seeking to grant women sufficient opportuni-ty allowing them to take up leading positions. Femaleemployees in RTA are estimated as 722 at various RTAAgencies, including one CEO and 49 Directors and Man-agers.His Excellency the Chairman of the Board and ExecutiveDirector added: “RTA has taken keen interest in EmiratizingDubai Metro jobs. The terms of the contract concluded withSerco undertaking the operation and maintenance ofDubai Metro provide for jobs to be made available fornationals and for their training with a view to attaining 30– 50% level of Emiratization in leading and supervisoryjobs during the first five years of the metro operation. Con-sequently, one hundred employees joined Dubai Metrolast October”.For her part, Her Excellency Amal bin Udai said that shewas happy with the RTA’s endeavors and programs of Emi-ratization and qualifying human resources to perform theirduties. She also expressed pleasure with the achieve-ments made by the RTA in a record time emphasizing thatHuman Resources Department, in line with its constituentlaws, is in the process of developing strategic policies andplans relating to human resources of the Government ofDubai that are necessary to support and follow up imple-mentation of Dubai’s Strategic Plan.

RTA explores coop with Dubai HR Dept

Al Tayer during his meeting with Amal bin Udai

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Our News

RTA: DURL Consortium continues construction

works of Dubai Metro Project a

The Dubai Roads & Transport Authority (RTA) confirms that Dubai Rail Link (DURL) Consortium is continuing with the construc-tion works of Dubai Metro Project according to the planned schedule, and work is progressing normally at various sites inboth the Red & Green Lines to finalize the remaining works of the project; which has completed significant phases. This isreflected by the project progress in the opening of the initial phase on 09 September 2009, and the opening of the stationneighbouring Burj Khalifa on 3 January 2010. RTA also reiterates its contractual commitments to the flow of payments inaccordance with the progress of work made in the project. RTA was surprised with some media channels circulating inaccurate reports about the project; whose work progress can beseen by everyone at various sites.

H.E. Mattar Al Tayer, Chairman of the Boardand Executive Director of Roads & TransportAuthority, has launched the new portal ofDubai Metro (www.rta.ae/dubai_metro)along with the voice browser service of RTAwebsite for the use visually-impairedsurfers, in order to enable them benefit fromthe services offered by the RTA. In thiscapacity, RTA has become the first MiddleEastern government body to offer such typeof services to this segment of the communi-ty.“The new portal has been designed follow-ing an extensive study on how to plan aDubai Metro journey. The Guide starts withthe planning process, and identifies the sta-tions nearest to the starting and terminalpoint of the journey. It also sets the loca-tions of stations to be used, and the mostsuitable method of arriving at the stationthrough various transportation means such as buses, taxisand marine modes, besides checking trains’ arrival anddeparture timings” said Al Tayer. “The second step involves buying tickets, introducing the fea-tures of Nol cards & tickets, journey cost & calculation, andthe locations of buying, topping-up and or adding trips to Nolcards. The third step includes information about Dubai Metrocarriages such as different classes, ladies & children exclu-sive carriages, wireless internet service (WiFi), special needsservices on board the metro trains, and the rules & regula-tions of using the metro” he continued.RTA Chairman of the Board and Executive Director furtheradded: “RTA has upgraded its website (www.rta.ae) throughadding Voice Browser service in a bid to showcase the e-serv-ices offered by the RTA such that visually-impaired users willbe able to browse the website and check its contents fairlyeasy regardless of the extent of their visual disability. Launch-ing this service comes in the context of RTA efforts to reach outto all segments of the community; particularly the disabled asthey are an integral component of the community and the RTAis always seeking to address the requirements of this catego-ry and communicate with them in a way that adds to theirsocial integration”.“RTA has carried out an extensive study before the launch ofthis service spanning RTA visitors from visually-impaired indi-viduals. Based on their feedback, RTA identified the services

to be offered to them. This service is marks an initial phasethat will be followed by other phases through which moresophisticated services will be added. RTA has applied highstandards to meet the needs of special needs in the new por-tal, enabling accessibility of the system, improved format forpresentation of RTA e-services, and exploring the possibilityof using the system without having to use a special keyboardfor visually-impaired individuals” concluded Mattar Al Tayer.

Mattar Al Tayer launching new RTA website

Al Tayer launches Dubai Metro new portal, RTA website

voice browser service

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Dubai (RTA): Roads and Transport Authority (RTA) has recentlyheld the 1st Open House for strategic partners at Public TransportAgency (PTA) premises in Muhaisna, Dubai.Essa Abdul-Rahman Al Dosari, CEO of RTA’s Public TransportAgency, stated that the event was in line with the PTA’s keenattention to effectively boost the relations and communicationwith its strategic partners on all activities carried out by theAgency.Al Dosari added: “Through this gathering we also aim to coordi-nate and define a general framework whereby we can uplift andstrengthen partnerships and extend bridges of current and futurecommunication with these agencies and departments with whichwe are partnering in all fields of activities. The purpose is to estab-lish mass transport services, enrich transport projects andincrease routes & lanes in keeping with RTA’s vision of providing“safe and smooth transport for all” and realizing its strategicobjective of expanding the geographic reach of public transportnetwork in Dubai to serve all the public and at affordable prices”.He pointed out that all these agencies and departments have sig-nalled their absolute readiness to make the mutual cooperationbetween the two parties a success and work towards incorporat-ing mass transport service projects into their current and futureprojects by sending all project plans and surveys to the RTA withthe aim of conducting further surveys and defining RTA’s require-ments.He further explained: “PTA is keen on communicating with itsstakeholders in order to acquire expertise and develop new &suitable concepts contributed by various parties; which will cer-tainly serve the mutual benefits and pave the way for providing

the best services at world-class levels. The ultimate aim is toachieve meaningful results to partners enabling them to meet thepublic requirements, support the infrastructure and promote highlevels of services which would ultimately uplift RTA’s operationalefficiency”.A film on PTA was shown at the event followed by a presentationon PTA made by Mohammed Abu Bakr Al Hashmi, Director of Plan-ning and Business Development Dep’t. The presentation reviewedthe major projects such as Automated Vehicle Management Sys-tem, Automated Fare Collection, and Journey Planner. AbdullahYousef Al Ali, Director of PTA Buses Dep’t, delivered a presenta-tion showing the services provided by PTA such as public busfleet, public bus network, and statistic on public bus users. Man-sour Al Falasi, Acting Director of Franchising & Enforcement Dep’t,reviewed statistics related to taxi fleet in Dubai.RTA stakeholders expressed their pleasure with the gathering andreiterated their standing commitment to offer best-in-class servic-es and support to PTA with the aim of developing mass transportprojects in particular and public transport in general. They alsoaffirmed their intention to continue such gatherings in future toachieve their expectations and that of the PTA with a view to pro-moting the services rendered to customers; who are the main pil-lar supporting public transport projects.Apart from PTA, the Open House was attended by Emirates Air-lines, Dubai Civil Defense, Reach Consulting, Muna ManpowerSupply, SS Lootah, City Taxi, National Taxi, Arabian Taxi, MetroTaxi, Sharjah Transport and LLC Service, STS and Dubai Invest-ment Park.

