Service Level Agreement

Service Level Agreement:

Public Transport Corporation affirms its keenness to achieve customer satisfaction by providing the services of the digital portal at all times to a maximum of them. We provide here a list of digital services that have achieved compliance with these standards in addition to the maximum time to provide the service. If the nature of the transactions so requires. Customers must adhere to the terms and conditions of each service as described in the Digital Services Guide. All digital services will be added consecutively to this list.

Help and Support:

The portal includes a section to assist and support the audience of the beneficiaries. Help such as: FAQs, multiple queries sections, ease of use, handheld version.

Privacy and confidentiality of information:

The Public Transport Agency places the confidentiality of its users and visitors' information at the top of the list of priorities, the management of the Foundation makes every effort to provide high quality services to all beneficiaries through the privacy and confidentiality of information.

Provide mechanisms for communication and participation:

Portal Management is committed to interacting and responding to requests for inquiries through the Contact Us page.

Digital Service Standards:

  • The time taken for the home page and all other pages to be ready for use is no more than 4 seconds maximum.
  • The time taken for the home page in the portal to be ready for use varies on average from 2 to 4 seconds.
  • Readiness ratio 99.95%.

Levels of digital service delivery:

Interactive Digital Services:

Digital Service Total response time Availability of Digital Service
Permit services A work day 24/7
Complaints and suggestions Two working days 24/7
Fines Payment Service Immediate 24/7
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