The Official Monthly Magazine of `s RTA Issue No. 98 August 2016

Mohammed Bin Rashid approves awarding of “” at a cost of AED10 billion

هيئة مبتكره ُ ِ An Architectural Feat

In expressive words filled with pride, His Highness Sheikh Mohammed Bin Rashid Al Maktoum, UAE Vice-president and Prime Minister, and Ruler of Dubai epitomized his pride with awarding the Route 2020 contract to expand the Dubai , exulting:

“The is an architectural feat and a Dubai icon, which in 2015 alone carried over 170 million passengers.”

On 9 June 2016, His Highness approved the awarding of Route 2020 project to the Expolink Alliance that includes French, Spanish and Turkish companies at a cost of AED 10.6 billion. As usual, His Highness directed to promptly execute H.E. Mattar Al Tayer the project and provide all requirements to finish it according ’s best Director General and Chairman specifications, as it serves the that will be organized for the first time of the Board of Executive Directors in the MENA and South Asia Regions. This event is expected to attract more than 25 million visitors during its convention that will last for 6 months. The project will be also a vital artery fulfilling the demographical growth in the areas where the metro line will pass by.

The implementation of the “Route 2020” project is in line with the framework of the Dubai 2021 Plan to ensure the sustainable growth and develop infrastructures and services at international levels. It also goes with the implementation of the Strategic Plan 2021 Dubai’s RTA has stipulated to build a sophisticated mass transit network including the metro, tram, buses and marine transport modes.

The “Route 2020” line will start at the Nakheel & Harbor station on Red Line at a length of 15 km including 11.8 km on a viaduct and 3.2 km underground. It consists of 7 stations including one transitional station with the , one station at EXPO site, 3 elevated stations and 2 underground stations. The capacity of this route is estimated to be 46 thousand passengers at both directions. The number of passengers to use the Route 2020 is expected to reach 125 thousand commuters per day in the year 2020 and will rise to around 275 thousand commuters by the year 2030.

According studies conducted by RTA, 35 thousand visitors are expected use the EXPO 2020 station daily to get to the EXPO site during the weekdays and the number will rise to around 47 thousand visitors daily on weekends. This number represents around 20% of the total daily expected number of visitors to EXPO.

In closing, the “Route 2020” is just a beginning for next projects, which will ensure excellence and leadership that the emirate of Dubai is seeking. CONTENT

Our News

MoU details respective roles & 14 responsibilities

Advisory Committee of Etihad 16 Museum endorses exhibits of permanent galleries

“Averaged transportation 18 by smart driverless modes” a strategic index

Plans to stipulate and implement 20 a green economy governance 16

RTA wins an international award Our Achievements 22 at the International Summit of Smart Cities 22 “Arab Ideas” award for recycled bus washing water 23 A Smart Transport Award for PTA

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Reciprocal ‏Advice on decreasing vehicle movement during bad weather Ads Al Masar warns against possible increase in Almasar Application is available ‏ on apple store by name Initiative accidents during rainfall almasar rta Mohammed Bin Rashid: 06 “Dubai Metro project is an architectural feat to all of us that became an integrated part of everyday life in Dubai” His Highness approved the awarding of the Red Line expansion and directed to a prompt execution

Our Projects Our Services All Dubai Water Canal bridges 30 Replacing Chinese light driving 24 completed license.

“Dubai Taxi” launches customer service 31 care. 31 Online vehicle mortgage launched.

Activities 14 sources to learn about customer 33 needs. 36 Registration in 3rd DIPMF opened.

“Smart MBR Council” best practices discussed 38 with Dubai Municipality and Police

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Mohammed bin Rashid approves awarding contract for extending Dubai Metro Red Line Project (Route 2020) The new route extends 15 km and serves Expo 2020

HH Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, has approved awarding the contract of ‘Route 2020’ project, for ex- tending the Red Line of the Dubai Metro, to Expolink Consortium comprising French, Span- ish and Turkish firms at a cost of AED10.6 billion.

6 Al Tayer: 10 consortiums applied for prequalification, 5 submitted technical & financial proposals

HH directed to immediately start but in the Middle East, Africa and 15km of track.” the construction of the Asia; which is expected to “The new route can carry Metro Red Line Extension project attract about 25 million visitors 125,000 passengers a day and and all the requisites of the pro- during the six month duration of serves the biggest event in the ject to be provided at the highest hosting it in Dubai. The project region, Expo 2020, which will international standards and with- will act as a critical line in serv- host 25 million visitors.” in the timeline set. Particularly as ing the needs of demographic “Launched on 9/9/2009, the the new extension will serve an growth in the localities surround- Dubai Metro is an architectur- event that will be held for the first ing the metro track. al feat and a Dubai icon which time in the UAE and in fact its de- His Highness, in his twitter ac- in 2015 alone carried over 170 count said: “We have approved million passengers.” the Dhs10 billion extension The above announcement was of Dubai Metro’s Red Line to made by HE Mattar Al Tayer, Direc- Expo 2020: 50 new trains and tor-General and Chairman of the

Issue No. 98 August 2016 7 Board of Executive Directors of 2020 is envisioned in Dubai 2021 dertake Route 2020 project was the RTA, in the press conference Plan for achieving sustainable selected through an internation- held in Armani Hotel in Dubai development, providing an im- al tendering process involving following the signing of the con- proved world-class infrastructure the participation of 10 consor- tract with Expolink Consortium. & services. It also comes in imple- tiums of major firms specialized The event was attended by HE mentation of RTA Strategic Plan in the construction of metro sys- Henri Poupart-Lafarge, Chairman 2021 aimed at providing mass tems from all parts of the globe. and CEO of ; and Abdul transit systems including metro Five of them submitted technical Mohsen Ibrahim Younes, CEO of & tramlines, buses, and marine and financial proposals, and ne- RTA Rail Agency. transit services towards realizing gotiations were made with two RTA’s vision of Safe & Smooth of them in the final stage; which 10 Consortiums Transport for All,” said Al Tayer. concluded to awarding of the “The construction of the Route “The consortium entrusted to un- project contract to Expolink Con-

Four innovative designs for “Route 2020” stations Designs of “Route 2020” stations, approved by His Highness Mohammed Bin Rashid Al Maktoum, UAE Vice president and Prime Minister, and Ruler of Dubai, consists of four innovative designs: Expo-Innovation Station One of the world’s greatest inventions, the Airplanes that changed the world in all sectors (trade, industry/cultures…etc.) has been chosen as s start point to design the viaduct stations. The wing of the airplane and its engineering developments to a start point in the designing idea of the station. The Expo station is considered one of the main station in the project, which represents the connection point with the Expo 2020 site. With regards to the rising number of commuters and to ensure the efficiency of connection with the Expo 2020 fair and the movement smoothness, the main themes of the station mechanism during the Expo 2020 fair time and in the aftermath has been considered, and developed the requirements of the architectural designs to ensure the continuation of the station and its operating efficiency, taking into account the lessons learned from the designs of Dubai metro stations.

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The viaduct stations The design of the viaduct station has been designed with preserving the Dubai metro stations identity so that the new stations to be smoother and more modernized.

Issue No. 98 August 2016 9 sortium led by the French Alstom Governance and tion with the existing Dubai Metro Conglomerate, Spanish Acciona, Transparency systems, design of stations & the and the Turkish Gulermack. Ac- “The RTA has set governance & use of modern construction tech- cording to the contract, Alstom assessment principles for Route niques in the project, and the rail will supply 50 trains: 15 of them 2020 project to ensure transpar- technologies & systems supplied for serving Expo, and 35 for up- ency and achieve the best results under the project. The assess- grading the level of service of the that ensure the fruition of the vi- ment process was carried out by Dubai Metro. The company will sion of Dubai Emirate underlin- specialist committees, teams and also cater to electromechanical ing the hosting of Expo 2020. international consultants involv- works. The French Thales Group Clear-cut objectives & standards ing the participation of 100 spe- will provide the technological have been set for the technical & systems whereas Acciona and financial assessment process dur- Gulermack will attend to civil ing the tendering phase. These works,” explained Al Tayer. standards are based on several perimeters including: the project construction program, integra-

The transitional station The external design and architectural shape of the transitional station will be similar to the existing Dubai metro stations to ensure the preservation of the metro stations identities on Sheikh Zayed Road. The consultant and contractor will improve the designs during the execution

