Dubai Customs Develops Two Approaches Of Enterprise Architecture And Polls Management

Dubai Customs received on Monday, May 25th, 2009 a delegation from Dubai Courts headed by Doctor Yousof Ali Hamid Al Suwaidy, Director of the Strategy and Corporate Performance Management who learned about a number of programs and approaches implemented at Dubai Customs. The visit comes as part of the cooperation and expertise exchanging initiative among governmental departments.

At the beginning of the visit, Mr. Ahmed Abdul Salam Kazim, Director of Strategy and Corporate Excellence at Dubai Customs has welcomed the Dubai Courts delegation. "This visit sustains the strong relations between the two departments and helps improve mutually implemented programs by exchanging expertise and knowledge. Dubai Customs takes pride in the programs it implements as they are developed internally without seeking any external help. The programs also rely on the extensive experience of the Department’s employees and on their understanding of the clients’ needs and requirements. Therefore, the results are always fruitful and cost effective”, he said.

The Dubai Courts delegation has learned about the most prominent programs adopted at Dubai Customs through a presentation given by the Department of Strategy and Corporate Excellence and the Department of Business Process. Some of the issues that were discusses also include: Enterprise Architecture and Process Management, the department’s methods for conducting opinion polls and its internal and external Satisfaction Surveys system. In addition to discussing Dubai Customs’ Standards of Excellence in relation to the quality of service , environmental policies, workplace health and safety policies as well as several other high standard programs all of which have contributed to Dubai Customs’ obtaining international Excellence Certificates and recognition.

Thanking Dubai Customs and praising its work methodology, Doctor Yousof Al Suwaidy said:" This visit is part of Dubai Courts coordination with other governmental departments aiming for continuous improvement and development in order to achieve Performance Excellence. Therefore, we are keen to know more about the distinguished practices that are applied by Dubai Customs, especially those that deal with managing and developing business and opinions polls systems. Despite the fact that some departments within Dubai Government cater for different clients, in general, there are many similar aspects of the work programs between them, and thus it would be useful to benefit from the wide-ranging scope of expertise that could be applicable from one department to another.”

One of the common aspects that Doctor Yousof Al Suwaidy pointed out was the fact that the Strategy Divisions at both Dubai Customs and Dubai Courts conduct Opinion Surveys programs in cooperation with the Human Resources Divisions in both departments. He said:" The practices implemented at Dubai Customs are exceptional, thus we intend to exchange expertise regarding this in the upcoming future".

The Dubai Courts delegation included Khalifa Mohammad Al Mahrizy, Head of the Performance Management sector, Miss Mariam Bin Lahej, Head of Quality Department, Ms. Mariam Hassan Al Marri, Head of the Polls, Complaints and Suggestions Department and Miss Suhaila Thani Al Mohairy, Officer of Complaints Suggestions. The delegation members were accompanied and received at Dubai Customs by Doctor Ahmad Al Hindawy, Advisor to the Corporate Excellence Department, Mr. Ahmed Saeed Al Khuroosi, Senior Manager of Business Process Department as well as Miss Shamsa Al Raisi, a Study Expert at Strategy and Corporate Excellence division.

The delegation has listened to a presentation on the methodologies implemented at Dubai Customs to conduct and study opinion polls as well as their effect on the department’s annual plans and strategic objectives. Several examples of these surveys which were done with clients, employees, suppliers, strategic alliances or other society members were demonstrated during the visit.

A presentation on the methodology of Enterprise Architecture and Process Management that applies the System Architect technology has been given to the delegation. This system is designed according to the best international practices in the field of Enterprise Architecture and applying it contributed to forming a comprehensive image about the Department. It also prevented the overlapping of tasks between the different organizational units and divisions. The system assists as well in allocating the best cost effective alternatives for Enterprise Architecture by using the simulation feature in the implemented methodology.

At the end of the visit, Mr. Ahmed Saeed Al Khuroosi and Mr. Yousof Al Suwaidy have exchanged memorial gifts and agreed to continue mutual communication and to exchange expertise between Dubai Customs and Dubai Courts in the near future.

