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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.
Authorities across the UAE have stepped up safety measures as unstable weather continues to impact multiple regions, bringing rainfall, strong winds, and reduced visibility.
The National Centre of Meteorology (NCM) has issued yellow and orange alerts across most parts of the country, warning of varying rainfall intensity and winds reaching up to 50 km/h. While sea conditions remain light to moderate in the Arabian Gulf and Sea of Oman, residents have been strongly advised to avoid valleys, flood-prone areas, mountainous regions, and the sea.
Drive safely
Authorities are urging motorists to drive cautiously, reduce speed, and maintain safe distances due to slippery roads and poor visibility. Dubai Police confirmed full readiness to respond to emergencies and stressed the importance of following traffic laws and avoiding risky areas such as watercourses and valleys.
Emergency contact numbers have been shared by officials in Dubai and Abu Dhabi, ensuring residents can quickly seek assistance when needed. For emergencies, the public can contact 999, while non-emergency cases can be reported via 901.
Flight disruptions
Meanwhile, major airlines including Emirates, flidubai and Air Arabia have issued travel advisories. Passengers are urged to allow extra travel time to airports, check flight status regularly, and stay updated on potential delays or schedule changes. Air Arabia noted that operations in Sharjah, Abu Dhabi, and Ras Al Khaimah may be affected. Passengers have been urged to check their flight status ahead of departing for the airport.
Residents urged to remain indoors
The National Emergency Crisis and Disaster Management Authority also reassured the public that emergency alert systems remain active, clarifying that warning sounds should not be confused with weather-related disturbances.
Residents have been urged to remain indoors during severe weather and avoid going out unless absolutely necessary, stressing that precautionary behaviour is essential to prevent injuries and accidents during sudden weather changes.
The ministry also advised residents to protect vehicles and outdoor property by covering them where possible.
Weather conditions are expected to persist through the week, with authorities emphasising the importance of staying informed through official channels and avoiding unnecessary travel.
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