TITLE:
RTA Dubai: Benchmarking as a Catalyst for Superior Services
AUTHORS:
Mohammad Aljanaahi
KEYWORDS:
Benchmarking, the Road and Transport Authority (RTA), Service Delivery, The Public Sector, and Transportation Entities
JOURNAL NAME:
Journal of Service Science and Management,
Vol.16 No.5,
October
10,
2023
ABSTRACT: The Dubai
Road and Transport Authority (RTA) is the primary focus of this study, which aims
to illuminate the use and impact of benchmarking in a public sector framework by
examining the advancements in service delivery and operational efficiency. Methodology: This study uses secondary data sources and a qualitative research methodology.
It focuses on the benchmarking procedures used by the RTA and compares them to those
of other international transportation organizations to highlight room for improvement. Findings: The results show that the RTA has significantly improved service
quality and operational agility by skillfully incorporating benchmarking. Research
Limitations: It primarily focuses on secondary sources, and while acknowledging
benchmarking applications, the research only emphasizes the RTA project with minimal
influence of other factors. Originality/Value: This article thoroughly examines
benchmarking tactics within a governmental framework, offering priceless insights
for comparable institutions pursuing operational and service excellence. It encourages
additional research into transit technology evolution and benchmarking.