While transforming into the first 100% smart government department, Dubai Customs has adopted an accurate and complete approach to delivering smart services. The Department attached great significance to examining and analysing all details and criteria for delivering services, followed by the implementation of SMART services delivery criteria: Seamless, Multichannel, Accessible, Reliable and Timely, offering customers a unique experience in using services that are smart in every aspect and in the complete and accurate smart approach of delivering services.
Juma’a Al Ghaith, Executive Director of Customs Development Division at Dubai Customs, said that the Department was committed from day one after the Smart Government Initiative was launched by H.H. Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice-President, Prime Minister and Ruler of Dubai, to adopt an accurate and complete approach to delivering smart services, by focusing on all aspects within the framework of transforming into a smart department, leading to making all services available through mobile phones and working towards ensuring a complete transformation in all work aspects, values and practices to deliver best smart services in a seamless and reliable manner.
In terms of providing services seamlessly, Dubai Customs is keen on providing simplified services, starting with request submission and tracking till the service is delivered without any delay or complications. Users should be able to submit their requests and obtain services in the least possible number of steps. Dubai Customs strived to have its mobile site design conform to customers’ requirements in regard to easy use and fast response to submitted requests.
The mobile site was designed to be compatible with all smart devices, regardless of their screen sizes. The site’s interface features smart windows that offer direct access to services and incorporate a brief explanation of each service and a link to submit a request for the service that must be filled out by the user.
Moreover, Dubai Customs offers its services through multi-channels, including Dubai Trade portal which provides a one-stop window for a complete range of trade and logistics services offered by concerned authorities, to connect these entities and form a seamless flow for transactions that was designed based on customer requirements, with the aim of obtaining customer satisfaction.
Dubai Customs services are offered through mobile phones and smart tablets by downloading a special application from Google Play and other programmes. Moreover, the Department delivers its services through the B2G channel, which is a leading project in electronic transactions between the private and public sectors. It allows private sector companies with high volume customs transactions to submit declarations online from client’s system to Mirsal 2 with easy transactional processing and secure E-payment taking place directly between both parties. In addition, Dubai Customs offers its services through its website.
In terms of accessibility, Dubai Customs services can be accessed anytime anywhere, as they are made available 24/7, 365 days a year. Moreover, they can be accessed using all major web browsers, namely Safari, Explorer, Chrome, Firefox, and others. Smart devices used to access these services can run on iOS, Android, Windows in addition to other operating systems.
Dubai Customs services are highly reliable and accurate, as they are provided through a top-notch integrated smart system that features highest accuracy and security standards.
Regarding the timely completion of services, Dubai Customs smart services are processed and delivered within a maximum of two hours, if provided information are complete and valid. A follow-up system for requests submitted by customers was developed for the purpose of ensuring these requests are promptly received by relevant employees on their smart phones. After receipt, confirmation text messages and emails are sent to users to inform them that their requests are being processed and notify them of the time it will take to deliver the requested service depending on its type. Afterwards, requests are processed according to execution procedures, ensuring that services are delivered to customers on the scheduled date.
To access these services through your mobile phone’s browser, you can login to http://mobile.dubaicustoms.ae
Services can also be downloaded from Google Play and Blackberry