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The Stakeholders Management Department at Abu Dhabi Customs, under the visionary leadership of the Division Director for Development & Strategic Planning, has made remarkable strides in enhancing the organization’s strategic partnerships and service delivery from 2022 to mid-2024. The department’s accomplishments are not just numbers; they reflect a commitment to excellence, innovation, and collaboration that positions Abu Dhabi Customs as a leader in the customs and trade sector.
One of the department's crowning achievements has been the establishment and maintenance of over 32 Service Level Agreements (SLAs) and 24 Memoranda of Understanding (MOUs). These agreements exemplify Abu Dhabi Customs’ dedication to fostering robust, cooperative relationships with strategic partners. By clearly outlining expectations and deliverables, these agreements have facilitated smoother operations and enhanced service delivery, reinforcing the importance of collaboration in achieving mutual goals.
A significant milestone for the department was the achievement of the ISO 44001-2017 certification, a global standard for collaborative business relationships. This certification underscores the team’s commitment to excellence in stakeholder engagement and collaborative processes. It serves as a testament to the structured approach the department has adopted in managing partnerships, ensuring that all stakeholders are aligned in their objectives and responsibilities.
The Stakeholders Management Department has also shown a remarkable increase in organizational maturity, which rose from 67% in 2022 to an impressive 90% in 2023. This growth is indicative of the team’s proactive approach to addressing challenges and improving processes. Key initiatives that contributed to this increase include the centralized handling of requests, which streamlined operations and improved response times. The implementation of the Account Manager initiative has further enhanced the management of relationships with strategic partners, ensuring that each partnership receives the focused attention it deserves.
Monitoring and tracking key performance indicators (KPIs) related to SLAs has been another critical focus area. By establishing clear metrics for success, the department has been able to evaluate performance effectively and make informed decisions that drive continuous improvement. The integration with other governmental agencies (OGAs) has also played a crucial role in enhancing operational efficiency and ensuring that processes are aligned across different sectors.
Collaboration with academic institutions such as Zayed University and Mohamed bin Zayed University of Artificial Intelligence has introduced innovative solutions and research-driven approaches to stakeholder management. These partnerships not only bring fresh perspectives but also help in cultivating a culture of innovation within the department. The team’s commitment to leveraging academic expertise underscores the importance of staying ahead in an ever-evolving landscape.
The Stakeholders Management Department has prioritized communication and feedback mechanisms, achieving an impressive 88% satisfaction rate among strategic partners. This high level of satisfaction is a direct result of the team’s dedication to understanding partner needs and responding effectively to inquiries and feedback. The 100% closure rate for inquiries further illustrates the department’s commitment to excellence in service delivery. By ensuring that every inquiry is addressed promptly, the team fosters trust and reliability among its partners.
Looking ahead, the department is focused on expanding its network of partnerships, which have grown from 34 to 70 structured partnerships during this period. This growth reflects the department’s strategic approach to stakeholder engagement, emphasizing the importance of collaboration in achieving broader organizational objectives. By nurturing existing relationships and seeking new opportunities for collaboration, the Stakeholders Management Department is well-positioned to drive future success.
In conclusion, the Stakeholders Management Department at Abu Dhabi Customs has set a benchmark for excellence in stakeholder management through its innovative approaches, commitment to continuous improvement, and focus on strategic partnerships. The achievements from 2022 to mid-2024 not only highlight the department's effectiveness but also reinforce Abu Dhabi Customs’ reputation as a leader in the industry. By fostering collaborative relationships, enhancing organizational maturity, and prioritizing partner satisfaction,
Nomination Title: The Stakeholders Management Team (The Stevie Awards)