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cialists from the RTA and the pro- projects to serve Expo 2020 and ject consultant,” added Al Tayer. one of them is Route 2020. It has coordinated with all developers, Master Plan and government service provid- In his speech to the press con- ers of concern with the planned ference, Al Tayer spoke about metro route in order to ensure linking Route 2020 with the Red that Route 2020 will provide 100 Line of the Dubai Metro saying: support to vital areas served by specialists “The RTA has mapped out a mas- the project over the short and participated in ter plan for roads & transport long terms. The Plan was tailored the assessment of proposals submitted

Issue No. 98 August 2016 11 to achieve sustainability in the Ridership As for the timeline of the project project such that the route will “The capacity of Route 2020 is construction, Al Tayer said: “Con- link the exhibition yard with sev- estimated as 46 thousand riders struction works in the project eral projects & vital communities per hour in both directions (23 will start in the final quarter of with high population density thousand riders per hour per di- this year, and the trial run is ex- of up to 270 thousand persons rection). According to RTA stud- pected to start in the last quarter such as The Gardens, Discovery ies, the ridership of Route 2020 of 2019. The official operation Gardens, , Jumeirah is expected to reach 125 thou- of the service is set to start in Golf Estates and the Dubai In- sand riders per day in 2020; and the second half of 2020 namely vestment Park. the number is set to rise to 275 on 20/05/2020 i.e. five months “Route 2020 starts off Nakheel thousand riders per day by 2030. ahead of the opening of Expo Harbour & Tower Station on the Studies also revealed that about 2020.” Red Line and extends 15 km: 11.8 35 thousand riders will use Expo Commenting on the funding km a viaduct, and 3.2 km under- Station per day during weekdays, of Route 2020 project, Al Tayer ground track. The project encom- and the number is poised to rise said: “The RTA in coordination passes seven stations including a to 47 thousand riders per day with the Finance Department of transfer station with the Red Line, during weekends. This number Dubai Government, had asked Expo Station, three elevated sta- accounts for about 20% of the consortiums to submit elective tions, and two underground sta- projected total number of daily finance offers during the tender tions,” he explained. visitors of Expo,” stated Al Tayer. submission stage. Accordingly,

The tunnel stations (underground) The designs of underground stations have been developed in a way that goes with the nature of the project, locations of stations and linking them with the adjacent developments taking into consideration the designing flexibility to ease off the movement between the spaces of stations, provide natural lighting and connecting to other modes.

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the Finance Department will se- RTA in addition to the President lect the suitable finance model of Systra Mr. Pierre Verzat, Par- 50 trains to that achieves the present and sons Group President MES Mr. be purchased: 35 future financial sustainability of Gary Adams and several execu- the project. tives of Expolink Consortium at- to upgrade Dubai A host of CEOs and directors of tended the press conference. Metro service, 15 for Expo Service

Issue No. 98 August 2016 13 Our News

Advisory Committee of Etihad Museum endorses exhibits of permanent galleries Two annexes added to the eight galleries

The Advisory Committee of Etihad Museum has endorsed the interior design, exhibits and artefacts of the permanent galleries of the Museum being constructed nearby the House, which saw the signing of Constituent Document of the Federation of the United Arab . The Committee also endorsed two annexes to the permanent eight galleries; the first is an electronic guide to show the visitor’s path during the tour highlighting items on display as well as a recap of dynasty of rulers who founded the UAE. The second elucidates the history of the ruling families along with their personal belongings.

To this effect, a meeting took place under the chairmanship of Chairman of the Museum’s Advisory Committee HE Mohamed Ahmed Al Mur, Minister for Cabinet Affairs and Future HE Mohammed bin Abdullah Al Gargawi, Minister of Health and Prevention and Chairman of the Dubai Culture and Arts Authority Abdul Rahman bin Mohammed Al Owais, Minister of State for Foreign Affairs HE Dr. Anwar bin Mohammed Gargash in addition to Director-General and Chairman of the Board of Executive Directors of Roads & Transport Authority (RTA) HE Mattar Al Tayer, and the Director-General of the Dubai Department of Tourism and Commerce Marketing HE Helal Al Marri.

8 Galleries Members of the Advisory Committee of Etihad Museum discussed exhibits of the Museum, which encompasses eight permanent galleries as well as temporary galleries used for exhibiting artefacts of other international museums to make it a vibrant & lively destination, which will encourage visitors from citizens & tourists to visit it repeatedly to see new exhibits. This ensures a sustainable operational strategy and achieves the objective of making the

14 facility one of the most frequently visited reasons & concepts of the union. open display lounge acquainting visitors facilities in the UAE. The sixth gallery (UAE Federation) with the developments that contributed The Committee reviewed the exhibits highlights the path of the UAE leadership to the creation of the new nation, the of the first gallery, which displays an including formal & informal meetings features of the post-federation state of introductory movie at the theatre- held in preparation for establishing the UAE, historical milestone such as the taking visitors to deep historical the single state. The seventh gallery UN recognition of the UAE, the impact insights accompanied by sound effects is devoted to the UAE Constitution of the Union on developing community and illustrative music to chronicle the exhibiting the document that has members, international influence, establishment of the union story. It uses turned the dream into a reality along national currency, establishment of the impactful clips narrating the evolution of with a digital copy of the constitution for armed forces, and the development the UAE story by highlighting key events visitors to browse the detailed articles. drive & urbanization witnessed by the and the most influential figures in the The eighth gallery (New Nation) is an UAE since 1971. creation of the new state. The second gallery sheds light on the pre-federation era, and the third gallery (Road to the Union) displays steps It is note-worthy that the site of Etihad Museum leading to the federation stage using comprises an array of historical buildings. The Museum is images & exhibits flowing like Al Falaj built underground and linked to a pavilion leading to Dar (water canal). The fourth gallery (Seeds Al Diyafa and the Union House. The design of the entrance of the Union) has a captivating visual of the new pavilion replicates a manuscript with seven tilted display using state-of-the-art exhibition columns simulating the pen used to sign the declaration. The technologies. The fifth gallery uses museum includes permanent & temporary galleries, theatre, sophisticated technologies triggering educational areas, lounges, and administration offices in imagination and intellects by capitalizing addition to several supporting activities, and patios as well as on interactive touch technology taking a basement & surface parking. visitors in a virtual tour of the underlying

Issue No. 98 August 2016 15 RTA, ‘Dubai Culture’ ink MoU detailing respective roles & responsibilities towards Etihad Museum The Roads and Transport Authority (RTA) has signed a Memorandum of Understanding (MoU) with the Dubai Culture & Arts Authority calling for enhanced cooperation & partnership between the two entities in designing and constructing the Etihad Museum Project along with the new Pole for a flag hoisting 123 meters above the ground.

Attending the signing of the MoU were also HE Dr. Anwar bin Mohammed will also source exhibits according to were HE Mohammed Ahmed Al Mur, Gargash, Minister of State for Foreign the chronicle endorsed by the Advisory Chairman of the Advisory Committee Affairs and HE Helal Al Marri, Director- Committee, and lend support to the of Etihad Museum, HE Mohammed General of the Dubai Department of Culture & Arts Authority concerning bin Abdullah Al Gargawi, Minister for Tourism and Commerce Marketing. branding the Museum. RTA has also to Cabinet Affairs and Future. HE Abdul According to the MoU, RTA caters to offer the kind of support needed by the Rahman bin Mohammed Al Owais, designing and constructing the Etihad Museum operator towards finalizing Minister of Health and Prevention and Museum project next to the Union House internal restaurants, food-processing Chairman of the Dubai Culture and Arts that saw the signing of the constituent facilities within the Museum and Al Diyafa Authority signed the MoU on behalf of document of the UAE federation back Palace, and operating the gifts shop. the Dubai Culture and Arts Authority. in 1971. It will also undertake the According to the MoU, RTA has to provide On behalf of RTA, HE Mattar Al Tayer, refurbishment of Al Diyafa Palace and the access to staff of the Dubai Culture & Director-General and Chairman of the Union House, construction of a flagpole Arts Authority to the site of permanent Board of Executive Directors of the RTA rising 123 meters and a car park with a galleries of the Museum as well as their signed the MoU. Attending the signing capacity to accommodate 200 cars. It office space in order to start the necessary Smart Driverless Modes will claim 20% of Trips in 2030, a Strategic Indicator RTA’s Board of Executive Directors in Dubai adopted, the addition of the strategic indicator: (averaged trips done by smart driverless modes) to the first strategic goal of Authority (Dubai Smart) within its strategic plan as the program of the deployment of its Strategic Plan. The Board also adopted a program featuring RTA’s (2016- 2020) strategic plan, which includes 15 activities involving (employees, community, customers, partners and suppliers) by taking advantage of the activities organized by RTA or take part in them. These activities aim to explain RTA’s, vision, mission and values in detail, and the review of strategic directions and goals during the next phase.

