Dubai Electricity and Water Authority (DEWA) has received the highest grade in The International Standard for Service Excellence (TISSE) certification from The International Customer Service Institute (TICSI) for the second consecutive year, thereby enhancing its excellence in exceeding customers’ needs.
DEWA achieved a score of 98.3% in 2018 compared to 98% in 2017, consolidating its efforts to provide the best services to its customers through a variety of digital channels that offer fast, easy, and secure options to complete their transactions, coupled with integrity and reliability of procedures, and the professionalism of its service providers.
DEWA achieved a five-star rating in all its centres in the 2017 TISSE certificate and a 97% happiness rate in its customer happiness centres by the end of Q3 2018.
“The improvement process at DEWA is based on detailed studies of customer needs, adopting innovation as the foundation to benefit from these studies, and transforming challenges into opportunities while establishing new solutions that save time, effort, and money,” said Saeed Mohammed Al Tayer, MD & CEO of DEWA.
“DEWA strives to enrich customer experience and contribute to providing the highest quality services at customer happiness centres to transform them into centres for innovation and creativity. The DEWA Future Happiness Centres initiative is in line with the UAE Strategy for Artificial Intelligence and DEWA’s efforts to keep pace with the Fourth Industrial Revolution using Artificial Intelligence (AI), robotics, and the Internet of Things (IoT). The DEWA Future Happiness Centres at Ibn Battuta Mall, Dubai Festival City, Dragon Market 2, Al Twar Centre, and Burj Nahar Centre use AI and robotics, providing smart and innovative services to our customers.”
Additionally, DEWA has designed its centres to be fully accessible to people of determination, as part of its corporate social responsibility for their integration into mainstream society, with suitable jobs, helping them overcome challenges in their social environment to become productive and creative individuals.