SURVEY: FOREIGN INVESTORS WITH POSITIVE EVALUATION OF TIDZ SERVICES
Foreign investors positively evaluate the services and communication with the Directorate for Technological Industrial Development Zones (TIDZ) shows the Analysis of measuring customer satisfaction of the TIDZ which was conducted for the first time.
The average grade point for TIDZ obtained by all users is 4.42 out of 5. Companies value the timely sharing of information and the accuracy of the information provided by the institution. At the same time, a high score of 4.61 was given for the knowledge, skills and ability of the employees, while the detailed handling of the requests was rated with 4.4. Regarding the speed of acting upon a submitted request, the users of TIDZ give an average score of 4.
The analysis was conducted within the process of certification of operations according to international ISO standards. The results of this analysis provide guidance for further improvement of the services and the work of the Directorate. Within the ISO process, TIDZ also implements certification for ISO 37001:2017, an international standard that is applied for the establishment and implementation of the system for dealing with corruption. The introduction of ISO standardization includes the employees, the persons engaged in the TIDZ and other persons related to the institution in the implementation of activities related to the timely recognition and prevention of bribery and corruption, as well as the improvement of the work process of the Directorate.
TIDZ is constantly working on mechanisms to improve services for companies. A year ago, a new customer care system was introduced, the so-called “One Point System” which aims to provide easier access to services for companies and personalized support for their requirements and needs in the pre- and post-investment phase. The system includes three pillars – access to services from TIDZs, access to services from other state institutions and connection with entities in the local markets. In 2021, within this system, a total of over 700 requests from the users of TIDZ services were processed.
The process of certification and implementation of ISO standards started seven months ago and is expected to be completed by the end of April 2022.