First step towards winning Customer Service Standard certification
Dubai - The Business Registration Division at the Department of Economic Development (DED) has started implementing a unique "Customer Service Standard" (CSS) model to enhance its standards of customer service. Developed by Ethos Consultancy, the model is the first step by DED towards acquiring the "Customer Service Standard (CSS)" certification. Following its successful roll out at the Business Registration Division, the new model will be applied to all other departments at DED.
The CSS is built around a customer oriented model whereby organizations focus their businesses on customer-related issues to yield better performance results. Organisations implementing the CSS model, when ready, are then assessed by one of the world's leading accreditation firms to determine their worthiness to achieve certification. Certification re-assessment re-occurs every two years and organisations can improve their performance by reaching higher levels of CSS performance.
"As a government department that continuously interacts with the members of Dubai's business community, the DED is constantly on the lookout for ways to enhance the services to its customers," said Mr. Ali Ibrahim, Deputy Director General for Executive Affairs at DED. "The new model implemented at the Department has been developed in accordance with the DED's mission to build a vibrant knowledge and information economy through creative and competent staff. This will help us meet stakeholders' expectations and improve the working methods at the department," added Mr. Ali.
The first phase of DED's action plan for acquiring the CSS certification is focused on offering specific customer service training for its entire staff, a customer education programme developed to assist customers interact easier with the DED, plus process analysis of existing working practices.
Employees at the Business Registration Division have been receiving weekly training on the CSS model and in particular on how to become the first Dubai government department to be recognized for "5 star service." This is one of the communication vehicles by which DED employees will provide excellent customer service through the pillars of meet and greet, communication, respect and thankfulness. This has been built based on the work orientation of 5 star hotel employees.
"DED takes pride in its human resources and we have implemented this model to nurture and develop the competence and expertise of our staff," said Noura Juma, Director of Business Registration Division at DED. "We are the first government department in Dubai to offer this model. We seek to inculcate our employees with dedicated skills, which will enable them to apply their theoretical knowledge to practical work environments. The CSS model offers a flexible way to gain international recognition of skills and help develop careers," added Noura.
"With this well-structured and comprehensive action plan, the DED staff is poised to become the first in the world in implementing a new level of service excellence," said Mr. Robert Keay, Managing Director of Ethos Consultancy. "The staff at the DED's Business Registration Division has taken this project to their heart and they firmly believe in delivering excellent customer service to all their customers," added Mr. Keay.
He added: "The Mystery Shopping programme, also implemented and measured by Ethos, identifies those DED employees who consistently deliver 5 star service. To date 12 staff members have been rewarded for delivering 5 star rated service. They received certificates of appreciation, prizes and 'Star of the Week' badges."
During the next three months, the model is expected to propel the DED forward in terms of consistently delivering top-notch customer service.
-Ends-
About Department of Economic Development (DED)
The Department of Economic Development (DED) was established in March 1992, with the objective to organise, regulate and boost trade and industry within the Emirate of Dubai. The DED has moulded its mission of building a futuristic establishment, in accordance with the vision of the Government of Dubai and in the light of globalisation and the requirements of a digital economy. One of its key functions is to encourage local and foreign investments in commercial and industrial projects, and create the appropriate environment for investors.
The DED's other functions comprise a wide range of regulatory activities including the preparation and maintenance of a commercial register and the supervision of all organisations. The DED is responsible for regulating the affairs of commercial agents and brokers and commercial advertising offices, in addition to overseeing and controlling the insurance industry in the Emirate. Examining the participation of the government in the private sector and representing the government in companies where it has a stake, also comes under the purview of the DED.
For further information, please contact:
Hicham Amrani
Nafisa Marzouki
ASDA'A Public Relations
Exclusive Affiliate of Edelman PR Worldwide in Middle East and North Africa
P O Box 28063, Dubai, UAE
Tel: (971 4) 3344550
Fax: (971 4) 3344556
Email: h.amrani@asdaa.com
Email: n.marzouki@asdaa.com
© Press Release 2007