RTA holds 1st Open House for Public Transport strategic partners

Dubai (RTA) - Fahad Al Maamari: The Licensing Agency at Roadsand Transport Authority (RTA) has set off its 2010 communica-tion plan for Commercial Transport Dep’t based on the approvedclassification of customers as per the Methodology of Identify-ing Customer Requirements.Furat Ali Al Amri, Acting Director of Commercial Transport atRTA‘s Licensing Agency, stated that the plan included 9 gather-ings; two with car rental companies, two with heavy & lighttransportation companies & plant rental companies, two withbus passenger transportation & bus rental companies, one witheach of vehicle transportation, towing companies, and special-ized goods transportation companies (cooler trucks, preciouscargo transportation, specialized cargo transportation), as wellas petroleum products transportation & gas tanker rental com-panies.Al Amri added that the plan also involved 7 site visits and 7gatherings all of which are with the aforementioned companiessaying: “We will make site visits to the premises of these strate-gic partners and hold meetings with them to familiarize with andidentify the obstacles besetting the development of these activ-ities and benefit from their experiences in the same respect. “These encounters provide a gateway for communication withthese companies which are our strategic partners and key sup-porters of the Licensing Agency. They are also meant to discussall matters of concern to RTA and its strategic partners in termsof services and control over them” said Al Amri.He reported that the Department conducted last year severalgatherings, one with car rental offices attended by a number ofrepresentatives of such offices as well as representatives ofDubai Car Rental Group. All issues of mutual concern to RTA andits partners were discussed in these meetings which wereattended by a total of 20 offices. Al Amri added: “This year we will have more rental officesattending because their presence is of great importance since

the aim is to identify the barriers standing in the way of promot-ing this vital activity which plays a key role in the economicgrowth of Dubai Emirate. It was proposed during the meetingthat car rental offices share with the Licensing Agency new deci-sions and laws pertaining to the sector. The meeting was aimedat implementing the idea of interaction and creation of channelsof communication with the private sector as a strategic partner”.He went further to say that the other gathering was aimed atheavy and light transportation trucks and lifting & loadingmachinery rental companies. In response to invitations extend-ed to transportation companies in Dubai Emirate, the gatheringwas attended by Al Hareez General Transport Company whichowns a fleet comprising more than 1,500 buses, Bilal GeneralTransport Co. which has a fleet of more than 1200 buses,Mubarak & Sons General Transport Company, Obaid bin JumaGeneral Transport Company, Al Amani General Land TransportCompany, East Star General Land Transport Company, Al IkhwaGeneral Transport Company, and Al Badia General Transport Co.Al Amri explained that the Department has licensed 26 activitiesfalling under two main categories, i.e. rental activities and trans-portation activities, which in turn are divided into three sec-tions, namely cargo transportation, passenger transportationand vehicle transportation. The Department is in the process ofa study to activate these activities owing to their effective role instimulating the economic role of Dubai Emirate. The Acting Director of Commercial Transport Dep’t noted thatthese gatherings could enrich the mutual benefits through fieldtrials and experiences of each party, particularly heavy trans-portation companies. “Cooperation between the two partiesadds to the success of Licensing Agency towards providingsuperior services to the highest international standards andrealizing RTA vision of providing “Safe and Smooth Transport forAll” he concluded.

RTA sets off communication plans with the strategic partners of Commercial Transport Dep’t

The communication plan envisages holding 9 gatherings in 2010

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Photo Caption

Roads & Transport Authority – Mohammed Al Munji:H.E. Mattar Al Tayer, Chairman of the Board andExecutive Director of Roads & Transport Authority(RTA), announced that RTA will officially operatemetro station on Monday 04 January 2010 to markthe fourth anniversary of the Accession Day of HHSheikh Mohammed bin Rashid Al Maktoum,Vice-President and Prime Minister of the UAEand Ruler of Dubai, as Ruler of Dubai Emirate.“Station is one of the elevated metro stationswith the concourse and platform situated at alevel upper than the elevated metro track,extending 132 meters in length and 29meters in width. The station has a capacityto handle 11 thousand passengers per hourper direction, and has two entry points fit-ted with escalators together with lifts.According to the currently available indi-cators, the station is expected to be usedby about 10 thousand passengers every-day; and the daily number is set to riseduring weekends and holidays to 19thousand persons” said Al Tayer. RTA Chairman and Executive Directoradded: “The Station mainly serves BurjKhalifa district, which spans an area of45 million square feet. It harbours resi-dential, commercial, and recreationalfacilities as well as restaurants, retailoutlets, the world’s tallest tower BurjKhalifa, Dubai Mall, 30 thousandresidential units, 9 world-classhotels, 19 residential towers,and a Boulevard measuring73m in width and 3.5kmlength. The Station alsoserves in the other side ofthe road Jumeirah 2;which has a high pop-ulation density.