Dubai Silicon Oasis Organizes Green Campaign to Mark World Environment Day

Dubai Silicon Oasis (DSO), the region’s premier integrated innovations hub for high tech industry, organized today a green campaign at its premises to mark the World Environment Day on 5 June.Assigned by the United Nations as a worldwide pledge to renew commitments for protecting and developing the environment, the World Environment Day has "Climate Change and Implications" as the central theme for the year 2009. Over 100 countries are anticipated to join this crusade on spreading awareness for combating climate change and preserving the ecosystems.As part of the day’s agenda, employees of the Dubai Silicon Oasis Authority volunteered to clean and plant trees at the property, demonstrating a strong sense of commitment towards the corporate social responsibility (CSR) agenda outlined by the management.Dr. Juma Al Matrooshi, Senior Chief Officer – Corporate Excellence & Support at DSOA from DSOA said: "Preserving our environment is a global priority nowadays, which needs to be highlighted in order to be understood by all our employees and partners. Our involvement in the world environment will reinforce the message."DSOA has been actively involved in global environment related initiatives, including the Earth Day 2009 that saw a network of more than 17,000 partners and organizations in over 174 countries drawing attention to the importance of resource conservation and environmental protection.

Dubai Customs Earns The ISO 10002 Certification For The Second Running Year

For the second running year, Dubai Customs has made an exceptional achievement at Customs organizations level in the Middle East and North Africa by earning the ISO 10002: 2004 certification related to Customer Complaints Handling.

This achievement comes within the series of Dubai Customs previous successes in adopting and implementing best practices related to the business procedures and systems and enhancing the satisfaction of its real business partners; its customers. The earning of the ISO certification is a proof that Dubai Customs is on the right track towards achieving its strategic plan 2007-2011 which considers "improving customers’ satisfaction" one of its key objectives.

Dubai Customs Director General, Ahmad Butti Ahmad, has been granted the certificate during a special ceremony held at Customs main building lately, 2009 in the presence of a number of Dubai Customs Executive Directors.

Dubai Customs has succeeded in earning this international certificate for the second year running and also accrue to the external audits performed by the certification body on the 2nd of April 2009 on the consistency of the procedures followed by the management in handling Dubai Customs’ customer complaints which were incredibly efficient in preventing similar or repeated complaints to be made. This can be done by auditing the system’s documents and files in both Customers Department (Customer Services Development Section) and the Strategy and Corporate Excellence Department (Quality Section) in addition to visiting the Legal Department and Valuation Department which serve as a model for the system implementation.

Commenting on this new achievement, Mr. Ahmad Butti Ahmad said: "Preserving success is not an easy task but Dubai Customs is up to this challenge thanks to its qualified employees and our commitment to our strategic plan 2007-2011 which is in conformity with Dubai Strategic plan 2015 aiming also at enhancing customers satisfaction by offering state of the art services. This is a priority for us knowing that we cannot preserve our great achievements without improving the quality of the services provided to our customers whose number exceeds 80 thousand customers, this can in no way be achieved unless we keep on communicating with them, listening to their complaints and working on resolving them through modern systems that increase their satisfaction level".

Mr. Ahmad Butti Ahmad has congratulated all Dubai Customs employees for this new achievement and extended his gratitude to all those who have contributed to it through their extra efforts and perseverance, hence promoting the level of business responsibility and reflecting organizational loyalty.

The customers complaints system at Dubai Customs has succeeded in decreasing the average of handling one complaint to just one and a half day during the first quarter of the current year. This is a great achievement compared to the 7 days period recommended by Dubai Executive Council. In addition to that, Dubai Customs has also succeeded in both handling complaints on time and increasing customers satisfaction by 100%, which is an achievement that was positively welcomed by all customers.

Dubai Customs was among the previous Customs organizations implementing the Customers Complaint System and providing various channels for receiving such complaints, among which are the Customs website, the communication center, the fax and so forth. By the end of 2007, Dubai Customs started using Dubai Government unified customer complaints system launched by the Executive Council which follows unified procedures in presenting and handling complaints. Thanks to its great experience in this field, Dubai Customs was able to convert the system into a work methodology and aimed at earning the ISO 10002: 2004 system certification related to handling customers complaints, therefore, it has established an internal team who had explored the certification specifications and could set the procedures that would ensure to bridge the gap between the business reality and the certification’s requirements. Moreover, since Dubai Customs was the first government organization in the Middle East and North Africa to earn the certification last year, the system became an important reference to learn about Dubai Customs who was able once more to earn the ISO certification a few days ago.

It is worth mentioning that this achievement was possible thanks to the great efforts of our internal team without the help of any outside consultant agency. The ISO certification for this year comes as an inauguration of the organizational approach in continuous customer services delivery improvement.

