Dubai Customs receives ISO 10001:2007 from Lloyd's Register

Lloyd's Register Group, an international organization that is a leading provider for ISO certificates announced that Dubai Customs is the first corporate to receive such a certificate across the world, and from both sectors; public and private.

Receiving the certificate is a proof of the sustainability of achievements accomplished throughout the past years whether for the quality services given to its clients or the increased level of clients' satisfaction as well as adopting and enhancing the best international practices and modus operandi at the Department.

Lloyd's Register Group has granted Dubai Customs its first ISO certificate 10001:2007 after paying a visit to the Department where the Client Service Charter was examined for two consecutive days for its compatibility with the classification rules and criteria. In addition, the Charter was checked for its implementation process, performance measurement, constant development schemes and the requirements of the ISO certificate.

Dubai Customs has recently launched the Client Service Charter inline with its commitment to developing and reforming services the Department provides to its clients. This entails offering the best quality services on time, responding to complaints promptly and constantly improving practices to cope with clients' updated needs besides other vital issues that guarantee creating a healthy work atmosphere and a good level of satisfaction for both the Department and the clients.

The Charter's content and design were generated to meet the requirements of the ISO 10001 certificate. The linguistic and cultural diversity at the UAE was taken into account while making the Charter, it exceeded clients' expectations especially the disabled when Sign Language and Braille were incorporated in two CSR initiatives.

The Charter was published in Braille and a number of customs inspectors received training courses on Sign Language to deal with clients' complaints in nine different languages.

Mr. Ahmed Mahboob Musabih, Executive Director of the Customers Management Department said: "Receiving the first ISO 10001:2007 by Lloyd's Register is considered a worldwide exclusive achievement in every aspect on the grounds that the certificate was received for the Department's Client Service Charter which was executed in record time within three months only. Moreover, the Charter was developed by Dubai Customs' staffs without referring to any external consultation. Worth mentioning that this neutral Organization has taken into consideration the fact that the Department had no prior experience in such a project."

Mr. Musabih pointed out that this is added to the long list of achievements Dubai Customs has. Last year, the Department received ISO 10002:2004 for its Client Complaints System as it was the first government department in the Middle East and North Africa to receive this certificate that proved its legitimacy once again in April, 2009.

Mr. Musabih added:

" Clients' satisfaction is of a high strategic priority to the Department in alignment with its 2007-2011 plan. Dubai Customs takes great interest in strengthening economic and social development in Dubai which comes as part of its strategic goals; therefore, it is keen on sustaining the development of the services. Undoubtedly, today's new success reinforces our clients' trust put in the Department's capabilities and the attention it gives to them."