DEWA Earns Top Digital Service Ranking Globally for 3rd Year in a Row

Post by: Elena Malik

Photo : Dubai Government Media Office

Dubai Electricity and Water Authority (DEWA) has once again proved its global excellence by scoring 100% in the International Digital Customer Experience Standard (IDCXS2022) for the third year in a row. This award recognises the top digital services provided by organisations around the world. DEWA was also given the special title of ‘Globally Distinguished Digital Services’.

The award was handed over by a team from the British Standards Institution (BSI) during a ceremony attended by senior leaders and officials from DEWA. This makes DEWA the first organisation in the world to adopt and apply the IDCXS2022 standards — a proud moment that shows Dubai's leadership in using modern technology to improve customer service.

Inspired by the Vision of UAE’s Leaders

HE Saeed Mohammed Al Tayer, MD & CEO of DEWA, shared that this achievement reflects the vision of His Highness Sheikh Mohammed bin Rashid Al Maktoum, who always encourages excellence and innovation. Al Tayer said that DEWA works hard to give customers smooth, smart, and easy services. In 2024, the use of DEWA’s smart services reached a record 99.5%, showing how much customers rely on digital options.

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“This success shows our strong focus on innovation. We aim to keep making things better for our customers and everyone who works with us,” said Al Tayer.

What the Standard Means

The IDCXS2022 is a global standard used to check how good an organisation’s digital services are. The goal is to make online services faster, easier, and more enjoyable for users. DEWA’s digital services and customer centres were reviewed carefully by experts, who also used advanced tools like virtual tours to assess the experience.

Leading by Example

Waleed bin Salman, Executive Vice President of Business Development and Excellence, said that DEWA always follows the best practices used around the world. This helps it remain a role model for other organisations.

Marwan Bin Haidar, Executive Vice President of Innovation and the Future, explained that DEWA uses modern technologies such as Artificial Intelligence (AI) to make things easier for customers. People can complete their tasks anytime and anywhere using DEWA’s digital platforms.

Smart Services for Everyone

DEWA has changed all its Customer Happiness Centres into fully self-service areas. This means customers can do their work using smart devices without needing to wait in line. There are also options for video chats with employees if someone needs help.

Customers can use DEWA services through many online channels. These include DEWA’s website, virtual assistant Rammas (powered by ChatGPT), social media pages, and voice platforms like Amazon Alexa and Google Home. In fact, DEWA is the first government utility in the world to offer services in Arabic on Amazon Alexa.

This great achievement not only shows DEWA’s dedication to customer happiness but also confirms Dubai’s growing reputation as a global leader in digital innovation and service excellence.

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