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.
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