Heading towards accomplishing Quality and Excellence of performance, Dubai Customs with this new achievement has successfully for the 3rd running year renewed this round to earn ISO 10002:2004 Certificate for Customer Satisfaction Complaints. This was earlier placed Dubai Customs in 2008 as the first dept in the Middle East to earn the foresaid certificate.
In a special celebration, organized on Sunday, 10th April 2010 in Dubai Custom HQ, and with the presence of some Executive Directors, His Excellency Mr. Ahmed Butti Ahmed- Director General of Dubai Customs has received the certificate from Mr. Bariyan Pakester- the Director General of Lloyd’s Register.
Dubai Customs again succeeded in owning this certificate after having achieved this success in 2008 and 2009. The outcome of external auditing done on 4th April 2009, by the conferring company for the purpose of reviewing applicability and efficiency of the practices recognized in the management and handling complaints, besides, the ongoing plans adopted in developing the system, called upon the company to proclaim delivering the certificate to Dubai Customs for the second time on the basis of the external auditing results which showed absence of any violation or any negative remarks notable on the system. This success was achieved as a result of the closely cooperation between the Strategy and Corporate Excellence Dept, Quality Section and the Client Management, Customer Service Development Section, besides all the other departments which integrally worked hand in glove to apply the system requirements.
H.E. Ahmed Butti Ahmed said: “Dubai Customs focuses on the priority of delivering quality services to the customers and improving level of their satisfaction. And also endeavors to realize these ends by tracing continual development of procedures and business systems inline with the best practices and international standards, this is besides, the investment of it’s efficiencies along with improvement of competencies”
He added:" We at Dubai Customs aim to achieve excellence of the provided services and excel in the implementation of the best international practices in order to turn these practices into tangible outcomes. Earning this certificate is rather considered the means to development than it is the objective as it showed in the efficient implementation of the ISO 10002 for the Complaint Management System which was best translated through the vivid improvement of the performance indicators for handling the complaints at the.”
It is worth noting that the Customer Complaint System at Dubai Customs has managed to increase the rate of the responded complaints within 7 days into 96% (as apposed to the required objective of the Executive Council which is 75%) and the resolved complaints into 94% (as apposed to the required objective of the Executive Council which is 75%). Besides, complainers’ satisfaction rate went up to 100% (as apposed to the required objective of the Executive Council which is 85%) according to the statistics and outcomes of the unified complaints system. such a thing indicates the efficient implementation of the system and the maximum benefit attained due to the implementation of the ISO 10002.
Lloyd’s Register, the certificate provider company chose Dubai Customs experience in implementing the ISO 10002 for its Customer Complaints System as one of the distinguished administrative experiences in the world and displayed that on its website along with other giant companies such as General Motors, Boeing and Fedex. It also published the successful story in a number of specialized magazines in Europe and the US to open the door for others interested to learn about this distinguished experience to benefit from it.
Dubai Customs launched many pioneering initiatives to further develop the Complaints System. It was the first organization in the world to launch the Client Service Charter which is also developed inline with the ISO 10001 certificate. In addition, Braille was incorporated into the Client Service Charter in cooperation with Emirates Association for the Blind. “TARJIM” an outstanding service in the Middle East was also launched; it enables the clients to submit their complaints in nine different languages; Spanish, French, Chinese, Persian, Indian Urdu and Russian as well as Arabic and English. The customer service employees at the Department were taught sign language and a number of specialized training courses were offered for that matter. Besides, a number of employees were delegated to handle the complaints submitted by the people of special needs.
Moreover, Dubai Customs offered the necessary support to over 20 organization that paid visits to the Department in order to learn about its experience in implementing the Complaints Management System ISO 10002 which reflects on its keenness to spread knowledge and exchange expertise not to mention boosting the service quality standards in Dubai and the UAE as a whole.
H.E. Ahmed Butti Ahmed seized this opportunity to congratulate the employees at the Department for this distinguished achievement which was made in-house by the Department’s staff without any external consultation. He also expressed his appreciation to all those who contributed to this success and the persistent efforts they made taking business into the next level and embodying corporate loyalty.
