Dubai Electricity and Water Authority (DEWA), which has come first among large government organisations in Dubai Digital Authority’s Instant Happiness Index for the past five years, has scored 98.1 percent until end of June this year.
This was higher than what it achieved in 2021 (more than 665,000 customer votes on all channels, achieving 97.9 percent) and 96.3 percent in 2020. It ranked first among all entities that adopt the Instant Happiness Index. DEWA also scored more than 90 percent in the Happiness Index for the Government of Dubai customers, conducted by the Dubai Government Excellence Program 2021.
MD and CEO, Saeed Mohammed Al Tayer, commented: “At DEWA, we work by adopting international best practices to provide world-class government services. Happiness of stakeholders and providing a seamless and unique experience for them is adopted as a primary goal within our strategy.
“We monitor customer happiness levels on a daily basis and have put in place mechanisms for assessing the service experience in a live, direct and continuous manner. This feedback loop helps us constantly elevate the happiness levels of citizens and residents.
“We have also created an integrated framework for continuous improvement, incorporating strong evaluation and follow-up mechanisms. This has enabled DEWA to set new global benchmarks in customer and society happiness.”
DEWA provides its services round the clock through various digital channels and platforms. The Instant Happiness Index is available on all these channels, including the website, smart app and self-service Customer Happiness Centres.
Al Tayer added that DEWA uses the results to develop its services and channels to enhance customer experience. This is done according to advanced mechanisms of communicating with customers, getting their feedback to review the services matrix, mapping their customer journey, as well as using quality monitoring systems.
The company is always keen to listen to the ideas and feedback from its users. This helps DEWA develop innovative initiatives and creative ideas that lead to achieving customer happiness.
In 2021, DEWA achieved the first position globally in implementing the International Customer Experience Standard (ICXS) requirements for the third consecutive year after achieving the highest score worldwide of 100 percent. Certified by the International Customer Experience Institute, it is an international standard to evaluate the customer service experience in large organisations.
This year, DEWA also won the Outstanding Customer Service Award at the Global Excellence Assembly Awards 2022. It became the first entity to win more than one award in the same cycle based on the Baldrige Excellence Framework criteria. The Assembly, based in New York, praised DEWA’s success in institutionalising a culture of excellence and making it a daily practice.
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