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Dewa achieves highest score worldwide in customer experience
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.
Emirates Engineering has launched a new programme giving UAE university students the chance to transform retired aircraft materials into innovative products while gaining hands-on experience with the airline’s engineering teams.
Called Material Futures Studio, the six-week initiative is led by Emirates Engineering’s Upcycling department. It aims to inspire the next generation of aviation engineers by challenging students to find creative new uses for materials recovered from retired aircraft.
The first edition brings together 23 students from Khalifa University, Emirates Aviation University and the University of Sharjah.
Students began the programme with an orientation session and a behind-the-scenes tour of Emirates Engineering’s facilities in Dubai, where they met senior leaders, explored aircraft maintenance operations and visited the airline’s upcycling workshop to see how retired aircraft materials are already being turned into new products.
How the programme works
Over six weeks, participants will develop concepts and prototypes using materials recovered from retired aircraft, with guidance from Emirates Engineering specialists throughout the design and development process.
The programme will conclude with a showcase where students present their final ideas and prototypes.
According to Emirates, the initiative is designed to bridge the gap between academia and industry by giving students practical engineering experience while enabling the airline to tap into fresh ideas and emerging talent.
Part of Emirates’ sustainability efforts
Material Futures Studio builds on Emirates’ wider sustainability strategy and its multi-billion-dollar aircraft retrofit programme.
The airline is currently refurbishing 219 Airbus A380 and Boeing 777 aircraft, one of the largest retrofit projects in the aviation industry. Rather than discarding materials removed during the upgrades, Emirates Engineering has been repurposing them into new products through its in-house upcycling projects.
These include the Aircrafted by Emirates collection of limited-edition luggage, bags and accessories made from reclaimed aircraft materials, as well as Aircrafted KIDS, which transforms retired aircraft fabrics into backpacks for children. Emirates says more than 4,000 backpacks have already been donated to children in 11 countries.
Emirates recruits UAE students to turn retired aircraft into new products
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