- In an unprecedented historical achievement
Dubai Customs receives the first certificate of its kind; ISO 10001:2007 for its Client Service Charter. Lloyd's Register Group, an international organization that is a leading provider for ISO certificates has granted Dubai Customs the certificate in an Awarding ISO 10001:2007 Ceremony that took place at the Address Hotel on Tuesday, July 7
th, 2009. Under the patronage of H.E. Ahmed Butti Ahmed, Director General of Dubai Customs, a number of executive directors, at the Department, Representatives of the Executive Council in Dubai and the Manager of Lloyd's Register Company in the UAE as well as many media representatives attended the Ceremony.
Scoring another worldwide success, Dubai Customs received ISO 10001:2007 for its Client Service Charter after it was examined by Lloyd's Register for two consecutive days for its compatibility with the classification rules and criteria of the ISO certificate during the first half of the year.
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 and other vital issues that increase clients' satisfaction besides the ISO 10001 requirements.
Moreover, the Charter clarifies clients' rights and means of protection and development and it specifies exact time needed to complete services in order to gradually expand business and main services. The Charter introduces communication channels to clients in case of dissatisfaction. It also highlights the expected requirements of the clients to provide them with distinguished services.
During his speech in the Ceremony, H.E. Ahmed Butti Ahmed said:" This new worldwide success is added to the long list of achievements Dubai Customs accomplished recently which aim to develop services provided to the clients to meet their expectations and ambitions especially that clients' satisfaction is a key objective within the goals of Dubai Customs strategic plan 2007-2011."
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. The new ISO certificate is a plus that boosts clients' satisfaction and increases trust put in the Department as it is committed to providing the best quality services.
H.E. Ahmed Butti Ahmed confirmed:" Obtaining this certificate is not the end of the road or a limit to our capabilities since there is still much we can offer to our clients. The Certificate urges us to confront challenges- something we are keen on preserving- since we will continue to review and develop the content of the Charter on a constant base. We will also make sure that the services given are of best quality to increase clients' satisfaction. We will keep working on getting the best international practices to develop our services inline with Dubai Government vision towards excellence and pioneering."
The Director General of Dubai Customs praised the team who worked on the Charter that led to receiving the ISO 10001:" The Department's Client Service Charter was executed in record time within three months only. Moreover, the Charter was developed by Dubai Customs' staffs while consulting strategic alliances. This fact proves Dubai Customs proficiency in human resources management as it gives great interest to developing its employees' skills by offering training courses and workshops, according to each one's field of specialization."
The team that helped generate the Charter was honored during the event, it included: Mr. Edris Ahmad Bahzad, Team Leader and Senior Manager of Client Services Development Section, Mr. Ibrahim Al Amoosh, Quality Senior Officer, Mr. Mohammed Abu Hasna, Quality Officer at the Strategy and corporate Excellence Department, Omar Qarawi, Customer Service Development Officer and Mr. Khaled Nour, an Advisor at the Legal Affairs Department at Dubai Customs.
On the other hand, Mr. Bryan Baxter, UAE Service Delivery Manager at Lloyd's Register praised Dubai Customs' new achievement that is receiving the ISO 10001. He also confirmed that Dubai Customs has a pioneer presence in field of customer service as it draws an excellent example for other organizations to follow in the future and make use of such experience in this vital domain that is ahead of time."
