DHL Express Saudi Arabia - Innovation in Technology Management, Planning & Implementation

Company: DHL Express Saudi Arabia
Company Description: key facts that make us second to none in the Kingdom; DHL Express Saudi Arabia has the strongest & widest international express logistics infrastructure coverage in the Kingdom. . Market leader with more than 58% market share.+550 vehicles and a reach to +300 locations Kingdom wide. won 2015-2019 "Top Employer", 2015,2019 "Great Place to Work" 2018 " Best place to work in" awards and many more
Nomination Category: Technology Categories
Nomination Sub Category: Award for Innovation in Technology Management, Planning & Implementation - Other Service Industries

Nomination Title: Electronic Shipping Solutions (ESS) Department  

Provide an essay of up to 625 words describing the nominee's innovative achievements since July 1 2018:

>> Introduction:

DHL Saudi launches paperless trade (aka PLT Solution) solution to DHL customers requiring customs clearance for export and import shipments at destination. This DHL optional service providing the ability for customers to send DHL their customs related documents (import/export commercial Invoice) electronically eliminating the need to print and attach customs paperwork physically to the shipments.

>>The Team:

Electronic Shipping Solutions (ESS) team made of 4 expert members is always in the pursuit of meeting customer’s expectation by reaching out to customers to utilize out of the box innovative PLT solution. The team currently consists of 3 agents led by their manager Shoaib Javed who has been with DHL for 15 years and received the Country Manager award in 2016.

>>Awards Received:

•Shoaib Javed, Nationwide Country Manager Award for 2016 also nominated for Nationwide Employee of the year in 2007 & 2015).
•Mansoor Ali Malik, Nationwide Employee of the year award for 2018 (Nominated for Company Employee of the Year 2017).
•Mansoor Ali Malik ,Nationwide Employee Of The month Award for 2018 , 2019
•Norah Abunayyan, Nationwide Employee Of The month Award for 2019
•DHL KSA Wins IT Excellence Award for the Year 2018
•CIO Award: BIT Employee Recognition 2019 Winners – Shoaib Javed & Jasim Fahad from SAUDI IT

>> Achievements: (see attachment)

This team was able to achieve all DHL global KPIs thought the entire 2017 ,2018 and 2019 with commitments aim to drive efficiency and improve quality of services we provide

- Achieved to convince 302 customers to use and sustain PLT service.
- Impact more than 74,000 shipments via PLT in 2019 versus 61 shipments in 2018
- Internal efficiency impact of 248 man hours avoided handling paper.
- More than 149,000 paper printing avoidance.

Considering the fact of an average tree produces about 10,000 sheets of paper , DHL efforts in 2019 with PLT has saved about 15 trees and contributing to saving the environment by leaving the earth 15 trees more greener than its supposed to be now, thanks to DHL Go-Green vision.

In addition to the above highlight of 2018 the team also achieved MENA regional stretched KPIs set to challenge the Saudi team into peaking performance. The ESS team works across the kingdom and with cross border countries to achieve satisfaction. The primary objective of the ESS team is customer centricity, with this objective in mind the ESS team has been successful to provide customer seamless shipping experience via our standard and tailor solutions.

>>VOC-Voice of The Customer (see attachment for figures)

With Internal & external customers enjoying the benefits of PLT marvelous feedback had been received hailing fruits of saving the environment and improving work efficiency. This feedback has and will continue to boost the confidence of the team proves the right direction. DHL Saudi ESS team is committed to deliver excellence to our customers. Demonstrating elevated examples of Knowledge, Politeness and helpful attitude. Will not be ordinary if DHL Saudi team is declared the best ESS team in the IT community in MENA.

>>Summary:

Measuring the “Voice of the Customer" the technology, skills and good will provided by the ESS & IT team distinguishes them as the beacon of IT direction in the MENA Region. The team marches on to distribute excellence to their customers, colleagues and achieve fantastic results which are clearly evident by the rewards received in the MENA region and country performance management. Therefore the “Electronic Shipping Solutions (ESS) Department Of The Year” award will be the crown jewel acknowledging the smart work and green vision of this department.