As a result of transforming and being recognized as the first 100% SMART government department, Dubai Customs conducted a survey on its SMART services which were released earlier on October 3rd. The satisfaction survey indicated that DC’s services are 90% Seamless, 100% Multi-channelled, 84% Accessible, 89% Reliable and 82% Timely. Overall, DC’s customers are 88% pleased with the mechanism through which the services are delivered.
These figures reflect the success of DC in developing an accurate and complete approach to delivering smart government services, based on gathering all components of transforming services into the SMART model within a unified SMART concept: Seamless, Multichannel, Accessible, Reliable and Timely. DC is committed to 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 Ghaith, Executive Director of Customs Development Division at Dubai Customs, said that the number of customers who opt for mobile-enabled servicers is rising every week, reflecting smart services accessibility to customers and their satisfaction of DC mobile-enabled services. Al Ghaith underlined that the survey conducted by the Department after the roll out of smart services came back with positive results. DC works nonstop to enhance and develop services’ delivery mechanism in compliance with customers’ requirements.
Prior to the release phase, the process of transforming into a smart department has comprised a number of phases, including the customers questionnaire on their favourite service delivery channel which showed that 100% of surveyed customers prefer the mobile phone channel over the rest. In view of these findings, DC’s 19 services were all transformed into smart ones and became accessible through mobile phones as well as Dubai Trade portal.
Dubai Customs works on upgrading the smart services delivery by thoroughly studying customers’ needs, constantly adding new services and developing technical support to customers.
The Department has also provided employees assigned to process smart services requests with the system on their mobile devices and trained them on how to use these devices appropriately to optimize the processes of responding to customers and delivering the services once the request is received anytime anywhere.
The HR Division works on developing employees’ competencies in accordance with the smart government system, as well as training them on the new system. Directors at all departments can monitor the process closely through the follow up system that was internally developed within the framework of the smart government initiative.
a necessary staff performance improvement to enable employees using a top-notched smart government system and training is provided to keep them updated with on-going changes, besides, all line managers and directors in all departments closely follow-up a curate operations progress through the electronic tracking system which was in-house developed within the framework of the smart government initiative.
Accordingly, the Department has also drafted an integrated plan to introduce customers to DC’s smart services and how they help users save time, effort, and costs, and yield much higher revenues, as there will be no need for employees to follow up on customs transactions and these employees can be assigned to other jobs. DC hosts a customer awareness session every month to acquaint customers with the steps for submitting requests for smart services.