Highlights of DEWA's Strategy

Strategy Map

The strategy map provides a clear visual indicator of how the themes and the four perspectives of the third generation Balanced Scorecard interrelate to each other and form the overall strategy of the organization. The map is a pictorial representation of an organization’s strategy. It shows a logical, step-by-step connection between Themes, Perspectives and Strategic Objectives. It shows a cause-and-effect relationship from the bottom row Support, Learning & Growth to the top row (Financial Perspective) via Internal Processes and Customer Perspectives.

The Financial and Customer Perspectives typically focuses on the lag indicators while the Internal Processes and Support Learning & Growth Perspectives focus on lead indicators.

DEWA want to gain recognition globally and locally as a sustainable world-class utility by excelling in our overall excellence. DEWA’s Strategic Plan is based on five factors:

1. Availability
2. Reliability
3. Efficiency
4. Customer Satisfaction
5. Excellence

Availability

To ensure the availability of electricity and water to the Emirate of Dubai, DEWA aims to excel in Supply-and Demand-Side Management and manage and mitigate any risks that may affect this by diversifying its energy mix.

Reliability

DEWA aims to provide a reliable infrastructure through which it can provide a reliable and quality supply electricity and water. To this end, it is developing and promoting sustainability to ensure that the infrastructure and service delivery supports DEWA’s core business.

Efficiency

Efficiency is a key part of DEWA’s strategy and it is important that all operations result from efficient planning and excel in projects lifecycles. DEWA is therefore looking to build upon and improve existing relationships with its partners to further increase these levels of efficiency.

Customer Satisfaction

DEWA is continuously working to enhance the efficiency and accessibility of its services to its customers. This includes providing the most convenient payment channels and services and responding to customer requests in the most convenient and helpful manner possible.

Excellence

DEWA works towards enhancing its operational excellence through continuous innovation and improvement of processes as well as maintaining updated environmentally-friendly and safety standards. DEWA also highlights the importance of maintaining and improving work environment and productivity throughout the organization.