DEWA Achieves Perfect 100% in International Digital Customer Experience

Post by : Elena Malik

Photo : Dubai Government Media Office

Dubai Electricity and Water Authority (DEWA) has once again scored 100% in the International Digital Customer Experience Standard (IDCXS2022) certificate. This is the second time DEWA has achieved this perfect score, showing its strong leadership in providing high-quality digital services. This achievement proves that DEWA is dedicated to offering excellent digital services that make customers happy and provide them with a smooth experience.

DEWA has also been awarded the ‘Globally Distinguished Digital Services’ title. This is a special recognition for how well DEWA has transformed its digital services and improved the experience for its customers. The IDCXS2022 certificate is the first of its kind, and it was given by the International Customer Experience Institute (ICXI), in partnership with the British Standards Institution (BSI). This new global standard is important because it highlights DEWA’s role as a leader in digital services.
To earn this award, DEWA went through a thorough review process. The experts examined many areas, including DEWA’s digital services and customer happiness centres, and how DEWA’s digital transformation helps its customers. They also visited DEWA’s service centers and the Customer Care Centre to see how well they operate. In addition, they looked at how DEWA tracks and measures its performance to improve services.

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His Excellency Saeed Mohammed Al Tayer, Managing Director and CEO of DEWA praised the leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, for making DEWA a shining example of how to use technology to improve the lives of people. He said, “Thanks to the leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, DEWA has become a role model for digital maturity. We use the latest technology to grow sustainably and to make life better for everyone. Our strong and safe digital systems help us provide faster and better services while staying prepared for changes and trends worldwide.”

Al Tayer also shared that DEWA was the first organization in the world to adopt and follow the new IDCXS2022 standards. When DEWA was first evaluated under these standards in 2022, it scored a perfect 100%. He said, "These international achievements give us more responsibility to keep improving and remain one of the top utility providers in the world."

He also mentioned that DEWA is committed to being one of the best government organizations in Dubai and setting an example globally. “We are proud to be leaders in offering smart, easy-to-use, and reliable digital services for our customers. In the third quarter of 2024, 99.50% of our services were used through smart channels,” added Al Tayer.

This achievement highlights DEWA’s continued success in providing simple, efficient, and high-quality digital services. DEWA’s focus on using the latest technology and keeping its customers’ needs at the center of its work has made it a leader in digital transformation.

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