This statement was during a Board Strategy and Corporate Governance and plan had been updated in line with the meeting chaired by HE Mattar Al Tayer, a presentation delivered by the Strategic directives of the Director General and Chairman of the Planning Department; to implement and RTA’s updated values that can be Board of Executive Directors at RTA to the recommendations of RTA’s Supreme summarized to (Corporate Reputation, discuss the results of RTA’s updated Committee for Strategic Planning that Excellence & Success, Leadership & strategic plan. Al Tayer during this approved RTA’s updated (2016-2020) Teamwork, Happiness & Positive meeting heard a report from CEO of Strategic Plan. The goals of the strategic and Creativity & Innovation).

16 Our News training from mid of August 2016. It will also provide the assistance needed in regards to all technical matters related to the production of entry cards for the Museum (NOL cards) upon the project completion by the end of Sept this year. The final handing over of the project to the Dubai Culture & Arts Authority will be by the end of September this year, and every support will be extended for a successful opening ceremony on December 2, 2016. The MoU provides for the Dubai Culture & Arts Authority to undertake all requirements of the Museum branding, and communicate with local & federal endorsed by the Advisory Committee. It & maintenance manuals, and relevant government entities of the UAE as has also to attend to releasing tenders documentation from RTA. well as the international organizations for sourcing & appointing operators to According to the MoU, the two parties will to identifying the would-be exhibits, run internal restaurants, gifts shop, and facilitate the exchange of best practices reviewing the design of permanent the premises of the museum besides in the field of innovation & creativity in galleries & artefacts proposed by the sourcing necessary security firms. The line with the Dubai Government drive. Museum’s consultant, unleashing ‘Etihad Dubai Culture & Arts Authority has They will also assist the exchange of Museum Exhibits’ campaign, mapping to run training programs for , knowledge in fields of relevance to out & running a branding campaign, and procure all office supplies, and receive strategic plans & technical affairs as well reviewing the contents as per the chronicle copies of engineering layouts, operation as the best administrative practices.

“The addition of the Strategic Indicator Mohammed bin Rashid Al Maktoum, three goals: (Dubai Smart) that aims (averaged trips done by smart driverless Crown Prince of Dubai and Chairman of to enhance the communication, modes) goes with Dubai’s strategy of the Executive Board and His Highness integration, information driverless transit. This strategy aims to Sheikh Maktoum bin Mohammed management, improvement & achieve 25% of the mobility by smart bin Rashid Al Maktoum, Deputy Ruler sustainability of smart government driverless modes in 2030. This is part of of Dubai and Vice-chairman of the services, development of smart a plan aimed at achieving 8% of them Executive Council, to making the solutions for roads and traffic. The in 2016 to rise to 9% in 2107 and 10% in emirate of Dubai a smartest city in second goal is (Integrated Dubai) 2018, reaching 11% in 2019 and 12% in the world. The backbone of this smart through which RTA seeks to ensure 2020. Thus, the rise continues to ensure city is man by offering distinctive and the improvement between mobility the target that represents a 25% of innovative services that make people and urban planning and make mobility to be done by smart driverless happy. The updated strategic plan took roads and mobility systems friendly in 2030,” said Al Tayer. into account the national agenda of the for all, and safeguard the national “RTA had updated its strategic plan UAE 2021, Dubai strategic plan 2021 and identity. The third goal is (People this year, in line with the directives of Dubai strategy of driverless mobility, he Happiness) through which RTA aims His Highness Sheikh Mohammed bin indicated. to be forerunner in making people Rashid Al Maktoum, UAE Vice President happy, ensure harmony with clients and Prime Minister, and Ruler of Dubai, The Community Theme and consolidate the happiness and His Highness Sheikh Hamdan bin The community theme consists of positive energy at work.

Issue No. 98 August 2016 17 RTA sets plan for implementation of Green Economy Governance Structure The move renders RTA the first government entity to highlight the concept

The Board of Executive Directors of the Roads and Transport Authority (RTA), chaired by HE Mattar Al Tayer, Director-General and Chairman of the Board of Executive Directors of RTA has endorsed a project for preparing & implementing the Green Economy Governance Framework. The move is part of efforts made to leverage RTA’s agencies & sectors, as well as their partners, to contribute to the improvement of energy & green economy aspects under a concerted & integrated methodology. The entire drive is aligned with the initiative of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, themed: “Green Economy for a Sustainable Development” along with its six drivers namely: Green Energy, Government Policies, Green City, Coping with the effects of climatic change, Green life, and Green Technology.

“RTA has effectively become the first our strategic drive to promote this Centre of Excellence to chalk out the government body in the region that global concept. The project involves best green economy practices besides caters to such a project, which echoes coordination with the Dubai Carbon measuring & examining relevant

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==== standards,” said Al Tayer. “RTA’s strategy to chart out a governance structure for the green economy would “The Green Economy is a key tool for building a safe=== & assist the realization of the objectives of sustainable future for humanity. However, generalizing the Sustainable Development Plan 2030 launched by the UN General Assembly. this model to all sectors and availing its benefits is closely The UAE pronounced its support to associated with a string of factors & conditions. The UAE this Plan during the UN Sustainable is making a notable effort in this regard in collaboration Development Summit 2015 held in New York City. Revamping RTA’s Green with the UN Environment Program and several of the Economy Strategy resulted in drawing specialized UN Agencies,” added Abu Shehab. up plans for affiliated agencies & sectors, the implementation of which would be geared to the relevant key performance their lifespan. The fourth theme, which km. RTA has also piloted the operation indicators,” he noted. addresses Green Technologies, involves of a bus powered by compressed “RTA’s strategic initiatives for the Green an initiative for adopting smart & green natural gas (CNG), and another project Economy are aligned with its scope of technologies and green procurement. for measuring the carbon footprint of work as well as relevant local, federal and The Green Economy structures of vehicles in Dubai Emirate. It had also international strategies. These initiatives RTA covers a variety of relevant successfully launched the trial run of will directly influence the strategic goal: procedures, operations and activities environment-friendly hybrid vehicles Achieving Environmental Sustainability supporting the implementation of the in 2008 and is intending to beef up the of Transport, and set the framework Green Economy requirements, and fleet of these vehicles to as much as for Green Economy in RTA, which will fostering green innovation among 50% by 2020. In keeping with the Dubai cement its pioneering role in the field of others,” explained Al Tayer. Government policy to bring happiness green economy transport worldwide. In “Over the past three years, RTA has to people, RTA launched services via this regard, four themes comprising five accomplished 45 projects, initiatives smart phones that contributed to strategic initiatives have been identified related to energy and green economy. environmental conservation efforts. in collaboration with the concerned It had also established a Green Economy Each transaction performed online or via bodies in RTA’s sectors and agencies.” Section affiliated to the Safety Regulation smart apps reduces carbon emissions “The first theme is Green Energy and & Risk Planning Department to act as a by 15 kg, and in 2015, it had managed is dedicated to adopting the use of reference point for all green initiatives to reduce 8100 tons of carbon dioxide renewable energy sources and clean & projects across RTA. It has introduced emissions,” explained Al Tayer. fuel. The second theme is Green the Green Building Codes at excellent Nasser Abu Shehab, CEO of RTA’s Strategy Investment; an initiative for developing standards and is planning to obtain and Corporate Governance Sector said: a sustainable transport sector driven by LEED certification for Route 2020 Project, “Over the past few years, RTA had made innovation & knowledge and supported which would be on the go fairly soon. significant progress in the transition by specialist Emirati personnel. The third RTA is also seeking to replace all street towards sustainability & green economy theme: Green Cities encompasses two lights by lights using LED technology by through adopting an array of plans, initiatives; the first is concerned with 2030, which would reduce the carbon solutions and strategies, all contributing the enhancement of communication footprint by more than 3000 tons of to sustainability. The public transport between the public & RTA’s green carbon per annum,” said Al Tayer. means, comprising the metro, tram and economy initiatives in the field of “In 2015, RTA launched the Electric Bus public buses in Dubai, are considered transport, and the second is focused with a battery chargeable up to 80% in environment-friendly (green) transit on adopting measures to step up the less than 30 minutes, and with a fully modes as they are powered by fuel efficiency of environmental assets during charged battery, the bus can travel 200 considered the cleanest worldwide.”