“RTA has deployed 11 buses to operate on two routes to feedBurj Station, where six buses will operate on Route F13 at 10minutes interval. The Route links Burj Khalifa Station withBurj Khalifa area; which includes Dubai Mall, The Palace &The Address hotels, the Boulevard and other locations inthe area. Route F16 has 5 buses operating at 10 minutesinterval to link Burj Station with Jumeirah 2. Buses start offthe Station and pass across Mazaya Center, Al Wasl Roadand Al Uruba Road before heading back to the Metro Sta-tion” he continued.“The shell-shaped metro stations had been purposelybuilt to enhance safety and security of the public as thedesign was intended to be clear, simple and with min-imum walking distance. Entry points of stations areintegrated with other transport modes; providing alink with pedestrian movement and communicationwith the ambient environment of the station. Theinterior design of the metro stations is inspired bythe four elements of nature; air, earth, fire andwater, and a heritage-themed design will beapplied to Al Ras and Al Ghubaiba Stations”added Al Tayer.The circular passenger movement at the sta-tions will flow smoothly allowing a visibilityrange that does not rely on excessive signage.Therefore the areas available at the stationlounges were intended to be free from clus-tered elements and barriers as much aspossible in order to maintain optical com-munication. Moreover, the stations have

been designed to be fully equipped withaccessories and facilities to serve dis-

abled travelers, strollers and com-muters with personal luggage.

RTA operates Betro Station on Monday, deploys 11 Feeder buses

Opening of the station coincides with the 4th anniversary of the acces-

sion to power by HH Sheikh Mohammed bin Rashid as Ruler of Dubai


Al Masar 20-E 1/28/10 9:19 PM Page 13


Our News

Roads and Transport Authority (RTA) inDubai has opened a new confidentiale-portal for its employees who seek tocombat administrative corruption,fraud, cheating and illicit gain throughjob abuse. It called on caring and ded-icated employees to report, on thespot, any irregularities by an RTAemployee regardless of his position.Nabeel Al Ali, Director of AdministrativeServices at RTA’s Corporate Adminis-trative Support Services Sector, statedthat RTA launched the scheme entitled“Al Hares” to motivate employees andgive them the opportunity to demon-strate their concern about RTA‘s inter-ests, reputation and resources and tocombat whoever attempts to under-mine them. By doing so, they alsoemphasize their loyalty in the contextof RTA’s keen interest in establishingand strengthening the concepts of corporate governanceand preserving the government’s public resources.He pointed out that the scheme will assist in deterring

fraud and corruption. It provides a channel for reportingsuch cases in strict confidentiality by directly accessing thescheme online portal (http://alhares) and giving the infor-mation possessed. The concerned bodies then initiateinvestigation on the credibility of the provided informationbefore taking necessary actions keeping confidential the

identity of the informant. He added thatthose who have no access to the net-work can send their information directlyto RTA through its normal postaladdress: United Arab Emirates, Dubai,P.O. Box 118899, Al Hares Scheme.Nabeel Al Ali called on RTA employeesto shoulder their responsibility andexhibit their loyalty and dedication bynot keeping their mouths shut againstany of the cases falling under fraud,cheating and illicit gain through misuseof job functions. He revealed that thesuccess of the scheme internally at thelevel of RTA would allow it to be furtherstretched out to the external public atlarge for them also to have a say. He added that Al Harees Scheme is notconcerned with administrative offencesassociated with non-compliance withregulations, decisions, and instructions

relating to performance of official duties which are coveredand addressed by the applicable administrative decisionsnor is it concerned with the grievances relating to careerassessment which are normally considered through anindependent regime unless such administrative offencesare committed in bad faith with the intention of attaining apersonal interest.He urged the scheme supporters to have a high sense ofseriousness and accuracy when dealing with this matter

and refrain from any sort of intrigues andrumours in this connection. He cautionedthat the reporting person should provideevidences and documents supporting hisstatements or indicate where they areavailable, if it is not possible to providethem. He emphasized that Al HaresScheme has no room for personal differ-ences and focuses primarily on subjectiv-ity of presentation and pubic interest.This is manifested by non-disclosure tothe reporting person of any actions takenby RTA versus those reported against andnon-eligibility of the informant to requestto know such actions, which RTA has theexclusive right to reveal at the propertime and date.

http://alhares

“Al-Hares” gateway tests employee loyalty,

combats corruption

Nabeel Al Ali

Al Masar 20-E 1/28/10 9:19 PM Page 14


Dubai (UAE) – The tourist abras of the Roads and TransportAuthority (RTA) have ferried over 5,000 passengers on theGlobal Village Canal from the start of operation at the end ofNovember to the end of last year amid high public turnout inthe recreational cruises operated by RTA at the Global Villageon a daily basis.Mohammed Hassan Al Attar, Acting Director of Operation andMaintenance at RTA‘s Marine Agency, stated that RTA had setoff tourist and recreational cruises on the Global Village Canalusing three traditional and environment-friendly abras in linewith RTA’s strategy aimed at creating a green environment inDubai Emirate.Al Attar pointed out that 5,000 passengers were commutedthrough 1220 recreational trips operated by RTA during theperiod from 22 November to the end of December last year.The public uptake of these recreational cruises by visitors ofthe Global Village has increased since the launch of the serv-ice. He further explained that the three abras comprised two large7-seater abras, and one small 4-seater abra. These abras oper-ate throughout week days from 04 p.m. to 12 midnight.Al Attar added: “RTA has set environmental safety as a top pri-ority when building these abras. They are electrically poweredin order to preserve their traditional pattern and protect theenvironment against pollution. The boats were also made ofenvironment-friendly materials. RTA has also taken intoaccount safety procedures for abra users providing securityand safety equipment at embarking and disembarking sta-tions and life jackets on the abras in addition to comfortableseating and good lighting”.Abra fare is fixed as AED 50 per boat in a single 15 minutes trip,and abras make 32 trips within 8 hours per day.Al Attar concluded saying that due consideration was given tothe traditional shape & design of the UAE boat at the time ofdesigning the three boats, with the aim of bolstering the her-itage identity of the UAE. The boat measures 26 feet in length,2 meters in width and half meter in depth.

Tourist Abras commute 5k passengers on

Global Village Canal since inception

Al Masar 20-E 1/28/10 9:19 PM Page 15


Public Transport services ushers a digital era


Public Transport services ushers a digital era

Mohammed Al Munji:

From inception, RTA shouldered the responsibility of uplifting the level of customerservice, and was keen on diversifying the channels of delivering them, at the top ofwhich was the internet. For this end, RTA developed an integrated strategy for switch-ing to the online service delivery in keeping with the vision of Dubai e-Government.Such a strategy was based on prompt delivery and customer centricity.

