Dubai Customs conducts discussion on best practices in the field of quality for visiting delegation from Dubai Police GHQ

Dubai Customs has recently received a delegation from Dubai Police General Headquarters, which attended a discussion about best practices in the field of quality particularly ISO 2007:10001 concerning customer satisfaction.

Ahmed Abdul Salam Kazim, Senior Director of Strategy and Corporate Excellence Department at Dubai Customs, welcomed the Dubai Police GHQ delegation as he underlined Dubai Customs’ keenness to implement best international practices in quality and excellence.

According to Mr. Kazim, the activity was in compliance with the directives of H.H. Sheikh Mohammed Bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, that the government must be an authority for serving the people and not an authority over them as the government’s success is being measured by the level of customer satisfaction.

Mr. Kazim further pointed out that such inter-governmental agency visits will help enhance the performance of the government and make it more capable of cultivating excellence and creativity, and satisfying each client’s needs in a way that exceeds their expectations. Moreover, it will ultimately enhance the reputation of Dubai and the rest of the UAE as an ideal destination for leisure, home living and business.

The visiting delegation was briefed on the key points of the ISO 2007:10001 standard that was awarded to Dubai Customs in May 2009, becoming the first public or private sector agency of its kind worldwide to earn such a high level standard.

The ISO standard was achieved by launching the Customer Service Charter that aims at strengthening Dubai Customs’ relations with clients by identifying key customer service delivery standards, setting out service quality criteria, clarifying the requirements expected from clients and informing them of the channels of communication where they can submit complaints to Dubai Customs.

The visiting delegation also learned how Dubai Customs developed the Customer Service Charter in conjunction with the leadership team, employees, clients and stakeholders, who jointly collaborated in designing, reviewing, assessing and amending the Charter according to the customers’ needs.

The Customer Charter also provides the “Tarjim” service, which allows clients to submit their complaints in nine languages. Moreover, the Charter has also been translated into Braille language in cooperation with the Emirates Association for the Blind.

Lt. Col. Colonel Abdullah Hassan Al Khayyat, Director of Operations at Dubai Police GHQ, emphasized the importance of the meeting in enhancing the quality of government services and promoting healthy relations among government agencies.

Lt. Col. Al Khayyat was also impressed by Dubai Customs’ track record in excellence and quality, and in maintaining a very professional work environment.

The Dubai Police GHQ delegation was composed of Ibrahim Mohammed Al Falasi, General Coordinator of Quality Assurance Offices; Captain Khalid Mohammed Al  Shamsi, Head of Standards Sections; 1^st Lt. Jassem Mohammed Al Hosni, Head of Service and Locations Development; 1^st Lt. Ibrahim Mohammed Ali Humaid, Head of Leadership Performance Section; Lt. Tariq Mohammed Ibrahim Al Saromi, Head of Client  Relation Section; and Lt. Rashid Obaid Salim Al Mazrooei, from the Services and Locations Development Section.

The team from Dubai Customs included Suhail Al Bastaki, Senior Manager of Quality Assurance’ Mahmoud Al Sisi, Senior Quality Officer; Waseel Fahad, Quality Officer; Mead Ali, Senior Quality Officer; Shaikha Omran, Quality Coordinator; Safwan Al Suwaidi, Senior Government Partnership Officer; Hussain Al Fardan, Manager of Suggestions and Complaints Section; and Mohammed Al Khaja, Complaints Specialist.