Dubai Customs received a delegation from Dubai Civil Defense (DCD) to learn about DC’s experience in the SRS System, complaint submission and management and the channels of communication with clients and means of development.
The visit comes in line with Dubai Customs keenness on maintaining bonds of joint cooperation, leveraging government partnership and cascading knowledge and expertise to all entities in both public and private sectors nationwide seeking to achieve mutual benefit.
The visiting delegation comprised of Captain, Fahd Al Bishri, Head of Complaint System team at DCD, First Lieutenant Zayed Al Abdooli, Deputy head of the team and team members Thuraya Al Mulla, Ali Hani Jaber, Hamda Ismail and Hamda Al Sayegh.
On Dubai Customs side, Samira Alahli, Senior Officer Clients Relations and Senior Complaint System Officer and Rasha Mohammed Zuaiter, Senior Officer Clients Relations and Complaints System Officer.
Samira Alahli delivered a detailed presentation on Dubai Customs Client Complaint and Suggestion System, highlighting its crucial contribution in achieving a 91.2% customer satisfaction in 2014, compared to 89.2% in 2013 as per the latest study of the Executive Council conducted by an external agency. These results mark the level of progress Dubai Customs achieved in attaining the highest levels of client satisfaction and in working around the clock to provide the best services, attentively listening to clients’ needs and accommodating their remarks, suggestions and initiatives in line with the strategic partnership approach DC is adopting with clients.
Alahli also added, “Dubai Customs had yet scored a new achievement to be added to the long list of accomplishments and successes on the national, regional and international levels, hence it clinched the Service Olympian 2015 Customer Experience Awards UAE, for the Best Complaint Management category on the government and private sectors level within the UAE.
She said Dubai Customs had recently honored the best complaint and developmental suggestions submitters as a part of the annual clients recognition ceremony, and earlier DC had been the first government entity to get ISO10002:2004 certification for Customer Complaints System in 2008.
The DCD delegation hailed the remarkable progress they witnessed at Dubai Customs on all levels and particularly in matters of efficiency in client management and customer complaints handling.