UAE - Transport
General Manager, Ras Al Khaimah Transport Authority (RAKTA)
Esmaeel Hasan Al Blooshi is a civil engineer and has master’s degree in engineering management from Wollongong University in Dubai and a bachelor of civil engineering from the American University of Sharjah, with more than 10 years of professional experience in the transportation sector. Moreover, he is an expert in various key systems and core competences including strategic planning, project management, DGEP, 4th generation of government excellence system, EFQM, and ISO systems.
One of the main challenges was to continue providing service to our customers. We need people to move safely and smoothly, and operate bus, taxi, and licensing services for our customers. The second challenge was to provide a safe environment for our employees and continue their work remotely or on site. Furthermore, we needed our services to be digitalized and on solid digital infrastructure. RAKTA worked with relevant stakeholders to put in place protocols that state that 50% of buses should be operational, while taxis should have a maximum of two passengers per car with masks to be worn in the vehicle. RAKTA sterilizes buses after each trip, and customers are subject to a temperature check at all bus stations. Taxi drivers must ensure that their vehicles are sterilized daily with high-quality equipment. For licensing we have sought to digitalize our services and go online, to let our customers and investors complete their transactions remotely and to reduce the number of visitors in the customer happiness center. Internally, RAKTA implemented number of preventive procedures, including daily sterilization procedures, remote work and meeting system, PCR test every two weeks and other procedures to provide a healthy work environment for employees.
We set up a digital transformation strategy for 2020-2025 that is aligned to our main strategy. And to ensure and provide a solid digital infrastructure, RAKTA provided an ERP system represented by Microsoft Dynamics 365 that includes all financial, administrative, HR, and procurement procedures and processes. This digital transformation aims to simplify and digitalize procedures and processes and facilitate access to databases at any time and from anywhere. RAKTA has also provided a variety of internal digital platforms that contribute to enhancing corporate values and employee knowledge which includes the digital innovation hub, digital knowledge hub, Injaz hub (administrative follow-up), and internal intranet hub which enables the employees to view all news and events.
RAKTA announced and launched the new strategy 2020-2025 and the related projects in January 2020. The smart meter and camera project was one of the main strategic projects to improve the customer journey. RAKTA has invested in these technologies to take advantage of big data and forecast and AI in forecasting to enhance customer experience, develop a smart operation for taxis, and conduct an analysis of this data to help improve the quality of services and the performance of our drivers. It will also help to maintain security and achieve safety for all transportation users. Where these technologies allow to identify the most demand locations and smart guidance for drivers to reduce random driving that wastes resources (time, fuel, and maintenance) and track drivers’ behavior while driving. Moreover, the cameras and smart meter are integrated with the main operation control center that is monitored and controlled by professional data analyst.
We worked with our strategic partners in their recovery plans such as RAK municipality, Ministry of Health, RAK Airport, and others. Among the most important initiatives implemented with the mentioned entities include transporting recovering COVID-19 patients from hospitals to their destinations in and beyond RAK for free and delivering medicines to patients, especially to the elderly or those at high risk. Furthermore, there was an evacuation campaign to deliver over 60,000 passengers from all emirates in cooperation with RAK Airport. Moreover, RAKTA provided and implemented several initiatives in partnership with international companies such as Careem, FENIX, Al Bosala, and Intertec.
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