DUBAI: Dubai Customs added an accolade to the many accreditations and unprecedented achievements it has by attaining the ISO 10004:2012 customer satisfaction standard. Ahmed Mahboob Musabih, director of Dubai Customs received the certificate from Tuv Intercert, the international independent certification group. ISO 10004:2012 standard provides guidance in defining and implementing processes to monitor and measure customer satisfaction. Identification of client requirements, measuring customer satisfaction, measuring the service, and evaluation of data related to customer satisfaction are amongst the points that the standard covers. Ahmed Mahboob Musabih, director of Dubai Customs pointed out that it’s no stranger for Dubai Customs, within its quest for perfection, to attain such an achievement and reach this level. “It’s part of our plans and strategies at Dubai Customs to develop customs work in the UAE and raise the department’s competitive status. This is why customer happiness is a priority for us when delivering services at all customs centers,” he said.
On his part, Ahmed Abdul Salam Kazim, Director of Strategy and Corporate Excellence said the new ISO that Dubai Customs attained is a reflection of a collective persistent team work of all divisions and sections. The department went beyond than the goal of satisfying customers to make real and solid partnerships with them, he explained. “It’s also part of our commitment towards Dubai Plan 2021 which is an integral part of the UAE overall strategic development program and vision” he added. Edris Behzad, client management director attributed this success to the practical steps that Dubai Customs took towards happier customers. “It’s one of the first government departments to embrace and adopt ‘happiness index’ initiative, and this helped it win the top place on the index achieving 95 per cent last year” he said. On her part, Samira Abdul Razzak, senior manager of Quality Assurance at Dubai Customs said that Dubai Customs applies the latest and best standards to maintain excellence and top quality. Dubai Customs has carried out a number of surveys since 2003. These surveys have covered 25,000 clients, out of 200,392 the total number of clients up until first quarter of 2017. Tuv Intercert pointed out that it’s no strange for Dubai Customs to qualify for ISO 10004:2012, and this is the result of its persistence and commitment to the highest quality standards.