RTA smart services now special needs friendly

New communication system makes RTA website more accessible for people of determination

Staff Report
17:20 October 10, 2017

Dubai: People of determination can now interact with Roads and Transport Authority staff via a smart special needs-friendly communication solution on its website.

Tailored to offer dedicated customer service to people with disabilities such as speech or hearing impairment, the new platform on allows sign language communication through live video chat or call.

Unveiled at 37th Gitex Technology Week, the service is part of the RTA’s effort to support the UAE’s ‘determined ones’ policy.

Launched this year by His Highness Shaikh Mohammad Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, the people of determination policy aligns with the country’s commitment to protect and empower people of determination through services and facilities in the areas of education, health care, employment and more.

With the new video-call and chat interface, a person using sign language can now initiate a video call by accessing the RTA website and clicking on the people of determination icon.

The customer will then be routed to the RTA’s contact centre, getting priority over standard calls, where the call will be taken by an RTA agent fluent in the sign language.

Responding to the queries of the special needs callers, the system comes up with pre-recorded sign language videos whenever required, helping them understand the services better.

“The sign language communication facility will help the people with special needs to access our services in a way that is more comfortable and convenient to them. This removes the need for them to visit our call centres; they can access our services from the comfort of their homes,” said Ahmad Mahboob, executive director, RTA Customer Service.

He added that the people of determination need to be supported in all aspects of their life and the RTA is proud to play its part by extending equal levels of services to all customers.

“Powered by Avaya, the system intelligently routes the special needs customer to the appropriate RTA contact centre agent, allowing the customers to express in sign language and get satisfactory replies. This is part of our smart city transformation drive,” said Mahboob.