Dubai Electricity and Water Authority Achieves Prestigious Certification, Setting Global Standards in Digital Customer Experience
In a noteworthy advancement emblematic of Dubai’s commitment to digital innovation and exceptional customer service, the Dubai Electricity and Water Authority (DEWA) has proudly announced its acquisition of the prestigious International Digital Customer Experience Standard (IDCXS2022) certification. This accolade was officially conferred to His Excellency Saeed Mohammed Al Tayer, Managing Director and Chief Executive Officer of DEWA, by a distinguished delegation from the British Standards Institution (BSI), attesting to the authority’s unwavering dedication to digital service excellence.
DEWA has notably become the world’s first organization to not only adopt but also successfully implement the IDCXS2022 standard. This significant achievement is underscored by DEWA attaining an unprecedented score of 100% for three consecutive years. The rigorous evaluation process, conducted by the International Customer Experience Institute (ICXI) in collaboration with BSI, has effectively reaffirmed DEWA’s position as a pioneering force in the realm of digital customer service on a global scale.
“Excellence is not a destination but a continuous journey,” stated Al Tayer, drawing on the vision laid out by His Highness Sheikh Mohammed bin Rashid Al Maktoum. The emphasis on perpetual improvement resonates profoundly in DEWA’s operational strategy, which is poised to reach over 99.5% in smart service adoption by 2024. This commitment underscores the authority’s robust focus on delivering seamless, top-tier digital experiences aimed specifically at enhancing customer satisfaction and happiness.
The IDCXS2022 standard serves as an esteemed benchmark for assessing the quality of digital services across various platforms. DEWA underwent extensive evaluations, which included digital channel reviews, advanced virtual tours of its operations, and comprehensive on-site inspections at its renowned Customer Happiness Centres. These measures highlight DEWA’s concerted efforts to ensure that every interaction with customers is met with professionalism and efficiency.
Waleed bin Salman, Executive Vice President of Business Development and Excellence at DEWA, provided further insight into the authority’s transformative approach, stating that DEWA is not just meeting benchmarks but is positioned as a global model of innovation. This determination to lead the digital service agenda places DEWA at the forefront of the industry, setting an example that other organizations aspire to emulate.
In tandem with these advancements, Marwan Bin Haidar, Executive Vice President of Innovation and the Future, elaborated on the enhancements brought forth by artificial intelligence in DEWA’s service delivery. The implementation of AI-driven tools, such as DEWA’s virtual assistant, Rammas, enables customers to receive uninterrupted support around the clock. Accessible via a multitude of platforms—ranging from WhatsApp and Facebook to Google Home and Amazon Alexa—this service is designed to cater to the needs of a diverse customer base, providing information and assistance in both Arabic and English.
Moreover, DEWA’s investment in fully autonomous Customer Happiness Centres and an expanding portfolio of AI-supported services underscores its commitment to redefining global standards for digital excellence. By continually evolving its service offerings and leveraging technology, DEWA is set to enhance both the efficiency of its operations and the overall customer experience, reinforcing its status as an exemplary model for utility organizations worldwide.
As Dubai continues to establish itself as a beacon of innovation in the Middle East, DEWA’s latest accomplishment serves as a testament to the emirate’s overarching vision for a smart and sustainable future. The authority’s strides in digital transformation not only exemplify its leadership role but also contribute positively to Dubai’s reputation on the international stage.
In conclusion, DEWA’s recognition with the IDCXS2022 certification is not merely a milestone; it represents the authority’s ongoing pledge to excellence and innovation in customer service. As digital interactions become increasingly vital in our interconnected world, DEWA stands as a luminous example of what can be achieved through dedicated efforts towards adopting cutting-edge technology tailored for customer convenience.
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