Electronic services


Al Masar 20-E 2/9/10 8:03 AM Page 16

H.E. Mattar Al Tayer, Chairman of the Board & Executive Director ofRoads & Transport Authority (RTA), stated that the total number of e-services offered by the RTA has reached 164 services (proceduraland informational) representing all services rendered online com-pared to 24 e-services offered in 2007 and 116 e-services in 2008.RTA has achieved a 100% switch to e-services in respect of all theservices agreed to in advance with Dubai e-Government. RTA is cur-rently pondering launching extra services that could possibly beswitched online and drawing up the work plans for their implemen-tation. Meanwhile RTA website is receiving soaring number of visi-tors clocking about 2 million in 2009, surfing about 15 million pages,reflecting a 117% rise in the number of visitors compared to 2008.He added: “RTA was keen on dedicating special WebPages on themain portal for affiliated agencies such as Licensing, Rail, Traffic &Roads, Marine and Public Transport agencies. This makes it easy tosurf and expedite the retrieval of data required by clients and listingthe e-services agency wise. RTA website is being linked with the por-tals of government department such as Dubai Police and DubaiMunicipality; enabling surfers to move instantly to inquire and paytraffic offences online without having to physically move to PoliceStations. RTA has also made a link-up with several other bodiessuch as insurance, forwarding & courier companies to provide deliv-ery service for driving licenses, and renewed registration cards. Italso established a link with the approved eyesight testing centersfor driving license applicants where the examiner enters the detailsdirectly in the shared database. This enables the customer to reviewthe status of his or her application, expedite RTA processing oftransactions, and speed up the delivery of licenses to clientsthrough their specified address.Last January RTA launched the new portal of Dubai Metro; which wasdesigned following a comprehensive research on how to plan themetro journey. The guide starts from the planning process, identify-ing the nearest station to the starting and ending points, specifyingthe locations of stations to be used and the appropriate method ofarriving to the station through various public transport modes suchas public buses, taxis, marine transport modes, and checking thearrival & departure timings of trains.

The second step is to buy tickets; which includes an introduction tothe features of Nol card, fare structure, fare calculation, locations ofbuying Nol cards, recharging Nol cards, and adding journeys to Noltickets. The third step provides information about the metro car-riages such as various metro classes & exclusive areas for ladiesand children, information about the wireless internet service (WiFi),special needs services, and rules & regulations of using the metro.RTA has also introduced the audio navigator of its website to meetthe needs of visually-impaired clients to enable them benefit fromthe services rendered by the RTA; and in the process becoming thefirst government department across the Middle East to provide suchtype of services to this category of the community. Now the visually-impaired persons can surf RTA the website and check the contentseasily regardless of the degree of their visual disability. Launchingthis service is part of RTA endeavours to access all segments of thecommunity; particularly the disabled who are an integral part of thecommunity and the RTA is always seeking, out of its strategy & socialresponsibility, to meet the requirements of this important category,communicate with them and seek to integrate them in the commu-nity.Al Tayer stated that the initiatives and activities undertaken by theRTA in the field of e-services have contributed to facilitating cus-tomer service procedures. For instance two e-services related to driv-ing licenses and vehicle registration cards have been launchedonline with a view to adding new and diverse channels for process-ing transactions without having to visit the service location.Through the Toll Gate system website (Salik) it is possible to registera new vehicle, add another vehicle to an existing Salik account,review the offences, check the functioning of the system, and findout the locations of Salik Toll Gates, in addition to developing a newservice such as submission of complaints online, and m-Pay service,which enables the client add an e-balance either online, through theIVR channels or the mobile phone.Launched in May 2009, the m-Parking service enables payment ofparking fees through the mobile phone without having to go to theparking pay machine or carry coins. The user has to send an SMS tothe number 7275 including the vehicle plate’s number, zone code,


More

than 1m

Nol

cards

sold

in 4

months

Al Masar 20-E 1/28/10 9:20 PM Page 17

and the parking time requested. The system sends a confirmatorySMS to the user, and automatically transmits the vehicle numberplate to the parking attendant stating that the parking fee of thisvehicle has been paid. It also sends a reminder SMS to the user 10minutes before the expiry of the ticket, and the number of systemusers has now grown to half a million users. All paid parking zonesin the Emirate of Dubai have been covered by the m-Parking service.In the initial phase about 220 machines had been installed coveringSheikh Zayed Road, Dubai Internet City and Dubai Media City. InPhase II all paid parking zones in Bur Dubai were covered throughinstallation of 1547 machines, and in the last phase all paid parkingzones in Deira had been covered with 1546 machines.

NOLRTA Chairman and Executive Director said: “The Automated FareCard branded as Nol Card is one the electronically sophisticat-ed systems across the world offering the best and easi-est service to the users of various transport systemsspanning Dubai Metro, public buses, water busand paid parking machines. The number ofcards sold since the Nol card had been rolledout on 22 August 2009 up to the end ofDecember 2009 exceeded one millioncards, whereas the number of transac-tions in which Nol cards were used fromthe date of official launch on 09.09.09to mid of December 2009 exceeded48 million transactions, of which262,000 transactions were relatedto the payment of parking fees”.Al Tayer continued: The card is easyto obtain & use; the user has just toadd a balance to the card enablinghim or her various transportoptions. The fare will be automati-cally calculated on the basis of payas you go. The card is safe, difficultto forge and manufactured by multi-ple manufacturers at world-classstandards. The card design address-es the future requirements of e-pay-ment systems allowing for the possi-bility of adding multiple and diverseservices.

Online AuctionThe Chairman of the Board and ExecutiveDirector of the RTA revealed that in January2010 RTA will launch the Online Auction Sys-tem; which is bound to bring about a qualityshift in the services of vehicle number platesoffered by Licensing Agency, and add enhanced effi-ciency & quality to the processes” revealed the Chairmanof the Board & Executive Director of the RTA. Number plates notdesignated for open auction used to be sold at their nominal valuesto the first ordering customer; this caused indignation of some cus-tomers who were interested in these numbers who were not able toattend at that time. “The system will prop-up revenues as such num-bers used to be sold at their nominal value, and it will also reducethe congestion at the Licensing centers once a new code is releasedenabling customers to buy the numbers not designated for publicauction in an expedited manner before being bought by other cus-tomers; which will also save time and effort of employees, andreduce the complaints sent to Plates Section”.

