Project Details
SMART WORKSPACE SYSTEM
Initial situation & Problem
max. 300 signs
Project Targets
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At Dubai Customs as well as other Customs departments in the world, trade policies and procedures mandate the customer to
declare detailed information about import and export of goods. Some of the key issues related to Declaration Services can be
summarized as follows:
- In the entire trade supply chain, the customers have to perform a number of steps as well as intensive data entry
transactions, which is cumbersome for them to manage.
- As per Dubai Customs’ past data analysis, 75% of customers take 15 to 20 minutes to file a single declaration.
- After all, our core services are required, and for the customer they are intensive and repetitive in terms of the large
number of fields to be filled again and again.
- The above, and many other issues may cause repetitive data entry and errors, resulting in increased cost for
customers as well as loss of precious time.
The project, Smart Workspaces (SWS) was started with the objective to transform the user experience and provide more
intelligent and customer centric convenience by providing a simplification layer on top of existing smart services, thus enabling
the customer to perform the transactions efficiently on any device, anytime and anywhere.
Generally speaking, Smart Workspace’s vision aims the following:
- Provide an excellent user experience
- Raise of Customer Satisfaction on our services by end of 2017 to reach 95%.
- Reduction in the average transaction time by 80%.
- Increase declaration submission throughput for customers by around 300% or more.
Approach & Strategy
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Project Description
max. 1000 signs
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Enable customers to submit error-free information so that they can avoid potential fines and additional overhead.
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Carefully listening to customers’ pains and requirements.
To engage the customer as early as possible in the project.
Benchmarking with top relevant service providers.
Engaging experts from consulting Advisory/Consultancy companies in the User Experience domain.
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Our tools included the following:
o Customers’ informational events
o Site visits and surveying.
o Face-to-face and remote interviews.
o Conducting targeted electronic surveys.
The Smart Workspace (SWS) is and initiative that started by Dubai Customs with the objective to transform the user experience
and provide more intelligent and customer centric convenience by providing a simplification layer on top of existing smart
services, thus enabling the customer to perform the transactions efficiently on any device, anytime and anywhere.
SWS consists of multiple productivity tools that enables customers to perform Dubai Customs’ services on our platform
(Mirsal-II) in an efficient and simple manner. The first release has introduced “My Templates” and “My Favourites” features
out of many planned for future.
The owner or administrator of the company (Customer end) assigns the “Smart Workspace” service to existing users in order
to utilize its features.
Smart Workspace is unique idea in the Trade and Shipping space. Dubai Customs is the first customs organization in world to
implement it.
Early positive feedback and adoption from customers have encouraged us to plan and add more and more features.
Dubai Customs’ vision is to make Smart Workspace the new habit of customers. Therefore it is being developed and
implemented as core service and accordingly will be included in the continuous improvement cycle.
SWS is providing the following features to the customers:
My Template:
My Template feature will allow the Customer to save a Transaction (new or existing) as a Template. This template can be
reused to create new Transactions.
My Favourite:
My Favourite feature enables the customers to mark any Submitted Transaction as a Favourite Transaction and quickly
navigate to it whenever required without searching. Further “Favourite Transaction” can be for creating new transactions and
templates.
My Frequent:
My Frequent feature provides the search tool to customers to create and manage the criteria for their Frequent Transactions.
It provide also the basic Trend analysis based on the given criteria.
Predictive Services
Predictive service feature determines the next possible logical steps based on the current state of the customer’s transaction
and present the option to execute next logical transaction in a user friendly manner.
Dashboard
Dashboard provides various statistics and trend analysis about the customer’s transactions in a single view. The information
gets presented using visual charts, graphs and visual widgets. It also allows quick selection and navigation to the particular
transaction item.
Furthermore, and in order to enhance the customer experience on integrated services, the “Declaration Assistant Wizard” was
delivered. This wizard aims to help customers in identifying their Customs “Declaration Type” to be used for their
inbound/outbound movement.
SWS service is provided through several channels including desktops and mobile devices such as tablets and smart phones.