News
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.
Salik is taking another step beyond toll collection, announcing plans to introduce smart parking and vehicle access systems across three of Dubai’s major economic zones.
Under a new agreement with the Dubai Integrated Economic Zones Authority (DIEZ), the company will explore parking optimisation and access control solutions covering more than 21,000 parking spaces at Dubai Airport Freezone (DAFZ), Dubai Silicon Oasis and Dubai CommerCity.
The proposed systems are designed to improve traffic flow, reduce congestion, prevent misuse of parking spaces and make it easier for businesses, employees and visitors to move around the free zones.
The partnership marks the launch of a new business vertical for Salik as it continues expanding beyond its traditional road toll operations into wider mobility and digital transport services.
What will change?
The companies plan to integrate their technology platforms to create a connected parking and vehicle access system across the three zones.
Planned features include:
- Smart parking management
- Automated vehicle access control
- Improved traffic flow within free zones
- Better use of available parking spaces
- Unified operating standards across all three locations
Which areas are covered?
The project will span:
- Dubai Airport Freezone (DAFZ)
- Dubai Silicon Oasis
- Dubai CommerCity
Together, the three locations offer more than 21,000 parking spaces serving businesses, residents, investors and visitors.
No timeline has yet been announced for when the new systems will be rolled out.
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