Issue No. 98 August 2016 19 Al Tayer receives French Ambassador to UAE

HE Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors of Roads and Transport Authority (RTA) has recently received in his office, HE Michel Miraillet, French Ambassador to the UAE. The meeting, which was attended by the CEO of Rail Agency Abdul Mohsen Ibrahim Younes, discussed cooperation between RTA and French companies operating in roads, mass transit system projects, and how to broaden the scope of such cooperation in future.

Al Tayer briefed the French Ambassador these projects is the Route 2020 Project projects would offer a great opportunity on the key projects the RTA intends for extending the Red Line of the Dubai for companies to bid for tenders released to undertake in the near future Metro to the exhibition yard of Expo by RTA. covering infrastructure, roads, and 2020. Projects portfolio also includes French Ambassador praised the solid public transport projects including the extending the Green Line of the Dubai bilateral relations between the UAE construction & operation of rail projects Metro, and constructing Phase II of the and France, and expressed an intention costing billions of dirhams. On the top of project. He noted that future to hold a forum combining all French Dubai’s RTA wins an International Safety Award for providing a safe and healthy work environment The Roads and Transport Authority (RTA) of Dubai has won an International Safety Award with Merit from the British Safety Council in recognition of its commitment to protecting its employees and contractors from the risk of injury and ill health at work, and keeping them and workplaces safe and healthy. The winning organizations are selected out of a list of organizations from the UK, Africa, Asia and the Middle East. 30 organizations have marked the excellence degree, which the highest in the Award.

H.E Matar Al Tayer, RTA’s Director General Governance Sector and Eur. Ing. the first public transport government and Chairman of the Board of Executive Amair Saleem, Director of Safety, Risk organization in the region, which has Director expressed his satisfaction Regulation and Planning. This Award obtained the international accreditation over this winning when he received represents another success for RTA in the in risk management. This accreditation the Award from Nasser Abu Shehab, application of health, professional safety can fundamentally be attributed to its Acting CEO of Strategy and Corporate and environment. RTA is considered accurate commitment to apply the best

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Al Tayer receiving the French Ambassador

entities operating in the field of roads At the conclusion of the meeting, of French firms & organizations in and public transport with the aim of HE Michel Miraillet extended an roads & transport industries, besides boosting cooperation, sharing expertise, invitation to HE Mattar Al Tayer to visit reviewing the transportation projects and identifying RTA’s future projects. France and meet with the officials & systems in France.

About the International Safety Awards practices and KPIs, and it abounds with superior technical and administrative The International Safety Awards is an annual scheme experiences as well as the availability of designed to recognise and reward good health and safety the professional competencies of RTA’s management by organisations of all sizes and sectors leaders on all fronts. around the world during the previous calendar year. Nasser Hamad Abu Shehab, Acting Organisations answer a series of online questions about CEO of RTA’s Strategy and Corporate their management of occupational health and safety Governance Sector accompanied by Eur. risks at a specific site or business unit, which are marked Ing. Amair Saleem, Director of Safety, Risk by independent adjudicators. If the application meets Regulation and Planning Department, the required standard, a pass, merit or – for exceptional who received the Award in a celebration submissions – a distinction is awarded. event recently hosted by the British Safety Council in London, confirmed that Now in their 58th year, the International “The award is in recognition of their RTA is committed to promote the world’s Safety Awards recognise and celebrate commitment and effort to keep their best safety practices in all phases of RTA organisations from around the world that employees and workplaces free of projects and operations, and increase have demonstrated to the satisfaction of injury and ill health. Our warmest the ownership and accountability of the scheme’s independent judges their congratulations.” safety responsibilities at all levels. In commitment to preventing workplace “The British Safety Council’s vision is that addition, we continuously endeavour to injuries and work-related ill health no one should be injured or made ill raise safety awareness for stakeholders during the previous calendar year, said by work, anywhere in the world. Across and motivate them to adopt the best Abu Shehab. all of the winning organisations are health, safety and environment practices Mike Robinson, Chief Executive of the examples of dedication and hard work and ensure their compliance with the British Safety Council, congratulated to ensure that the risk of injury and ill applicable legal requirements in safety. RTA on their success in winning an health is prevented. We commend the RTA is one of the few organizations that International Safety Award with merit winning organisations and urge them to won a merit in the 2016 British Safety for 2016: “The British Safety Council continue working with us to ensure that Council International Safety Awards. commends RTA on their achievement.” our vision becomes a reality.

Issue No. 98 August 2016 21 Our Achievements RTA wins Arab Ideas Award for recycling Bus Wash Water The Roads and Transport Authority (RTA) has recently won the Arab Ideas Award organized by the Dubai Quality Group in the ‘Best Green Practices’ category. RTA scooped the Award thanks to adopting the best practices in recycling bus wash water at bus depots where water-recycling plants were constructed.

Abdullah Yousef Al Ali, CEO of RTA’s Public Transport Agency, was pleased for winning the Award, which signals RTA’s commitment to saving energy & driving the green economy concepts through reducing the impact of global warming & optimizing the use of water in washing buses at depots. He noted reducing water consumption by more liters p.a.,” added Al Ali. that desalination plants were the than 90% as each bus previously used to “Winning the Arab Ideas Award culminates source of water in the UAE. “Among require 200 liters for washing compared the efforts of the Public Transport Agency the key challenges encountered were to 20 liters after the use of recycling in charting out plans, and compiling the huge quantities of water wasted in stations,” he explained. feasibility studies focused on the latest washing buses as well as the disposal of “We have more than 1,400 buses, each practices of preserving the environment. wastewater via tankers due to the lack has to be washed 10 times per month, RTA has got in place a comprehensive of sewage networks in remote depots. making a total of 168,000 bus wash strategy and future plans for saving energy To ensure a high level of bus cleanliness, annually; a process that used to consume and advancing the concept of green bus wash water recycling plants were more than 35 million liters of water p.a., economy in a sustainable environment,” established, which has contributed to whereas now it only requires 7 million concluded Al Ali.

RTA clinches international award at Smart Cities Summit The event coincides with the World CSR Day Dubai’s Roads and Transport Authority (RTA) has scooped the ‘Leadership Award for Outstanding Contribution towards Building Smart Cities Award.’ Abdullah Ali Al Madani, CEO, RTA’s Corporate Technology Support Services Sector obtained this Award in recognition of his outstanding performance and strenuous efforts towards transforming Dubai into the smartest city worldwide within three years.

An announcement to this effect was made specialists in smart cities, transportation discipline, which constitutes an during the Smart Cities Summit & Awards and technologies from all over the world. immense contribution towards Congress recently held in Mumbai, India. The event is synchronized with the World transforming Dubai into the smartest city The event saw a wide participation CSR Congress and the World CSR Day. worldwide within three years; a top priority of as many as 130 countries as well as Al Madani was impressed by this of the Dubai Government. Achieving such hordes of decision-makers, experts and achievement for RTA in such a vital an objective entails offering decent living

22 RTA bags Smart Transportation Services Award for reduced bus accidents The Roads and Transport Authority (RTA), represented by Public Transport Agency, has won the 21st Middle East Smart Government and Smart Cities Excellence Awards in the category of ‘Transportations Smart Services Excellence’. The felicitation was made in recognition of the ‘Reduced Accidents’ system applied by the Agency. The Awards, which are held by the Middle East Excellence Awards Institute, were meant to honor entities that made the best achievements in the Smart Corporate Transition.

