Dubai Customs, the first 100% smart department, expects the number of users of its smart services launched early this month to grow very rapidly during the coming period. New customers are relying on mobile devices to obtain customs services and achieve the best possible results in their businesses and investments. The smart services help users save time, effort, and costs, and yield much higher revenues.
A study on the expected growth of the smart services offered by Dubai Customs showed that the number of smart transactions is expected to grow by more than 20% monthly during the next few months. The smart services of Dubai Customs are becoming widely accepted by the customers. They manifest the vision of H.H. Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President, Prime Minister, and Ruler of Dubai, who declared that a smart government must be “within the reach of every user through hand-held devices. A successful government is one that is readily accessible to the people and does not burden the user. An advanced government with a futuristic outlook works 24/7 and 365 days a year.”
During a press conference held today, October 21st 2013, at GITEX 2013, Mr. Ahmed Mahboub Musabih, Executive Director of Customer Management Division at Dubai Customs, stated that “the success of Dubai Customs in offering real smart services for customers through a comprehensive development process resulted in making Dubai Customs the first 100% smart government department. Accordingly, the Department managed to attract customers who, after examining the services, ensured that such services added value to their businesses. Costs are cut down due to saved time and effort, as the response time has been reduced by 71% - from 7 hours to only 2 - a fact which marks an outstanding achievement in the improvement of performance and the delivery of the best services to customers.”
Musabih added: “ After achieving success in the launch of smart services, Dubai Customs is now working to carry out the second phase of the development plan. This phase aims to attract customers to use smart services through displaying the great advantages that they can enjoy. Requests submitted via smart phones are accurately checked and executed as rapidly as possible to steer customers towards smart services. In addition, customers are introduced to these services by every possible means. GITEX 2013 is a good opportunity for showcasing the advantages of becoming the first 100% smart government department; an achievement which promotes customs operations, enhances the business competitiveness of Dubai, and increases the potential for hosting EXPO 2020 in Dubai, as Dubai is one of the most prestigious business centres at the regional and global levels. ”
The smart services offered by Dubai Customs are highly flexible. They can be accessed via main global explorers with the highest level of efficiency. Customers can obtain these services without any difficulties and are therefore encouraged to take advantage of these services to add value to their businesses. They can also save costs by 20% - 50% based on the nature of services they request.
During the press conference, Mr. Younis Othman, Director of IT Department at Dubai Customs, made a presentation of Dubai Customs smart services and showcased the mechanisms by which they are provided. He said: “The development process has been carried out according to a comprehensive strategy through which we were committed to update all our mobile services several years after services have been launched on our website. A survey was conducted to investigate the opinions of customers and their preferences related to the delivery channels of services. Results showed that delivery via smart phones is broadly recommended by customers. 100% of respondents voiced interest in using their mobiles for receiving and executing transactions. As a result, our mobile website was developed with a smart interface that was designed to enable users to access services in a user-friendly manner and read an overview of each service. Links to requests are available. Users must fill in a limited number of fields with their personal information, so that the requests are received directly by the concerned employees via their smart phones. An integral system is put in place to follow-up on the progress of requests after the confirmation of receipt.”
Mr. Othman described the impact of the innovative smart services: “The breakthrough caused by smart services will allow the Department to increase its clearance capacity of customs declarations by more than 200%, in comparison with 6 million transactions executed annually. Services in the new system are available on a 24\7 basis, and transactions are received and carried out by employees round-the-clock, even during holidays. The system adopts a state-of-the-art mechanism and is supervised by the relevant officers. 84% of Dubai Customs transactions are executed electronically via multiple electronic channels.”
Mr. Othman further expounded upon the smart services offered by the Department: “We have been keen to make our services available on all smart phones operated with Android, IPhone, BlackBerry, and Windows, as well as on tablets and PCs. In this way, customers can have all the options that enable them to submit requests and receive services via any method and without any restrictions. Performance is continually checked to ensure that customers do not face any technological failures in submitting and following the progress of their request till the receipt of services.”
Dubai customs offers 19 smart services on mobile phones:
- Request for Client Registration to enable customers to transact with Dubai Customs.
- Request for Client Accreditation: whereby qualified customers can obtain better services and incentives.
- Request for Customs Warehouse License: To use customs warehouses for the storage of goods and have customs duties temporarily deferred.
- Request to Record Trademark: to prevent fraudulence and counterfeiting.
- Request for Customs Declaration Clearance for export, import, transit, transfer, and temporary admission.
- Request for Vehicle Clearance.
- Request for Manifest Registration and the cargo information regulations for export.
- Request for Guarantees/Deposits Claims and Refunds in case of suspended customs duties.
- Request for Appeal: to challenge a decision or proposal made by Dubai Customs.
- Request for Customs Opinion to offer clients recommendations and advice.
- Request for Letters and Certificates for customers wishing to inquire about their transaction log.
- Request for Transactions Report with details about previous transactions or the status of present ones.
- Request for Awareness and Training Courses by customers wishing to have more information about the rules and regulations of Dubai Customs.
- Submit Complaints, Suggestions, and Enquiries about the services of Dubai Customs.
- Submit RAFED Information to Dubai Customs in order to maintain public safety and fight corruption as well as suspicious practices.
- Request for Customs Audit: whereby customers can obtain reports on the status of goods as per the Dubai Customs records.
- Request for Trade Agency Registration: to allow a customer to file a complaint to protect the rights of the agency.
- Contact Director General: a service that serves as a direct channel for contacting the Director General.
- Request for Inspection: a service that allows a customer to schedule the inspection of their cargos.