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Dewa achieves highest score worldwide in customer experience

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Dubai Electricity and Water Authority (Dewa) has achieved the first global position scoring 100 per cent in implementing the requirements of the International Customer Experience Standard (ICXS2019).

The evaluation process included the preventive measures implemented by Dewa for the safety of its employees and customers during the Covid-19 pandemic.

The specialised team from the British Standards Institute (BSI) officially revealed Dewa maintains the category of ‘Internationally Distinguished Services’. The auditing process included virtual visits and tours as well as the direct broadcast of the centres that were evaluated using the latest technologies and communication mechanisms.

Saeed Mohammed Al Tayer, MD & CEO of Dewa, said, “Achieving the first global position in implementing the requirements of the International Customer Experience Standard for the third consecutive year reflects our commitment to Dewa’s Customer Happiness Charter, launched in 2015, and keenness to promote continuous innovation-driven improvement.

“We seek to enhance our competitiveness and have developed work mechanisms for assessing customer happiness in a live, direct and continuous manner. This is within an integrated framework for continuous improvement that incorporates strong evaluation and follow-up mechanisms. All this has enabled Dewa to set new global benchmarks in customer and stakeholder happiness,” added Al Tayer.

Waleed bin Salman, executive vice president of business development and excellence at Dewa, noted that Dewa obtains best global practices to design and implement innovative development initiatives and projects for excellence and its global position. Dewa has become an international benchmark in developing and implementing the highest excellence standards across all its activities and operations.

He added that this achievement reflects the importance Dewa attaches to its customers, their happiness, and upgrading its services to international levels. This is also a result of the top management’s support to provide a stimulating work environment to support the development of services and delivery channels to reach the highest happiness levels for its customers.

Dewa provides all its services on several digital channels. It has recently started providing its smart services on Amazon Alexa in Arabic, becoming the first government utility in the world to do this. Smart adoption of Dewa’s services reached 98.89 per cent in the fourth quarter of 2021.

Education

UAE withdraws recognition of university qualifications over compliance violations

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The UAE Ministry of Higher Education and Scientific Research (MoHESR) has withdrawn recognition of all degrees and qualifications issued by Midocean University, which operates an office in Fujairah. The decision comes after a joint inspection with the Fujairah Free Zone Authority uncovered serious compliance issues.

Officials found that the university had been offering registration and academic programmes without proper accreditation. Some online programmes were run without a clear quality assurance system, and there were significant discrepancies between the student and course information submitted to authorities and what was actually happening on site.

After a thorough review, MoHESR confirmed that Midocean University does not meet the UAE’s national standards. The university’s status has now been updated to “not accredited” in the official records.

The ministry stressed that this move is aimed at protecting students and ensuring the credibility of higher education in the UAE. Students and parents are encouraged to check the accreditation status of any institution before enrolling, either via MoHESR’s website or by calling the Customer Happiness Centre at 800511.

MoHESR reiterated its commitment to strong oversight and cooperation with local and federal authorities to ensure a safe, transparent, and trustworthy learning environment for all students.

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Dubai’s new bus shelters are here, set to serve 192 million passengers a year

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Dubai is rolling out its next-generation bus shelters, designed to offer modern, comfortable, and user-friendly facilities for public transport passengers. The Roads and Transport Authority (RTA) announced that the overall project completion rate has reached 89 per cent, with the shelters set to serve a significant number of bus routes, some accommodating more than 10 routes each. Once fully operational, the network is expected to handle over 192 million passengers annually.

“We focused on combining modern, aesthetic design with a range of services that enhance public confidence in the bus network, support sustainability goals, and make mass transit a more attractive choice,” said Mattar Al Tayer, Director-General and Chairman of the RTA.

The new shelters are categorised into four models based on daily usage: Main stops (750+ passengers), secondary stops (250–750), basic stops (100–250), and drop-off/pick-up points (under 100). Key features include air-conditioned canopies in major areas, shaded outdoor spaces, advertising areas, and digital information screens displaying route maps, timetables, and real-time arrivals.

Accessibility has also been a priority. The shelters are designed according to the Dubai Code for People of Determination, with designated spaces for wheelchairs, supporting the emirate’s initiative to become a fully inclusive city.

With these upgrades, the RTA aims to enhance network efficiency, reduce travel times, and increase reliance on sustainable public transport across Dubai.

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Bisleri becomes official water partner for UAE national cricket teams

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Bisleri International, India’s leading packaged drinking water brand, has signed a three-year partnership with the Emirates Cricket Board (ECB) to become its Official Hydration Partner. The agreement was formalised at Dubai International Stadium and marks a major step in Bisleri’s expansion in the UAE while promoting hydration and wellness in sports.

Under the partnership, Bisleri branding will appear on the uniforms of the Men’s, Women’s, U19 Men’s, and U19 Women’s national teams. The branding will feature across bilateral series, Asian Cricket Council events, and ICC tournaments, increasing visibility for the brand across high-profile cricket platforms.

Subhan Ahmad, COO of ECB, said: “We are delighted to start this exciting three-year journey with Bisleri. The Emirates Cricket Board continues to formalise partnerships with leading international brands and looks forward to a mutually rewarding collaboration for both men’s and women’s teams.”

Ishan Chopra, Head of Commercial at ECB, added: “This partnership represents a strong alignment of values and ambitions, reinforcing our mission to empower UAE cricket talent at every level while representing the nation globally.”

Angelo George, CEO of Bisleri International, said: “Bisleri is synonymous with packaged drinking water and a market leader in India. This partnership with ECB brings together two strong institutions with a shared commitment to excellence and helps strengthen Bisleri’s international presence.”

Tushar Malhotra, Director of Sales and Marketing at Bisleri, added: “We are thrilled to champion hydration alongside the Emirates Cricket Board. This collaboration will be brought alive through an exciting, integrated marketing approach across India and the UAE.”

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