Abdulla Yousef Al Ali, CEO of RTA Public warning against over- Transport Agency, who accepted the speeding. The combined award in a ceremony held at The Ritz- efforts with the Quality, Carlton Hotel in Dubai, was delighted for Safety and Environment the Agency to clinch this award saying: “It Office, Transportation reflects the keenness of the RTA to adopt Systems Department, world-class standards in driving the bus Bus Department, and sector to realize smart transition services the Maintenance & at the highest safety standards for users. Services Department The “Reduced Accidents” system is aimed have contributed effectively to the transition field underscore the compliance at alerting the bus driver as well as the Bus successful implementation of the system with the government directives to rank Control Center of any hazards that may in the Agency. Work is in hand to assess Dubai as the world’s smartest city in trigger accidents. The system comprises generalizing the system to the entire bus terms of delivering services to citizens, several aspects such as: a system for fleet as well as considering the feasibility residents and visitors, recalling that the monitoring the driver’s stress & fatigue and of implementing it in other transit modes RTA is widely recognized as one of the awakening him from the drowsy condition as well,” continued Al Ali. key government entities entrusted with experienced, a system for monitoring “The awards scooped by RTA agencies, achieving People’s Happiness,” said Al Ali potential crashes, and a system for sectors and departments in the smart in a concluding remark.

for the population of the emirate including achieve tangible results under the plans & Al Madani delivered a presentation in citizens, residents, visitors and tourists, directives of RTA and the Government in this global event, reviewing Dubai’s and making them happier. It is one of this regard,» added Al Madani. leading initiative in smart cities and the the initiatives that the government has «RTA is always keen on utilizing the latest project of transforming Dubai into the been directing governmental and quasi- technologies to facilitate procedures smartest city in the world within three governmental institutions to implement and e-transactions in order to assert years, based on ‘What Next?’ or the main for the interest of the whole UAE populace. the leadership worldwide in this field, theme of the conference. “I don’t see this award as a personal which has become a key pillar of modern It is worth mentioning that RTA, accomplishment, rather a feat for RTA life and a prime mover of development since inception, has made extensive that could only have been possible, aimed at achieving superior quality of life achievements and won international thanks to the unlimited support and wise to citizens, residents, tourists and visitors. awards in various fields related to mass directives of HE Mattar Al Tayer, Director- The achievement also culminates RTA’s transit and infrastructure, particularly General and Chairman of the Board of tireless efforts in adopting the world’s information technology, and GIS. It reflects Executive Directors of RTA. It also echoes top technical standards as regards RTA’s relentless commitment to providing the outstanding performance of team promoting and providing GIS services smart and smooth services that contribute members and committees involved in in a sustainable, seamless and solid effectively to bringing happiness to this project who have spared no effort to manner,» elaborated Al Madani. citizens, residents, tourists and visitors.

Issue No. 98 August 2016 23 Our Projects

RTA to open Jumeirah Bridge in three phases this July Two lanes now opened from Jumeirah 3 to Jumeirah 2

The Roads and Transport Authority (RTA) is set to complete the opening of the entire Jumeirah Bridge this July as part of Phase II of the Dubai Water Canal project. The Bridge comprises three lanes in each direction and rises 8.5 meters above the Canal, thus enabling free navigation around-the-clock.

24 RTA will open lanes of this bridge infrastructural works for serving quay walls of the Canal using in phases. Two lanes inbound from urban developments including precast concrete slabs all along Jumeirah 3 (south) outbound to roads & utilities. The contract the stretch of the Canal, and Jumeirah 2 (north) have been of Phase V includes completing completing the diversion of utility opened on Saturday, two lanes coming from Jumeirah 2 (north) heading towards Jumeirah 3 (South) will be opened on Friday (July 15th), and all lanes will be in full operation in both directions starting from July 21st. “Work is progressing noticeably in Phase IV and V of the Dubai Water Canal Project. The contract of Phase IV, which is part of the infrastructure for serving urban developments on both sides of the Canal, includes

Issue No. 98 August 2016 25 lines & key services to give way Water Canal Project. The bridge long bridge on the Sheikh Zayed for completing the construction comprises eight lanes (six lanes Road comprising 8 lanes in works of the Canal as well as the will be open in the initial phase each direction. It also includes removal of affected services. and the remaining two lanes will modifying the route of affected Works also include the treatment be open in mid-July 2016). It rises roads to ensure integrated traffic of hyper-saline water of the 8.5 meters above the water level movement between the two Lakes, removing allowing free navigation in the sides of the Canal besides shifting sand barriers from the course of Canal around-the-clock. the affected utility lines.” the Canal, and constructing three HE Mattar Al Tayer, Director- “Earlier this month, RTA opened marine transport stations on both General and Chairman of the Al Wasl Road Bridge comprising sides of the Canal,” added Al Tayer. Board of Executive Directors of three lanes in the direction The Roads and Transport Authority RTA said: “By opening the southern of Dubai and two lanes in (RTA) will open this Friday the Abu bridge, RTA has effectively the direction of Abu Dhabi in Dhabi-bound southern bridge on completed all works listed under addition to two lanes for serving the Sheikh Zayed Road as part Phase I of the Dubai Water Canal the traffic coming from Al Wasl of the initial phase of the Dubai Project, which comprises the Road heading to Al Athaar Road. construction of an 800 meter- The traffic flow on the bridge

26 Our Projects

has improved massively, thus facilitating the movement of motorists from Jumeirah 1 to Jumeirah 2 & 3 as well as Al Hadiqa “This bridge is characterized by a Road and vice versa. Accordingly unique design with waterfalls flowing about 50 thousand vehicles now from the top, and smart lighting use the bridge every day. Last fixtures controlled via a dedicated app March, RTA opened Phase II of the project with the completion of supported by a database for tracking a bridge serving traffic inbound the lighting condition, and sharing from Al Athaar Road and bound information & operational commands. to Al Hadiqa Road across Al Wasl A full coverage is provided all over the Road. Since opened, it had eased the movement of motorists from place enabling RTA to interact with the Jumeirah Road and Al Athaar social media through 3G technology,” Road in the direction of Al Hadiqa explained Al Tayer. Road and Sheikh Zayed Road.

Issue No. 98 August 2016 27 RTA, JAFZA boost traffic awareness efforts targeting 50k workers in

The Roads and Transport Authority (RTA) confirmed that the joint plans developed in conjunction with the Authority (JAFZA) targeting some 50 thousand workers under the initial phase have yielded positive results in terms of heightened attention and participation among workers in various traffic awareness raising events.

The Department has recently intensified the interaction of workers and the on broad-based partnerships made with efforts towards accomplishing an keenness they expressed to benefit from entities employing massive numbers ambitious awareness-raising plan in this campaign,” said Hussain Al of workers such as JAFZA, which hosts JAFZA targeting about 50 thousand Banna, executive Director of Traffic at about seven thousand companies,” workers in the initial stage. The plan RTA’s Traffic & Roads Agency. noted Al Banna. covered residential quarters as well as “Two more phases will follow to target “The cooperation with JAFZA has workplaces of workers and focused on about half a million workers in building resulted in a huge success since the start a specific target of introducing workers & construction industries in addition to of the initial phase of the campaign. A to traffic awareness issues at work places guards & security personnel deployed cohort of awareness-raising activities and residential communities as well at factories, production facilities as well were held at assembly points of workers’ asprecautions needed when boarding as loading & offloading areas. In the residential communities and in certain public buses, crossing roads, and riding context of its strategic plans related to companies located within JAFZA. The bikes. Such efforts contributed to raising traffic awareness, the Department relies campaign covered awareness-raising

RTA undertakes maintenance works on Sheikh Mohammed bin Zayed Road, attends to smooth traffic flow

The Roads and Transport Authority (RTA) announced the start of periodic preventive maintenance works on the asphalt layer in parts of the -bound Sheikh Mohammed bin Zayed Road. Accordingly, the first and second lanes will be closed weekly from 10.00 pm on Thursday (starting from 16/06/2016) up to 10.00 am of the following Saturday. The closure period will remain recurrent up to 16/11/2016, and the RTA has taken precautions to ensure a smooth traffic flow throughout the duration of road construction works.

28 Our Projects lectures delivered to workers in the most common languages they speak such as Urdu, English and Arabic. Lectures focused on raising traffic awareness activities throughout the daily journey starting from the moment of leaving home till coming back to home. Events included a key platform for offering awareness leaflets and stickers printed in different languages, and distributing gifts tailor-made to deliver awareness- raising messages such as pens, shirts, and mugs encapsulating short awareness messages. along with associated traffic offences,” and residents of residential quarters. It “The plan is not restricted to field he further added. highlighted the importance of taking events but is rather focused on Ibrahim Al Janahi, Executive Vice appropriate security & safety precautions running year-round awareness plans President and CEO of Commercial when driving vehicles, bikes within the via electronic screens provided in Affairs of JAFZA said: “This campaign perimeters of JAFZA. It also aimed at workers’ residential and work places, is part of JAFZA’s commitment to the encouraging workers to comply with the e-mail messages to officials of mega safety of workers and visitors. Our joint traffic codes and disciplined driving on companies, and displaying educative efforts with such a strategic partner like roads for their own safety, life and the posters in multiple languages about RTA aim at honing the skills of workers safe arrival.” the safety of pedestrians & cyclists

Explaining the above, engineers afterwards and will cover a sector from While the RTA regrets any Maitha bin Adai, CEO of RTA Traffic the exit of the to the inconvenience caused to road users & Roads Agency, said: “The initial neighbourhood of . The as a result of these works, it calls on phase will cover the sector parallel final phase will extend from the exit of motorists to be attentive, comply with to the between the City of Arabia up to a point just before the directional signs and adhere to the exits of the Arabian Ranches and the the exit to Al Ain Road i.e. the area speed limits in place for their safety Global Village. Phase II will follow parallel to Falcon City.” and the smooth traffic flow.

