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05 March 2024

DEWA achieves first place worldwide in the International Digital Customer Experience Standard (IDCXS)

By Emirates24/7

In a new global achievement, Dubai Electricity and Water Authority (DEWA) scored 100% in the International Digital Customer Experience Standard (IDCXS: 2022) certificate from the first assessment in the new global standard. DEWA is the first organisation in the world to adopt and implement the standards and requirements of the certificate, which is presented by the International Customer Experience Institute (ICXI) in collaboration with the British Standards Institute (BSI). DEWA achieved ‘Globally Distinguished Digital Services’ classification for being a world leader in adopting the concept of integrated digital services.

The evaluation process included DEWA’s digital channels, Future Customer Happiness Centres, self-service centres, and the Customer Care Centre. This reflects DEWA’s leadership and exceptional performance in achieving the highest results locally and globally in line with its strategic direction to provide a unique experience for its customers. The evaluation process included field visits and virtual tours of the channels that were evaluated using the latest technologies and communication mechanisms. The IDCXS certificate is a global standard for evaluating customers’ services and their digital experience in obtaining services in big organisations. It aims to help organisations manage and improve customers' digital experience in terms of availability and quality of the services provided.

“Our strategy and work plans are inspired by the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, who said that the UAE has presented to the world an exceptional model in developing and leading future government work to become a role model to be followed in sustainable development and modernisation. In line with this vision, we have launched several initiatives to improve the customer experience and develop our services and provide them through smart and innovative channels that are available anytime, anywhere. This saves the time and effort of customers and achieve their happiness, in line with the vision of the wise leadership to make Dubai the smartest and happiest city in the world. Additionally, we provide a positive and motivating work environment that ensures the happiness of employees and in turn, the happiness of all stakeholders,” said HE Saeed Mohammed Al Tayer, MD & CEO of DEWA.

“DEWA’s achieving the first place in the world in the International Digital Customer Experience Standard reflects our commitment to DEWA’s Customer Happiness Charter, launched in 2015. It also reflects DEWA’s success in adopting innovation and making it a fundamental pillar for continuous development and improvement to promote its competitiveness. We have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner 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,” added Al Tayer.

Waleed Bin Salman, Executive Vice President of Business Development and Excellence, said that DEWA always seeks to implement the best international practices to design and implement innovative development initiatives and projects that achieve excellence and consolidate its global position. DEWA has become a global reference for developing and implementing the best standards and practices of excellence in all its activities and operations. Bin Salman emphasised that DEWA’s achievement reflects the importance it attaches to its customers and their happiness, as well as developing its digital services according to the highest international standards with the support of the top management who are keen to provide an environment that encourages innovation to achieve the happiness of all stakeholders.

Marwan Bin Haidar, Executive Vice President of Innovation and the Future, affirmed DEWA’s commitment to enriching and enhancing the customers’ experience by providing digital services that are based on the latest disruptive technologies of the Fourth Industrial Revolution. DEWA has transformed its customer happiness centres into 100% self-service centres, becoming the first government organisation that enables customers to conduct all their transactions themselves using smart devices at the customer happiness centres. Customers can communicate with employees from various divisions via video chat. DEWA has achieved 98.1% in Dubai Government's Instant Happiness Index 2022, which is managed by Dubai Digital Authority.

DEWA commended Ethos Integrated Solutions for their efforts in providing the necessary training to DEWA staff on IDCXS specifications, and for conducting digital channel gap analysis in cooperation with DEWA's team.

DEWA provides an unconventional model of digital services through smart devices and channels that employ Artificial Intelligence, robotics and Fourth Industrial Revolution applications. DEWA provides all its services through various digital channels and provides its services through its virtual employee, Rammas, which uses AI. It is available through DEWA’s website, its smart app, Facebook page, Google Home, robots, WhatsApp Business, and Amazon’s Alexa. DEWA 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 98.99% in the 3rd quarter of 2022. DEWA also received the 100% Paperless stamp from Digital Dubai Authority. DEWA has completed its electronic integration with more than 30 entities.