Dubai Customs earns the ISO 10002 certification for the second running year
For the second running year, Dubai Customs has made an exceptional achievement at Customs organizations level in the Middle East and North Africa by earning the ISO 10002: 2004 certification related to Customer Complaints Handling.
This achievement comes within the series of Dubai Customs previous successes in adopting and implementing best practices related to the business procedures and systems and enhancing the satisfaction of its real business partners; its customers. The earning of the ISO certification is a proof that Dubai Customs is on the right track towards achieving its strategic plan 2007-2011 which considers "improving customers' satisfaction" one of its key objectives.
Dubai Customs Director General, Ahmad Butti Ahmad, has been granted the certificate during a special ceremony held at Customs main building lately, 2009 in the presence of a number of Dubai Customs Executive Directors.
Dubai Customs has succeeded in earning this international certificate for the second year running and also accrue to the external audits performed by the certification body on the 2nd of April 2009 on the consistency of the procedures followed by the management in handling Dubai Customs’ customer complaints which were incredibly efficient in preventing similar or repeated complaints to be made. This can be done by auditing the system's documents and files in both Customers Department (Customer Services Development Section) and the Strategy and Corporate Excellence Department (Quality Section) in addition to visiting the Legal Department and Valuation Department which serve as a model for the system implementation.
Commenting on this new achievement, Mr. Ahmad Butti Ahmad said: "Preserving success is not an easy task but Dubai Customs is up to this challenge thanks to its qualified employees and our commitment to our strategic plan 2007-2011 which is in conformity with Dubai Strategic plan 2015 aiming also at enhancing customers satisfaction by offering state of the art services. This is a priority for us knowing that we cannot preserve our great achievements without improving the quality of the services provided to our customers whose number exceeds 80 thousand customers, this can in no way be achieved unless we keep on communicating with them, listening to their complaints and working on resolving them through modern systems that increase their satisfaction level".
Mr. Ahmad Butti Ahmad has congratulated all Dubai Customs employees for this new achievement and extended his gratitude to all those who have contributed to it through their extra efforts and perseverance, hence promoting the level of business responsibility and reflecting organizational loyalty.
The customers complaints system at Dubai Customs has succeeded in decreasing the average of handling one complaint to just one and a half day during the first quarter of the current year. This is a great achievement compared to the 7 days period recommended by Dubai Executive Council. In addition to that, Dubai Customs has also succeeded in both handling complaints on time and increasing customers satisfaction by 100%, which is an achievement that was positively welcomed by all customers.
Dubai Customs was among the previous Customs organizations implementing the Customers Complaint System and providing various channels for receiving such complaints, among which are the Customs website, the communication center, the fax and so forth. By the end of 2007, Dubai Customs started using Dubai Government unified customer complaints system launched by the Executive Council which follows unified procedures in presenting and handling complaints. Thanks to its great experience in this field, Dubai Customs was able to convert the system into a work methodology and aimed at earning the ISO 10002: 2004 system certification related to handling customers complaints, therefore, it has established an internal team who had explored the certification specifications and could set the procedures that would ensure to bridge the gap between the business reality and the certification's requirements. Moreover, since Dubai Customs was the first government organization in the Middle East and North Africa to earn the certification last year, the system became an important reference to learn about Dubai Customs who was able once more to earn the ISO certification a few days ago.
It is worth mentioning that this achievement was possible thanks to the great efforts of our internal team without the help of any outside consultant agency. The ISO certification for this year comes as an inauguration of the organizational approach in continuous customer services delivery improvement.
