Dubai Customs awarded The International Standard for Service Excellence by British Standards Institution

As part of the audit and assessment procedures carried out by the British Standard Institution (BSI) in DC’s Customer service centers, three new customs centers bagged The International Standard for Service Excellence (TISSE), following a number of other customs centers that have been audited, assessed, and then awarded this internationally accredited certificate in 2014. The three awarded centers are Al Hamriya Port Center, Port Rashid’s Customer Service Center and Dubai Multi Commodities Customer Service Center.

Dubai Customs is the first customs department in the world to be awarded the International Standard for Service Excellence. Last year, Dubai Customs’ main building as well as five customs centers successfully completed the assessment processes carried out by the BSI and acquired TISSE, thanks to its excellent and advanced performance, not to mention providing the best customs services, in accordance with its strategy aiming to fully please and satisfy the customers.

“The fact that these three customs centers bagged TISSE in 2015, and the main building and other five customs centers also bagged this accredited certificate in 2014 primarily proves that Dubai Customs plays a leading role among the world’s customs departments,” Ahmed Abdul Salam Kazim, the Director of Strategy & Corporate Excellence stated. “Such recognition is undoubtedly a notable achievement. Clearly, Dubai Customs now reaps the harvest of the development, upgrading, and smart transformation processes previously carried out. Aiming to achieve high quality and corporate excellence and provide the world’s latest customs systems and technologies, Dubai Customs applies the top standards and qualifications, in line with Dubai Government’s plan of full smart transformation, ” Kazim added.

Samira Abdulrazzak, Senior Manager of Quality Assurance at the Strategy and Corporate Excellence Department, asserted that this new achievement, among others, proves how keen Dubai Customs is to promote and develop its customs services and systems in accordance with the world’s latest accredited standards and measures, and in line with DC’s strategy aiming to strengthen quality, innovation, and corporate excellence. Abdulrazzak also hailed the performance of the team assigned to update DC’s various procedures, polices, and processes to comply with the International Standard for Service Excellence.

“Excellence has become a daily practice at Dubai Customs,” Abdulrazzak said. She also pointed out that this milestone comes as a result of the significant, concentrated efforts exerted in the recent years in order to improve the quality of customs services and procedures and to save customers time and costs. Dubai Customs primarily aims to please and satisfy about 180,000 customers who are served in 22 inland, sea, and air entry and exit points across Dubai.

It’s worth mentioning that TISSE is the world’s first global standard for customer service in major institutions, aiming to assist such institutions to manage and improve the quality of their services.

In 2014, DC formed a team of 15 members to perform TISSE-related internal audit procedures including its departments and relevant customer service centers with no need to assign an external advisory entity. Many initiatives were also launched to improve the work environment and the quality of services provided in terms of customer satisfaction and corporate social responsibility.