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Drydocks and Textiles centre tops Customs Happiness Survey in 2020

Dubai Customs’ Drydocks and Textiles centre topped the government service centres in the 2020 Dubai Customs Happiness Survey scoring 98.4%.

The study included a survey of clients’ trends, a mystery shopper research and a community study conducted by the Dubai Government Excellence Programme.

The achievement is the result of good governance and the strategic plan followed by the Land Customs Center Management, which is part of Dubai Customs’ strategic plan that targets developing and facilitating services.

Dubai Customs has automated its customs procedures adopting the latest and most advanced technologies and fulfilling all the requirements of the Excellence Programme including the Fourth Generation and the World Star Rating System.

The Land Customs Center Management encourages and motivates people to ensure loyalty and high performance. In 2020, the management completed around 1,120,000 transactions, 30,157 inspection requests, and 934,624 customs declarations.

Dubai Customs provided 99.3% of its services in 2020 through smart channels.

Following the announcement of the results, Ahmed Mahboob Musabih, Director General of Dubai Customs and a delegation which included Abdullah Mohammed Al Khaja, Executive Director of Clients Management Division, Abdullah Busnad, Executive Director of Customs Inspection Division, Mohammed Al Muaini, Consultant, Customs Affairs visited the centre to congratulate them on their brilliant achievement.

Musabih highly commended the centre for their high performance during the last year despite the challenge posed by the spread of Covid-19 pandemic. He called on them to keep up the good work and work even harder to achieve the goals of Dubai Customs Five Year Plan 2021-2026.

The plan will target exceptional performance and better brand reputation to maintain Dubai Customs leading position worldwide.

“I am proud of your achievement, which confirms that we are walking in the right path fulfilling the leadership’s vision of making Dubai Government a benchmark for the best practices in client happiness and excellent services,” he said.

Along the same line, Abdullah Mohammed Al Khaja said Dubai Customs experience in client happiness follows the guidelines of Dubai Government vision of providing excellent services and making happiness a national objective.

He stated that Dubai Customs developed a client relationship strategy with a 360-degree vision to cover clients of all categories.

“The development plan relies on an internal Mystery Shopper system to spot weaknesses and strengths, and the Client Care strategy, which stands on seven main pillars and aims at assessing and measuring performance of front desk employees,” he stated.

Abdullah Busnad, Executive Director of Customs Inspection Division thanked those in charge at the Drydocks and Textile Center for their incessant efforts to make their clients happier and to provide them with the best services despite the spread of the pandemic.

“Dubai Customs launched (Our Centres, 7 Stars) project, which aims to raise the rating of the client service centres on the World Star Rating System. In 2021, the plan will specify all the development opportunities, which will be applied through 35 new initiatives that will cover strategic linkage, communication, and development of services,” he said.


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