DEWA secures 1st position globally for Customer Experience

By Amirtha P S, Desk Reporter
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State-owned Dubai Electricity and Water Authority (DEWA) has secured the first global position by scoring 100 percent in implementing the requirements of the International Customer Experience Standard (ICXS2019).

The specialized team from the British Standards Institute (BSI) officially revealed the achieved global result, emphasizing that DEWA maintains the category of ‘Internationally Distinguished Services’. 

The auditing process included virtual visits and tours as well as the direct broadcast of the centers that were evaluated using the latest technologies and communication mechanisms. The evaluation process also considered the preventive measures implemented by DEWA for the safety of its employees and customers during the COVID-19 pandemic.

Saeed Mohammed Al Tayer
Saeed Mohammed Al Tayer

“Achieving the first global position in implementing the requirements of the International Customer Experience Standard for the third consecutive year reflects our commitment to DEWA’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement. We seek to enhance our competitiveness and have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner. This is within an integrated framework for continuous improvement that incorporates strong evaluation and follow-up mechanisms. All this has enabled DEWA to set new global benchmarks in customer and stakeholder happiness.”

Mr. Waleed bin Salman, Executive Vice President of Business Development and Excellence at DEWA, noted that the service provider follows best global practices to design and implement innovative development initiatives and projects for excellence. The Authority has become an international benchmark in developing and implementing the highest excellence standards across all of its activities and operations.

This achievement reflects the importance of DEWA’s connection with its customers, their happiness, and upgrading its services to international levels. This is also a result of the top management’s support to provide a stimulating work environment to support the development of services and delivery channels to reach the highest happiness levels for its customers.

DEWA offers all of its services through several digital channels. It has recently started providing its smart services on Amazon Alexa in Arabic, becoming the first government utility in the world to do this. Smart adoption of DEWA’s services reached 98.89 percent in the 4th quarter of 2021.

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