Ahmed Butti Ahmed: Applicable Documented Methodologies Are Success Factors For Any Government Department

Mr. Ahmed Butti Ahmed, the Executive Chairman of Ports Customs and Free Zone Corporation and Director General of Dubai Customs opened Thursday 30 April 2009 a symposium on “Documented Methodologies ….. Are administrative burden or a corporate excellence”, which comes as part of Dubai Government Excellence Programme (DGEP) in cooperation with government human resources committee.The symposium was held at Dubai Police Officers Club with the attendance of Mr. Ahmed Nisarat, the General Coordinator of DGEP and about 250 officials as represented by Executive Directors, Directors of Excellence, Quality and Strategic Planning departments and Heads of Excellence sections at 21 government departments in Dubai.While delivering his presentation titled “Methodologies a tool for development or administrative obstacles”, Mr. Butti affirmed that: “the success of methodologies is the basis of prosperity of any department and its business”.Identifying the concept of methodology, he said: “it is a specific method followed by a department and documented to easily be followed by individuals whether being new or old employees.”Mr. Butti pointed out that documented methodologies at any department constitute the basis of business development, continuity and improvement in a way that does not rely upon individuals.“All business methodologies should be cascaded from within the organizational strategic plan and objectives, which in turn are aligned with Dubai government strategy. They should consistently operate with each other to ensure their efficiency,” he affirmed.Stressing on the importance of the element of transparency in connection with business processes and roles of each employee, he said: “there are many methodologies being adopted within Dubai Customs according to the requirements for ensuring business quality and excellence and achieving positive results.”“Methodologies are to be introduced and developed for attaining favorable outcomes that to be shown in clients satisfaction level or generating good customs revenue,” he pointed out.Mr. Butti went on to say that: “we should have aligned and consistent methodologies otherwise their desired objective would never be met.”“Methodologies should easily be implemented and understood by employees taking into account the particularity of both customs and the society including clients’ needs,” he added.“Dubai Customs always uses employees’ experiences constantly interacting with clients being the most qualified personnel for setting up a comprehensive and easy methodology when implemented,” he maintained.Quoting the Reform and Modernization Programme (RMP) at Dubai Customs as an example, he said: “We had good deliverables arisen out from the RMP in line with the World Customs Organization (WCO) requirements. WCO and other visiting European delegates praised our RMP affirming to be the best worldwide.”Mr. Butti urged that each government department had to rely upon its own employees in developing methodologies programmes since such employees deemed to be dedicated, loyal and well informed of clients needs indicating the necessity of having these methodologies assessed and continuously improved.The Director General of Dubai Customs emphasized that Dubai Customs should be capable of adaptation and changing its methodologies whenever required, a key factor of its success saying by example that,:” the global economic downturn forced us to change some of our business processes in a way providing more support to investors and clients.”“Methodologies should not be entirely connected to those who are in charge as their departure may result in gross failure,” he said.“They should be documented and well established for the benefit of business requirements,” he added.“Methodologies may be helpful for achieving the set objectives if found to be logic, flexible consistent and customer focus,” he explained.“playing a key role in contributing to Dubai` economic and social development, improving customers’ satisfaction and loyalty level, sharing best business practices and processes and providing best human resources and technology are the 4 key strategies identified by Dubai Customs to be considered when a methodology is developed,” he said.“in order to ensure success of any methodology, a number of factors are to be taken into consideration, mainly those in charge of methodologies are to be provided with specific processes and roles within a specific timeframe, develop criteria, standards and controls over the those in charge, assess and measure business processes and methodology efficiency through customer satisfaction. Methodologies are to be measurable to ensure continuous reform and modernization,” he maintained.Mr. Butti illustrated by example the consistency of Dubai Customs different methodologies with Mirsal 2, the e-clearance system, which has been aligned with customs internal and external customers training programmes.Against the foregoing methodology success factors, there are other elements, which may hamper the organizational business development.These include complexity and ambiguity of methodologies where employees would find them difficult to implement; initiators may be inexperienced in customs business environment or depending upon foreign methodologies based only on their success at another department or organization.Other factors hampering success and development may involve contradiction with other organizational methodologies, inconsistency with the organizational strategy, lack of training the respective manpower, absence of internal and external dissemination or no effective implementation follow-up.Mr. Butti underlined the necessity of continuous reviewing, implementing and assessing methodology effectiveness.Areas of weakness are to be identified with the objective of removing them and ensuring constant improvement and development.Answering the questions raised by the attendance at the end of his presentation, Mr. Butti underlined the necessity of transparent methodologies, clear empowerment of managers, head sections and the employee as well ass measurement and assessment indicators in place.“Dubai Customs implements a successful suggestion and reward scheme through which employees contribute to develop customs business,” he indicated.Mr. Ahmed Nisarat expressed DGEP gratitude to Mr. Ahmed Butti Ahmed for opening the symposium and delivering a valuable presentation.“It was a profound and simple presentation enhancing awareness about methodologies and success factors to be provided,” said Mr. Nisarat.Mr. Nisarat lauded Dubai Customs significant role in serving local economy and society.“It is the mother of departments in Dubai and the most ancient among them,” he said.
 

