SDTPS secures ISO for complaints customer, charter systems

Leadership highlights transparency and trust

His Excellency Engineer Hamad Juma Al Shamsi, Member of the Executive Council and Chairman of the Planning and Survey Department, said the certification crowns the department’s continuous efforts to develop an integrated complaints management framework. He noted that this framework ensures the highest standards of transparency, fairness, and prompt response, alongside the adoption of a clear customer charter that defines mutual obligations and strengthens trust between the department and its customers.

Customer satisfaction at the core of strategy

He added that achieving these international standards reaffirms the department’s ongoing commitment to enhancing institutional performance and embedding a culture of excellence in service delivery. He stressed that customer satisfaction is a central pillar of the department’s strategic plan, supported by multiple development initiatives aimed at improving service quality and elevating government performance.

Continuous improvement and institutional excellence

For her part, Aisha Bouharoun, Deputy Director of the Customer Relations and Follow-up Department at the Planning and Survey Department, said the achievement of the two certifications contributes to improving institutional efficiency and reinforcing a culture of continuous improvement. She noted that this milestone positively impacts service quality, raises customer satisfaction levels, and supports the department’s drive toward institutional excellence and the advancement of government services in line with the highest international standards.