WojhatiAl Tayer stated that RTA was keen to deliver top-class services tousers of mass transport system with a view to encouraging individu-

als to switch from using private vehicles to mass transit modes intheir travels. For this end RTA has developed an integrated packageof programs & systems that will facilitate the use of public buses inthe form of Wojhati (Journey Planner). Dubai Emirate has becomeonly the fifth city worldwide to apply the system after London, NewYork, Munich and Melbourne. The system provides full detailsrequired by mass transit mode users such as calculating the journeyfare, identifying the easiest & fastest means of reaching a certaindestination, establishing the prescribed walking distance beforearrival at the first point of using transport means, the walking dis-tance after arrival at the nearest point to the intended destination ofthe user, and the number times of changing buses in case the serv-ice is routed through interchanging points. The program also offersbus schedules, bus route maps, and route destinations, besidesproviding all information related to bus stops in a single journey.

The program has been designed to cover all Dubai Emirate, andusers can inquire about the mass transit modes, and how to

use and access them by adding destinations to thefields provided in the program.

Syber SpaceAl Tayer further stated: RTA has uploaded pub-

lic transport data (such as bus routes, metrolines and water bus lines) on Google Maps;

thus Dubai has become the first city in theMiddle East and North Africa regions toadd its public transport data to GoogleMaps. Such feature will offer publictransport users, including residents, vis-itors and tourists of the emirate, to plantheir daily travels in advance throughthis simple and technology which isaccessible to all interested users 24hours a day.Al Tayer continued that RTA launchedSharekni service; enabling individualsto car-pool a single vehicle to and fromthe workplaces. The website acts as anintermediary between the serviceusers, where they can rideshare a singlevehicle; a step which will contribute to

cutting congestion and reducing carbonemissions. The number of registered indi-

viduals since the launch of the service inJuly 2008 has exceeded 140,000 registered

individuals. RTA has also launched employ-ee transportation service on buses, known as

Awselni in June 2008; where the service hasattracted 1719 employees transported in 16 buses

and the program is receiving monthly growth injec-tions of 14%.

Al Tayer further added: “Innovative e-services have beenunleashed such as booking taxicabs online; a unique service

in the region. There is also the system of booking taxicabs usingSMS, and the automatic tracking of vehicles, both launched with aview to providing advanced and high quality public transport servic-es to the public in Dubai Emirate. The system provides instant bustracking system 24 hours a day, and establishes a link betweenbuses enabling them to reach destinations on time. It facilitates theprocess of bus management through a central bus control unit,where the employee at the Center can make any changes that con-stantly require bus traveling on the approved timing. He also shed light on virtual transportation service known as “Virtu-al Transportation”; which is a 3-D tool enabling users to identify fourtypes of metro stations in a virtual tour to explore and tour these sta-tions in a pictorial journey. This educative campaign aims at reach-ing the largest possible number of public to educate them on thefeatures of the integrated transportation system provided by the RTA

Electronic services


Al Masar 20-E 1/28/10 9:20 PM Page 18


in an effort to encourage them to use mass transit modes instead ofprivate vehicles.

Simplified ProceduresH.E. the Chairman of the Board and Executive Director said that RTAwas always keen to expand the internal electronic services in orderto facilitate the procedures and improve quality. In this regard RTAdeveloped an electronic system for Contracts and Purchasing Dep’tenabling dealing and following up of contracts plus generating elec-tronic reports on them. Besides being accurate in producing contractreports and related details easily, the new system saves much timeand effort for processing internal transactions of contracts com-pared to the previous system. It processes various transactions ofcontracts made by the RTA with the concerned bodies and followsthem up electronically accurately by the concerned bodies.RTA has also unified the Complaints & Suggestions System (Fikrati)in the Customer Relations Management (CRM); which boost-ed the satisfaction of customer service employees. It alsoprovided Committees Tracking System (CTS) and Pro-jects Tracking System (PTS); through which periodi-cal reports are submitted. It also adopted MaximoSystem for documenting Bus MaintenanceProcesses and the system, which is linked tothe e-store system, contributed facilitatingand improving maintenance processes.It also adopted uploading parkingoffences system online through providinginspectors with handheld devices; aprocess which facilitated and expeditedthe procedure of issuing offence tickets.RTA also launched taxi plate ownersrevenue electronic accounting system;which facilitated the business of vari-ous RTA departments. The ElectronicAccidents Systems for Public Buseshas also been launched to establishthe number of accidents sustained,enabling working out of necessaryanalyses and directing the concerneddepartments to take necessary actions. RTA also introduced electronic profes-sion practicing license where annuallicenses are issued to the drivers of taxisand school buses, and initiated public busdrivers training program through which train-ing programs are regulated and scheduledand drivers targeted by training. It also includedPublic automation of Transport Agency perform-ance indicators through which performance indica-tors are electronically added and updated periodicallyby Departments. The process also entailed updating thesystem of registering the incoming calls to Taxi Booking &Despatch Center; which helped the attending employees track cus-tomers calls and take necessary actions with employees for qualityassurance and training purposes.

Customer Relations Management (CRM)The e-Government has helped activate the communicative channelswith customers through Customer Relation Management Scheme;which was launched in the second half of 2008 and covers in the ini-tial stage inquiries, complaints, suggestions, official complaintsfiled, frequently asked questions, and lost & found items. The sys-tem facilitates the tracking of suggestion & complaints, and identi-fying the status of official complaints filed. The number of transac-tions received by the RTA during the period from January to the endof December 2009 amounted to 90,855 transactions; including4203 transactions made online, comprising 40,544 complaints,10577 suggestions, 23,955 official complaints filed, and 15,779 calls

about lost & found items.