Dubai Customs Takes Great Interest In Social Development Issue

Dubai Customs has reviewed its effort in the area of social work while taking part in the First Arab Forum on Corporate Social Responsibility being held by the Arab Administrative Development Organization in Sharjah from 13 – 15 April 2009.On the first day of the forum, Mr. Ahmed Abdul Salam Kazim, Senior Manager of Strategy and Corporate Excellence department at Dubai Customs highlighted Dubai Customs experience by delivering a working paper titled “ Society development … an ethical responsibility for Dubai Customs”.Mr. Kazim in his working paper affirmed that Dubai Customs takes a great interest in social development being one of its strategic objectives abreast with the economic responsibilities.“The contributions by Dubai Customs in this respect had positive social and economic implications”, he said.The Senior Manager of Strategy and Corporate Excellence pointed out to the assertion by HH Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai that: ‘Charitable work needs supporting organizations and higher level administrative experiences as well as planned efforts to identify charitable work associations and deliverables with the necessity of consolidating efforts to strengthen Arab cooperation in this area whether at corporate or individual level”.Mr. Kazim went on to highlight key social responsibility perspectives at Dubai Customs, which include but not limited to; human resources development, providing conductive work conditions, preserving the environment, organizing awareness workshops and lectures about IPR and risks of counterfeited products to the economy and public health, providing accurate clients information and clearing their transactions through systems that greatly satisfied them, organizing recreational trips for special needs and elderly people, sponsoring sports activities, transparency in disclosing information and adopting corporate governance system including advanced health and safety rules.“Aspects of social responsibility are positively reflected upon Dubai Customs image, ability to attract employees and clients, increasing productivity and nature of its relationship with the relevant public and private organizations,” he said.“The activities being carried out by Dubai Customs in connection with social responsibility come in line with Dubai government strategy where “social development” constitutes a prominent section. Different aspects of social responsibility are considered as well to be significant criteria within DGEP,” he pointed out.Mr. Kazim affirmed that, “Dubai Customs is keen to implement such criteria carefully whether in the area of developing corporate vision and values in a way reflecting the organizational stance towards social responsibility or forms of interacting with all respective social groups having its policy and strategy built on their needs and requirements, plans and develops human resources as to ensure ethics and fairness in selecting competencies and manages property in a manner that preserves environment.”Dubai Customs observes measuring social work results in order to attain best standards. Many aspects of the studies being conducted relate to the society, clients, suppliers, stakeholders and employees` needs, expectations and satisfaction.Dubai Customs conducted a study on society satisfaction with social activities and initiatives launched in 2008. 85% of almost 1000 respondents including citizens and expatriates found to be satisfied.Mr. Kazim stressed that Dubai Customs is keen to continue in its social initiatives and improve customers and society satisfaction level.“The organizational strategic vision is based on two key perspectives i.e. to contribute by playing a major role in Dubai’s economic and social development and ensure clients satisfaction and loyalty. The enhancement of UAE nationals’ role in labor market and social life is observed as well,” he explained.The Senior Manager of Strategy and Corporate Excellence at Dubai Customs highlighted some of the organizational initiatives launched over the past period.The fishing harbors development initiative was launched with the aim of reviving Dubai` heritage, supporting fishing profession and providing a new tourism resort.The establishment of a high profile child care center at Dubai Customs was another initiative aiming at providing social welfare for working mothers and enabling them to strike the balance between their business and family life leading to increase in female employees’ productivity.The 3rd initiative, which had a positive social and economic impact, was the establishment of a dedicated IPR department before 4 years ago. It contributed to control counterfeited products by enhancing customs inspectors’ awareness about such products and improving their proficiency in distinguishing them from genuine products. It played as well a major role in developing the local economy and supporting worldwide manufacturers and brand owners confidence in the organizational appropriate measures.The IPR department organized a number of educational workshops for different social groups dealing with risks of counterfeited products to the public health. It launched in cooperation with the Ministry of Education the IPR Award allowing government and private schools to take part.Dubai Customs launched this year a nationwide campaign for protecting wildlife including endangered fauna and flora. The campaign covered schools, shopping malls, Dubai international airport, global village and other complex areas.Mr. Kazim affirmed that such initiatives come as part of Dubai Customs social responsibility and in line with Dubai government overall strategy, which stipulates the necessity of enhancing social work.