RTA Dubai: Benchmarking as a Catalyst for Superior Services

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.