Global Awards2009 was the harvest year for IT at RTA as it scooped five key awardsacross the region:RTA was the Second Winner in the GCC Electronic Government Awardin 2009 held in the Omani capital Muscat in the category of the mostelectronically advanced entity at the GCC level, following a fiercecompetition with Gulf Ministries and organizations.RTA won IT Governance Award; which is annually awarded by Infor-

mation Technology Governance Assurance Forum for encouragingand recognizing entities in building & practicing of processes “Matu-rity Level” as an initial step to create effective IT governance. TheAward was launched in 2006 and provides a good opportunity for ITTeam to draw up obvious benefits to enhance IT and processes.RTA also won Network Middle East Innovation Awards as the entity

with most direct influence on the customer. The Award isannually offered to projects, individuals, vendors and

service-providers who proved innovative in theregional networking sector over 12 months in

recognition of their efforts in setting the bench-marks and boosting networks reliability across

the region.RTA won Arab Technology Award in recogni-

tion of its efforts in the technologicalapplication within the government sectorfor the project of mParking; enablingusers to pay parking fees through themobile phone without having to moveto the parking pay machine or carrycoins.RTA won the Executive Director Award2009 in recognition of the corporateexcellence in delivering a commercialvalue through innovative use of IT.The Award is offered by CIO 20 for2009 in coordination with ComputerNews Middle East Magazine, and For-rester Middle EastElectronic Interaction

RTA added a new communication serv-ice on Blogger and Twitter portals; which

further enhances its electronic presenceon the YouTube and Facebook portals

which were launched last year. Thus itbecame the first and foremost government

body in communication with the public andcustomers across social networking over the

internet.Touch Screens

RTA provides electronic platforms (kiosks) enabling cus-tomers process their RTA-related transactions online. The

kiosk is simple in design and easy to use, and through which vari-ous information about the RTA, e-services and related matters canbe accessed.The electronic platform is one of the easiest computers, thanks tothe advanced technology offered through RTA website with servicesdelivered in both Arabic and English. Additionally, there are otherrelated websites and also provides effective and vital support to thee-Government of Dubai.

24 HoursRTA provides electronic services 24 hours a day, and in case of anyprocedure, modification at site, or upgrading of the e-services, ITDep’t at RTA attends to notifying users 48 hours before the executiontiming through multiple approved means of contact and distributionof informatory data within the RTA.

Al Masar 20-E 1/28/10 9:20 PM Page 19

8027171

8 23 78 1239 0944 7150 2030 11

Numbers X Numbers


Dubai (RTA) Fahad Al Maamari:A statistic compiled by Rail Agency of Roadsand Transport Authority (RTA) indicated thatDubai Metro had lifted 7,592,066 passengersfrom the date it was launched on 9 September2009 to January 2010 through 11 stations on theRed Line.Ramadan Abdullah, Director of Rail Operation atRail Agency, stated that the Agency openedDubai Mall Station on 3 January this year, oneday before the official inauguration of the tallesttower in the world coinciding with the 4thanniversary of Accession Day of His HighnessSheikh Mohammed bin Rashid Al Maktoum,Vice President and Prime Minister of the UAEand Ruler of Dubai, as Ruler of Dubai.Ramadan emphasized that the Mall of the Emi-rates Station was still the most attractive tocommuters and tourists alike topping thelist during the period from 9 September2009 to 9 January 2010 with 1,265,646 pas-sengers followed by Khalid bin Al WaleedStation with 1,111,301 passengers, Al IttihadStation with 1,007,564 passengers, AlRashidiya with 766,908 passengers,Nakheel Harbour and Tower Station with766,472 passengers, Deira City Center Sta-tion with 749,930 passengers, FinancialCenter Station with 652,149 passengers, AlRigga Station with 539,692 passengers, AlJafiliya with 407,878, Airport Terminal 3 Sta-tion with 294,004 passengers and DubaiMall Station with 30,522 passengers.He continued: “The Metro is witnessing considerable turnouton Fridays, official holidays and public events such as the twoEids and National Day celebrations. We, therefore, urge Metrousers to be patient, not to push their way hastily to the trains,and read the tips & guidelines compiled by those Rail Agency

specialists for the safety of all passengers.Commuters need not throng at the traindoors as it is a key factor responsible for theslow traffic in boarding and alighting of themetro”.Ramadan continued that the success of theMetro was a real success for the city ofDubai and a true reflection of the bustlingpassenger traffic. “What we see today is anevidence of the urban mutation witnessedby the city of Dubai in various fields, the lat-est of which is the Dubai Metro. He furthernoted that Dubai Metro succeeded inattracting many people towards using the

metro as their main mode of transportation and contributed toreducing traffic congestions and gas emission from somevehicles and motorcycles thus assisting in conserving theenvironment and adding an atmosphere of fun and joy” heconcluded.

Dubai Metro lifts 7m commuters in 4 months

1.2m passengers use Mall of the Emirates Station

Ramadan Abdullah

Al Masar 20-E 1/28/10 9:20 PM Page 20

8 23 78 12 3909 44 71 5020 30 11 9876 348 23 7812 39 09 4471 50 20 3011 98 76 34


Al Masar 20-E 1/28/10 9:20 PM Page 21

Studys


A study conducted by specialists on taxicabs in Dubai Emi-rate stressed the importance of having a specialized train-ing center to qualify all drivers working in the field of pas-senger transportation, including cabdrivers. It suggestedendorsing RTA’s Drivers Training and Development Centerat Al Aweer, Dubai, as a footing for setting up the proposedtraining center after providing it with some necessary addi-tional sections and developing its modules in cooperationwith some of the specialized local and international estab-lishments.The study also suggested enacting new regulations foroffenders and traffic accidents by applying more stringentpenalties and creating a seasonal or annual incentives

scheme to effectively decorate distinguished drivers. Itstressed that this has great importance and impact onachieving fairness among drivers and that insurance com-panies can have a role to play in this regard.The study compiled by Alaa Subhi, General Manager ofSweden Traffic Safety Institute; Zuhair Ali Al Saffar, SeniorManager Health, Safety, Quality and Environment at RTAPublic Transport Agency; and Ali Abdul Rahman Al Ali, Pro-fession Practicing Specialist, recommended that drivers beallowed to exercise the profession for one year only. If, dur-ing this period, the driver commits no offences or trafficaccidents he will then be eligible to obtain a renewal forone further year and so on. However, if the driver commitsoffences, he will have to be re-qualified and then allowed

