Dubai: With 80 million passengers projected to pass through Dubai International Airport by the end of 2015, Dubai Customs has devised big measures to facilitate seamless airport procedures for passengers by introducing the best innovations, custom officials said on Tuesday.
At their first Government Innovation Lab, organised by the Passenger Operations Department of Dubai Customs on Tuesday, over 300 new ideas and initiatives were generated by custom officials, with the help of experts and supply chain partners, to improve the customs experience for air travellers and ensure their happiness.
Ahmad Mahboob Musabih, Director of Dubai Customs, said 14.4 million tourists are expected to visit Dubai by end of this year and air freight capacity passing through Dubai expanded to 1.853 million tonnes in the first nine months of 2015, which necessitates focusing on expediting customs formalities at the airport.
“As tourism, aviation and foreign trade continue to prosper in the UAE, such milestones and breakthroughs serve as a springboard for the upcoming development stage, which will equip us to turn challenges into achievements. We should take part in placing the UAE [in the list of] the top 10 most innovative countries, currently led by Switzerland,” he said.
During the brainstorming sessions, different teams collaborated to discuss fresh ideas and possible innovations with the ultimate aim of “making people happier” by boosting Customs service at Dubai airports. Discussions revolved around three main themes: Achieving “Community Happiness”, “Customer Happiness”, and “Employee Happiness”. The best nine initiatives were then presented.
With the scheduled Expo2020, which in itself will attract 25 million tourists, Musabih said that innovation and ensuring happiness of all three segments is at the core of Dubai Customs’ vision.
“We are looking at striking a balance between facilitation and security because they are equally important to us,” said Ahmad Abdullah Bin Lahej Al Falasi, Director of Passenger Operations, Dubai Customs. “In a city like Dubai, where everything is moving fast and advancing, creating sophisticated services for passengers is vital to keep up with this progress.”
With the introduction of inventions like the smart customs inspection system — now operational in Terminal Three — and other superior services being developed, Al Falasi said that “such innovations ease operations and save time for both employees and passengers. They also give tourists a good impression of the city.”
The best nine initiatives were presented at the end of the session and will be developed to ensure customer satisfaction.
BOX:
The nine initiatives presented to facilitate seamless airport procedures:
1. “The Happy Passenger” initiative to facilitate and simplify passenger procedures.
2. “Reach Us — Dubai Customs” initiative to raise awareness globally about Dubai Customs’ passenger procedures and regulations, including through major airlines, tourism companies, travel websites and entertainment screens on board Dubai-bound flights.
3. “Event Team” initiative to communicate and coordinate about exhibitions and conferences taking place in Dubai that require (temporary) importation and clearance of special goods designed for exhibition at such events.
4. “Smart Friend of the Disabled” system to track the movement of disabled passengers and facilitate their entry procedures by giving them priority in luggage inspection and clearance, in order not to minimise their waiting time.
5. Creation of Special Needs Committee from all airport stakeholders.
6. “Customs Security Ambassadors” initiative.
7. “Smart Learning Oasis” initiative — an online interactive forum through Dubai Customs intranet that incorporates specialised trainers and professionals from various areas of Customs business to train and educate employees online.
8. “My Experience ... My Qualifications” initiative – an academic recognition program whereby inspectors’ years of work experience are equated with an academic degree, e.g. Bachelor’s degree or diploma.
9. “Happiness Points” initiative to motivate, encourage and reward members of staff for accomplishment of training, learning, participation, innovation and outstanding achievements through a system of points corresponding to monetary and in-kind rewards.
