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

The study included a survey of clients’ trends, a msytery shopper research and a community study conducted by the Dubai Government Excellence Program. 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. This follows the wise vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice President, Prime Minister and Ruler of Dubai and the directives of His Highness Sheikh Hamdan bin Mohammed bin Rashid Al Maktoum, Crown Prince of Dubai and Chairman of the Executive Council.  

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

The Land Customs Center Management encourages and motivates its 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, H.E. 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 center to congratulate them on their brilliant achievement.

Musabih highly commended the center 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 7 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 Centers, 7 Stars) project, which aims to raise the rating of the client service centers 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.

On his part, Humaid Mohammed, Director of Land Customs Center Management thanked H.E. Ahmed Mahboob Musabih, Director General of Dubai Customs and the delegation for their visit stating that this positive gesture will help them keep up the good work. He said the Management has launched a number of initiatives to raise clients’ happiness including (Thank you) initiative, which targeted the Management’s clients and aimed at boosting positivity within the workplace.   

Source: Dubai Customs