A study criticizes cabdriver performance and attitudes in Dubai

Cabbies lack specialized training, number of

complaints received is far from reality

Al Masar 20-E 1/28/10 9:20 PM Page 22

to drive.The analytical study on the reality of cabs in Dubai Emiratewhich studied the major service problems and identifiedtheir impact on the reputation and future of transportation inthe Emirate also recommended developing the service byorganizing regular short driver development courses torefresh their knowledge, develop their skills and have a bal-anced combination of drivers working in the sector accord-ing to their nationalities. Drivers should be selected in accor-dance with standards appropriate to the service and itsrequirements and not just according to the need of compa-nies for drivers. It called on insurance companies to institutenew regulations and standards for taxicabs insurance suchas making it conditional for the driver to successfully pass adefensive driving course before agreeing to insure the vehi-cle he is going to drive in order to minimize traffic accidentsand consequent damages.The study stressed that the current RTA drivers training anddevelopment center which it has proposed to adopt as atraining center should be qualified both scientifically andpractically to perform its duties properly, particularly since ithas all potentials of a model training center. It affirmed thatthat this would save considerable expenses and efforts

required for setting up a fresh center. The driver training anddevelopment center at Al Aweer has an ideal location fortraining as it is situated at the extremities of Dubai city thussaving the city further traffic congestions and keeping drivertraining vehicles away from the city. Furthermore, it is veryeasy to add some advanced sections and programs toorganize the duties of the driver training and developmentcenter to enable it to masterly perform the duties of the pro-posed training center, particularly since the area of the driv-er training and development center is appropriate, in allaspects, to secure the requirements of the proposed trainingcenter.According to the study, the proposed center should under-take a number of sensitive duties, including participation inselecting drivers following the required regulations; admin-istering initial tests; evaluating drivers; training and qualify-ing cabdrivers; training and qualifying bus drivers; annuallicensing and re-licensing to exercise cabdriver profession;rehabilitating drivers involved in traffic accidents, offencesand quality violations; defining cabdriver regulations;organizing driver awareness campaigns and activities inaddition to compiling studies, researches and programsrelating to service promotion, ensuring standard and propor-

tionate training for all driv-ers free from interventionby companies and con-ducting annual evaluationof service standard withinthe Emirate.

Quality of Services:The study reviewed themajor problems and diffi-culties facing quality ofservice the transportationcompanies are keen onproviding, foremost of


6000

5000

4000

3000

2000

1000

0

Taxi Companies, drivers and taxicabs in Dubai

VehiclesDrivers

Dubai Taxi

National Taxi

Cars Taxi

Metro Taxi

Arabia Taxi

5490

20751831

16551592

3236

10241154

754 771

companies Training Halls Training Vehicles Instructors

Dubai Taxi - - -

National Taxi 1 3 2

Cars Taxi 4 2 6

Metro Taxi 1 2 2

Arabia Taxi 1 1 2

Sizeof TrainingCenters at Taxi companies

Al Masar 20-E 1/28/10 9:20 PM Page 23

Studys


which are traffic accidents and offences, quality violationsby drivers who simply ignore the role engraved in the mindsof all workers of the sector, which is that drivers should beambassadors of their companies or agencies while dealingwith the public and driving on the road and that they shouldrealize and be fully aware of their responsibilities towardsothers by setting an example in all their dealings, mainlywith customers. This is typically what the Public TransportAgency has sought to achieve by signing the agreement reg-ulating work with franchise companies. Reality has shownthat the situation is so far away from being to the requiredideal state which is a common case applying to the majorityof the UAE Emirates and is not only characteristic of DubaiEmirate alone. The press, radio and T.V. media as well as thestatistics issued by Public Transport Agency regularly refer toa host of behaviors and quality violations by cabdrivers dur-ing their work.A questionnaire conducted by the study compiling commit-tee involving a variety of categories within the community onrecourse of community individuals to the command centerwhen drivers commit quality-related violations revealed thatthe number of offences committed by drivers are much morethan indicated in the statistics and studies officially scruti-nized by the concerned responsible bodies. This is due tothe fact that many people refrain from reporting suchoffences. The study pointed out that the major reasonsbehind drivers committing such offences are attributed todrivers being not fully aware of their responsibilities towardsservice requirements, selecting inappropriate persons forthis sort of service and absence of training and educationalprograms that are based on precise scientific principles toqualify drivers. Added to this is the shortness of the periodset aside for methodological education and training of driv-ers. Under such circumstances, it is natural that profit aug-mentation policy conflicts with quality requirements (wherematerial interests of companies do conflict with the tenden-cy to increase the period necessary for qualifying drivers).

Also, companies are not dealing with the principle of rewardand punishment in a proper manner leading to a weak rela-tionship between the drivers and the decision-making cen-ters within the company or concerned agency where the driv-er belongs.The study cautioned that the existence of such phenomenonand wrongful behaviors and failure to bring about appropri-ate solutions to them may damage the reputation of theservice and its providers internally and externally which isnot commensurate to the reputation and profile of DubaiEmirate both locally and globally. This is a matter of extremesignificance. These violations also prompt members of thepublic to seek other means to secure their transportationneeds which inflicts an economic damage on the sector ingeneral. The study also warned that the absence of appropri-ate solutions to this phenomenon would result in makingtense the relationship between the drivers and serviceproviders. This particular psychological impact on driverswould also have adverse bearings on the safety of road andits users in addition to the material damage borne by thedriver. The continuation of this phenomenon would eventu-ally necessitate allocating more inspectors, additional cam-paigns and crackdowns as a solution intended to curtail thisphenomenon, also leading to considerable exhaustion ofefforts and material and human resources.

Traffic Offences:The study envisaged that traffic offences are the startingpoint to traffic accidents, an uncivilized phenomenon that ishighly dangerous to the safety of road and its users in par-ticular and of the community in general. Through the variousinstitutions concerned with this matter, UAE has sought toenact a host of laws and legislations. The study, however,revealed that there is lack of accurate information on themagnitude of this phenomenon and the rate of trafficoffences committed in this sector. Yet, the study concludedthat the obvious increase in the rates of traffic accidents

