Dubai’s tolling call centre operations wins Smart Government Award

TransCore’s customer service centre operations of Dubai’s Salik Toll System took top honours for the country’s Roads & Transport Authority (RTA) at the recent Number One 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 award involved rigorous selection criteria that included 150 pages of scoring.
January 20, 2016 Read time: 2 mins
139 TransCore’s customer service centre operations of Dubai’s Salik Toll System took top honours for the country’s Roads & Transport Authority (RTA) at the recent Number One 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 award involved 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 toll accounts online or visit any of the payment kiosks or full-service customer service centres throughout the area.

“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 recognized for operating the number one call centre in Dubai. We are honoured to be their partner in providing such award-winning tolling customer service,” he said.

TransCore designed the original Salik Toll System in 2006. It includes the world’s widest open road tolling zone spanning seven lanes in either direction. TransCore has since expanded the toll system, which was awarded the 3804 International Bridge, Tunnel and Turnpike Association (IBTTA), the Toll Excellence Award in Technology in 2014.

The Salik Call Centre has won critical acclaim since its opening. Middle East enterprise Insights named it the Best New Call Centre in 2008, and has bestowed honours in subsequent years. In 2009, the Centre was honoured internationally with the IBTTA Toll Excellence Award in Customer Service.
Charging, Tolling & RUC

Related Content

  • October 19, 2015
    Gulf Traffic 2015 sent to be ‘one of the largest ever’
    Gulf Traffic 2015 is shaping up to be one of the largest ever, say the organisers, with floor space nearly sold out four months away from the opening date. Significant investment over the past year in the Middle East within the traffic management, intelligent transport systems (ITS), road safety, parking, road maintenance and transport infrastructure industries has been reflected in the growth of the exhibition, conferences and awards. The GCC is set to invest approximately US$121.3 billion to improve
    Read More
  • January 13, 2015
    IBTTA names new president
    A Miami transportation executive, Javier Rodriguez, executive director of the Miami-Dade Expressway Authority (MDX), has been named 2015 president of the International Bridge, Tunnel and Turnpike Association’s (IBTTA). As a transportation leader, Rodriguez is poised to lead IBTTA during this challenging time. Under Rodriguez's leadership, MDX converted its expressways to an all-electronic system. Before joining MDX in 2007, Rodriguez spent 16 years with the Florida Department of Transportation, including
    Read More
  • March 23, 2012
    ETC Corporation awarded $88 million tolling contract
    The Port Authority of New York and New Jersey has awarded a contract, valued at approximately $88 million, to Electronic Transaction Consultants Corporation (ETC Corporation) to provide a facility-wide replacement toll collection and audit system as well as related system maintenance services. Under the contract, ETC will implement its latest generation Rite solution on the Port Authority’s toll facilities to deliver a number of advanced system features including a sophisticated toll data warehouse, an adva
    Read More
  • December 5, 2014
    Small toll agency adopts big city thinking
    Andrew Bardin Williams looks at a novel option for new toll road authorities. While somewhat politically controversial, outsourcing has gained traction in the business world as a model worth investigating for its efficiency and cost saving benefits. Lean start-ups tend to employ independent contractors instead of full-time employees in an effort to remain flexible and avoid costs associated with pensions, retirement places, health insurance, office space and benefit packages.
    Read More

Highlighted Content