DEWA Achieves Perfect Score In International Digital Customer Experience Standard For Second Time

Dubai Electricity and Water Authority (DEWA) has once again achieved a perfect score of 100% in the International Digital Customer Experience Standard (IDCXS2022) certificate. This accomplishment highlights DEWA's global leadership and its continued success in maintaining international standards. The organisation was recognised for its exceptional digital transformation, earning the ‘Globally Distinguished Digital Services’ classification.

The certification, awarded by the International Customer Experience Institute (ICXI) in partnership with the British Standards Institution (BSI), marks a significant achievement under the new standard. DEWA's evaluation process covered various aspects, including digital channels, products, Customer Happiness Centres, and policies related to digital transformation and customer satisfaction.

The assessment also involved field visits to service centres and the Customer Care Centre. These evaluations ensured that DEWA's performance and results measurement mechanisms were thoroughly examined. The comprehensive review process underscores DEWA's commitment to enhancing customer experiences through digital innovation.

Saeed Mohammed Al Tayer, MD & CEO of DEWA, stated, "Thanks to the wise leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, DEWA has become an example of worldwide digital maturity." He emphasised that DEWA employs advanced technologies to achieve sustainable development and improve quality of life.

DEWA's robust digital infrastructure supports rapid digital transformation and performance enhancement. This infrastructure ensures readiness and flexibility in adapting to changes while aligning with global trends. The organisation was the first globally to adopt IDCXS2022 standards in 2022, achieving a perfect score from the initial assessment.

"Our global achievements thereby place more responsibility on us to maintain our competitive position as one of the best utilities worldwide in all fields," added Al Tayer. This statement reflects DEWA's dedication to sustaining its competitive edge across various sectors.

DEWA's accomplishments demonstrate its commitment to providing value-added digital experiences for customers. By continuously improving its services, DEWA sets a benchmark for excellence in utility services on a global scale.

With inputs from WAM