5000

4500

4000

3500

3000

2500

2000

1500

1000

500

0

Traffic accidents in six months of 2008

Dubai Taxi National Taxi Cars Taxi Metro Taxi Arabia Taxi

Accidents

Vehicles

4897

3236

1642

10241246 1154

1758

724

1368

771

Al Masar 20-E 1/28/10 9:20 PM Page 24


involved in in this sector can provide a clear image of theseriousness of this phenomenon. The study attributed thecauses of this phenomenon to a number of factors such asdecreased awareness by drivers of the risks of trafficoffences and their impact on their own safety and of roadusers and failure of present training programs to properlyelucidate the modern concepts of safe driving for driverssuch that they can avoid such behaviours. The study consid-ered weakness of driving training schools and driver qualify-ing centers as one of the reasons behind this phenomenon.Other reasons are weakness of traffic awareness on the partof drivers, their educational background, lack of continuousdriver training and provision of awareness programs on roadrisks. The process of continuously familiarizing drivers withthe road problems is one of the aspects of traffic awareness.The study, however, has not come across any clear and realmeasures taken by these companies with respect to theirdrivers who are involved in this phenomenon.The study cautioned that the continuation of the phenome-non of traffic offences in the sector and failure to bring aboutrealistic solutions to this phenomenon may lead toincreased rates of traffic offences, whose impacts wouldreflect on the community in general and on the sector in par-ticular in the form of material, human and moral lossesinflicted on both the companies and the community, letalone the damage to the reputation of service quality andconsiderable losses inflicted on the drivers due to theirunawareness and non-realization of the risks involved dueto this phenomenon. The losses inflicted on drivers as aresult of their involvement in traffic offences also affect themmaterially and morally, which also has a bearing on theirbehaviour with others and their performance on the road.

Traffic Accidents:The study focused on traffic accidents which it sees as oneof the problems facing the sector in Dubai Emirate due totheir catastrophic impacts on the security and safety of serv-ice users and workers of the sector. The damages arisingfrom this phenomenon have diverse settings overshadowingthe overall road users and the community at large. The phe-nomenon is obviously and undoubtedly conflicting with theRTA’s vision of “Safe and Smooth Transport for All”. Most ofthe researches and studies conducted in the field of roadsafety indicated that the human element is the major causeof and responsible for traffic accidents and their consequentdamages.The study indicated that RTA’s Public Transport Agency, withits various departments, strives strenuously to achieveRTA’s vision of “Safe and Smooth Transport for All”. On thisbasis, it has signed strategic agreements with a number offranchise companies to provide transportation service to thepublic in accordance with internationally approved regula-tions, specifications and criteria in order to secure the bestservices and safest facilities for its users and workers amidthe continuing development and progressive expansionbeing witnessed by Dubai Emirate. This service has facedsome problems and barriers relating to its quality and trans-portation safety that hindered its work in the manner thePublic Transport Agency seeks to attain. This has promptedcompilation of this study in an endeavor to overcome thebarriers to the process of developing public transport andthen arrive at the means that would ensure promotion of thistype of services and achieving the goal for which these serv-ices have been created.

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RTA Community

Public Transport Agency at Roads and Transport Author-ity (RTA) has honoured 28 of its public and inter-city busdrivers who have completed three years of service touror more without being involved in or causing traffic acci-dents. Eissa Abdul Rahman Al Dosari, CEO of RTA Public Trans-port Agency, said: “The Agency is keen on honouringthis category of drivers whose long service distin-guished them from others in that they have been seri-ous, diligent, assiduous drivers, conforming to excel-lence standards; which merited them to become amodel in accident-free driving over the last three yearsor more”.Al Dosari added: “Bus Department and Drivers AffairsDepartment have both played an effective role in pro-moting driver services and uplifting their productive effi-ciency in preserving human lives first, and also main-taining the property of the government and the Agency;which contributes to realization of RTA vision of “Safeand Smooth Transport for All”.

“The recognition accorded to these hardworking driversrequires us to focus on them and celebrate theirachievements & distinguished performance; whichstands out in the RTA records. By so doing these driversare setting a successful example for others aspiring tomake more contribution, enhance their performanceand attain the best results through adopting the bestpractices of traffic safety while driving; which adds tosafety of motorists, passengers and road users in gener-al.On their part, the honorees expressed their utmostthanks and gratitude for this gracious gesture of PublicTransport Agency pledging to exert further efforts andexhibit more dedication to perform their duties. Theystated that this step motivated them to provide betterservice to the public in line with RTA achievements,Dubai’s regional profile and the progress made by theEmirate in economic, commercial, property, tourist, andservice sectors, among others.

RTA accident-free

bus drivers honoured

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Dubai Taxi kicks off employee medical

educative program with Novartis Co.

Dubai (United Arab Emirate):Dubai Taxi Corporation (DTC)has teamed up with NovartisPharmaceuticals (UAE) to setoff a medical awareness pro-gram throughout the year, withthe aim of promoting healthawareness of employees anddrivers on pain and pain man-agement. Ammar bin Tameem, Director ofDTC Fleet Drivers AffairsDepartment, said: “In the con-text of DTC strategy to raise thesatisfaction of drivers and edu-cate them on health-relatedmatters contributing to the pro-vision of excellent service, DTChas coordinated with Novartisthe staging of an integrated health program including a number of awareness workshops, practical exercises and the-oretical lessons for drivers and employees to educate them on various types of backache and headache includingmigraine, exhaustion and fatigue”.He added: “A one-hour awareness workshop will be organized at DTC once every month in cooperation with the Dri-vers Training and Qualifying Center at the Fleet Drivers Affairs Department. We can, however, increase the timedepending on the extent of benefit derived from the program and increased turnout by employees and drivers”. “DTC seeks to provide all means and services offered to its employees in general and drivers in particular in recogni-tion of their efforts to achieve highest standards of optimal service out of RTA vision of “Safe and Smooth Transportfor All” and their contributions to promoting the business of the RTA and DTC and raising their profile in the communi-ty” added Ammar.For his part, Dr. Ibrahim Aqal, representative of Novartis Pharmaceuticals (UAE), said: “We are happy to have teamedup with DTC in launching this medical awareness program extending the whole year and including all its employeesand drivers, which the aim of promoting the awareness and health education on pains, exhaustion, fatigue, risks andconsequential health problems”.Dr. Mohammed Ibrahim, medical advisor at Novartis Middle East, stated that the company was committed to provid-ing all publications and educational and cultural materialsfor these awareness workshops to ensure delivery andcomprehension of the correct messages and attaining max-imum benefit from this health program. He emphasizedthat this program would be evaluated towards its end tomeasure the extent of success made, and make any addi-tions, amendments or observations for implementation insimilar programs and accordingly improve the company’shealth projects. “Novartis is exploring further cooperationand coordination with DTC in future to organize such aware-ness programs and workshops”, said Novartis medicaladvisor.

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Our Digital Space at your Service No. 20, February 2010 The official Monthly Magazine of Dubai's...

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