RAKTA announced the completion of 100% for the first phase of the digital transformation project for services provided to the public, as part of its endeavor to achieve its digital strategy to achieve a smart transformation of its services by 100% by the end of 2020.
H.E.Eng Esmaeel Al Blooshi – General Manager of RAKTA, emphasized that achieving 100% of its digital plan for customer services was part of a clear methodology, strategy, integrated work plans, and a careful follow-up of the project implementation stages by the hard working team in the authority.
He added: The Authority’s Information Technology and Digital Transformation Department has always been keen on organizing regular workshops to follow up and analyze indicators of digital achievements, to ensure that the project’s goals are achieved within record time,
It is worth noting that the implementation of the first phase of the digital transformation project was carried out through the Microsoft Dynamics 365-ERP system, and included “commercial licensing services for transport activities, financial management, human resources management, and other administrative systems”. The new system, which supports remote work orientations and allows entry to the administrative organization’s remote systems through collaboration, aims to integrate all departments that work with separate systems and develop them into smart and automatic workflows. It also contributes to improving productivity and efficiency and providing an accurate database that serves the authority’s directions to implement global practices such as Block Chain Technology and Big Data Technology.
RAKTA revealed that the use of Microsoft Dynamics 365 system reduced the time taken to implement procedures and transactions. Furthermore, it reduced the paper consumption rate after the paper was its first approval. Also, relying on technical systems helps in investing time dramatically and reducing transaction completion time, as more than 200 transactions were completed on the first day of the system experience, with no transaction left pending. The response time to customer service request was 6 minutes, and now it reaches 1.4 minutes.
His Excellency indicated that the system will facilitate the process of automatically exchanging data between all departments, allowing employees to focus on critical tasks, improving productivity and investing time correctly. He confirmed that relying on technical systems contributes to providing services to customers in an accessible way, and also contributes to enhancing the level of awareness to reduce the use of paper and a more friendly approach to the environment. Pointing out that the authority is striving to provide smart and advanced services to keep pace with the development taking place in the emirate, while achieving the vision of RAK government 2030.
Mr. Sultan Al Zaabi, Manager of Customer Happiness Center, explained that the system is simplified and effective in several aspects, as it contributed to facilitating internal communication and enhancing external operations. This lies in helping agents register companies, issuing and renewing licenses and permits for drivers and vehicles, which promotes the complete dispensing of paper to make customer service more sustainable. In addition to facilitating field work by linking the application of the smart inspection to the system, which allows the inspector to insert the violations directly on the system instead of editing them on paper.