The Mohammed Bin Rashid Housing Establishment (MBRHE) has achieved a significant institutional milestone by obtaining a 100 percent accreditation score in the International Employee Happiness and Wellbeing Standard (IEHWS) and the International Digital Customer Experience Standard (IDCXS).
These standards were issued by the International Customer Experience Institute (ICXI) and accredited by the British Standards Institution (BSI). The achievement highlights the Establishment’s commitment to global best practices in employee and customer experience.
MBRHE is the first entity in the Middle East and Africa region, and the first housing entity globally, to obtain both the IEHWS and IDCXS certifications simultaneously with a full evaluation score of 100 percent. The milestone underscores the Establishment’s leadership and commitment to applying international standards at the highest levels of excellence.
The achievement reflects the maturity of MBRHE’s institutional framework and its commitment to enhancing employee happiness and wellbeing as a driver of excellence and innovation. It also highlights efforts to advance and govern the digital customer experience across channels, delivering proactive, integrated and seamless services centered on customer needs.
The accreditation improves housing service efficiency, raises customer satisfaction, and strengthens the internal work environment to support sustainable institutional performance.
IEHWS focuses on promoting employee wellbeing and job satisfaction through a positive and sustainable workplace, while IDCXS focuses on designing and governing integrated digital customer journeys and ensuring service quality across multiple digital channels.
Ilias Karampoikis Commercial Director Southern Europe and META
“Enhancing an organization’s customer and employee experience can bring significant benefits to everyone who engages with it. By aligning with international best practices, the MBRHE has demonstrated its commitment to strengthening the way it serves the citizens of the UAE, placing equal importance on delivering seamless customer experiences and fostering employee health and wellbeing. As an organization with a unique mandate to support the housing needs of the community, MBRHE recognizes that empowering employees and enhancing workplace wellbeing ultimately contribute to better outcomes for the citizens it serves. By embedding these practices into its operations, it continues to build a culture of excellence while advancing its mission to support a fair society and a sustainable world.”
Thilal bin Quraish Al Falasi, Assistant Chief Executive Officer for the Corporate Support Sector at MBRHE, said that, “Achieving 100 percent accreditation in the IEHWS and IDCXS standards is an international testament to the maturity of our institutional framework and our commitment to placing people at the center of our development efforts, whether by enhancing the internal work environment or advancing the digital customer experience. This contributes to raising service quality and achieving the highest levels of happiness and satisfaction.”
The achievement aligns with the Government of Dubai’s vision for global leadership in quality of life and reinforces a government model focused on innovative, high-quality digital services. It reflects integrated efforts across all sectors, guided by continuous improvement and international best practices in governance and innovation, strengthening operational efficiency and a culture of excellence in housing services.
The milestone further positions the Establishment as a leading government model in adopting specialized international standards and advancing institutional excellence and sustainability.
