Dubai Customs shares its expertise with UAE organizations

The delegation included:

Mr. Ahmed Essa Alkendari, Head of Strategy Section, Mr. Abdulla Al Hosany, Studies Executive and Ms. Nora Al Mutawa, Performance Measurement Executive Assistant.

The delegation was received by Mr. Mohammed Faraj Abdulla, Client Management Director, Edris Behzad, Senior Manager of Client Services Development and a number of experts at the Department.

At the beginning of the visit, Mr. Mohammed Faraj Abdulla welcomed the delegation confirming that:

" Dubai Customs puts its expertise and experience to the service of all organizations in the UAE in order to support integration among them accomplishing more success and prosperity in Dubai."

He pointed out that: "Dubai Customs considers customer service a top priority since clients' satisfaction is a strategic goal to the Department that it strives to achieve."

Customer Service experts gave a presentation on the structural organization of the administration and the Customer Service Development Section at Dubai Customs that is responsible for managing Dubai Government Unified Complaint System since it was launched. They demonstrated obstacles met during the implementation of the system, its contents, adopted methods while dealing with customers' complaints and some of the related training courses and workshops that were held in this regard.

The delegation was introduced to the ongoing improvement and upgrading operations the system goes through and the efforts made by Dubai Customs to attain ISO 10002:2004 certificate for its complaint system. It's worth mentioning that Dubai Customs was the first organization in the Middle East and North Africa to receive such a certificate.

The delegation was acquainted with the best practices Dubai Customs carries out in the field of customer service.

They also learned about the Department's pioneering projects in this context; for example, ISO 10001:2007 project for its Client Service Charter through which the Department was the first to receive such a certificate of its kind across the world.

Moreover, the delegation was informed about the different initiatives the Department has launched; for instance, TARJIM Service; a Service that translates customers' complaints for those who do not speak either Arabic or English. In addition to that, the Department incorporated a Client Service Charter in Braille for the blind in cooperation with the Emirates Association for the Blind. Dubai Customs has also taught employees of the Customer Service and Complaint System sign language through a number of specialized training courses.

At the end of the visit, the delegation expressed their appreciation to such ground-breaking achievements. They also expressed their aspiration to bridge strategic relations between Dubai Customs and Mohammed bin Rashid Housing Establishment in order to support mutual interests of both sides to the utmost while serving Dubai and reinforcing its presence in all aspects and areas.