Issue No. 98 August 2016 29 Our Services Dubai Taxi Opens Customers’ Care Center RTA’s Dubai Taxi Corporation (DTC) has recently opened the Customers’ Care Centre and launched Customer’s Relations Management (CRM) System. The move goes with the course of DTC’s drive to raise customers’ satisfaction, and enhance corporate profile among all customers in line with its vision, “Pioneers in Passenger Transport Services.”

“Launching the Customers’ Care the objectives of Dubai strategic dedicated & competent team. The Centre and CRM System constitutes plan. The Center is fitted with the Team has to identify customers’ a paradigm shift in realizing DTC’s latest systems that facilitate taxi needs in a creative manner objective of improving services booking and service accessibility using multiple communication on offer to residents & visitors of such as the DTC Limo App, and channels such as the website www. Dubai. The DTC’s fleet has carried the electronic device deployed in dubaitaxi.ae, or Customers’ Service out more than 12 million trips, and service delivery outlets in malls & Center 042080555. Accordingly, lifted about 21 million riders during hotels,” elaborated Al Ali. the system generates a uniform Q1 of 2016,” said Dr. Yousef Al Ali, Abdulla Al Meer, Director of database for each customer, saves CEO of Dubai Taxi Corporation. Business Development at Dubai all details and then exchanges “The Customers’ Care Centre and Taxi Corporation, said: “The information in coordination with CRM System aim at providing Customers Care Centre and the DTC’s relevant departments. additional service channels to Customers Relations Management This will ensure quick access to ensure constant communication System are intended to enhance callers’ data, identify their needs, between the DTC and customers the integration & offering of DTC’s and improve the accuracy and in line at world-class standards customers’ services through a follow-up of inquiries, besides and practices in implementation single window. To serve all DTC generating analytical reports for of government directives to customers & provide necessary use in improving, supporting bring happiness to people. support for the use of the latest and marketing DTC’s services The DTC assigns top priority to technologies, the Center has to aimed at addressing customers’ customers’ happiness in line with be operated round-the-clock by a expectations and needs.

30 RTA launches Online Vehicle Mortgage Addition service

RTA’s Licensing Agency has recently launched the ‘Online Vehicle Mortgage Addition’ service; the second phase of ‘Vehicles Mortgage Addition/Redemption’ scheme. The first phase of the scheme, which relates to ‘Online Vehicles Mortgage Redemption,’ was launched back in 2013.

Ahmed Bahrozyan, CEO of RTA’s through the self-service RTA,” added Bahrozyan. Licensing Agency, said: “RTA improvement system known as “Through its teams, RTA seeks constantly seeks to adopt the ‘SDDI’ system. The system simplifies to implement the Dubai Ruler’s world’s best practices to improve & streamlines vehicle mortgage vision of reducing the number services on offer to individual & procedures, and slashes the time of customers visiting customer corporate customers. Migration to & cost of transactions processing, service centers by providing easy e-services is therefore considered besides reducing the required & safe services. The alternative part & parcel of RTA’s current plan paper work, which conforms to channels encourage companies for raising customers’ satisfaction one of RTA’s key strategic goals. and individuals to use e-services through offering improvedThe ‘Online Vehicle Mortgage in order to have their transactions and efficient online services in Addition’ service would be processed rapidly, without obliging collaboration with mortgagors, established by linking mortgagors them to visit RTA’s service centers, banks and car dealers.” with RTA via the SDDI system by which contributes to bringing “Implementation of Phase II of uploading the mortgage online happiness to customers,” concluded the scheme is already underway to our traffic system applicable in the CEO of RTA’s Licensing Agency.

RTA accepts unconditional replacement of Chinese light driving license The Roads and Transport Authority (RTA) has added the People’s Republic of China to the list of countries excluded from the light driver’s license replacement tests. A Memorandum of Understanding was signed to this effect providing for reciprocal recognition of driving licenses between the UAE and the People’s Republic of China.

Jamal Al Sada, Director of Drivers applicant must pass the eyesight test, Korea, New Zealand, Hong Kong, Licensing, RTA’s Licensing Agency and submit a certified translation of South Africa, Germany, Italy, stated: “Certain terms and conditions his/her driving license from an Switzerland, Finland, Poland, must be met to replace a foreign accredited translation office.” Slovakia, Spain, the Netherlands, driving license, including that It is noteworthy that countries Greece, Sweden, Romania, Belgium, the applicant should hold a valid approved for driving Ireland, Turkey, Denmark, Portugal, residency visa in the UAE, and a valid license replacement are: all GCC Austria, France, Britain, Norway, Chinese driving license, besides countries, USA, Canada (Québec), Luxembourg , and the People’s meeting the age limit of 18. The Japan, Australia, Singapore, South Republic of China.

Issue No. 98 August 2016 31 RTA runs campaign to examine time allotted to driving lessons RTA’s Licensing Agency has recently run an inspection campaign targeting driving institutes and centers in Dubai to verify their compliance with the rules & regulations applicable at the RTA. The site crackdown was particularly focused on verifying the compliance with the actual time allotted to driving lessons. The move constitutes an integral part of various inspection have been launched targeting driving inspection campaigns obliging them to a campaigns regularly made by institutes & centers to monitor their year-round compliance with the policies the Agency during the course performance & commitment to the of the Agency. It was also intended to of the year. timely start and end of driving lessons. ensure that the appropriate service The campaign also sought to examine content is delivered to the learner rather , CEO of RTA’s the commitment of instructors to than wasting time in side chats; a step Licensing Agency said: “the Monitoring registering such information in driving bound to raise the traffic awareness of & Enforcement Department is working lessons card, and acknowledging the trainees. tirelessly through a specialist team delivery of the prescribed lesson by both “The campaigns concluded to mixed to realize its vision of: Excellence in the instructor and the learner. The step results and identified areas open to Monitoring & Enforcement. For this was also intended to make institutes potential improvements in future where sake, diverse inspection campaigns & instructors aware of the ongoing institutes were obliged to implement RTA adds more Nafethati systems to enhance customers’ satisfaction, happiness Total number of self-service machines in place soars to 17 The Roads and Transport Authority (RTA) in Dubai announced the deployment of more self-service machines, branded as Nafethati. The move brings the total number to 17 of these machines, which have so far processed 60,869 transactions. The move is part of RTA’s continuous efforts to realize its third strategic goal (People Happiness), rendering it a reality perceived by clients in terms of streamlined daily transactions. It goes with response to the directives of HH Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, to engage government entities in achieving people’s happiness around-the-clock.

“We have developed a plan for improving with transactions processed through at variable timings as follows: at the RTA our services via Nafethati, as we have them as they save much of their time and Head Office from 07:30 am to 03.00 pm, noticed a growing number of people effort. We have accordingly opted to add while at customer service centers at switching to these machines coupled and activate more machines to bring the Umm Al Romool, JBR, Al Manar, Tasjeel with a rising customer’s satisfaction rating total number to 17 machines in operation Al Barsha, Quick, , Amman

32 Our Services RTA uses 14 sources to screen customer needs, expectations The Roads and Transport Authority (RTA) is employing 14 sources to detect customer needs and ambitions in a bid to realize its third strategic goal: People’s Happiness. The move is also part of RTA’s endeavours to align customer needs with the current and future project implementation plans to keep pace with these requirements.

“RTA is adopting the Big Data concept realign their strategic, operational plans Customer’s Council, social media to retrieve information about customer with these aspirations. In this regard, channels, smart apps, brainstorming needs from 14 sources spanning a broad RTA is adopting a model for keeping sessions, customer satisfaction survey, spectrum of community segments using abreast of global trends in capitalizing mystery shopper, customer service multiple communication channels,” said on customer data & inputs in delivering centers, and the Director General’s blog. Ahmed Mahboub, Director of Customer diverse service products or designing Data captured from these sources is Service, RTA’s Corporate Administrative new services of relevance to the content analyzed biannually, following which Support Services Sector. “The of such information,” he noted. a semi-annual report is compiled department then embarks on analyzing “To identify customer needs, RTA relies listing and classifying customer needs feedbacks through the Customer Care on the following sources: customer & expectations in order to match and Strategy Section, and communicates relations management (CRM), respond to them with RTA’s parties with various agencies & sectors of RTA to Mohammed bin Rashid Smart Majlis, concerned,” continued Mahboub.

