Dubai Electricity and Water Authority (DEWA) announced that it has achieved the first global position in implementing the requirements of the International Customer Experience Standard (ICXS) for the second consecutive year. DEWA achieved the highest score worldwide of 99.7% in the updated International Customer Experience Standard (ICXS2019). The certificate, provided by the International Customer Experience Institute, is an international standard to evaluate the customer service experience in large organisations. It aims to help organisations manage and improve their customer experience and upgrade the quality of their services.

Despite the challenges posed by the global pandemic, DEWA has continued to achieve exceptional scores in the certification and ensure high levels of customer happiness. The first place worldwide in the ICXS reflects DEWA’s stellar customer service credentials locally and globally.

The score was officially announced by a British Standards Institute (BSI) team, which confirmed that DEWA has maintained the ‘Internationally Distinguished Services’ classification. The team assessed the precautionary measures implemented by DEWA to protect its employees and customers in an evaluation process that included virtual tours and live coverage of the evaluated centres using advanced technologies and communication methods, and virtual meetings.

His Excellency Saeed Mohammed Al Tayer, MD & CEO of DEWA, said: “We continue to march forward on our journey of excellence. Our plans are based on the directives issued to the government by His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, to work to raise the community’s happiness levels. Guided by this vision, DEWA has developed ambitious strategies for all its divisions and launched several initiatives and services that deliver the highest standards of efficiency, reliability and availability. DEWA has focused its efforts on enhancing customer happiness by saving their time and further improving service quality. We are committed to enhancing positivity in society and providing an environment that raises employee and stakeholder happiness, both of which are key to realising the leadership’s vision to transform Dubai into the smartest and happiest city in the world.”

“In line with the objectives of the UAE Centennial 2071 to make the UAE the world’s leading nation, and the Dubai Plan 2021, which outlines a roadmap for economic and social development, sustainable use of resources and environmental protection, we have adopted the highest international best practices in government services. This forms part of DEWA’s strategic map for enhancing stakeholder happiness and providing a seamless service experience. We monitor customer happiness levels on a daily basis and have put in place mechanisms for assessing the service experience in a live, direct and continuous manner. This feedback loop helps us to constantly elevate the happiness levels of citizens, residents and visitors. We have also created 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,” added Al Tayer.

“The certification is another achievement that reflects our commitment to DEWA’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement. We seek to enhance DEWA’s competitiveness and ability to keep pace with the Fourth Industrial Revolution by adopting next-generation technologies such as AI, drones, 3D printing, blockchain technology, and the Internet of Things (IoT). We are one of the first government organisations to provide all its services through diverse smart channels, while continuing to offer the highest levels of availability, reliability, quality and efficiency. DEWA’s smart services adoption reached 98.6% in Q4 of 2020, while its Instant Customer Happiness Index reached 96.3% in 2020,” Al Tayer said.

“We always strive to enhance the customer experience by providing digital services and solutions backed by state-of-the-art systems. This supports Smart Dubai’s objective of making Dubai the smartest and happiest city in the world, and contributes to turning the city into a global hub for disruptive Fourth Industrial Revolution technologies. All these efforts are aligned with the National Artificial Intelligence Strategy 2031; the UAE Strategy for the Fourth Industrial Revolution; and the Emirates Blockchain Strategy 2021, which seek to harness future technologies to serve humanity,” concluded Al Tayer.

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