Dubai Customs has stepped up its efforts towards improving its customer service programs through staff empowerment and capacity building. Thirteen leaders at DC received the International Standard for Service Excellence (TISSE2012) Internal Auditors Certification from The International Customer Service Institute (TCSI).
This accreditation will enable them to become certified auditors, capable of conducting internal assessment of service level quality delivered to DC’ clients, in addition to improving performance and efficiency to offer better customer service experience by further streamlining of service request processes in order to achieve leadership and excellence in delivering Customs services. This undertaking is in pursuance of Dubai Government’s drive to implement higher standards of customer service in all public facilities.
H.E. Sultan Bin Sulayem, Chairman of Ports Customs and Free Zone Corporation (PCFC), said, “Dubai Customs core customer service drive is inspired by H.H Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice-President, Prime Minister and Ruler of Dubai’s affirmation on not only to seek customers satisfaction but to exceed it into ensuring their happiness. As a direct reflection upon this approach, the Department saves no effort to better equip all employees assigned to this front to be at the highest level of readiness to conduct their pivotal roles, pertained in the swift response to customers’ needs, while maintaining the utmost quality of Customs services.”
He also added, “The success of a number of Dubai Customs employees in attaining the TISSE2012 internal audit certification reflects the accomplished progress in developing employees’ capabilities at the customer service level. It also represents a competent preparatory step ahead towards the implementation of Stars Rating System on customer service centers, in line with the Emirates Government Service Excellence Program launched by H.H Sheikh Mohammed bin Rashid Al Maktoum. The move also realizes the directives of H.H Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Dubai Crown Prince and Chairman of the Executive Council, to implement the Stars Rating System for all service delivery channels in the Government of Dubai with the aim of offering an exceptional customer experience to the public in terms of efficient, streamlined and timely services delivered as per the highest global standards.”
H.E Ahmed Mahboob, Director, Dubai Customs, stated, “This certification would enable certified employees to assess Dubai Customs processes and systems pertaining to customer service delivery. The objective is for DC to be well prepared for external audit upon which it will be rated based on the Stars Rating System. The accredited auditors’ team will initiate an internal assessment to cover all DC’s Customs centers. Following such internal evaluation, an external audit will be conducted by experts from The International Customer Service Institute based on its International Standard for Service Excellence (TISSE 2012).”
Mr. Mahboob further said, “Dubai Customs is always keen to be the spearhead in realizing the vision of the Dubai Government, and in executing its initiates aiming at developing government sector services. DC is also committed to equip its staff with the latest knowledge to help raise our corporate performance on a continual basis in accordance with global best practices in customer service delivery.”
He stressed that the objective of obtaining the TISSE 2012 Internal Auditor Certification is to enable DC employees to perform internal audits of all Customs centers and assess these centers in terms of service delivery policies, services quality, customer service centers’ infrastructure, human resources’ efficiency and proficiency of service delivery operations. The International Customer Service Institute (TICSI), which grants the TISSE certification, aims to provide institutions with global evidence of their success in this field and incite them to continue to enhance their performance, raise their quality level and improve their capacity to meet customers’ needs effectively and efficiently.
Dubai Customs has boosted customer satisfaction, scoring 83% in 2013, through programs launched specifically to cater to customers’ needs, particularly the Client Ambassadors initiative for assigning an employee-ambassador to each group of clients within the same business sector. Client Accreditation Program is another initiative launched to foster effective partnership with DC’s customers. It provides top Customs facilitations to participating clients, based on their level of compliance with Customs systems.
The global standard is granted to organizations after ensuring their ability to achieve customer satisfaction and retention and their employees’ commitment to highest performance criteria to ensure only services superior quality are delivered to customers. Customer satisfaction, customer retention, customer loyalty and employee commitment are factors that applying organization need to fulfill. TISSE 2012 focuses its attention to these crucial factors.
Dubai Customs honored its employees who received the TISSE 2012 Internal Auditor Certification. They are: Yousuf Al Hashemi, Director of Jebel Ali Customs Centers Management; Ibrahim Kamali, Senior Manager, Airport Terminal 3 Operations; Younus Ibrahim, Manager, Customer service Center, Airport Free Zone and Dubai Silicon Oasis; Mohammed Abdullah Al Suwaidi, Senior Manager, Customer service Center, Dubai Creek; Hussain Seif, Manager, Business Process Improvement; Rami Abu Laban, Senior Manager, Corporate Excellence; Jamila Abu Al Maleh, Manager of Contact Center/ Acting Senior Manager Customer Service Development; Shahid Osmani, Quality Expert; Ajwad Adeel, IT Architect; Fatma Al Attar, Senior Officer Customer Service Development; Salman Ali, Business Continuity Officer; Mahmoud Hamoudeh, Senior Quality Specialist; and Mohammad Al Mugahwi, Administrator.
Yousuf Al Hashemi, Director of Jebel Ali Customs Centers Management; said, “Being TISSE 2012 Certified Internal Auditors allows us to assess and improve the quality of our service delivery to customers. It also helps us locate areas for improvement so as to provide our customers with an ideal service delivery experience.”
Ibrahim Kamali, Senior Manager, Airport Terminal 3 Operations, noted, “Receiving TISSE 2012 Internal Auditor Certification enables us to evaluate the performance of Customs centers as per global best practices in service delivery, taking our customer service to world excellence levels.”
It is noteworthy that Dubai Customs was the first government department in the MENA region to earn ISO (10002) Certification on Customer Complaints Handling in addition to receiving the ISO 10001:2007 conformity certificate as the first organization worldwide from Lloyd’s Register.