Street, Industrial Area 3, Tasjeel Al Qusais, Al Administrative Support Services Sector. Karama and Al Tawar Center, the machines will “From the time the service was launched operate around-the-clock. In other centers, in 2013 up to last April, about 60,869 self-service machines will operate according transactions were processed through these to the approved business hours. Recently machines comprising vehicles registration two services were added to these self-service (3136 transactions), seasonal parking cards systems: driving license renewal (currently (5774 transactions), payment and inquiry available at the machines in RTA Head Office about fines (1042 transactions), and driver only), and the renewal of seasonal parking licenses (240 transactions). cards, over and above the existing services “The RTA is assessing tenders for strategic namely: renewal of vehicle registration, investment partnerships with the aim of inquiry & payment of fine, printing vehicle deploying more Nafethati systems and the certificate, document receiving channel, addition of more services. a plan has been issuing of vehicle registration card, and charted out for offering payment options issuance of vehicle registration card instead other than credit cards, which is currently in of damaged/lost one,” said Ahmed Mahboub, use, such as using NFC technology activated Director of RTA’s Customers Service, Corporate in smart phones, NOL cards and the e-purse.

Issue No. 98 August 2016 33 Activities RTA’s People Happiness rating hits 90% in 2016 according to Dubai Smart Government Office report The Roads and Transport Authority (RTA) has revealed the practical outcomes of implementing ‘People Happiness’ strategy in terms of the Happiness Indicator and the extent of compatibility of this strategy with the Happiness Model of the Federal Government and the Happiness Agenda of the Dubai Government. The Report ranked RTA as the first government entity in attracting the largest number of responders as well as other successful deliverables. launched initiatives related to customer, employees and the work environment, and implemented the Star Ranking system to customers’ service centers. “The third strategic goal (People Happiness) of RTA’s Strategic Plan had been revised to include three new strategic objectives including taking a leading role in achieving people happiness, acting in conformity with customers, and boosting happiness & HE Mattar Al Tayer, Director-General areas have been identified through positive work energy,” stated Al Tayer. and Chairman of the Board of Executive customers observations in the surveys. It “RTA’s staff concerned held a meeting with Directors of RTA, expressed his pleasure is noteworthy that happiness indicator’s the Dubai Smart City Office to activate the with the practical achievements of the service is now active in the eight customers’ Happiness Indicator. The meeting agreed happiness strategy launched during service centers (100%) as an initial step,” to introduce the Happiness Indicator in all the Happiness Week in Dubai Mall last said Al Tayer. the service delivery channels to include February. He noted that RTA had been The service is also active on RTA websites websites, smart apps and self-service kiosks ranked as the first government entity i.e. RTA main website (www.rta.ae), (Nafethati) as part of a comprehensive plan that had attracted the largest number of portal (www.salik.ae) and to promote people happiness, and raise the customers responding to the polls. He webpage (www.nol.ae). existing rating level. RTA focuses on aligning revealed that according to the report of RTA had launched the People Happiness the Happiness Strategy with the Happiness the Dubai Smart Government Office, RTA strategy during the Customers Agenda of smart Dubai, and pushing up had achieved People Happiness rating in Happiness Week held in Dubai Mall last the current rating of the indicator. RTA as much as 90% this year (2016), recalling February, and held several workshops will align the happiness strategy with the that the average rating achieved last year for managers, employees, service happiness agenda of the Dubai Smart (2015) was 89%. providers and all partners with the City, which comprises four pillars namely: “The internal happiness indicator’s aim of introducing them to the People education, measurement, discovery, and measurements are aligned with Happiness strategy in accordance with change. The Authority is always keen on internationally accredited techniques. the approved communication plan. keeping pace with the directives of the Measurements taken last March, which The Authority had also staged the Dubai Government for realizing people match to the approved strategy model, International Day of Happiness, hosted happiness and contributing to nurturing a indicated that RTA had achieved a happy a bunch of international speakers, and government working for the convenience rating of 76.6%, and a Very Happy rating undertaken a number of initiatives of community members around-the-clock. amounting to 33.4%. This result is 2.6% such as forming happiness committee, The UAE in general and Dubai in particular higher than global entities using the same and conducting exclusive surveys for will thus be a home of happiness rather measurement index. The improvement measuring happiness rating. It has also than just a hub of business & finance.

34 The development project of the corporate performance management approved This goes with the framework of 4G of the Government Excellence RTA’s Board of Executive Directors headed by HE Mattar Al Tayer, Director General and Chairman of the Board of Executive Directors approved the development project of the corporate performance management of RTA. This consent taken based on the directives of His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai to promptly start to the implementation of the 4G of the Government Excellence System. This project will be launched this year in the framework of strengthening the governance of strategic and operational performance and enable RTA to move forward in the drive of innovation and shaping the future. “The development of the corporate performance management system project, runs from three pillars of the system of the 4G for Government Excellence, namely, achieving the vision, innovation and enablers, as considered results and capabilities scale are considered a main principle in achieving the government excellence.” The work system of the new corporate performance management at RTA creates an integrated framework of a corporate performance 2. Modernizing and harmonizing RTA’s concerned from the agencies and sectors. to connect all the performance indicators strategic plan with the strategic directions of At the conclusion of the presentation at RTA (from the strategic level down to the Government of Dubai, especially with the delivered by the project consultant, he praised operational level). This can be under the sides of people happiness, innovation, smart the outputs of the project. The presentation supervision of a specialized team led by the city, green economy and corporate security. took place in presence of the CEO of the Strategy and Corporate Governance Sector 3. Assessing the current technical system of Strategy and Corporate Governance, Director in coordination with the project consultant the corporate performance management of Development and Corporate Performance, to identify the best practices in the field of where the gap between the current Manager of Corporate Planning and a corporate performance management and system capabilities and requirements of number of attendees. RTA’s strategy to technical systems. This trend can support the new work system was determined, develop a framework for the governance of automation and connectivity with operating and determined the list of the best and the work system of corporate performance systems at RTA to become more efficient appropriate technical regulations for the management, contributes to the realization and compatible with the strategic goals and requirements of the next stage. of RTA’s vision and strategic objectives. objectives of RTA,” said Mattar Al Tayer. Al Tayer praised the effort exerted by the The next stage in the Emirate of Dubai The project consists of three main pillars: Corporate Performance Section of the hosting the Expo 2020, requires accuracy 1. Designing and developing a framework for Strategic Planning Department about and high quality in the implementation corporate performance management, which the effective communication through of the directives of His Highness Sheikh includes eight phases of a high governance workshops and all the organizational Mohammed bin Rashid Al Maktoum, UAE supported detailed procedures and tools of units in the revision and updating of the Vice President and Prime Minister, and Ruler control, measurement and analysis, enabling it performance scorecards and its contents of Dubai, which RTA started to include it in its to achieve the desired goal of the work system. with the CEOs, Directors and the parties agenda in the 2016-2020 Strategic Plan.

