Dewa emphasises excellence in sustaining global achievements

Dubai Electricity and Water Authority (Dewa) scored 100 per cent for the second time in the International Digital Customer Experience Standard (IDCXS2022) certificate, emphasising its global leadership and excellence and its success in sustaining its global achievements.

Dubai Electricity and Water Authority has achieved the ‘Globally Distinguished Digital Services’ classification in recognition of its exceptional digital transformation and its value-added digital experience for customers. This is the first global achievement in the new standard of certification provided by the International Customer Experience Institute (ICXI), in collaboration with the British Standards Institution (BSI).

The evaluation process included Dewa’s digital channels and products, Customer Happiness Centres, digital transformation and customer happiness policies, and the performance and results measurement mechanism. The evaluation process also included field visits to a range of service centres and the Customer Care Centre (call centre).

“Thanks to the wise leadership of His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice President and Prime Minister of the UAE and Ruler of Dubai, Dewa has become an example of worldwide digital maturity, employing innovation, state-of-the-art technologies and solutions to achieve sustainable development, quality of life and happiness for all stakeholders. Dewa’s robust and secure digital infrastructure provides a supportive environment for accelerating digital transformation and continuing to upgrade performance, establishing readiness, flexibility and proactiveness in responding to changes and keeping pace with global trends.

Dubai Electricity and Water Authority was the first organisation in the world to adopt and implement the standards and requirements of IDCXS2022 in 2022.

It scored 100 per cent in the (IDCXS2022) certificate from the first assessment in the new global standard.

Our global achievements thereby place more responsibility on us to maintain our competitive position as one of the best utilities worldwide in all fields,” said Saeed Mohammed Al Tayer, MD & CEO of Dewa.

“We are committed to remaining one of the most distinguished government institutions in governmental efficiency and performance in Dubai, and a global benchmark in the development and implementation of the highest standards and practices of excellence in all our activities and operations.

Dubai Electricity and Water Authority is a pioneer locally and globally in embracing the concept of integrated digital services and in managing and improving the digital customer experience in terms of availability and quality of services provided. The smart adoption of Dubai Electricity and Water Authority’s services reached 99.50 per cent during the third quarter of 2024,” added Al Tayer.

Dubai Electricity and Water Authority’s vision is a globally leading sustainable innovative corporation committed to achieving Net-Zero by 2050.

Dewa’s mission is that they are committed and aligned to Dubai’s 8 Guiding Principles and 50-Year Charter supporting the UAE’s directions through the delivery of global leading services and innovative energy and potable water solutions enriching lives and ensuring the happiness of our stakeholders, for a sustainable Net-Zero carbon 2050.

Meanwhile earlier Dubai Electricity and Water Authority (Dewa) has won two awards at the Asian Power Awards 2024. The awards were announced at a ceremony held at the Conrad Centennial Hotel in Singapore.

Dewa received the ‘Innovative Power Technology of the Year — UAE’ award for its Actual Load Profiles Simulator (ALPS) for the Distribution Network and the ‘Smart Grid Project of the Year — UAE’ award for its Distribution Automation Smart Grid projects.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, noted that these awards reflect global recognition of Dewa’s efforts and projects, solidifying its leading position among utilities worldwide, particularly in adopting cutting-edge smart technologies in power transmission and distribution.

Al Tayer added, “We embrace innovation and the latest Fourth Industrial Revolution technologies to continue enhancing Dubai’s electricity and water infrastructure, managing facilities and services through a smart, integrated network.”

“Our smart grid, with a total investment of Dhs7 billion through 2035, plays a crucial role in providing services that meet the highest standards of availability and reliability.

This grid provides advanced features such as interoperability across the entire electricity and water network, ensuring seamless, fast and efficient operations. Smart grids also improve the efficiency of power transmission and distribution, reduce losses, enhance electrical load management and support the integration of renewable energy sources into the electricity grid.”