DED wins International Customer Service Standard certification

Mr. Ali Ibrahim, Deputy Director General for Executive Affairs at the DED, received the certification from the British Consul General John Hawkins, at a special ceremony held today at the DED.

The ICSS certificate implies that the DED has a proven capability - by process and measurement - to manage and develop its customer service quality. The standard required a period of rigorous assessment and preparation before external assessment by the BSI.

"As the primary point of government contact for Dubai's business community, the DED is responsible for delivering the kind of service and professionalism that matches the emirate's reputation," said Mr. Ali Ibrahim. "This certification reiterates our commitment to the principles of excellence, in line with the Dubai Strategic Plan unveiled by the UAE Vice President and Prime Minister and Ruler of Dubai, His Highness Sheikh Mohammed Bin Rashid Al Maktoum."

The achievement, he added, will encourage the DED in its continuous pursuit of enhanced and upgraded services and management systems.

The ICSS certification has three levels of success based on scoring. The DED's Business Registration Division achieved the International Standard Level, obtaining 55-75 per cent score, and plans to achieve the International Excellence Level's 90-100 per cent score within the next two years.

In the past nine months, employees at the Business Registration Division have undergone a continuous programme of strategic customer service training and development delivered by Ethos Consultancy, an accredited partner of the International Customer Service Institute (ICSI). Employees also made significant strides in developing deliverables and employees focused on customer service.

"The Business Registration Division has implemented this new standard by using cutting edge thinking and the latest available technology," said Noura Juma, Director of the Business Registration Division. "We now look forward to participating in the online benchmarking mechanism that the ICSI has developed to allow organisations to share best practice in customer service," added Noura.

The BSI team complimented the division's paperless system. All division documentation is available online on the Department's intranet in English and Arabic.

Robert Keay, CEO of the ICSI and Managing Director of Ethos Consultancy, said ICSI has confirmed plans to set up Institute partners in several countries in the next 12 months including Singapore and Malaysia. "This will enable organisations in the UAE to benchmark against peers and improve customer service standards even further," he said.

The BSI is a leading global provider of management systems assessment and certifications solutions, with more than 60,000 certified locations and clients in over 100 locations worldwide.