Issue No. 98 August 2016 35 RTA opens registration for the 3rd Dubai International Project Management Forum

Roads and Transport Authority (RTA) announced the opening of registrations for the Third Edition of the Dubai International Project Management Forum (DIPMF), which will take place in Dubai during 22nd -25th October 2016. Organized in collaboration with the Dubai Electricity & Water Authority (DEWA), , and the Project Management Institute (PMI), the forthcoming edition of the DIPMF will be held under the theme “Shaping the Future.” Ms. Laila Faridoon, Executive the transfer of expertise, Director of the Office of the concepts and visions amongst Director-General & Chairman international gurus of various of the Board of Executive industries, and enables it to live Directors, said: “The 3rd DIPMF up to its billing as an Arabian would be distinctive, especially city with a global profile,” said as it is held under the theme Laila. “Shaping the Future.” This logo “Over the past two years, fits well with the drive of the the DIPMF has enhanced its UAE, in general and Dubai, in position as a global stand particular at a time when the for debating best practices Emirate is launching mega and coming up with the projects such as the Dubai cracking project management Water Canal, and Expo 2020, solutions. At such a gathering, which form part of a portfolio international experts share of projects over the short and insights, ideas, and innovations long run. that contribute to the “Organizing the DIPMF signals successful implementation the keenness of Dubai to play of mega projects. RTA’s a pivotal role in steering the participation in organising innovation & development the Forum underlines its drive in the region, and commitment to disseminating expediting it on sound best project management scientific bases in line with the practices towards realizing highest standards & practices. the Dubai Plan 2021 aimed This drive requires attracting at making Dubai a key hub in top experts & internationally the global economy and one renowned specialists to Dubai of the world’s leading business to establish an effectivecentres,” she noted. knowledge transfer platform. “Shaping the Future” has been Such a process renders Dubai endorsed as a theme for the as a communication link in third edition of the event. New

36 Activities topics have been introduced and to be highlighted by a discussion panel about Project Management for Youth spotlighting the definition of Project Management (PM) principles, potential successes, and the importance of applying PM practices in various fields. It will also review successful models presented by youth Project Managers in order to share their experiences and modern knowledge. In collaboration with the PMI, the Forum will host a workshop to discuss the best educational tools for adding PM to undergraduate or postgraduate programs. A closed session was also held to discuss Rail PM to benefit from the best practices of rail projects management. It is noteworthy that the second DIPMF held last year was hugely successful in terms of perfect organization, and an intense participation exceeding 1500 delegates from 28 countries; a 17% rise over figures reported in the first edition. The event is also marked by diversity of topics, events and activities held on the sidelines of the Forum to discuss the management of engineering & construction projects as well as the management of topics of relevance to technical, sports, and energy and sustainability fields.

To register in DIPMF, please click on: http://www.dipmf.ae/

Issue No. 98 August 2016 37 DTC honors strategic partners, suppliers during the annual gathering

RTA discusses best practices of MBR Smart Majlis with Dubai Municipality, Dubai Police The Roads and Transport Authority (RTA) has recently briefed two delegations from the Dubai Municipality and the Dubai Police on its rich experience in handling ideas channeled through the Mohammed bin Rashid Smart Majlis. Discussions focused on how RTA communicates with clients, attends to their suggestions & improvement comments, and quickly takes response action through the concerned affiliated agencies.

38 Activities

RTA’s Dubai Taxi Corporation (DTC) held its annual Open House for strategic partners and suppliers representing public & private entities. The gathering, which took place at the Intercontinental Hotel, , comes in the context of bolstering bilateral relations and broadening services offered by the DTC in line with the prominent standing enjoyed by the emirate.

Yousef Al Ali, CEO of DTC attended customers services. He paid tribute had been one of the key pillars of the gathering along with to their various contributions DTC’s strategy since its inception. scores of directors, managers, and willingness to back up DTC’s This annual felicitation event is in specialists, and senior staff as well efforts and initiatives in achieving recognition of the efforts of our as representatives of strategic its objectives, strategies and the distinguished partners from various partners & suppliers. vision of ‘Pioneers in Passenger entities, which have stepped up Yousef Al Ali thanked attendees Transport Services.’ their cooperation with the DTC, for being part of DTC’s success Mohammed Abdul Kareem Al and everyone who had a clear story that lasted for 20 years, and Hammadi, Director of DTC’s contribution to supporting our hailed their positive contributions, Resources and Support welcomed corporate business. The event is which reflected on DTCattendees, stressing that meeting also part of DTC’s endeavors to performance results, be it financial, strategic partners and establishing offer quality services to the public, administrative, operational/ strong partnerships with them and enhance its capabilities & nonoperational, or related to on the basis of mutual benefits, performance of DTC in various fields.

Ahmed Mahboub, Director of the three entities, difficulties examine the procedures of Customer Service, RTA’s Corporate encountered, and the best implementing ideas received Administrative Support Services solutions to be referred to the through the Majlis, sorting out Sector said, “Meeting with the two Executive Office. Discussionspending observations between delegates of the Municipality & also covered some transactions the parties, and examining Police at RTA Head Office had been referred between the Municipality, common ideas for possible held in the context of sharing Police and the RTA along with the implementation among other expertise & knowledge in handling key achievements targeted in the issues of relevance. ideas, suggestions and comments near future. The deliverables of The two delegation concluded received via the Mohammed bin this tripartite gathering pointed the meeting with commending Rashid Smart Majlis. The overall to the similarity of procedures RTA’s distinctive experience in objective of the meeting was to regarding the business of Majlis dealing with the Mohammed improve on the services delivered Coordinators, identified some bin Rashid Smart Majlis. The to citizens, visitors and tourists of difference in rewarding initiators Director of Customer Service then Dubai in a style befitting the high of accepted ideas or the most presented certificates of thanks & profile of the Emirate.” frequent comments, and reviewed appreciation to the delegations The meeting included discussions recommendations to be raised of the Municipality and Police, about the business of coordinators to the Executive Office. It was and expressed wishes for more of the Mohammed bin Rashid agreed to hold a monthly meeting communication and sharing of Smart Majlis Model within between the three parties to expertise in the interest of Dubai.

Issue No. 98 August 2016 39 RTA examines Hong Kong›s experience in commercial, real estate investment around metro stations

A delegation from the Roads and Transport Authority (RTA) has recently visited Hong Kong City, People’s Republic of China, to review the significance of property development around metro stations, and their impact on increasing the metro ridership. The visit signals RTA’s keenness to seek support from international think tanks to enrich its own experiences.

Ibrahim Al Haddad, Director of RTA’s stations. The delegation had also and ads around metro stations. Hong Commercial Affairs and Investment, been briefed on MTR’s experience in Kong has 152 metro stations, and MTR said: “RTA’s delegation had examined preparing feasibility studies for building runs more than 90,000 shops; a practice the model of MTR Company in financing new metro lines, covering operational which had provided a rich experience in its own projects through urban expenses by revenues generated from this regard.” development, be it for residential or metro service, property development “Dubai Metro is one of the key projects in commercial purposes around metro projects, shopping centers, shops rental, the UAE and the region at large, and RTA

RTA holds brainstorming session with customers interacting through Mohammed bin Rashid Smart Majlis

Roads and Transport Authority (RTA) has held a brainstorming session with clients dealing through the Mohammed bin Rashid Smart Majlis. The aim of the event was to directly heed to customers views & suggestions as regards the way of handling their observations & ideas expressed through the Majlis. The event signals RTA’s commitment to identify customer needs and respond to them in a way that serves their interests and maximizes their happiness.

“In keeping with RTA’s efforts to realize its was characterized by remarkable classifying accepted ideas into golden, third strategic goal (People Happiness), interactions as well as transparency in silver, and bronze, and engaging a large number of RTA customers were exchanging ideas between customers customers with RTA’s teams during hosted via the Mohammed bin Rashid and internal teams of the RTA concerned the implementation of their ideas. Smart Majlis. The gathering aimed at with the business of the Majlis,” said Discussions also included showcasing identifying the extent of their satisfaction Ahmed Mahboub, Director of Customer owners of accepted ideas through with the level & speed of responding Service, RTA’s Corporate Administrative a magazine published by RTA, and to their suggestions, ideas and Support Services Sector. identifying ideas & suggestions. Several improvement observations passed over “Discussions covered an array of requests were expressed through the to the RTA via the Majlis. The workshop suggestions made by clients including workshop namely, stating the reasons for

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is determined to adopt the world’s best practices in upgrading public transport networks, particularly that have a unique & unprecedented commercial advantage in the Middle East i.e. “Stations Naming Rights”, rendering it worthy at part with the advanced global projects,” continued Al Haddad. “The visit resulted in many strategic benefits relating to RTA’s agenda in its capacity as the government entity responsible for the operation and development of transport networks. Therefore, sharing experiences & reviewing the world’s best practices is one of RTA’s key objectives towards realizing its vision of “Safe and Smooth Transport for All,” concluded Al Haddad

the lack of the feasibility or impracticality about ideas, suggestions and requests attendance and responding to RTA’s of ideas, specifying the places set for made through the workshop such that a invitation. He stressed RTA’s paramount implementing suggestions, and briefing team of RTA dedicated to the Mohammed attention to customers dealing through customers about the procedure of bin Rashid Smart Majlis might study them. the Majlis with the aim of realizing the replies to them,” explained Mahboub. The Director of Customer Service then overall objective of engaging the public in A the end of the gathering, a questionnaire honoured attendees with certificates of steering the service improvement drive in was distributed to probe the view of clients appreciation and paid tribute to their the Emirate of Dubai.

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